Dell — How I bragged about my New Dell Laptop, Inspiron 11 3148

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Mumbai City, Maharashtra

On 18th October, 2014 the amazing machine arrived. I was surrounded by at least 30 of my office colleagues who were equally excited to check out this cool new 2-in-1 device called Dell Inspiron 11, 3148. As I was unboxing it, I didn’t mind bragging about it and calling it better than a Mac. I was boasting about its i3 processor, 4GB RAM, Touchscreen which could bend 360 to become a tablet, its light weight and amazing battery time. And people were not just impressed, they were amazed. Until one person spotted an issue. A pixel defect on the bottom left of the screen. Thirty faces went sad at the same time. They had just started to like the machine, probably their next purchase. But the screen defect filled them with doubt. I said it’s a minor problem and Dell will replace it with their warranty, which also gave me an opportunity to brag about its 2year extended warranty as a Diwali offer. I called up the Dell support and that was the moment disappointment struck me as well. They tell me it’ll take 10 days to a month for them to replace my laptop. In a busy life, where our work is our first priority and we expect our electronic to be a tool to help us carry out our work properly, not something that’ll consume our entire work time to fix. It’s not bad enough that I’ll have to retransfer and customize a new machine again, Dell expects me to work with a defective laptop / or no laptop for ‘10 days to a month’. I expected a lot better from you dell. For these ’10 days to a month’ more people are going to see this defective laptop, my friends, my family and the colleagues who have already seen it are going to smile and ask ‘Did you get the replacement yet?’ So tell me Dell how do I brag about my favorite machine now? And how are you going to win back the hearts of the customers you’ll lose in these 10 days to a months’ time. Pankaj Nihalani [protected] [protected]@gmail.com