Escalation Management Team & Grievance Team - Not responding

From:
Sent: Tue, 09 Sep 2025 22:07:41
To:
Subject: Re: Immediate attention
Dear sir, It must be a valid email address provided on dell.com. you might be extremely busy. Kindly spare some time and pay attention my email.
Thank you,

From:
Sent: Tue, 09 Sep 2025 19:17:26
To:
Subject: Re: Immediate attention
Dear Mr, Kindly pay attention to my email and reply.
Thank you,
Abhishek

From:
Sent: Tue, 09 Sep 2025 12:53:57
To:
Subject: Immediate attention
Dear Saikat, I don't know whether you are the right person to forward my escalation or not. On searching the website, I found your email address as grievance officer. Kindly look into my escalation. Otherwise, kindly send me the escalation hierarchy. It has already been responded by Ajeyrohith and copied to alexa. Someone who is the manager of them or who looks into issues escalated for escalation team. I asked them many times for escalation hierarchy. Either They skipped it or responded very late.
Thank u,
Abhishek

From:
Sent: Mon, 08 Sep 2025 13:52:13
To:
Subject:
Ajeyrohit, What it was to be a simple 5 minute process to place an order and get in in a delivery time line. It became the worst of all time. The case I will keep open till the time I don't get answers to my questions with proof. However, I am going to cancel my order for the reasons mentioned below: -

A1. Dell is doing FRAUDs with their customers by attracting them with their website and giving them invoice from STPL which wasn't the case earlier. I have been told STPL is doing this for the last one year. NO PROOF as a document or something written on their website has been shown or given after almost a MONTHs time.

A2. Products displayed on their website Dell.com. You choose one and when click on buy button it takes you to Dellstore.com website which also belongs to Dell technologies. You pay and get an intimation on email that the payment is made to www.dellstore.com which is Dell technologies. However when the product is going to be shipped and you get an invoice it is generated by STPL (SANWARIA TEXPRO PRIVATE LIMITED).

1. On their global authorized web site SANWARIA TEXPRO PRIVATE LIMITED does not come when searching with find a partner. Screenshot attached.
2. Doesn't it come under fraud?

B1. According to Ajeyrohit, Global Executive Escalations Management, "Your order was processed through STPL, our authorized retail partner. Accordingly, STPL is responsible for both fulfilment and invoicing".

1. No proof till date has been given to show STPL is their authorized partner and responsible for order fulfilment and invoicing? DENIED by him/Dell?
2. When asked to write this on a Dell letter head with Dell technologies stamp on it, Skipped the question and provided unnecessary repetitive information which was of no use. DENIED by him/Dell?

B2. According to Ajeyrohit, Global Executive Escalations Management,

Statement 1:
                            Models available for direct purchase from Dell (Inspiron 14 and 15) will show an “Add to Cart” option. Other models will display a “Buy Now” option, which clearly indicates that the order will be fulfilled through STPL.

Statement 2:
                          "While the “Buy Now” option does not explicitly mention STPL, it is designed to indicate fulfilment via our retail partner"
                 1. According to him "add to cart" and "Buy now" buttons are provided by Dell to distinguish a purchase from Dell and STPL? Worst logic I have heard till date?
                 2. Because Dellstore.com belongs to Dell technologies as well as the parent company Dell.com, there is no pop up message of third party website when Dell directs you from Dell.com to Dellstore.com. Because of the the customers trust Dellstore website. Instead of popping up a message "You will get an invoice from STPL", they want customers to identify from Add to cart and buy now button they are being invoiced from Dell and STPL respectively.
                 3. Inspiron 14 and Inspiron 15 are only two products available to be invoiced by Dell. This suggestion given by him to me after almost two weeks. I ordered for a Dell 16, instead of giving me some similar models he wanted me two select between these models if I want to get a Dell invoice. Can anyone tell him difference between Dell 16 and dell 15 or Dell 14?

     B3. According to Ajeyrohit, Global Executive Escalations Management,

                    Statement 1: -
"We attempted to contact you at , but were unable to connect".

1. This is not my number.

Statement 2:-
we have attempted to reach you multiple times at, but have been unable to connect

1. Called up only two time in one minute interval, only 6 rings each time.

C1. According to Ajeyrohit, Global Executive Escalations Management,

Statement: -
We would like to clarify that for the consumer segment, Dell operates through STPL, our authorized fulfilment partner. Orders placed via the Dell Store website for consumer products are fulfilled by STPL, which is why the invoice is issued under their name. Kindly consider this as Dell’s written confirmation for your reference.

1. Something written on an email should be considered as confirmation according to him. but when I say the following on email: - After 3 years, kindly consider this my commitment to pay the laptop price to Dell.
His reply : - We sincerely regret that the resolution does not meet your expectations. Kindly consider this as Dell’s final stance on the matter
2. It was not my expectation. If it were, I wouldn't make the payment for keyboard and mouse (The offer which was not visible at the time of buying) and sent you the screenshots of what I was experiencing at the time of placing the order in less than 15mins after discussing my case with you over first call with you. Has been almost one month, no proof has been given or shown by you?
3. Your expectations from me were which I clearly mentioned in my early communication now seems to be true -----

My statement in early communications: -
                   This is why I said i felt like lollipop is given. Just to delay the proceedings, either the customer will eventually cancel the order or stop emailing us. The case will go into trash after some time.

         C2. STPL has their own website "onlinestpl.co.in"; on their invoice they direct you to contact their toll free number and support email address. See they say visit us at www.dellstore.com which does not belong to them and for support they ask you to contract their support team Dell.support@onlinestpl.co.in.

                 1. Why these consumer products are not sold on their website directly?
                    2. Why only two models sold by Dell mixing them with the STPL products on Dell.com website to make it harder for the customers to select and buy?
3. On their invoice, payment was made in favour of Sanwaria Texpro private limited only. However, the payment receipt shows the amount is paid to www.dellstore.com which belongs to Dell technologies.

D1. Asking many times to provide me escalation hierarchy to escalate my matter to next level. Skipped my question and shared that repetitive information which is of no use?

CASE IS NOT CLOSED. CANCEL MY ORDER. LAST TIME I AM ASKING FOR THE ESCALATION MATRIX. If not given by EOD, I will take proper action.

Abhishek

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Escalation Management Team & Grievance Team - Not responding

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