Need some help from the management : A deeply dissatisfied customer

Hi,
I hope I am one of the very dissatisfied customers of you company. I bought a new T715 and it has already gone for a repair twice. I gave it for repair for the first time in october (ETA was 20 days and told by the service centre) and I got the phone after some 30days only after an intervention of a manager. Prior to that the customer care was saying that they do not have the parts and they have no idea about how much time the repair is gonna take. Surprisingly it took only 2day once the manager intervened.
When I was submitting the phone on jan 14th 2011(work order number SE311MM110015), they again said that I'll get my phone back in 20 days. This time I expected that the service center guys will learn some thing from the past incidents and provide me a better service. But this time it was even worse. I did not hear from them for 35 days. So I called the customer care and had a long conversation with them on the service that is being provided but no-one including the floor supervisor(nishant) had a clue about what happening with my phone. I was startled by thier reply that they will start working on it as I have registered the complaint. Then I asked them what were they doing till now for which they had no idea. I asked for an escalation of this case to a manager which they refused. They said that I'll get an update after 48 working hours(5days).
The episode continues. I called the help desk after 5days. Now their reply is that I will get my phone back on march 10 2011. So, it is some 57 days since the day i submitted the phone which is 3 times the ETA they promosed. Now when I ask them why is it taking so long I get the same reply as I got for the first time that they do not have parts. The I told them I cannot accept this kind of service from a company like sony erricsson for the second time. For this the floor supervisor harish said that If I want my phone back earlier they'll return the piece back to me without repairing and they are not responsible for this. This time I again asked for a managerial escalation which they again refused and asked me to call after 2 days. Can I atleast hope for a positive reply this time??
I am perfectly okay with one device out of a lakh being defective. I understand this is the reason that you provide the customers a warranty. But I have some issues with the support which you are providing:
1) Managerial escalations : I think I am entitled to talk to some one who can actually solve my issue when the lower level doesn't solve it in time. I do not understand why I am being denied the escalation which I did not find in any other support. They do not even provide me an email ID of a manager.
2) Support process : What is the use of those processes in place where the people I am talking have no idea of what the next step should be. They do not have the database or knowledge of the previous cases. Even the floor supervisor have no aswers to the legitamate questions that the customer poses, they talk as if they are not responsible for these issues.
3) Time taken: Taking some days to provide the customer a mere update is not how a 21st century support should work.
I hope you people agree with my ideas. And please I request all the managers who stumble upon this thread to reply and guide me about my next action.
Thanks and Regards
PRakash Josyula
Work order number : SE311MM110015

@management : Please help me... I did not get my phone back yet... this time they were saying that they will investigate into this case and this process can take 10 more days... When I asked for a manager escalation they dropped the call... And surprisingly they started dropping my calls which is not at all acceptable...
Please managers... I need to talk to you... I need my phone back repaired....
@others... Please lemme know a contact of a person in managerial cadre if you are ware of one...
Plleeeeeeeeeeeeeeeeeeeeeeeeeese

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Hello Everybody!
Thank you for all your response!
I had changes this work area into Internal table and changed the select query. PLease let me know if this causes any performance issues?
I had created a Z table with the following fields :
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DATA : BEGIN OF IT_REJ occurs 0,
VKORG TYPE VBAK-VKORG,
ABGRU TYPE VBAP-ABGRU,
END OF IT_REJ.
I guess this will fix the issue correct?
PLease suggest!
Regards,
Developer.

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(12590)

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Hello Everybody!
Thank you for all your response!
I had changes this work area into Internal table and changed the select query. PLease let me know if this causes any performance issues?
I had created a Z table with the following fields :
ZADS :
MANDT
VKORG
ABGRU.
I had written a select query as below :
I had removed the select single and insted of using the Structure it_rej, I had changed it into Internal table
select vkorg abgru from ZADS into it_rej.
Earlier :
IT_REJ is a Work area:
DATA : BEGIN OF IT_REJ,
VKORG TYPE VBAK-VKORG,
ABGRU TYPE VBAP-ABGRU,
END OF IT_REJ.
Now :
DATA : BEGIN OF IT_REJ occurs 0,
VKORG TYPE VBAK-VKORG,
ABGRU TYPE VBAP-ABGRU,
END OF IT_REJ.
I guess this will fix the issue correct?
PLease suggest!
Regards,
Developer.

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Video Display Information:
RADEON X300 SE 128MB HyperMemory
RADEON X300 SE 128MB HyperMemory Secondary
Connected Device Information:
DiskDrive, WDC WD2500JS-75NCB1, Bus Type ATA, Bus Address [0,0]
CDROM, HL-DT-ST DVD+-RW GWA4164B, Bus Type ATA, Bus Address [0,0]
If you have multiple drives on the same IDE or SCSI bus, these drives may interfere with each other.
Some computers need an update to the ATA or IDE bus driver, or Intel chipset. If iTunes has problems recognizing CDs or hanging or crashing while importing or burning CDs, check the support site for the manufacturer of your computer or motherboard.
D: HL-DT-ST DVD+-RW GWA4164B, Rev D108
Audio CD in drive.
Found 13 songs on CD, playing time 56:25 on Audio CD.
Track 1, start time 00:02:00
Track 2, start time 04:20:25
Track 3, start time 09:03:00
Track 4, start time 12:43:17
Track 5, start time 16:09:07
Track 6, start time 20:03:02
Track 7, start time 24:53:57
Track 8, start time 29:09:72
Track 9, start time 33:22:52
Track 10, start time 38:01:52
Track 11, start time 42:28:17
Track 12, start time 47:01:25
Track 13, start time 52:02:35
Audio CD reading succeeded.
Get drive speed succeeded.
The drive CDR speeds are: 8 10 16 40 48.
The drive CDRW speeds are: 8.
The drive DVDR speeds are: 8.
The drive DVDRW speeds are: 8.
Force Optical Power Calibration before burn is turned on in the preferences.
The last failed audio CD burn had error code 4261(0x000010a5). It happened on drive D: HL-DT-ST DVD+-RW GWA4164B on CDR media at speed 16X.
Any suggestions???

There are a few points of interest on your Drivers and downloads page at Dell.
Dimension 5150/E510 (XP)
Check to see if the firmware on your HLDS GWA-4164B HH 16X DVD+/-RW is up to date. (That's the drive itunes is identifying as an HL-DT-ST.) at least one of the Dell firmware revisions to that was urgent and related to reading and writing to media.
Also,
Check to see if the Chipset drivers for your Intel Chipset are up to date.
Check to see if your Dell Dimension System BIOS is up to date.
Check to see if the video adapter driver for your ATI Hyper Memory PCI-Express X16 (DVI/VGA/TV out) Radeon X300 SE is up to date.
Once you're satisfied you're up to date, do you still get the 4261?

Need some help from the management : A deeply dissatisfied customer

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