Dell Customer Support - A Nightmare

Hi, this is Subhro from Mumbai, India

My DELL latitude system laptop is out of order since October'2010. I want to repair it through the authorised company personal, but there is no service oulets for Dell in the city.Therefore I called on the customer care but the cutomer care people do not have proper knowledge of the department to transfer the call.

Everytime they ends up saying that our technical support person will be contacting you within a few days. but the technical support person never contacted back

This incident continued till 24 Feb'2011. Then I send  a mail informing them regarding my isuue. On reply to this a  Customer Care Specialist mailed ne back to send her the Tag No for further procesiing. Immediately I send her the tag no. Then after no response came from there side. I send continuous reminder mail to them everyday for the status of issue, but then also no response came to till today 11March'2011.

Is this an example of Customer Friendly Organization whose name is cited in Management case studies of Customer Relation by the major authors?? 

The management case studies are mainly based on the experience of USA based business customers.

They have support services totally different to those experienced by by home/ small business users.

International customers are even less catered for.

My deepest sympathies for the pain you are experiencing.