My HCL Beanstalk Desktop system which is in AMC with HCL is down since 23/7/10 and till today it has not been resolved and system is not available for use.
My system's motherboard was removed for repairs 21/8/10 or so and till today there is absolutely no news or intimation as to when it is going to be put back. Replacement given has very limited capabilities and since almost 2 months, the system is down and has become a show piece. The response to repair and make system UP is very lethargic.
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Chronological order of my complaint :-

I have an HCL - Beanstalk - Desktop - purchased in 2005 at home. Since then the system is on AMC with HCL. Quite often the services were provided by the local HCL Service Centre in Goa. Probably the system since 2005 has not worked continuously without any problem at any time for more than 6 months., meaning to say the HCL engineers had to attend to the same time and again. So far almost all parts have been replaced., like, motherboard, LCD monitor, SMPS power supply, keyboard (cordless)- repaired, etc. etc. I thought that by buying and using a branded one, like that of HCL, I would have a system which will work fine without any problems atleast for 3 to 5 years. But alas, may have to change my thinking.

There was a HCL Service centre in Goa, which I understand has been closed. There was no intimation about the closure to the AMC holders. Don't you think that it was your responsibility to inform all the HCL system owners whose systems are under AMC, about this change and also what needs to be done in case of any problem. There was no such intimation to this effect.

Recently 15 days back (16/7/10) my PC started hanging. Hence I started calling up the HCL service centre only to understand that it no more exists. Somehow managed to get your call centre at Noida ( 1 860 1800 425) and registered my complaint. On explaining the problem, I was asked to try resolving the same myself, assuming that it may be a s/w problem. I conveyed that I will try, but still need someone to attend to the same. The moment I kept the phone down, I received a SMS in my mobile, giving the ticket number 1900012053, saying that " we are happy to say that the problem has been resolved to customer's satisfaction and that ticket is closed". I was shocked to get SMS in this fashion, that too when nothing has been tried and ticket is closed.

Hence after few days I called up again and gave a complaint once more. A new ticket was raised 1900016760 on 23/7/10. Till 27/7, no engineer had come in to look at the problem. On contacting the call centre, from 27/7/10, I was being assured that a person will come today and that today never came up. so again I rang on 28/7, was given the same answer and as usual, no one came that day too. Then I rang up again on 29/7. expressed my dis-satisfaction and again same reply was given. Ultimately only 29/7, evening an engineer came and attended to it. He checked up and said that it is a hardware problem and that he needs to replace the battery as well as processor's fan. He assured me that he will fix it by Friday (30/7) or Saturday (31/7) once he gets the parts. Today, that is, 2/8, I rang up the engineer and asked him, he told me that parts have come, but he has not been assigned that work today and that I should contact local office. This is not acceptable, as your office should have allocated this activity to him, without the customer calling up and asking for the same. I called up your call centre and complained about the same and was told that the engineer will attend today. I need to wait and see as to whether it will happen or not.

The call centre refused to give the escalation mechanism details. However I managed to get this e-mail ID today, saying that I can escalate the problem on this and hence writing this mail to you.

Experience with HCL services in Goa has been very frustrating not only to me but to many of my colleagues here. I was told by me colleagues, not to extend the AMC any more with HCL and go for others, since the services by HCL is very bad and will drive one to total dis-satisfaction.

Till now, ( that is, 5/8/10, 9 am), NO ONE has come to fix the problem.

On 2/8 :- Contacted Mr. Dinesh as well as Ms. Deepa of local office. Was assured that some one will attend today. NO ONE came

On 3/8 :- Contacted you Call centre as well as Ms. Deepa - NO ONE came

On 4/8 :- contacted your Call centre almost more that 8 times. Every time conveyed that no one is coming in. Probably, looks like a timer has been kept at your end, due to which the call gets cut off, before finishing and every time a new person come in and one has to start fresh and by the time you finish, call gets cut off. Ultimately Ms. Durga of your call centre called me up at 3.30 pm or so saying that Mr. Atul, Area Manager will call up in 15 min. But alas! no one called up.

On 4/8 :- Called up Ms. Deepa two times and I was assured that some one will attend by 4 pm that day and NO ONE came in.

On 5/8 :- Called up Mr. Dinesh, Engineer and he asked me to talk to Deepa about it.

HOW long are you going to fix my PC problem and why there is so much lethargy ?

What am I supposed to do ? Can I take it up with your CEO's office about the same ?

Status :-

Ultimately on 6/8 an Engineer came and replaced the fan of the processor as well as batteries. Even after that the date and time was not getting stored and after every restart, it had to be set again. Hence engineer asked me to hand over the desktop to the Service Centre in Panaji, Goa, as there may be motherboard H/w problem

7/8 - I handed over the desk top for repair, as the engineer, felt that there is some problem in the CMOS circuitry.

10/8 - I was told that my desktop has been repaired. I went and checked. It was put on and off twice in front of me. The error disappeared. On enquiring, I was told that it was only setting problem and no H/W problem. Inspite of me repeatedly telling them that there is some problem in mbd, I was told that everything was OK. So I brought the unit back.

13/8 - I put on the unit and got the same error problem, that is, "CMOS not able to store date and time and also Chassis interrupted". These were the same errors that I was getting earlier too.

14/8 - I rang up your Service centre here in Goa and was told that an engineer will attend the same.

It means, inspite of me telling that there is MBD problem, no one is bothered to check and trying to do only cosmetic solution, which is not resolving the problem at all.

The original problem was logged in on 23/7/10 and till today ( 16/8/10) it is not solved fully.

Although I was told that my original complaint has been forwarded, till today no one either bothered to contact me or write to me. Is this the way Customer response should be ?

21/8 - Motherboard removed and taken for repairs. No replacement provided and hence system is totally down. Was told that it will be reapired and fixed back within a week.

30/8 - Almost everyday have been calling up Mr. Atul Joshi and every day I am assured that it will be repaired and fixed back within a day or two and TILL today ( 9/9/10) there has been no response and no one has come back to put my system back.

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Collecting as high as Rs. 4300 for AMC for 2 years and not giving any replacement or service quickly, is totally not acceptable. Probabaly a NEW motherboard and latest one might be available for Rs. 1800 or so and why is reputed organisation like HCL providing such lethargic lacklustre response.

Request your kind intervention, so that I have my system back and UP.