[Resolved]  Dell — Replacement of DELL Laptop

Address:

Malappuram, Kerala

To
General Manager,
DELL INDIA PVT LTD.
Divyasree Greens,
Survey No.12/1,12/2A, 13/1A,
Challaghatta,Varthur Hobli,
Bangalore – 560071



From
Dr.Balakrishnan. K.V.
Scientific Officer,
Department of Chemistry,
University of Calicut,
Calicut University P.O.
Malappuram Dist.
Kerala State- 673635. INDIA. ( mobile No. [protected])



For the last 55days, I am struggling to get a workable DELL laptop after duely paid for it. Even to this date they did not give the laptop.

It was on 12th March, 2010, I have given an online order for a DELL laptop ( model No. S541214IN8 Inspiron (TM) 1464 for an amount of Rs. 36300/- on 12th March 2010, with the configuration, Processor Intel® Core™ i3-330M Processor (2.13Ghz, 4Threads, 3M cache), Memory 4GB (2 X 2 GB) 2 DIMM DDR3 1333Mhz, Hard Drive 500GB 7200RPM, Display 14.0 Widescreen HD WLED Glossy Display with True Life™ (1366x768), Operating System Genuine Windows® 7 Home Basic 64 bit (English), etc.. The response were with in minutes. Within 5 minutes, I got calls from DELL with details of remitting money through internet banking. When I said that I was remitting the money as DD, with minutes I got email letter with DD details. The next day, on 13th March, I had telephone call from DELL on not seeing my money, but on 12th March itself , I paid the price of the laptop through online banking through the account of my friend Krishna kumar. I sent DELL all its detail. At this time I was assured in the phone calls that I will get the laptop on the fifth day. On not seeing the laptop on the said date, I sent 4 email letters, but no reply for any letters. So many phone calls I made, no phone will be attended. Actually, I was seeing the bad side of faceless online business and the sheer irresponsibility that I never expected from reputed firm. At last on 13th day I got the laptop.

After charging for two days, it on 26th I opened the laptop. Actually, in the beginning itself, I noticed a display problem with the laptop. Lower part of the monitor had got a wavelike brown dispersed ling and the pictures in this region was not clear due to colored patches. Graphic configuration and display adjustments failed to correct this defect.

On the sixth day, ( by this date, actually I have not used this laptop even for 10 hours), when I was installing a commonly used chemistry software, the laptop abruptly stopped working. No display is seen. I have tried to reboot the system several times, then tried to system recovery options as mentioned in the booklet provided, but all were in vain. I sought the help of computer experts here, they said that there is hardware display problem with the laptop.

On the next day itself , I sent two express letters in the Chennai address seen in the invoice I received with the laptop. No response to the letters even after 10 days. After so many trial, on 12th April, I got in connection with Dell toll free number. On 13th through online instructions, Dell engineer confirmed that the laptop is a dead one and agreed to replace it with a new one. They sent immediately four letters to sign and send to the Bangalore Dell India office. On the next day itself , I sent the letters, (Pick-up Declaration.doc, Bill of entry doc 1.doc, Authorization Letter doc 1.doc, form 16 kerala.pdf) by speed post.

On 19th April , there was a call from Dell saying that within that week somebody will come from DELL to take away dead laptop. On 30th April, i.e. after 15 days, one man came from Calicut Dell office and took away the laptop. On 3rd May 2010, through telephonic conversation made me to know that the original configuration I actually ordered is now not available and conveyed the message that I will be given Hard Drive of 320GB 7200RPM in addition video card of 1GB. Though this is not the configuration I ordered, I am doomed to compromise with your suggestion. Now in your new quotation it is seen that Hard Drive 500GB with 5400RPM is that which is going to be given. I have seen that 500GB with 7200RPM is getting with drawn from your website, it itself shows it has got some problems. Because of your misleading advertisement, I have lost valuable 54 days by this date alone.

Here the laptop companies and shopowners are asking for two days or a maximum of three days to provide a new laptop or computer. There were similar cases default system with other companies like Sony, on the third day, their company men reached with a new system to replace the default one. Here I am waiting for the last 55 days for a computer after duely paid for it as they said. Trechery of this company still continues. I don't know how many months more I have to wait for this DELL laptop for which I have paid duely before 55 days.

[protected] Forwarded message[protected]
From: <[protected]@dell.com>
Date: Tue, Apr 13, 2010 at 10:51 PM
Subject: Documents for system replacement - 6LT65BS
To: Raveendran.[protected]@gmail.com
Cc: dr.balakrishnan.[protected]@gmail.com

Dear Bala Krishnan,

Thank You for Choosing Dell.
This is with reference to the telephonic conversation we had today.

Service Tag: 6LT65BS

As discussed, please find the documents attached which are required
for system replacement. Request you to sign, scan the documents & send
the soft copies to me by replying to this mail.

Please retain all additional accessories.
• For portables, return only the laptop with adapter & battery
• For desktop, return as per instructions given by the Dell agent.

Once the required documents are sent to us, the collection team would
contact you regarding the pick-up of the system. Subsequent to this,
the new system would be delivered.

The estimated time to process takes 15 - 20 working days from the day
we receive the documents from you.

Note: please send the scan copy of photo id proof and hard copy of
Authorization letter and Form 16 to the below mentioned address:

DELL INDIA PVT LTD.
Divyasree Greens,
Survey No.12/1,12/2A, 13/1A,
Challaghatta,Varthur Hobli,
Bangalore – 560071

Kind Attention: Dakshayini
Should you have any further clarifications, please feel free to mail me.
Regards,
Dakshayini
System Exchange Team
Dell-India

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