Dell Studio XPS
Inordinate delay in delivery

Got 7-10 delivery commitment (both verbal and written)

- Was told XPS is premium machine with no chances of delay in delivery.

- After waiting for 14 days I expressed my concerns again regarding delay in mail and told them they will have to compensate me for the delay.

- - I call the customer care, am told to send mail to

'india_care_con@dell.com and not 'india_care_hsb@dell.com'.

- 21 days since my order and I got neither the laptop nor any reply

- finally after 22 days I got reply from salesman that he's looking into issue and assured that he'll get back to me with an update.

- got laptop's delivery finally in 23 days

- First reply from customer care for my five mails that there's no compensation policy.

My issues:-

1. First and the biggest, a courtesy reply is the least a customer can expect from a company like Dell.

2. The customer care email id

india_care_hsb@dell.com was given to me by the Sales person in his order confirmation email. If they are providing customers wrong email address for contacting you, then

its not customer's fault right??

3. Since Sales person was in cc in all the mails, why he did not bother to tell me the correct email address?? He did not even bother to reply me either (not even once).

4. If Dell really do not have any compensation policy then why the sales person or even his manager didn't let me know this??

Why was I kept in dark for a full fortnight with nobody caring enough to even send me any reply??

Does Dell employees do not know their company policies or what??

5. Analysis of Dell's Illogical policy on no compensation for delay in delivery.

Quote

6. DELIVERY

6.2 "Dell may, at its discretion, deliver the Products by installments... or undelivered Products".

As per this Customer cannot raise an issue even if Dell sends lap top in instalments, first wires, then battery, then lap top, then the key board keys, then other hardwares, then the associated softwares etc. etc. etc.

6.3 "Any dates quoted by Dell for the delivery... howsoever caused".

As per this Customer cannot raise an issue even if delay is by any period be it a year or even more (perpetual) and Dell will not have any liability to its customers for such delay.

Unquote

Such arbitrary and one sided conditions put by Dell on its website and not brought to the notice of customer at the time of placement of order are not tenable and are illegal. This brings bad name to Dell, which please note.

6. When contacted over phone, the sales person told me to contact customer care for compensation while customer care executive told me that sales person is the nodal point for the resolution of this issue. What is the customer actually expected to do?

7. Sales person is least bothered to reply to my 4 mails even after committing in his mail that he'll be getting back to me with an update. This is really very shameful.

8. I was committed of 7-10 days delivery, while I got it in 23 days. That means even more than double the duration expected.

I'll like to mention here that I chose Dell over Apple just because I believed in Dell's commitment to its customers but its Dell who has make me think otherwise. I deeply regret my decision to choose DELL.

Company: Dell Studio XPS
Country: India

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