Shattered trust of over 18 years using Dell systems

Question

Received my new Vostro 3590 on 1st Aug 2020. The excitement died as it came with numerous issues.

After waiting long hours in customer call queues and trying innumerable times it was difficult to get through customer support and get the requisite support.

I raised a couple of service requests, wrote emails and received no response.

I kept trying until I got through to the Vostro technical support team on 7th Aug 2020 informing them of all the issues and how how mentally stressed the past 6 days had been.

I requested that I should be allowed to return the laptop and shouldn't be charged a restocking fee as the laptop received is faulty.

The technical support supervisor assured me that they will help me resolve the issues and I started working together with the whatsapp support team long hours sacrificing my production hours and mental peace.

The 3 service requests I raised were closed stating that the customer initiated email communication.

The technical support team made me run the diagnostic tool atleast 6 times, helped me update the drivers, made me reset to factory settings, reinstall windows and all of this helped fix a few of the many issues that I was having with the laptop.

On 11th Aug 2020, I was advised that the laptop will be replaced as Dell does not support refund without the restocking fee. Having invested my hard earned money, I was very reluctant to let go 15% towards the restocking fee over a faulty laptop. Having no room for choice, I agreed to the technical support Engineer to go ahead with a replacement.

I was advised that the Replacement would take 40 days. Surprisingly, when I made a purchase on the Dell website, the laptop was delivered in 6 days and now I had to wait 40 days for no fault of mine and continue the payment of EMI's (Interest + Principle) to the bank from which I had borrowed money to purchase this laptop.

Thereafter after 6 days I was contacted by the Replacement team on 17th August 2020 requesting for some information to initiate the pick up of the faulty system and to place an order for a replacement system. The email clearly mentioned that it will take 50 working days to replace the laptop after the order is placed. I responded to the email with the requested information immediately and haven't heard back or received any acknowledgement for receipt of the requested information.

I have sent a couple of emails thereafter requesting status of the request or if the order has been placed, however no response at all.

I am so frustrated and mentally stressed with this poor unresponsive attitude that has lead me to believe that Dell's customer service and after sales service is one of the worst in this industry.

For the last 20 years I believed that Dell is one of the best trusted brands, however this experience has made me believe otherwise.

It's past 8 days since I submitted the requested information and I don't even know if the case worker has received it or what is the status.

I really wish that Dell would just refund my invested money and take this laptop away instead of replacing it and causing me to go through a stressful and unpleasant experience.

ManojRN · Accepted Answer

Today, after a rigorous follow up of 55 days with Dell, I received a satisfactory response with a satisfactory resolution.

Trust -> Shattered Trust -> Reinstated Trust.

Request you to make the customer experience for customers who receive a faulty laptop effective and more efficient.

Thanks Dell!

Manoj

ManojRN · Answer

This morning I called the customer care team and requested them to connect me to the Replacement team. It was a sheer coincidence that my call got connected to the case worker working on my system Replacement.

I explained my concerns to him and how disappointed I am with the delayed responses.

He was very understanding and ensured me that he will expedite the process to the best of his ability.

He also, said that since I have been facing issues with a new system I have a choice of going in for a replacement of the exact same system, which would take about 50 working days or I could request for a refund which would take about 40 working days.

The only advantage with the option for refund is that I can immediately purchase a new laptop and start using it instead of having to wait for 50 days without a laptop and my investment adding no value.

I appreciate the understanding extended by the case worker and reinstate my trust in Dell again.

I only hope and worry that I am not made to stress again with the refund process and it's associated timelines.

I also hope I am kept informed of any delays/ progress.

DELL-Cares · Answer

Hi,   I have replied to you via a private message.   -Gautam.

ManojRN · Answer

It's been a week since I last heard from the Dell case worker. Yet again my patience is being tested. Today it's a month since I received the faulty laptop and have been relentlessly pursuing a resolution. I don't know how many more days/weeks/ months I will have to wait for a solution.

ManojRN · Answer

Dear Gautam, with reference to your private message, I would like you to know that I have been writing to the concerned team on email once in every 2 days as well as posting follow up messages against the open service request, however I haven't received any response from them to any of my emails or follow up messages. The case worker does not even bother to give an update. It is very sad that I have to go through so much mental stress. It's not my fault that I was sent a faulty laptop. I wonder what pleasure is being derived by having me go through so much stress over the past 1 month. I have shared the service tag with you please look up the open service requests and see how many emails, follow ups and phone calls I have made, probably that will give you an understanding of the extent to which my patience is being tested. This is not acceptable by the so called 'most trusted brand in India'. The only contact that I could establish with the case worker is when I accidentally was connected to him over a phone call made to customer care. The case worker thereafter assured me to resolve it in a day or two however it's been a week since he even cared to respond or reply to my emails thereafter. If I do not hear back this week then I may be pushed to take this forward legally under the Consumer protection act. I have all the emails and all possible communications in this regard that clearly showcase the poor response from Dell in addressing this issue and reflects very poorly on the customer support offered.

DELL-Cares · Answer

Hi,   I have replied to you via a private message.   -Gautam.

ManojRN · Answer

One more day and no response inspite of sending the case worker a follow up email

ManojRN · Answer

Another day and one more follow up email sent to the team, however no response.

A true test of patience over the past 33 days of having my hard earned money invested in a brand new faulty device with absolutely no response to my numerous emails.

DELL-Cares · Answer

Hello. Please accept our apologies for the inconvenience caused. This has been already escalated internally and worked upon. Rest assured we shall notify you as soon as possible. ^MP

ManojRN · Answer

I just received a call from the supervisor from Dell and she has assured me a resolution on priority.

The case worker also assured me a quick and prompt resolution 8 days ago and never bothered to respond thereafter.

I hope history doesn't repeat itself. Will reach out again if it does.

ManojRN · Answer

Finally on Friday, 4th September 2020 the faulty laptop was picked up by the logistics team. I am hoping that the refund process will happen promptly and quickly as I have already lost 38 days due to the delayed response from Dell. I also hope that I won't have to go through the mental agony of following up with Dell support teams for the same as I have been doing since the day k received this laptop. Will keep this open until this is resolved completely.

Jon61 · Answer

Hello, Just my opinion this is unacceptable if you purchased this directly from dell you lost your chance to return the computer and probable cant but a stop on the check. If you get another computer you are going to just get a refurbish one which is also not right. It seems from the form that this happens a lot from other customers complaining the keep dragging things out so it goes over the 30 days and your stuck.

ManojRN · Answer

The faulty laptop has been successfully delivered to Dell on 7th September 2020. I have already shared the acknowledgement with the Replacement/Exchange team, however I haven't heard back anything from them again. This whole experience has been a true nightmare. I hope that they atleast respond and acknowledge the receipt. Wonder what will happen next and when it will happen.
A good learning from my experience is that never ever purchase a laptop online. Please purchase it from a store so you can always go back to the store incase of a problem and get the requisite resolution by interacting with them face to face.
Right now, I have paid with my hard earned money and have also returned the laptop. I pray and hope the Dell team reverts back quickly and saves me further mental agony

ManojRN · Answer

Another week has gone by and my mental stress and agony continues.

My purchase order was completed in 6 days inspite of the restrictions due to the global pandemic (Wow!...keep it up Dell) and it's been 42 days today since I raised my concerns have been struggling for a resolution.

It takes a mountainous effort, from my side each time, to get a response from the Dell support teams and strangely the effort from my side continues and shall continue until I receive a resolution.

As a customer and an end user I pray that Dell works on improving their processes and procedures followed internally to ensure customer satisfaction and timely support in addressing customer concerns.

I wish none of you go through the experience that I am being subjected to.

ManojRN · Answer

Received an email this morning with the credit memo for the returned laptop. Hopefully it will be processed in the next few days and not weeks by the Replacement/Exchange team for final closure.Will keep you updated on this forum.

Vostro

Shattered trust of over 18 years using Dell systems

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