Dell — Defective laptop and pathetic Customer Care Service

Address:

Udupi, Karnataka

I had bought Dell Inspiron 17R Turbo laptop on[protected]. It had been around 1 month of purchase of my laptop, that I faced issues with the screen (had a dark patch at the center). But the screen was replaced after I contacted Dell Customer Care on their toll free number. Then again, since the beginning of the month of June, I started facing a lot of graphics problem. When I called Dell Customer Care, they ran diagnostics and assured me that there was no problem with my graphics card, and that it was a problem of cooling fan and heat sink. They told me that these will be replaced within two to three business days. I informed them that I would be available only for 1 week since after that, I had to go elsewhere for project work and then it would not be possible for them to reach me. They told me not to worry at all and assured that the cooling fan and heat sink would be replaced within 2-3 business days at the location specified by me. I waited for 3 days, their engineer didn't show up; so on the fourth day I called them. They checked and told me that the requested parts were not currently available and it would take at least 1 more week. Then I reminded them that I had already told them about my situation (regarding my non-availability due to project work) and that they had assured me that it won't take more than 3 days. I also told them that they should have informed me about this earlier, then they said that they can't do anything about it. For saying this much, they had to be called 10 times (literally), over an hour on phone (mostly put on hold and thus kept me waiting), needless to say that their behavior towards me (as a customer) was very bad. They also disturbed me many times during my project work saying that the parts have arrived, now what to do? (I had already told them about my non-availability). After my project got over and then completing some college formalities, I managed some time from my busy schedule, on September I called them again regarding the same issue. This time again they ran diagnostics and told me that there was problem with my OS and that I need to format my laptop. It took me several hours (overnight) to format it. My laptop worked fine that day, but form next day onwards the same problem started, I again called them. Now they told me that it was the problem with the graphics card itself. I also reported that the touch pad has some issues (like unable to scroll properly and left-click problem). They said that the motherboard and the touch pad, both would be replaced within 2-3 business days and that I would receive a call the same day in the evening in order to confirm the dispatch. I received the call in the evening, I picked up, talked for a minute, where I found out that touch pad issue had been wrongly interpreted (they said that my right-click is not working). I corrected it and then they just hung up on me. I stayed on the phone for like 15 minutes or so and then that call got disconnected. After 2 days (which was Sunday), I received a call from them (Dell Customer Care) saying that there was some technical problem and then the dispatch for the replacement of the motherboard and touch pad was confirmed. Again I was assured that it would only take 2-3 business days. I waited, but again the engineer did not show up. On the fourth day however, I received a call form Dell Support telling me that their engineer would call me the next day and ask for a convenient time to come to my address and replace the parts. I told the time, when he should call the next day. On the other day however, I did not receive any call, so in the afternoon, I called back and was informed that the engineer would arrive by 3 p.m. the same day. I waited but he did not show up. I called back again, and was given excuses which I couldn't even understand (he mumbled, mixed the accents intentionally), then he pretended as if he (Dell Support guy) could not hear me and then quickly cut the phone. It was obvious that he was pretending. He didn't pick up the phone the next time I called him. So, in the evening, I again called the toll free number. I told them the case (I also mentioned of lodging a complaint against them in the consumer forum), they said that it was not their department and that their dispatch department was responsible and that they would give me a call in 1 hour. They did not call. On Saturday again, I called the onsite engineer and gave my convenient time to him (i.e. just before 6 p.m. Dell onsite part replacement timing is from 10 a.m. to 6 p.m.). He bluntly refused and asked me to contact Dell toll free number. I again called Dell toll free number and narrated my issue. Again they said sorry and told me that the part replacements would be done between 4 p.m. to 6 p.m. the same day by their engineer and that I would receive a call from their call coordinator, who will be responsible for assigning an engineer for the replacement of the motherboard and touch pad. In the afternoon, I got a call from the call coordinator who, to my surprise, refused to talk to me and instead gave me the number of the onsite engineer and asked me to directly talk to him. Then again I called the onsite engineer and told him about the conversation I had with the Dell guy at the toll free number. He made excuses and still refused to come. He said that he would call me on Monday and get my convenient time to come that day. On Monday, as expected he didn’t call, so I called him instead. He pretended not to recognize me at first and that he had completely forgotten about the earlier conversations. He gave me the number of his senior engineer and asked me to talk to him. I called him and requested him that either he himself or the other engineer to replace the parts of my laptop that day as it was pending. He then put me on conference call with the other engineer also, and then with me on line, the senior engineer and the engineer had some conversation in their local language. I could only understand the English part of their conversation in which the engineer lied to his senior engineer that my phone was unreachable. Then the senior engineer started saying telling me rudely that it was all my fault because, at first he said that I had denied the service and then later he said that I had not given me any time. They both were not willing to listen to my side of the story and I had to re-narrate my problems and they treated me like a liar while they lied like anything. They abruptly cut the phone. I again called the toll free number and told them the argument they had with me. They said that they can’t do anything and gave me another Dell toll free number and told that they would be able to solve my problem. But unfortunately, even on the other number, I was told that they could only give me the number of the call coordinator and that they had no other power. On Tuesday[protected], I called the coordinator, but he told me that there were currently no engineers and said that someone would come after 1 p.m. I told him that I would be very busy at that time and later also for quite a few days. I requested him to send an engineer before 12 p.m. the same day. He agreed and told me that in half an hour he would give me a call to tell me the name and phone number of the engineer who would come that day before 12 p.m. The condition of my laptop is deteriorating. It has been months since the problems persist. Dell Customer Care has treated this laptop like an old scooter which I have to take to the mechanic every few days. The customer service as well as the product has been pathetic. Not to mention the rude behavior of Dell Customer Care and Dell Support towards me. It seems that they have made a mockery out of me. They continuously keep on lying to me. Every time I have to repeat the process of calling the Dell toll free number, then the coordinator, then the engineer, and again back to the toll free number. This cycle goes on and on. They even seem to have taken the Consumer Court lightly. I am disappointed and feel that my consumer rights have violated. Hence, I don't want to be associated with Dell anymore; I would like to give back this defective laptop (with pathetic customer care) and get full refund along with compensations for the insult and time loss. Because even if due to the consumer court’s order, they manage to replace the parts, there is absolutely no guarantee that further in the future within my warranty period, they wouldn’t behave rudely and ineffectively to cause me such trouble and insult me. They might also try to replace the parts imperfectly or sabotage some component intentionally as revenge, since I have approached the Consumer Court. On multiple occasions they called me at odd times even though I had already mentioned them about my free times and the times when I would be busy; thus violating the privacy of my life. The service tag of my laptop is DC5FVW1 and the complaint number for my laptop registered at Dell Customer Care is[protected]. I hereby appeal to the Consumer Court to make them take this laptop back and give me full refund along with compensations for the insults. Hence, I request you to do the needful at the earliest. Thank You