Horrible Customer service I have had horrible experience with Dell. Within 40 days of purchase the machine stopped functioning. When I called the customer service guys they sent an engineer who could not figure out the problem and the technical team in Bangalore advised him a hit and trial method of changing one part at a time - they opened my new laptop and tried changing, RAM, mother board, etc. When I asked for a replaced after 15-20 calls one of the technical guys said they will replace it as a special case and I would hear from them in 3-4 days.
But then again I get a call from the engineer that he wants to replaced mother board and check - I told him that I have been promised a replacement which we was not aware of. I called back Dell and they said they had no details of the replacement promised recorded. They would not replace - after several emails and angry exchanges they replaced the base without the battery and hard disk etc. 7-8 months later the 9 cell battery which I had bought did not give me the backup I’d expect.
I called them up and they did a check on the phone and again said they would dispatch a new battery in 2-3 days. I thought they had improved. But again no one gets back to me in 3-4 days when I call back they say replacement has been canceled - they cannot replace. Their customer service and technical team is not at all consistent. I WOULD NEVER BUY DELL AGAIN In INDIA, . Copy of the letter emailed to several Dell escalation IDs including a technical manger - Vinod
The customer Service in India SUCKS !!! There is no consistency in information at all. After all the initial trouble I had with my laptop within a month of purchase that you are aware of - the engineers changing one part at a time to check if the system works. It was down for over a month before the entire base was replaced leaving the battery, HD, etc. Now, I have a 9 cell battery - the machine is about 8 months old - I especially paid for a 9 cell battery so that I can get a good back up at the time of sales I was promised it will give me about 6 hours back up and it did so in the first 1-2 months. Within 8 months the back up has reduced to 1 hour. I have done all checks that the Dell technical team asked me to. I have been using the system with utmost care, nor do I run any heavy softwares.
I called up the Dell technical team was went through the entire process of checks - the representative who logged my call told me that the battery would be replaced and gave me a complaint no too. After 2-4 days I did not get any update about the battery delivery - I called up Dell again and this time I was told that the replacement was canceled as batteries are not replaced. Further the guy was trying to say it was ok to get 1 hour back up with a 9 cell battery. I have seen multiple cases of batteries that have been faulty in my college in MICA and they have been replaced by Dell.
Why does Dell service not have consistency - first some one promises a battery change and then some one else says it did not get approved - why do you promise things before they are approved and then - you dont even call the customer and tell him that it was cancelled unless he calls you back. I am tired of the way Dell has been treating me - Its one bad experience after another. Had the battery been replaced as it had been promised - I would have thought the earlier case was a one off - but it seems this is they way you guys deal with customers. I am putting this entire letter on mouthshut.com plus blogs & will ensure that customers get to know about Dell’s pathetic services. IS SOMEONE LISTENING ???/-