I bought #Dell inspiron laptop from #Croma on 23 rd April 2023 Mumbai, from day 1 it had touch pad issue, I spoke to customer care, whatsapp chat, raised service query, they promised to change touch pad or issue me a new laptop, still it is not being done. what I get daily is long whatsapp message. You can check whatsapp chat from 29th april to till date, you can understand how bad #Dell service is
290423, 10:52:55 AM Dell Technical Support: ?This business works with other companies to manage this chat. Tap to learn more.
290423, 10:52:55 AM Rohit Gupta: I am waiting for replacement of my touch pad
290423, 10:52:57 AM Dell Technical Support: Welcome to Dell Technologies Virtual Assistant.
290423, 10:52:59 AM Dell Technical Support: You can learn more about Dell’s privacy statement regarding customer information here: https:dell.to3p2YjEH
290423, 10:53:02 AM Dell Technical Support: Please type or share a photo of your Service Tag or Express Code label so we can review your system configuration.
?290423, 10:53:46 AM Rohit Gupta: ?attached: 00000006-PHOTO-2023-04-29-10-53-47.jpg>
290423, 10:54:01 AM Dell Technical Support: We are still learning to read pictures. Can you please confirm if this is your system Service Tag: 8WBJBS3
290423, 10:54:03 AM Dell Technical Support: Is this the correct Service Tag?
?Button 1: Yes
?Button 2: No
290423, 10:54:08 AM Rohit Gupta: Yes
290423, 10:54:15 AM Dell Technical Support: Thank you for the information.
290423, 10:54:16 AM Dell Technical Support: Would you like to check the status on a dispatch or repair for an existing Service Request?
?Button 1: Yes
?Button 2: No
290423, 10:54:22 AM Rohit Gupta: Yes
290423, 10:54:25 AM Dell Technical Support: Okay. We will connect you with an expert now to assist you. We appreciate your patience while we connect you.
290423, 10:55:28 AM Rohit Gupta:?
290423, 10:59:34 AM Dell Technical Support: Hi,
I’m Sonu, from the Dell Social Media team, and I will be assisting you.
290423, 11:00:33 AM Dell Technical Support: We’ve set up an on-site service with the reference number - 84440224879>
Unfortunately, we’re experiencing some challenges in terms of the availability of parts. We are working with our partners to have the service completed for you at the earliest.
290423, 11:01:39 AM Rohit Gupta: Pls give me a timeline as I am not able to work on my laptop
290423, 11:01:47 AM Rohit Gupta: Or rerun my laptop
290423, 11:01:56 AM Rohit Gupta: Return my laptop
290423, 11:02:27 AM Dell Technical Support: I apologize for the inconvenience caused, and I regret the delay.
290423, 11:03:40 AM Rohit Gupta: Your sorry does not solve my issue, please send me a mail stating that my when I will have new touch pad
290423, 11:05:17 AM Dell Technical Support: Please allow me to check with the internal team.
290423, 11:14:17 AM Dell Technical Support: We request you to please allow us, we are escalating this to internal team,
290423, 11:15:28 AM Rohit Gupta: What support you need it from my side
290423, 11:17:40 AM Dell Technical Support: Unfortunately, we’re experiencing some challenges in terms of the availability of parts. We are working with our partners to have the service completed for you at the earliest. We have escalated to them to update you on priority.
290423, 11:22:17 AM Rohit Gupta: Put this info on my mail
290423, 11:25:44 AM Dell Technical Support: I understand you would like to email regarding the service.
Our social media support team operates primarily through messaging, and we would be unable to email you. If you would like to continue with our social media support team, I would be happy to assist you with resolving your issue.
290423, 4:51:12 PM Dell Technical Support: Hi,
I'm Renu Kumar, one of the Supervisors at Dell Social Media Support. I've reviewed your journey with our support team, and I apologize for the inconvenience you’ve experienced.
I really apologize for the inconvenience caused to you. I completely understand how it feels. Please provide an opportunity for me to help you in the best way. We’ve set up an Onsite service for your product with the reference number 84440224879. A technician will contact you to schedule an appointment once the parts are delivered to them. Also, we’re experiencing some challenges in logistics, including the availability of parts and technicians. We are still assessing the situation on the ground and working with our partners to set up the service for you at the earliest. We will escalate the case to the concerned team to expedite the service.
You could track the status of the service using the following link, by entering the dispatch reference number(shared above) and your registered email address: https:dell.to41PtrbG
Don’t worry, I’ll be making sure there are no unnecessary delays in resolving this issue. Meanwhile, I will be constantly monitoring the case until closure. Thank you again for your patience and understanding.
Best regards,
Renu Kumar.
Supervisor
Dell Social Media Team
300423, 7:43:19 AM Dell Technical Support: Hi,
We’ve set up an on-site service with the reference number - 84440224879> I apologize for the inconvenience caused, and I regret the delay.
Unfortunately, we’re experiencing some challenges in terms of the availability of parts. We are working with our partners to have the service completed for you at the earliest.
010523, 7:50:34 AM Dell Technical Support: Thank you for your patience. There is currently no change in the estimated date of service. Please reply to this message so we can share further updates with you.
010523, 8:08:17 AM Rohit Gupta: Which date I can expect part
010523, 8:08:24 AM Rohit Gupta: It’s already 10 days
010523, 8:13:12 AM Dell Technical Support: Unfortunately, we haven't received further updates regarding the service yet. We’re experiencing some challenges in logistics, including the availability of parts and technicians. Rest assured, we are working with our partners to have the service completed for you at the earliest.
010523, 8:19:12 AM Dell Technical Support: Hi,
This is an automated message to share the service request number for your reference:166743046, for the Service Tag: 8WBJBS3. Our experts will continue to answer your queries and assist you further until resolution.
Best regards,
Dell Social Media Team
010523, 8:21:31 AM Rohit Gupta: So disappointing to see that you cannot give visibility of date for part, only long message with no content.
010523, 8:31:16 AM Dell Technical Support: we understand your disappointment but be assured, we are having constant tab on this and working on arranging the parts earlier.
we will try and have the service completed as soon as possible.
020523, 7:50:02 AM Dell Technical Support: Thank you for your patience. There is currently no change in the estimated date of service. Please reply to this message so we can share further updates with you.
020523, 8:25:54 AM Rohit Gupta: What is the estimated date of service
020523, 8:34:41 AM Dell Technical Support: Thank you for staying connected,
I apologize but the parts are in backlog and is estimated to get arranged by 11th June 2023.
However, we are constantly working with our concerned team to arrange it earlier.
Also, Can you please help with the Invoice of the system?
020523, 8:36:03 AM Rohit Gupta: Guys shame on you, if for a touch pad you take 45 day’s time
020523, 8:36:19 AM Rohit Gupta: I will be sharing my Pain to social media now
020523, 8:37:42 AM Dell Technical Support: We do understand your disappointment and apologize for the delay
we would be checking for a system replacement request with our concerned team.
Please help with the Invoice copy so we can check for the request,
?020523, 3:01:24 PM Rohit Gupta: PDF Scanner 02-05-23 2.43.50.pdf • ?4 pages ?attached: 00000043-PDF Scanner 02-05-23 2.43.50.pdf>
020523, 3:02:35 PM Rohit Gupta: Shared invoice with you, trust you will not take time to replace
020523, 3:04:31 PM Dell Technical Support: Thank you for sharing the invoice copy, please allow us.
030523, 10:24:08 AM Rohit Gupta: Hi what are the next steps, when do I get new laptop or new touchpad
030523, 10:24:29 AM Rohit Gupta: Please be sure on time lines and clear cut communication
030523, 10:29:25 AM Dell Technical Support: We do understand your urgency and we definitely be transparent on the service status
We have sent the request for the system replacement approval and soon get back to you with an update on this
030523, 10:30:55 AM Rohit Gupta: By when I will get it
030523, 10:31:05 AM Rohit Gupta: My work is suffering
030523, 10:31:27 AM Dell Technical Support: I am sorry to hear that your computer issue is affecting your work. I understand how important it is to resolve your computer issue, and I am working as quickly as possible.
030523, 10:36:22 AM Rohit Gupta: I will wait till Friday if I don’t get it, I will share my experience on social platforms
030523, 10:36:48 AM Rohit Gupta: Pl do convey to your managers through escalation
030523, 10:37:42 AM Dell Technical Support: I definitely would prioritize the case and will try have service Expedite,
030523, 10:39:25 AM Rohit Gupta: Can you arrange a call with your senior
030523, 10:41:50 AM Dell Technical Support: I understand you would like to talk with someone on the phone.
Our social media support team operates primarily through messaging, and we would be unable to call you. If you would like to continue with our social media support team, I would be happy to assist you with resolving your issue.
030523, 10:42:25 AM Rohit Gupta: Okay
030523, 10:42:49 AM Dell Technical Support: Thank you
030523, 10:43:57 AM Rohit Gupta: What’s your name
030523, 10:45:16 AM Dell Technical Support: Dear Customer,
I'm Anil, one of the Supervisors at Dell Social Media Support. I've reviewed your journey with our support team, First up I would like to extend my sincerest apologies for the delay caused due to our shortcomings. I appreciate the time and effort you have put into this to resolve it. I also admire the determination and patience that you have had with us all along.
Please accept my apologies on Dell's behalf. We have already escalated this case to the concerned team to expedite and resolve the issue at the earliest, from our end, we have already taken this to an extreme level by putting a lot of pressure on the concerned to get this completed at the earliest. I can understand and sense how it feels like, we are also trying our best to fix this as earliest as possible.
Please do share if you have any concerns, we will address them.
Thanks for your time and patience.
Best regards,
Anil Chambani
Supervisor
Dell Social Media Team.
040523, 8:12:30 PM Rohit Gupta: Hi any update on delivery date for my laptop
040523, 8:14:12 PM Dell Technical Support: We are really sorry we are still waiting for an update from our team once we get the updates we will definitely share here.
040523, 8:15:43 PM Rohit Gupta: Just to remind you I am waiting till tomorrow only, by Saturday I will start sharing my pain points on social media as I don’t get any concrete reply except long message without any information
040523, 8:18:22 PM Dell Technical Support: We will definitely escalate the issues and resolve the issues as soon as possible.definitely
040523, 8:19:04 PM Rohit Gupta: As soon as possible does not mean anything to me, I need date
040523, 8:22:20 PM Dell Technical Support: We are really sorry we do not have an estimated date to share it with you, we will escalate and we will get the estimated date and share it with you here.
040523, 8:29:23 PM Rohit Gupta: You have not done escalation still? It’s been 10 days already
040523, 8:31:42 PM Dell Technical Support: We have already escalated the case, please wait for the updates.
040523, 8:31:57 PM Rohit Gupta: I am waiting till tomorrow for sure
040523, 8:34:27 PM Dell Technical Support: Thank you.
050523, 12:50:10 PM Rohit Gupta: Hi please respond with Dates for replacement
050523, 12:54:06 PM Dell Technical Support: Kindly excuse us for the delay, and we have not recieved an estimated date to share it with you, We have escalated the service from our tools and as soon as there is any update on the estimated time of service, we will update you with the details
050523, 7:34:15 PM Rohit Gupta: So any timeslines to get replacement or I go to social media as Friday timeline is finishing
050523, 7:35:26 PM Rohit Gupta: Last 8 days you have not given any concrete action point, timeline to replace my laptop or touch pad
050523, 7:37:10 PM Dell Technical Support: We see that the parts are available on 5-08-2023 and I request you to wait for the service.
050523, 7:38:08 PM Rohit Gupta: So you will take 3 more months, earlier date was June, which was not accepted and then you said we will replace your laptop
050523, 7:38:47 PM Rohit Gupta: You guys have no idea how much you have harassed me
050523, 7:39:19 PM Dell Technical Support: We are really sorry for the inconvenience, we request you to wait for 2 more days to complete the service if this time the issue will not fix we will look into alternate options to get help from our team.
050523, 7:39:55 PM Rohit Gupta: It is 8th may or 5th Aug
050523, 7:41:49 PM Dell Technical Support: I understand your concern, as I see that there is a parts delay for your computer from our end we have already expedited the process please wait for the parts.
050523, 7:42:10 PM Rohit Gupta: It’s 8th may or 5th Aug
050523, 7:44:07 PM Dell Technical Support: It is 8th May, and the parts are available on 8th May.
050523, 7:44:31 PM Rohit Gupta: Okay will wait till 8th may to get parts
050523, 7:45:37 PM Dell Technical Support: Thank you.
060523, 8:35:19 AM Dell Technical Support: Thank you for your patience. There is currently no change in the estimated date of service. Please reply to this message so we can share further updates with you.
060523, 8:36:02 AM Rohit Gupta: Estimated date is 8th may?
060523, 8:40:06 AM Dell Technical Support: My sincere apologies for the inconvenience caused, and I regret the delay.
It is 8th May, and the parts are available on 8th May.
070523, 1:39:57 PM Rohit Gupta: Hi so tomorrow is 8th may, what time I get parts
070523, 1:49:52 PM Dell Technical Support: We apologize for the inconvenience. We’re experiencing some challenges in terms of logistics, including the availability of parts. We are still assessing the situation on the ground and working with our partners to set up the service for you at the earliest. Currently, we are unable to provide exact details on when we can arrange the service for you, but rest assured our service teams are working on this as a top priority.
070523, 1:50:52 PM Rohit Gupta: Are you getting on 8th may tomorrow or no
070523, 1:52:56 PM Dell Technical Support: I am sorry but due to part backlog, the service cannot be completed tomorrow. We are still working with our internal team to get the service completed at the earliest.
070523, 1:55:29 PM Rohit Gupta: Now I am posting my pain on social media, as you could not solve issue, thanks for showing that a company like Dell is not concerned about customer .
070523, 1:56:52 PM Dell Technical Support: I understand how important it is for you to have the issue resolved at the earliest. However, the delay is due to part unavailability. I’ve written to the Dell parts team for more information on the status of the service. We should receive an update from them in 1-2 business days. We’ll get back to you as soon as we hear from them. We’re extremely sorry for the inconvenience.
090523, 7:09:34 AM Rohit Gupta: Hi today is 9th may, trust we are getting part today
090523, 7:09:36 AM Dell Technical Support: ?This business is now using a secure service from Meta to manage this chat. Tap to learn more.
090523, 7:12:45 AM Dell Technical Support: Thank you for your response. I'm sorry to say that the service cannot be completed by today, due to some unforeseen circumstances, we have a few parts which are In backorder which may delay the onsite service or the part delivery. We sincerely apologize for this delay and would like to assure you that we are trying our best to source the parts from the alternate location so that the service can be commenced as soon as possible.
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090523, 7:13:08 AM Rohit Gupta: So what is the revised date
090523, 7:14:22 AM Dell Technical Support: As per the record, the parts will be available by 2023-05-21, however, we'll check with our team and expedite the service and try to complete the service as soon as possible.
- Thank You! We appreciate your effort.