Dell India grievance process?

I have been cooperating with Dell India support team for resolving my issue with the laptop and even after a motherboard replacement the issue is not resolved. I am being told that motherboard is in shipment and would delay the process.

What I don’t understand is how a first motherboard replacement which couldn’t resolve the issue going to solve the issue with a second motherboard replacement?

Observations: incompetent support team who couldn’t troubleshoot the technical issue with my laptop and moreover, ignorant behavior when I requested for grievance process in Dell and I quote here the reply from Dell India support team (please see attached as an evidence to my claim)

” I would apologize again, Dell doesn't have any options to provide any grievance's.”

So my question is if the person named “Saikat R” the Dell appointed grievance officer (as per Dell webpage, attached) or its just a name on paper to comply with regulations for grievance system in Dell India as website do not provide any email address/contact details for the grievance system and the concerning thing here is, support team’s confirmation on a non existence of grievance system/policy in Dell.

If Mr. Saikat R is THE grievance officer for Dell, I would request DELL(India and Global) to provide me a proper channel to address my issues to the grievance officer. 

Failing to do so would definitely mean the confirmation of the statement by Dell support team over the WhatsApp chat that there is no grievance system in place within Dell and I am surprised like any other Dell customer.