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,
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
Confirm Email Address:     
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

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

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:

Linus Fernandes

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.