Dear Sir/Madam,
Reference service Tag No BFD94F1
I had contacted Dell Customer for diagnosing the problem with my Laptop. After tossing me from one person to another and waiting for each customer service person to attend to me for more than ten months repeating the same story I was able to talk to a technical person (after 45 minutes). He said I can open the back cover and check on RAM. Since I did not have screw driver at that point of time he said he will call me on the next day morning (that was on 9th October). But he never called me since it was not a working day I learnt no customer service till following Monday.
I called the Dell custmer service on Monday and Tuesday wanting to contact the same technical person I talked on Friday so that I need not repeat the story. But the same tossing continued on both the days. Finally I was told that I had to pay Rs 720/- for customer service engineer visit to diagnose the problem as my Laptop was out of warranty. Since I had called on wednesday to make the payment after tossing me again I was told to pay Rs 1364/- to diagnose the problem. After realising the payment I was called on Friday by Dell to fix up an appointment with the engineer, . The very next day on Saturday (16th October) engineer ID 607289 Shri Rahmat) visited my home he opened the back cover checked everything and informed the Laptop is quite OK. Since I was not satisfied that there is no problem with the Laptop I wrote I will accept after observing. The very after few hours the laptop hung went off and the same problem persisted. I informed Shri Rahmat by SMS the the problem with the Laptop is not diagnosed. I called the Dell customer service to say that the problem is not diagnosed for which I have paid. I was told to contact Dell service centre at Andheri, Mumbai or I pay Rs 16000/- to attend to Motherboard problem which they have assumed. Service centre informed again I have to deposit Rs 1364/- before they diagnose and tell me how much it costs me to repair the Laptop.
Notwithstanding your obligation to give proper customer service after giving International Warranty for your brand you have failed to even give elementary service. I demand the minimum you can do is to refund Rs 1364/- which have taken.
Under the present circumstances since your brand name is cheating the customers I have no hesitation to send a copy of this to Consumer redressal Forum.
thanking you,
yours truly,
Gururaj
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