Too many repairs on the laptop
I bought ta laptop which is purchased in US by my brother and he gave as a gift it to me. He purchased it and sent it through his friend to me. I got it in February. I had a Lanport(Internet port) & LCD screen issues from the day I received the laptop.
I called Indian dell support so that they can do something for the laptop in order to fix it.
I had an international warranty.
Here are the details of my laptop:
Laptop Model: Inspiron 14Z (N411z) and the warranty started from February.
Issues: Lanport Issue and LCD screen issue (White spots on some areas of the screen.)
I called Indian Dell technical support at 18004250088 and talked to one of the technician and he lodged a complaint on the Laptop and said that an Engineer will be visiting my place with the parts. ( This happened not on the fist day when I called. It happened after 50 to 60 times I called them and after speaking to managers).
After one moth dell Engineer came to my place with parts.
Here are the parts that he bought:
# Instead of bringing a lanport he bought a card reader port.
# bought a defective LCD screen for which brightness is too low so I refused to accpet the that LCD screen because of it's defective. So, I asked him not to change.
and in addition the engineer gave me additional complaints.
He handled my laptop very roughly and I lost my camera( Unable to use the camera, he messed up some cables and
they got damaged).
The body of the laptop has become loose.
and again I called them for 100-110 time now, it took around 45 days in order to visit the engineer to my place.
This time same thing happened.
# LCD screen
#LCD screen cable which connects to mother board.
This time he tried to change the screen and same thing happened, LCD brightness is too low. I rejected it. Engineer asked me to accept it and then complaint again to Dell.
He change the mother board and lanport and the laptop didn't turn on.
Finally, he removed the laptop for 40 times and he kept the my old mother board and new lanport in my laptop.
So, Finally he changed LCD screen and lanport.
But, LCD is defective again and Lanport is not even working now.
Even this engineer bought me additional problems.
Don't know what happened he completely made the system such that the operating system is corrupted and it is not able to turn it on. He formatted my laptop and I lost all of my files and setups.
I formatted the system and I called the dell laptop support and this time I asked to rep;lace my laptop as it was already repaired twice from the day I brought it and I am unable to use it.
They told me that it is not possible and they escalated this case to
Sujan J (Senior Support Resolver),CSMB - India Customer Support,Dell | Consumer, Small and Medium Business
His way of talking on the phone is like as if I had done a crime. I explained the entire story to him and he simply said
" If you explain the same, I will keep your phone on speaker and you can shout, I will just listen, once you are done, I will explain the same thing".
I just told him to replace my laptop and asked him if in additional if I want to pay anything for a new laptop I am ready to pay.
He said it is not possible.
Finally he told me that he is going to send an other Engineer.
after few days, today ( 9th june, 2012) another engineer came to my lace with a LCD screen.
He changed the screen and even it is defective(brightness problem).
So, this time I finally rejected. The engineer tried to call the dell support team to inform the same. They didn't responded.
He left for the day with the LCD screen he bought.
So, I don't know what to do now.
Here are the current problems of my laptop:
## LCD screen issue
## Lanport issue
## laptop body (outside ) has become loose as it was opened many times.
## scratches while removing the laptop such that it lost the color at some places.
Here are my details which are registered with Dell support:
Name: Tejdeep Naidu
Phone numnber: 8977774409/ 8985911699
Service tag number: (Serial number), I don't like to publish here.
Coming to dell support, when I call them they keep the call on hold and they will end the call. I keep on talking with them for hours and they just end the call. And when I call again they say that this is the first time I am calling them that day even though I talked with some other agent for couple of hours. There will not make any documentation. I need to explain the entire story to everyone.
I am not able to use my laptop from the day I bought it. This escalation in Dell keeps on going and it is already 4 months I am not using my laptop.
My laptop is not usable any i don't want to use this defective one anymore as this is opened this many of times and they messed up everything. I just want the laptop to be replaced.
I wasted almost 4 months with the Dell support, I don't want to spend even a second discussing about the issue. So, I decide to go legally and file a complaint against the Company.
I want some legal advice in this case what to do next. I hop[e best can be done from your end.
Please do the favor.
Phone number: 8977774409 / 8985911699
Email Id: firstname.lastname@example.org
Hyderabad, Andhra Pradesh.