Linus Fernandes

Archive for the ‘Management’ Category

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Dell Hell 2: Transcripts of emails sent to Dell India Customer Service

In India, Management, Professional on October 7, 2011 at 12:57

I previously wrote about my recent experience with Dell India CSAs following the freezing of my Dell laptop.

Find here transcripts of my correspondence with them:

_________________________________________________________________________________________________________

Linus Fernandes to Umesh_Taluja

26 Sep

still have not had a technician visit. csas spoke with extremely rude.
kept. muttering something like ‘gib up’ throughout phone
conversations. nuts?

_____________________________________________________________________________________________________

India_Care_CON to me

30 Sep

Dear Customer,
Thank you for your email.
We understand from your email that you have a query.  However, we request you to write back to us with more details along with the service tag and order number.
Below mentioned service tag is global tag.Kindly check on same.
This would help us to take further action on the same .
Warm regards,
Nithashree_K
Customer Care Specialist
Dell India
Original Message Follows:
————————
The following customer has requested access to the Dell Community on E-mail Customer Care:
Issue Category:                   RefundStatus
FirstName:                   Linus
LastName:                    Fernandes
EmailAddress:               linus.fernandes@gmail.com
Confirm Email Address:               linus.fernandes@gmail.com
Current Phone:               +9122**********
Account Number:                   *******************
Case Number:            *****************8
Order Number:              *************
Additional Info:                   Regarding Case No. ******************** for Inspiron 1720 with Service Tag ********, and customer Number **************, I would like to request a refund of the Single Event Repair + Warrant Extension fee of Rs. 7157/- since the only part replaced was a memory card which had dust on it. I was not charged this fee in a similar situation in the past for the same machine. Thank you, Linus Fernandes.
This requested was submitted from Dell’s Support site on 28-09-2011 01:43:43

_________________________________________________________________________________________________________More

Linus Fernandes to India_Care_CON

30 Sep

Dear Nithashree:

Thank you for your email.

With regards to  Case No. ******* for Inspiron 1720 with Service Tag *********, (customer Number **********),

I was informed that my system’s motherboard was faulty and would have to be replaced.

On visit by the engineer Mayuresh of Wipro, it was discovered that the RAM chip was covered with dust.

It was then replaced.

Now, although my laptop was similarly not under warranty once before, I was only charged the warranty charge (the full charge though, not the renewal charge)  for replacing a faulty keyboard.

I am , thus, surprised that you have charged me an incident charge of Rs.  7157/- .

It is with regards to this surcharge that I find myself corresponding with Dell Support/Customer Service.

I would be much obliged if you would refund me the amount since the parts replaced do not have an equivalent value.

I request your cooperation/response at the earliest.
Linus Fernandes
http://linusfernandes.com

Live life as an exclamation, not an explanation!

______________________________________________________________________________________________-More

Linus Fernandes to India_Care_CON

4 Oct

Could you get back to me as to the status of my plaint?

Linus Fernandes
http://linusfernandes.com

Live life as an exclamation, not an explanation!

_______________________________________________________________________________________-More

Linus Fernandes to India_Care_CON

7th Oct 2011  11:17

I have not received a response to my complaint.

Kindly note this post: http://linusfernandes.com/2011/10/05/dell-hell-csas-treat-us-like-blithering-idiots/

Linus Fernandes
http://linusfernandes.com

Live life as an exclamation, not an explanation!

PS: If you are a Dell representative reading this post, you can contact me at linus.fernandes at gmail dot com for Case, Customer, Service tag and Account details.

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Dell Hell : CSAs treat us like blithering idiots

In India, IT, Management, software, technology on October 5, 2011 at 12:30
Dell Inspiron 9300 - tag

I

My Dell Inspiron 1720 Laptop first froze and then failed to reboot on the 21st of September, 2011.

On calling Dell Customer Service and running diagnostic tests, I was informed that my system’s motherboard was faulty and would have to be replaced.

I was then asked to renew my warranty since it had lapsed. I did and was charged a sum of Rs. 14, 500 that included the renewal fee and a service incident and parts charge. However, despite repeated calls, I was not attended to by any Dell CSAs nor was there any engineer sent to my residence to service and replace the parts.

Finally, on the 29th of September, 2011, (after posting a couple of uncomplimentary remarks publicly on Facebook), there was a response;an engineer and parts were dispatched.

The engineer (Mayuresh of Wipro),  discovered that the problem was with a dust-covered RAM chip; surprisingly the inner one—under the keyboard. 

Mayuresh replaced the RAM.
The other dispatched parts were sent back.
Now, what I’d like to know from Dell is why did it take them almost a week to service my machine?
Also, why a service incident charge, exorbitantly high so much that it covers half the paid sum?
Now, although my laptop was similarly not under warranty once before, I was only charged the warranty charge (the full charge though, not the renewal charge)  for replacing a faulty keyboard.
I have corresponded with Dell Computer Service regarding a partial refund—in vain.
There has been a lackadaiscal response and I am afraid that if I speak to them orally , the conversation will end in a shouting match.

Why did I have to speak to 10 CSAs to get my problem resolved? Do I have to post all grievances publicly to achieve the desired response?

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Ten reasons why IPL IV failed to capture hearts, minds and wallets

In cricket, humor, India, IPL, Management, mumbai, News, sports, Stories on June 6, 2011 at 20:37
A photo of a match between Chennai SuperKings ...

It was to be bigger,better, grander.

However, it has not worked out that way—for IPL 2011.

Television viewer’s interest plummeted, ticket sales tapered off and there was a jaded, sleazy feeling to the largest sporting extravaganza on the Indian sub-continent.

Read the rest of this entry »

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Everonnn Systems: Prometric approved centre?

In education, India, IT, Management, mumbai, Professional, Project Management on February 27, 2011 at 11:25
Project Management Institute

Image via Wikipedia

I recently had to give the Project Management Institute exam at Prometric centre in Mumbai, Everonn Systems at Andheri East. The exam centre is located just past the Saki Naka junction. The exam went off well, but I encountered a couple of hassles that I sought to get clarified by the Everonn management. Though I have mailed the following communication to the e-mail address listed on their website, I have yet to receive a response. Reproduced below is the excerpt of the communication:

Dear Sir/Madam:

On the 4th of February, 2011, I gave the PMI certification exam for CAPM at your Andheri location.

Though the facilities provided were first-rate, I have a couple of points that I would like to bring to your notice.

First, the young lady making the announcements exhibited a hostile attitude. An attitude that is and was unwarranted.

Secondly, during the exam, a gentleman on the other side of the room, kept on going “Mada, Mada” throughout the exam.

This was a huge irritant and made the exam-taking a veritable nightmare.

I hope you will look into the matter with all due haste and consideration.

Sincerely,

Linus Fernandes
http://linusfernandes.com

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Strategy: Keeping it simple, indeed.

In Leadership, Management, thought for today on February 2, 2011 at 10:38

‎"We have a strategic plan. It’s called doing things." ~ Herb Kelleher, Southwest Airlines

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Lessons for the Next Generation Of Minority Executives

In Leadership, Management, Thought on January 1, 2011 at 10:02
Social Sciences

Image by Mark Sadowski via Flickr

Lessons for the Next Generation Of Minority Executives

#1 Choose work and an organization that suit your personality.

#2 Choose high-quality experiences over fast advancement.

#3 Build a network of developmental relationships.

#4 The organization matters.

#5 Take charge of your own career.

#6 Race matters, but it alone does not determine your fate.

#7 Make sure it’s worth the price.

Source:

Breaking Through: The Making of Minority Executives in Corporate America

The Big Cover Up

In Leadership, Management, Project Management, Thought on December 10, 2010 at 17:42

The Big Cover Up.

All of a sudden Sam had that ‘I think I forgot something feeling’, the feeling that makes some of us feel just a little bit sick to our stomachs or perhaps brings on a cold sweat. Then he realized what it was, he had completely forgotten to tell his project steering committee about the change request that the branch office had given to him when he visited their facility two weeks ago. The branch manager’s administrative assistant had handed him a hardcopy as he was leaving for the airport. Sam had placed the change request into a folder full of papers, jumped into a cab and promptly forgotten about it.

The problem Sam now faced was that the steering committee had just met yesterday to review all open issues and change requests. Now quite a few of the members were leaving town for a lengthy business trip and he would not have enough members present to approve or reject changes. Of course he could get them together in a virtual meeting, but most of them hated virtual meetings and only used them for emergency sessions. This was not an emergency session. Unless….. Sam realized there was no paper trail or email trail that proved that he had received the change request. He could in fact pretend that he JUST received it and that the branch was making a big fuss about it, so he HAD to treat it like an emergency. He could always feign ignorance when the branch manager asked what happened to the copy her assistant had provided to Sam on his visit.

Although Sam felt a bit uneasy, he decided that pretending he never received the change request was the best approach. That way he would save face with his steering committee and the branch manager would still get a decision on her change request. The administrative assistant might get reprimanded and would know that Sam was being dishonest, but that was a price Sam was willing to pay. Sam sat back and waited for the branch manager to call or email about her change request. Then Sam could spring into action and call an emergency virtual steering committee meeting.

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