[Resolved]  Dell India Pvt Ltd — Part not delivered after payment made.

Address:

Ernakulam, Kerala

I purchased a Dell Inspiron 1300 Laptop on 13/7/2006 with a service tag number 3ZB6L1S. There have been many problems in my system from the day I purchased it but Dell always gave me a good response till my system was covered with warranty.

On March 2010, the AC adapter of my laptop got damaged and I decided to purchase a new AC adapter from dell. On the next day I called dell customer support and told them that I want to purchase a new AC adapter for my laptop; the customer care representative said they don’t have it in stock and that they need to import it from Malaysia. Executive also told me that the import will take around 4 to 6 weeks and asked me if I am willing to wait for the import. On saying that I am ready to wait, he collected my email id and then said he will be sending me an email in next 24 hours through which I will be able to purchase the AC Adapter.

Opposite to the expectation, I did not receive any mail. After waiting for 2 days, I again called the customer support and again explained my problem and told that I want to purchase a new AC Adapter. But the same whole thing was repeated again and never got a reply from dell.

I sent an email to [protected]@dell.com (I used this id earlier to buy dell parts) but did not receive any reply from this also.

After waiting for 1 week again, I called customer care and he again told me that I have to wait for around 2 months for purchasing it. After telling him that it is not logical to wait for a computer part for 2 months, he told me that I could get my laptop’s warranty extended for which an overall cost of around Rs. 8000 needs to be paid and then they can give me a new charger from so called “Warranty Stock”. It seemed very illogical to me and I contacted the dell service center in Ernakulum Kerala. But they said they can not do anything as my laptop is not covered under warranty.

I have called dell customer support for almost 25 times in 45 days. But I did not receive a responsible answer from them. When the last time I called the customer support representative he clearly told me that I have to wait for another 45 days for the import. It has been around 45 days I am struggling for purchasing the new AC Adapter but dell’s response does not seem to solve my problem. I am really disappointed by the irresponsible behavior of dell.

I have one more Dell laptop and for that also the same thing happened. Mouse pad of the second laptop got damaged and on asking for repair, I was asked to extend the warranty (roughly around Rs. 8000) and then only my laptop could be repaired.

From my experiences with Dell, I have observed that every-time I ask for repair, Dell asks me to extend my warranty which so far has turned 4-5 time costlier than the repair cost. Its really unethical (and illegal) to ask the customer to extend for warranty every time there is a repair required and I think it doesn't make sense for me to get my warranty extended (Rs. 8000) for a charger which will roughly cost me around Rs. 2000
Only after sending a Legal Notice to Dell's head office in Bangalore they have agreed to take the order but even after 2 months of taking the order the part is not shipped. I don't know what to do with these fat skinned animals. Kindly help