HCL
Poor and Delayed service by HCL

I gave my laptop with Serial No. - A094AX128996 for repair at HCL Service Center, S-10, Green Park, New Delhi, Ph No.-011-46049816 on 2nd August. They told me that there is some problem with the motherboard and will be done in 3-4 days and asked me to register the complaint at HCL toll free number 18601800425. I called at the number 18601800425 and they asked me to send a mail at hcltouch.reg@hcl.in along with the scanned copy of warranty card and Bill which I mailed them on 3rd of August. A few days after they again asked for details of the laptop over mail which I send the same day. Again a day after they asked me to give a scanned copy of the warranty card and Bill. I send them the same telling them that I have already send it to them before.

On 8th August, I called the customer care to ask about the status of my laptop, they put me on hold for 10 mins while they confirm the same from HCL Green Park Service Center and told me that I can collect it on 12th August. Since I was in Roorkee at that time and 13th -15th was an off, I decided come to Delhi on 16th August. On 16th, they told me that my laptop complaint is not registered. I made a call to the customer center which they usually pickup after you try for 15-20 times and told them that I had already registered the complaint, but they asked me to register again and also asked me to get the complaint no. from the service center at Green Park. I called the HCL Service Center at GreenPark whch again remains busy for atleast an hour before someone pickups but they told me that they cannot provide the complaint no. and you will get it only from the customer care. Highly Frustrated, I called the customer care and told them that they register my complaint else I go to the court. Finally they registered my complaint and gave me the number immediately. Hence the complaint got registered on 17th August and they told me that the laptop will be repaired in a week. After a week when I called they told me that it will take 3 more days. After 3 days when I called them, they again said that it will take 3-4 more days. Moreover everytime you call either the customer care at the number 18601800425 or 0120-2406105 or the HCL GreenPark Service Centre at 011-46142685 or 011-46049816 it takes atleast 1 hour to reach them as they are always busy. I asked them to give an alternate number and they gave me the number 09818881989. When I called at this number the person asked me to call 01146049816, that is the same number of HCL GreenPark Service Center. Highly angered and frustrated I called the customer Care again on 5th September and asked them to resolve the matter else I’l move to court when they put me on hold for 20 mins so that they can talk to the service center at green park and told me that I’l get the laptop by Monday, 12th September.

I moved to delhi on Monday, 12th September and called the Service center and they asked for 3-4 more days. I called the customer care and asked them to make me talk to some senior person. They transferred the call to the supervisor who told me that I’l receive a call from service center about the same on Tuesday evening or Wednesday 14th September but didn’t receive any call.

In all this my business has suffered drastically, I have incurred expenses and lost a lot of my precious time in calling them over and over again almost 200 times since most of the time they don’t pick up my calls and have suffered a lot of mental trauma due do the poor service. I even had to purchase a new computer a few days back.

Additional details:

Laptop Serial No. - A094AX128996

Job Sheet No. for repair: 2339

Complaint No.: 8400028334

Company: HCL
Country: India
State: Delhi

  <     >