Dear Shelinder and Mukesh,

I am assuming you are aware of the specifics concerning the Case number 5968953. My system tag number is JBLJ4BS.

My warranty was expiring in Dec'10 when I mailed your support Team. Vidya_k@dell.com and whose manager Sampath_gs@dell.com pointed out that I could do a complete care warranty. The replies were swift from Vidya. I had asked if everything was covered under the extension complete care warranty and she said YES. I sent a mail back if battery too was covered. Vidya quoted in the mail stating YES it is covered. I agreed and went and did a telephonic transaction of 2 years complete care extension.

I call back on 29th Dec, after running the system diagnostic test by the Dell Support Software and it said that my battery needs to be replaced at the earliest. I call the customer care and I explain the situation to an executive of Team Samir (KMM13558289I23241L0KM). They come through a remote login and authenticate my email from Vidya.
After this he puts onto his manager and he tells me that since it was the employee's mistake and miscommunication they will replace the battery. During the course they say that Vidya will call and the dispatch team will confirm my delivery address. Vidya called and apologized for the goof up and said that the battery will be replaced and took down my details.

3 weeks and I dint get any call. I called the customer care and they too dint respond properly as the line was getting cut. In FEB-11 as per our conversation with Deepak Saini he listened to the whole thing for 45 mins and said he will get back and put me on a blank tone. By this time I was fed up and the irritating part is that nothing is being communicated to the customer properly. So I got their email ID's the first thing when we began our conversation.
Following the call with Deepak I called back and spoke to Tanya Sareen. As per our conversation which lasted over 80 mins she confirmed to me that I will get the battery replaced and gave me a new Case number which is mentioned below. On doing so she also said if I could hold on she would give me the dispatch number. She kept putting me on hold and said that she getting everything confirmed with her manager, Shelinder.






I asked her for an email confirmation and she said that Mr Shelinder will be sending it EOD, for which I am yet to receive the confirmation dispatch number. This just proved to me that word was not kept and the executives and the managers are not willing to give a confirmation of their word on email. I am done hearing the sweet talk you all do after having us on the line for more than 70 mins.

I got a call yesterday from a DELL executive saying that the request has been rejected and she said that the same thing with regard to policy. When I tried explaining her the whole history she too dint listen and I said any communication to be done on email. Do let me know what the status is and send it on email.

Kindly make sure the issue is resolved. You can reach me on me email 24x7 and also please make sure when replying you are copying your higher managers and concerned department too.

Case Number: 6647025
Dispatch Number: 780505346996

Dell IDS: shelinder_kaushal@dell.com, <mukesh_upredi@dell.com>, Sampath_gs@dell.com, <d_saini@dell.com>, tanya_sareen@dell.com, Vidya_K@dell.com