I called Dell on 31-Jan-2013 asking about whether warranty is available for my laptop or not. I provided customer sales representative my laptop’s service tag number. She told me that my warranty has been expired and I can purchase extended warranty for one year by paying Rs 7000. I told her that I bought this laptop from US. She told me it shouldn’t be a problem. She told once I opt for extended warranty Dell will send a technician to my place to check my laptop for any issues. If there are no issues then the warranty will be valid otherwise I have to pay Rs 1000 for representative visit. I agreed to it. She took my number in case if call gets disconnected Dell can call me back. I expressed interest in purchasing the warranty and she in turn connected me to another sales representative Gautam Sharma. He took my order, charged the credit card and then some how disconnected the call. He didn’t bother to call me. I just received an acknowledgement from Dell and it was written that Order confirmation will be sent separately soon. 2) After 4 days when no one from Dell called me and status of warranty still showing as expired on my laptop, I mailed Gautam Sharma on 4th Feb asking him that my laptop is still out of warranty and no one from Dell called me to schedule check up of my laptop. He didn’t reply to my mail. I called Dell customer care and told them my story. They connected me to Gautam Sharma. He told me that there is no need for checkup of your laptop from the technician and my warranty status will be updated in one week. When I enquired about order confirmation mail not yet received, he told that order acknowledgement is the order confirmation.

Also this time guy was very arrogant and rude. This type of behavior is not expected from any customer sales representative. 3) After one week when my warranty status didn’t change, I wrote to Dell through facebook. Mr Rajesh S Nair from Social Media Outreach Team contacted me after 2 days on 13thFeb. He asked me to mail the order number. I mailed him the order acknowledgement which I received from Dell. 4) On 14th Feb Gautam Sharma called and asked me to submit laptop transfer form. I filled the form and next day received a response from Dell that my laptop is not supported in India. I mailed Rajesh S Nair and asked for a refund. Gautam Sharma also called me after 2-3 days and told me as my laptop is not supported my money will be refunded back. He told someone from Customer Billing department will call me today and will ask some questions and then the money will be refunded back. 5) On 19th Feb when I didn’t receive any refund or call from Customer Billing department, I mailed Gautam Sharma asking him about the status but as usual this guy didn’t reply to my mail. On the same day Rajesh S Nair mailed me that told Dell has processed a refund. I have gone through mental agony with dealing with Dell Representative. Moreover Dell still hasn’t refunded the money.