I had a XPS M1210 (Service Tag #537HN1S) which had a electric shock problem and I reported the same to Dell on 8th August 2010. On 12th August 2010, a complain was registered and Dell technical support person gave me a complain no. 5060092. On 20th August, an order for replacement laptop was placed (order #840104475). The laptop reached my place by 17th September. The service tag for the replacement laptop was BW9V6BS. Unfortunately, I found that the laptop's screen was not good and yet again called up Dell's technical support. They logged a complain to replace the laptop on 3rd October 2010 and gave me a complain no. 5476229. This laptop was picked up by Dell logistics on 21st October 2010. However, during that time Dell did not have an equivalent system and I had to wait till 2nd Novemeber. On 2nd November 2010, I placed an order for replacement system (order #840169012). The order acknowledgement email indicated that the estimated delivery date will be 10th November 2010. However, till 9th November 2010, the manufacturing had not even started. So, I called up Dell's replacement team and after calling multiple times, I found out that the Finance team had not gien clearance. On 12th November, I was told that the Finance team has approved the replacement and I will get the laptop by 17th November which was later changed to 22nd November 2010. Till 19th November, I kept on calling Dell but no one in Dell gave me the correct status. Finally on 19th November, I was told by Dell's replacement team that the order is having some problem so i need to place a new order once again and cancel the old order. Since I had no other option but to listen to Dell's replacement team, I placed a new order (order #840186486) on 19th November. The estimated delivery date given to me was 16th December 2010. Unfortnately, the new order is also stuck at the same point as the previous one. I have still not received the order confirmation email for this order; i just received the order acknowledgement email. Dell places the order in 3 steps: it sends quotation, then it sends order acknowledgement and then order confirmation.

On Tuesday 23rd November, I got calls from Dell Logistics team for laptop pickup. The laptop was already picked up on 21st October and I had already sent a scanned copy of the the pickup acknowledgement to Dell's replacement team long time back.

I am interacting with Ms. Ramya B. from the replacement department and her manager Ms. Maria Nirmala over email. It is very hard to reach the replacement team over phone in Dell. Ms. Maria Nirmala never even bothers to reply to emails. I have tried complaining on Customer care. But they say that they cannot take a complain against this issue since it is being handled by Replacement team. So, I sent an email to the email ID provided on web and the online form to complain about the poor service. I got an autoreply with the subject "Case ID: 3676607 Customer Service (OutstandingIssue) #AutoReply# (KMM12899049I23241L0KM)". But till date nobody from customer care has bothered to call me regarding this case.

From 8th August till date (more than 3 months) I have made so many calls to Dell but they are not at all resolving this case.
I want to bring to notice of general public the bad service given by Dell. I want strict action to be taken against Dell for causing so much problem to me. Their laptop quality is poor, their service is hopeless and they dont treat the customer properly.

Regards,
Ayush Gupta
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