Hi,

I am Kabir Nanda from Gurgaon. I purchased a Dell Studio laptop with intel core i7 processor on the 9th of October, 2009 at a cost of around Rs 56,000, which was paid immediately. It was scheduled to be delivered on the 21st of October however Dell postponed the due date to the 6th of November. Throughout this period there was an absolute lack of clarity from their support staff as to what the reason for this delay was. I was also told that Dell had been flipflopping between cancelling my order and not cancelling.

On the 17th of November I was told that I will have to cancel my order and then rebook, for internal reasons(Although I feel it was to erase any record of dell taking over a month to deliver on a promise to a consumer). Having already waited this long, I thought I may as well go along with this since they still had my money and I needed the laptop urgently. When I received the new invoice, the hard disk of my laptop was at a lower specification than what I had originally ordered. When I called to rectify this (within 24hrs) I was promptly told that the laptop had already been built and was due to deliver any day(although it did not say so on dell's website's order status service). I personally find it hard to believe that a laptop which could not be created for over a month took less than a day to finish completely and be ready for delivery so soon.

I was then told that for rectifying this the order would be cancelled again and I must wait exactly 7 days for a 'credit note' to be generated before the correct laptop can be booked again. It has been over 15 days and no credit note, and a complete lack of a concrete explanation for any of the events that have led to such a massive delay in the delivery of this laptop. I have still not received my laptop and there seems to be no sign of receiving it anytime soon.

I would like to know is there firstly, any way to get my laptop faster, and secondly, any legal recourse against Dell for failing completely to deliver upon it's promises and for keeping Rs 56,000 of mine for over 2 months. There is a huge lack of transparency and I have absolutely no idea why they are not delivering my laptop.

Regards.

I also have the relevant emails to support whatever I have said.

Dell India.

1. Promised delivery in 7 days.
2. Took Money.
3. Stop taking calls and replying to emails.
4. No delivery even after 1 Month. No refund.
5. No response to emails - Customer service takes call, assures service, transfers calls to each other.
6. Outright lying -- i was told once the product is delivered. On another occasion, i was told it on its way, but they are not able to provide a tracking number or way bill number.

People involved:

Main culprit - Rajiv Verma ...His bosses: Clint, Pradeesh Ravi.

<pradeesh_ravi@dell.com>, <Sachin_Chopra@dell.com>, <Rajiv_Verma@dell.com>

I pleaded, i begged, i asked for mercy -- these people are horrible, disgusting, liars, cheats and frauds who are there for the numbers without any consideration for the company or its customers. You are suckers.

There are so many similar complaints for Dell.

Hello Kabir and Mehul,

We have gone through your complaint, as you mentioned that you have all the emails, and complaint nos., that support your statement, then send a written notice to the CMD of DELL via registered post, mention all the details in it and attach photo copy of purchase bill, print copy of emails and ask them for the proper solution within the mentioned time of 15-20 days.

Do it first and if still face any problem then contact us again.

I have Purchased a Dell laptop of XPS 1530 model. In the begining it worked properly... After the expiration of the warranty period the laptop battery has been gone and its not working... it shows there is no battery found eventhough there is a battery... if i contact the customer care means they are simply telling that your warranty period has been expired and so you have to buy a new battery only... When i asked the price of the new battery they told its 6000... see how they are trying to cheat the peoples... I just want to ask only one question that are you people manufacturing the products that'll be working properly during the warranty period only?????? Is this good for a reputed company?????? Waste... I am not the one and only person who is having this problem but one of my friend also having the same problem in his battery... He also have the same model of laptop which am having... After this many of my friends asked about the brands to buy laptops.... i simply replied that u can buy any laptops except dell....

quotation number… IRIS3532479

The order was placed on 22nd April and was to be delivered on 2nd May .They failed to do so and the reason they gave was shortage of parts which is very lame. the new updated delivery date was 10th May .the change of delivery address notification was sent on 4th , however till then the laptop had not even been completely assembled. On 11th when inquired the new date given was 17th May and no reason was given for delay . Further the company failed to deliver on 17th and said they would take 3-4 more working days . then the information given was that the laptop has been dispatched and you will receive it on 24th May. On 24th when inquired at Blue Dart courier service they said the laptop has gone back to the company on their request .For further details when contacted Dell they had no reason and no information for the action or any information.


The sales agent assigned to this order was not available on her phone number provided, when contacted customer support, they used to transfer the call and request to talk to the sales agent. Sales Agent- Ambili Unnikrishnan, was not available and all emails were unanswered after 15th May, 2010.

Sir actually my order number is 0609371 and the customer code is 338216. My system estimated delivery date was 14 June but I have not received the system till now.
And when I called to dell then basically they were transferring the call to each other and they are not giving me the right information. I have called several times to dell people which are as follows-

Mr. Jitendra customer care department.
Ms. Raghu
Ms. Indu
Ms. Rathi
Ms. Rani
Mr. Naveen Dell system exchange team
Mr. Bopanna
But all these people are unable to give me right information. and they told me in last that I would call you and mail you but they are not calling me I am trying from last ten days.

On 05/05/2010 I ordered a Dell(TM) Inspiron 14R new laptop online. Order number: 7800580524. It was couriered to me on 16/05/2010. I found it running slow, taking long time to get the desktop. I called DELL's technical support on the very next day. He disabled some services and start-up items. Make sense. The system went to blue screen while playing music files. Next day when I turned the system on, I got a black screen with white text. Called DELL's technical support, after spending hours he/she found the system got crashed along with recovery partition (BINGO!!!). Call got disconnected. Another day, I called someone and he dibugged and reinstalled the Windows 7 trial version as I didn't receive any Windows DVD (they are not permitted to provide that). I must write here, my call got disconnected many times in between the troubleshoot and there was no call back. New installation was running slow and meanwhile I noticed few keys in keyboard were tilted and while playing music there was a pause or break in between. Called again, they gave me crap reasons......... now the point is I ended up calling DELL’s technical support, in Bangalore or Mumbai, I spent God-knows-how-many calls and hours on the phone. And of course money before somebody realized my situation, had mercy one me and I was given a toll free number (YESSSS!!!). What next?!!!! The "concerned person" told me I am supposed to get a replacement of the whole unit. Sounds good. I was given several case IDs. And finally I was given a mail ID to apply for Credit Note, as I was not interested in getting the same model back. Fair enough. I mailed, and even after a week I got no reply. What the hell!!!! Called again, this time I got real angry.... I was on hold and transferred from department to department and after 1.5 hours I hung up. I was calling for the same problem again and again, just to know what happened to the email and CREDIT NOTE. Finally I got someone friendly and he replied me the next day with a pick up declaration note. It made me mad. My system was supposed to get picked up by some Logistic team. It was already one month June 16th, 2010. What about the DATA dude? Am I going to loose everything just because I have received a faulty system? Spent some few more days calling and speaking to people different departments, receiving wrong information and apologies for that. Finally I got to know there will be no responsibilities from DELL to get my DATA backed up. Great!!! Spent some Rs 350 to get all burned. After two months from the date of purchase my system got picked up. Received a copy of receipt, nowhere it was mentioned about DELL reference. It's been two weeks, still waiting for any kind of mail or call.

I am wondering after knowing the DELL service is the best service in India, who will explain me what is going on? The multinational company is least bothered about customer satisfaction when it is an Indian customer. None of the department knows who is the "concerned person" fro what!!!!!? Friends, wish me luck one day I will get receive CREDIT NOTE.

Regards,
Dhiman

I have ordered Dell Insipiron (i5) laptop on 4th of August 2010. Dell Rep Provided me delivery time as 3-7 working days. When I checked the status online it was showing the Delivery date to be 17th of August. Somehow i waited till 17th August. On 17th August, I came to know that my Laptop is still in production department and is yet to release from there. Dell alloted a new date of delivery as 25th of August. I again waited till 25th but again faced the same consequences. When i called Dell, they started transferring my call from one dept. to other. Now, today is 28th of August and i am still to recieve my laptop. According to Customer Care, my laptop is stuck at the Custom Clearance and the Delivery date cant be given. Isn't it awful. For a customer like me who is in urgent need of laptop when recieving such pathetic service and response can feel the hell on earth. I am sorry to say, but there is no trasparency in their services.
Regards
Priyank Agarwal

I wish to contact Micheal dell informing him, the inconvenience I have faced while order and getting a laptop with DELL. this has been the most disturbing phase.

I am expecting my Laptop - Inspirion 15R by today (31st August) as mentioned on ths DELL site and its still not processed for dispatch. It’s in Built stage since 5 days.

Sales team can’t do much on processesing. Customer care can’t provide more details than required and can’t assist. I contacted Geeta, Archana from customer care. I also spoke to Mr. Vijay Kumar from customer care who is the reporting manager of Miss Archana. I have not even received any email from Geeta stating that i will be getting the "Targus value top load DFD carrying case 15.6". I am considering filing a case for the delay in getting my laptop and not sending any confirmation emails on the compensation, nor does anyone revert back as communicated on phone.

I want a higher compensation from DELL cuase it has caused lot of disturbance and made my progets delayed and has cause me financial losses as i have to sit in a cyber cafe for hours to work on my project at odd hours.

They said the laptop is stuck in custom clearing... I HATE DELL

-Rohit Malkani
rkmalkani@yahoo.com

I, Sagar Navalkar have been an ardent fan of dell laptop. I've been using Inspiron laptop since December 2004 till date. I've ordered a new Dell Studio 14 on 25th of July 2010 which was to be gift for my family member who's birthday was on 21st of August.

I've been trying to follow up on my order no.840079678 with customer service , retail shop in Thane, & two of the executives in dell (Mr. Vishwas Bhatt - store manager bangalore & Mr. Lohith Shanker - supposed to be Mr. Bhatt's reporting Manager). The land lines of the above two gentlemen is always answered by an answering machine. If I have to get intouch with them, I've always to visit a retail shop who in turn connected me to them. Mr. Vishwas bhatt is a very rude person whereas Mr. Lohith is a suave lier. They have hardly kept to their word about getting back to me with any status on my order. I've always had to call dell either @ bangalore or thane retail and ask to which I am always told that they cannot help me & it will take its due course as there is a part shortage. Mr. Lohith had sent me an e-mail which I'm pasting below, however from that e-mail I cannot even make out that the e-mail is actually forwarded to one Ms. Priya.
================================================== =====
{pasted e-mail}

On Mon, 16 Aug 2010 20:41:59 +0530 wrote
>
Hi Priya,
I would request you to help me in auto deviating order#
840079678, as backlit keyboard is on a Extended lead time, however customer is ready
to receive the system without backlit keyboard, as it’s a birthday gift and
customer wants the delivery by Saturday 21st 2010.
Regards
Lohith
{end pasted e-mail}
================================================== =====

I've paid full amount of 46067/- via credit card & the payment i guess is cleared as I've already paid one part of the payment to the credit card company.

I hope the senior management takes some time out of their understandably busy schedule to look at customer complaints and initiates action against errant employees who are tarnishing the company's image.

Moreover, I would like to wholeheartedly thank DELL for spoiling my birthday gift plans.

I hope I will be appropriately compensated for the same.

And finally, I wish that my order is shipped with my original ordered baklit keyboard only at the earliest.

The Above e-mail was also marked to top officials of Dell India on 23rd of August 2010. After this I received a call from One Ms. Mangala Latha mentioning that my complaint has reached the highest level & all the errant individuals will be dealt with strictly & my product will be delivered on 2nd Of September 2010 once the out of stock part has been procured on 24th of August 2010. I received a second call mentioning my delivery date has been preponed to 30th of August 2010. Since then I've been asking updates on my Laptop & I've been given all vague reasons & standard statements about being very apologetic for the delay as there are problems in Dell with Invoicing system, Customs Clearance.

I have e-mail from Executive director dell mentioning today that my order is in transit & giving me a waybill no. On checking the waybill no. I've found that the order belongs to Edelweis Securities & not Me.

I've been provided wrong information maybe on purpose to stall & buy more time.

I hope such all complaints reach the CMD Dell international & not Dell India Only so that they can see how dell India top officials lie & avoid customers.

To cut the story short,

1) Ordered laptop from Dell retail Thane 25/07/2010
2) Paid Rs. 46067/- with credit card on 25/07/2010
3) Got a call from Dell for order confirmation 29/07/2010
4) Order registered 29/078/2010
5) Given Estimated delivery date 17/08/2010
6) Date Passed, no responce to calls to bangalore & thane shop
7) visited thane shop (Date not known)
8) Contacted bangalore factory & got a estimated delivery date 21/08/2010
9) Checked online delivery date & found it to be 27/08/2010
10) Tried to contact bangalore on 23rd of August
11) Wrote e-mail to all top officials in dell including executive directors/ managers/ CEO/ etc. on 23/08/2010
12) Got call from Mangala Latha inquiring about the complaint & the defaulters names that I had mentioned in the e-mail on 23/08/2010 gave me estimated date of delivery of 2nd September 2010 23/08/2010
13) got call on from bangalore mangala latha preponing my date of delivery 30th of August 2010
14) Wrote to Rengapriya & Arvind on 31/08/2010
15) Standard answeres from them on 31/08/2010
16) Got Mail from Mahesh Bhalla ED, Dell India on 1/08/2010 saying the it would take a week & EDD would be communicated.
17) EDD not communicated
18) I wrote back on 4th of September 2010 & got a reply from Mr. Bhalla.
19) Mr. Bhalla Replies with courier waybill & reference no & mentions that my order is in transit which I will recieve today.
20) I found out that the waybill no. is wrong & it is not my order.
21) Wrote back to Mr. Bhalla about this mis communication but no answer.

Please help./......


Sagar.

Hello,
I have made cheque within 7 days fron the quote date and while submitting the quotes dell sales representative has tole me to hold for 1 week the made cheque due to unavailablity of the Full HD screen. After 1 week sales representative told me to agian for 1 week. and after 1 weel i contacted to sales resperentative for same he told me to compromise with normal HD screen since he has no information for Full HD creen availibility.
I have tried to get at the expected date but could not get any information fron Dell india sales representatives. Its really hard to believe dell india and very hard to believe dell sales guys.

Vinod

DELL Studio 15, Full HD screen availability

Hello,
I have made cheque within 7 days fron the quote date and while submitting the quotes dell sales representative has tole me to hold for 1 week the made cheque due to unavailablity of the Full HD screen. After 1 week sales representative told me to agian for 1 week. and after 1 weel i contacted to sales resperentative for same he told me to compromise with normal HD screen since he has no information for Full HD creen availibility.
I have tried to get at the expected date but could not get any information fron Dell india sales representatives. Its really hard to believe dell india and very hard to believe dell sales guys.

Vinod

DELL Studio 15, Full HD screen availability
Hello,
I have made cheque within 7 days fron the quote date and while submitting the quotes dell sales representative has tole me to hold for 1 week the made cheque due to unavailablity of the Full HD screen. After 1 week sales representative told me to agian for 1 week. and after 1 weel i contacted to sales resperentative for same he told me to compromise with normal HD screen since he has no information for Full HD creen availibility.
I have tried to get at the expected date but could not get any information fron Dell india sales representatives. Its really hard to believe dell india and very hard to believe dell sales guys.
Vinod

I booked a studio 15 laptop on 26th of august and was assured of delivery by 4th sept, as i was in mid of training in mysore and wanted it for my training i gave my mysore address, when i contacted dell on 4th i was told its stil under production and will be delivered by 9th then on 9th i was told that it wud b delivered by 23rd and my training ws ending on 15th so i requested for change of address on 10th sept and after that i was gver dates like 23rd and 25sept for delivery and when i askd them today then also my address wasnt changed and now online status is also not showing anything and fro customer care team no1 is ready to help.don't know where to go and the guy who booked the laptop has stopped taking my calls.

Involved persons-
Varun(took my order and sits in gurgaon)
Sandeep(told me that my address wud change in a day bt wasnt done till now.)
Mamta(false commitments)
Sumitha(False commitments and promises)
Chitra(again the same story)

DOnt know what to do...plz suggest something!