To whomsoever it may concern,
I had purchased a Dell XCD 28 mobile phone on January 30, 2011. A month after the purchase, it started malfunction, beginning with the battery and the phone restarting itself.
Faced with these issues, I visited the Dell service centre in sector 18, Noida, many a times.
Initially, my problems were not taken seriously. After minor fiddling, I was given the phone back. It worked fine for a few days before the problems returned. Since six months had passed since the purchase, I was informed the battery warranty had expired and I would have to pay for a new battery. After exchanging a few mails with Dell, I was finally given a new handset and a new battery in October 2011 after depositing my handset with them for 20 days. I was also convinced that I would not face any problem again. The battery continued to drain as before – it would drain out after a short conversation. I was told android phones faced a battery problem.
On January 17, 2012, my handset suddenly stopped reading the SIM card. I took the phone to the Dell service centre in Noida again. I told them my handset was still in the warranty period till January end and this was the second time I was facing a major issue. I informed Mr. Jugnu Chauhan the same when he told me the company had discontinued the handset and that there was a 1.5 month-long backlog. I was told I would have to submit the phone for at least five weeks in order to determine if I was eligible for another replacement. They refused to provide me with a spare handset for the period.
I have had service issues with other handsets as well. But they determine the fault within three days and provide a spare handset on the fourth. Hearing the same, Mr. Chauhan said standard marketing practices notwithstanding, I would have to submit the handset.
What is point of owning a mobile phone if it is going to be under service for two months a year! Even a vehicle does not take that long to get serviced in this century. How can the company compel me to buy another handset by not providing me a spare one? If they have received widespread complaints about the handset or stopped manufacturing it after just one year, they ought to be responsible enough to recall the handsets. That’s what all responsible companies have been doing of late.
Mr. Chauhan provided me with a toll free phone number – 18006249897 – in order to obtain a spare handset. I called three times and was put on hold for at least 15 minutes each without because “all the customer care executives were still busy.” My calls went unanswered. I understand customer care involves waiting, but how can a company like Dell not have one executive free during that time? This, despite the calls being made at different times during the day.

I chatted up the 24x7 executive from the Dell website – Ms. Claire and a Mr. Florentine. The numbers provided by them were invalid. Even they were stumped after I told them what was happening. On calling up the Bangalore office, I got through quickly, but before I could say anything, I was transferred to the same number despite my telling them that I wasn’t able to get through.
It is astonishing how a reputed company does not have dedicated team for mobile phone related issues at the Bangalore office. The service centre too did not have numbers of any Uttar Pradesh nodal officers. The company thwarted my attempts to contact them at every step. This deficiency in service is undesirable in this day and time.
Regards,
Aditi Goel









Aditi Goel



11/8/11





Dear Seema,
I would like bring to your kind attention that I am highly dissatisfied with the response of your service centre , opp centrestage mall, noida. I have been in constant touch with Mr. Sagar and Mr. Jugnu for the problems I am facing with my Dell mobile ( model no XCD 28).I wass told by Mr. Sagar to come and collect my new handset today. I collected new handset from Mr. Jugnu on arrival who assured that the handset has been replaced and that all the problems have been resolved. He also told me that the battery is completely discharged due to which my cell was not starting and that after half an hour of charging it would work just fine. After one hour of constant charging, when my cell still didnt start I called up the service centre and I was tols that Mr. Jugnu will get in touch with me after 5 minutes. After waiting for an hour, when I still didnt get any call , I called him back and told him that I was waiting for his call as promised then the response which I got was - " Maam mein har samay available nahi reh sakta".On telling him that this is not the way you talk to a customer and that I can write a complaint against him in the company.He shamelessly said " maam aap kar lijeye jo aap ko karna hai". If this is the way dell treats its customers then I am sorry to say That I dont see a very bright future of your company. Its the duty of the company and its employees to see that their customer is satisfied but in my case its the customer who is running after the company and company is not bothered to respond or deal with the problems.I have been true follower of Nokia and Sony mobiles and now I know why people dont go for Dell.Its because of the attitude of your executives that your customers are facing problems. Please look into the matter if you want your company to do well.Hope this time I will get a revert on my mail and proper course of action will be taken.

Thanking you.

Yours truly,
Aditi Goel