My name is Simran Talreja. My laptop had a fairly simple problem starting with my laptop touchpad being slightly damaged, and I wanted to clear up my laptop so I saved all the important stuff on a hard-drive and wanted to have my laptop formatted.
The first engineer who came, namely, Vijay Bilare, fixed my touchpad but however managed to rip apart my wi-fi wire and also the hinge of my laptop. He begged me not to complain, accepted his faults and said he'd come the next morning, but he did not show up. He also did not mention that he was only a hardware engineer, he still formatted my system and did it all incorrectly. Since then my laptop has become irresonponsive.
Another engineer was sent, I dont remember his name, but he damaged my optical drive, and although he fixed the hinge, he did not do it correctly, so I had to again call a 3rd engineer.
20 days have passed by, the last engineer came, again formatted my system, fixed the hinge but still my laptop remains irresponsive. Even he could not understand the issue.
He was kind enough to contact Dell and put me on conference with a man named, Kumar.
Kumar and I together on the phone spent 7 hours trying to fix the issue, but it still remains unresolved.
As a customer, I did my duty, if Dell messed up, I kept giving them opportunities to sort the issue. The past 20 days, from 9 am - 6 am have gone in just working with Dell.
The last problem, was with a certain Malavan S. who firstly spoke so rudely to me that I broke down and cried on the phone. Secondly, said I should send the laptop to Banglore for another 1 week without a guarantee of replacement, or another step beyond the 4th engineering step.
I made it clear that I was travelling, so I could not wait another week, since I've already waited 20 days. He spoke to me very very rudely. I am currently waiting on a call from a senior person at Dell that was promised to me.
I have a feeling I will never purchase Dell again.
And if you are a person reading this, I suggest you dont either.
What is the point of paying for warranty and customer service when you are treated so horribly over the phone? It is because of customers that Dell is working today, and we aren't respected, why should we sit around buying their products?