Home » Posts tagged 'Dell Hell'
Tag Archives: Dell Hell
Dell Hell VII: Promises galore, faulty deliveries
The Dell saga continues.
Despite promises made that the refund would be processed by Monday, the 31st of October, 2011, the day passed in utter silence.
Finally, a shouted tweet to @Dell_IN elicited a response that Ms. Rajeshwari SN would be processing the matter.
Surely, this could have been communicated much earlier.
Are returns and refunds the weakest link?
Definitely, yes.
And no I’m not scoring brownie points.
My credit card bill falls due this week and having to pay the amount without receiving an assurance is a bloody pain in the butt.
 |
Age is an issue of mind over matter. If you don’t mind, it doesn’t matter. |
Source: http://quotes4all.net/quote_921.html
[Powered by QuotesPlugin v1.0 for Windows Live Writer]
–
Dell Hell VI: Final salvo?
Image via Wikipedia
Rajeshwari:
FINALLY….
IF YOU AND YOUR CSAs HAVE NEITHER THE AUTHORITY NOR THE WILLINGNESS TO SET THINGS RIGHT, THEN WHY OVERSTEP YOUR AUTHORITY IN THE FIRST PLACE?
Thank you,
Linus Fernandes
_________________________________________________________________________________________________________
dear rajeshwari,
there is no way i am taking this complaint back.
your explanation and actions are unacceptable.
the memory chip should cost approx. rs. 1000/- in the open market. there is an overcharge of rs. 5000 to 6000 in the service charge.
also, there is the issue of less than prompt service coupled with extreme discourtesy from your staff.
your communication to me does not contain even a hint of an apology.
am i understood?
On Tue, 18 Oct 2011 17:35 IST Rajeshwari_SN@Dell.com wrote:
>Dear Mr.Linus Fernandes,
>
>This e-mail is with reference to our last conversation regarding Dell service tag B266S1S. As discussed and suggested, we regret to inform you that we wouldn’t be able to process a refund for the warranty extension as the system was already serviced. Also to keep you updated that we haven’t charged any additional for the motherboard which was never replaced on the system.
>
>Please feel free to contact me for any questions or clarifications on this.
>
>Regards,
>Rajeshwari SN
>Senior Support Resolver
>Dell | Consumer, Small and Medium Business
>
>From: Linus Fernandes
>Sent: Tuesday, October 18, 2011 5:28 PM
>To: SN, Rajeshwari
>Subject: Re: Out of Office: Dell system Service Tag B266S1S
>
>Rajeshwari:
>
>FYI:
>Consumer Complaint filed at: http://www.consumercourtforum.in/f43/dell-india-pvt-limited-51076/
>Linus Fernandes
>
>http://linusfernandes.com
>
>Live life as an exclamation, not an explanation!
>
>
>On 17 October 2011 07:01, Linus Fernandes wrote:
>Dear Rajeshwari:
>Another point. I am not a small or home business. Merely an individual. Kindly get that across.
>Linus Fernandes
>
>http://linusfernandes.com
>
>Live life as an exclamation, not an explanation!
>
>
>On 14 October 2011 15:14, <Rajeshwari_SN@dell.com<mailto:Rajeshwari_SN@dell.com>> wrote:
>Hi,
>
>Thank you for your email.
>
>I will be out of the office during the week ends and have limited access to emails.
>I shall respond to your request once I resume work on Monday.
>
>Wishing you a nice week end!
>
>Best Regards,
>Rajeshwari S N
>Senior Support Resolver
>Dell| Consumer, Small and Medium Business
>Toll Free – 1-800-425-8045
>
>
–
Dell Hell V: The emails continue…
Image via Wikipedia
Despite numerous attempts, Dell refuse to refund me the overcharged amount.
_________________________________________________________________________________________________________
dear rajeshwari,
there is no way i am taking this complaint back.
your explanation and actions are unacceptable.
the memory chip should cost approx. rs. 1000/- in the open market. there is an overcharge of rs. 5000 to 6000 in the service charge.
also, there is the issue of less than prompt service coupled with extreme discourtesy from your staff.
your communication to me does not contain even a hint of an apology.
am i understood?
On Tue, 18 Oct 2011 17:35 IST Rajeshwari_SN@Dell.com wrote:
>Dear Mr.Linus Fernandes,
>
>This e-mail is with reference to our last conversation regarding Dell service tag B266S1S. As discussed and suggested, we regret to inform you that we wouldn’t be able to process a refund for the warranty extension as the system was already serviced. Also to keep you updated that we haven’t charged any additional for the motherboard which was never replaced on the system.
>
>Please feel free to contact me for any questions or clarifications on this.
>
>Regards,
>Rajeshwari SN
>Senior Support Resolver
>Dell | Consumer, Small and Medium Business
>
>From: Linus Fernandes
>Sent: Tuesday, October 18, 2011 5:28 PM
>To: SN, Rajeshwari
>Subject: Re: Out of Office: Dell system Service Tag B266S1S
>
>Rajeshwari:
>
>FYI:
>Consumer Complaint filed at: http://www.consumercourtforum.in/f43/dell-india-pvt-limited-51076/
>Linus Fernandes
>
>http://linusfernandes.com
>
>Live life as an exclamation, not an explanation!
>
>
>On 17 October 2011 07:01, Linus Fernandes wrote:
>Dear Rajeshwari:
>Another point. I am not a small or home business. Merely an individual. Kindly get that across.
>Linus Fernandes
>
>http://linusfernandes.com
>
>Live life as an exclamation, not an explanation!
>
>
>On 14 October 2011 15:14, <Rajeshwari_SN@dell.com<mailto:Rajeshwari_SN@dell.com>> wrote:
>Hi,
>
>Thank you for your email.
>
>I will be out of the office during the week ends and have limited access to emails.
>I shall respond to your request once I resume work on Monday.
>
>Wishing you a nice week end!
>
>Best Regards,
>Rajeshwari S N
>Senior Support Resolver
>Dell| Consumer, Small and Medium Business
>Toll Free – 1-800-425-8045
>
>
–
Dell Hell IV: The misdiagnosis issue–still no refund….
I just got off the phone with Ms. Rajshree SN of Dell India.
The lady refuses to accede to my demand/request for a refund despite my pointing out that the problem was misdiagnosed.
I was then presented with a wrong advice.
I was also made to wait for almost a week before my machine was repaired.
Is this the Dell experience?
Does this include your CSA telling me, “Just do your job.”
Excuse me, ma’am, do I work for you?
Does that money come out of some trust fund that you have set up for yours truly?
Should a customer not expect courtesy from your front end representatives?
Quote of the Day:
It’s not how much you have that makes people look up to you, it’s who you are.
–Elvis Presley, celebrity singer
Dell Hell III: The nonsense continues?
At long last, I received a phone call from a Dell representative, Ms. Rajeshwari SN, a Senior Support Resolver.
I re-narrated my complaint and was told that she would take up the refund issue with her supervisor.
That was yesterday evening , a little past 5 p.m.
I have not heard from them since.
Pasted below are the transcripts of e-mail conversations prior to the phone call:
___________________________________________________________________
Linus Fernandes to Rajeshwari_SN
show details 10 Oct (2 days ago)
Dear Rajeshwari:
Thank you.
You can try the number once more or +91 XXXXXXXXXXX (as listed in your records).
Linus Fernandes
http://linusfernandes.com
Live life as an exclamation, not an explanation!
__________________________________________________________________________
On 10 October 2011 16:42, <Rajeshwari_SN@dell.com> wrote:
Dear Mr. Linus Fernandes,
Warm Greetings from Dell
We tried reaching you at the below listed number but unable to get through the line as there was no answer from your end.
Phone # XXXXXXXX
Time of call: 04:39 PM
Please provide an alternate phone number and the best time to reach you.
I am looking forward to a response from you at the earliest.
Regards,
Rajeshwari SN
Senior Support Resolver
Dell | Consumer, Small and Medium Business
______________________________________________________________________________
Live life as an exclamation, not an explanation!
Dell Hell 2: Transcripts of emails sent to Dell India Customer Service
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
_________________________________________________________________________________________________________
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!
______________________________________________________________________________________________-
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!
_______________________________________________________________________________________-
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.
Dell Hell : CSAs treat us like blithering idiots
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.
