I'm a HCL customer since 2003 and have 2 HCL PC's. My dealer is M/s Hari Infotech alias M/s Stop & Go in Madurai. My original 1 2 Service warranty expired on Jan and I had renewed it immediately. The dealer had encashed the cheque on 28/01 but has not given me the Service Extension booklet/ Receipt. I called the owner several times and there was no response and once he used abusive language.
My system's motherboard, processor and CPU fan is faulty and the last service was incomplete waiting for spare parts[26/01]. During one service back in 2008 they broke my cabinet's front bay and thereby dust is getting clogged inside. They have done some irrevocable damage to both the computers and yet they are not taking any responsibility.
I've sent a detailed email to all the HCL service centers including HCL Touch on May 17 and I'm yet to receive a reply. I myself called their number 3 weeks back and when I explained the problem they promised me to send in a technician. But later they refused because I don't have any warranty copy. In fact I had sent them all the documents including my bank pass book statement. But still they are relentless.
After this email one Senior Advocate from HCL called and promised me to resolve the issue. But no visible action was taken. I had brief conversations with their Regional Manager, Territory Manager of Coimbatore region and Mr. Amaran who is in charge of Madurai area many times. But these people are not listening and asking me to produce the warranty statement. This is just a way to beat around the bush as I've made it pretty clear that he has not given me the renewal document.
And last week the regional manager said me that I have to negotiate with Hari Infotech people as this is not HCL's problem. I asked him to arrange for a conference call and he did. During the conference call Mr. Subhu Rayan owner if Hari Infotech started shouting and swore out loud that he'll throw the money at my face. This attitude was not encouraging and I told the RM plainly.
Later the Senior Advocate called me and said that Mr. Subhu Rayan invited me to his office to settle down this issue. But when I called him to confirm the appointment, Mr. Subhu Rayan told that there is nothing to negotiate and was hitting me for taking this issue to HCL. Thus the negotiations failed even before it started. Then I called the Senior Advocate back and she promised to solve this problem in another 2 days. Since the given time had passed I called her today and she told me that this problem is in Mr. Amaran's territory and he will offer me all the help.
Heeding her advice again I called him in good will just to hear the same story. He was requesting me to produce the service extension booklet and was ridiculing the passbook entry. When I told whether he can solve this issue or not he told he'll talk to Hari Infotech and get back at 2'o clock. The given time has passed and I've given them enough time and documentary evidence that M/s Hari Infotech is a continuous offender. But HCL is not taking any steps to protect its customers. In fact in the year 2008 they forced me to pay Rs. 400/- for O/S installation when the system was under service warranty. I've all the documentary evidence proving these allegations. I'll produce it on demand as it contains some personal data.
At this point I'll be better off with every penny I've paid them for my PC's and AMC's and let them take the PC's in its original configuration.
I kindly request you to intervene and offer me some advice on this regard.
Thank you very much for your time,
Regards,
Vasudevan Krishnamoorthy
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