Dell India — Claim settlement for defective laptop

Address:

380004

Hello Sir/Mam,

Myself Parth Patel, I am a Structural Engineer by profession. for my Structural Designing work I brought laptop (Dell Inspiron15 5559 worth 61490/- with service tag No. 865T462) on 10th march 2016. when I start the laptop I saw that the display has some issues. there were shades in videos and blurry text in every software which I was installing even computer management screen was blurry so after almost a month long conversation with dell technical support they have told me that they will replace my laptop. so I asked them how long this replacement process will take so they told me it will take 25 to 30 days so again I ask them how many days I won't have laptop with me so they told me there will be about 10 working days between old laptop pick up and new laptop delivery so I agreed with that after that with in just 2-3 days they picked my laptop mean while I received E-mail notifying me that I will receive my laptop after a month so I reply them that "you told me that there will be about 10 days gap between laptop pick up and delivery but now its about 25 days" so after that I told that I am going to file complain in consumer forum. after long conversation DELL INDIA'S replacement head ensure me that he can't promise but he will try his best to escalate the process filing complaint in consumer forum won't help. so I agreed with him but I didn't got my laptop earlier so I was not satisfied yet but there wasn't any reason to complain now because I got my new laptop with "service tag No. CPCCQ72" and "Express service code: [protected]" so now I can start my work again. but again when I start laptop I find that one of the problem is still there text is still blurry in each and every software I was installing so I requested onsite support which is in my warranty and they didn't provided me with my first laptop even after a very long technical support conversation but now they are telling me indirectly that do what you want to do we won't provide you onsite support with out talking with technical support then I told them I will complain in consumer forum but still they didn't care a little bit so in the end I called them for first two times they were asking me my laptops service tag number and then told me that there tools are under maintenance so they can't assist me, I told them I work in consultancy 9:30 am to 8:00/9:00 pm and after that I work on my own designing projects how do they expect me to spare time for them every now and then so again I ask for onsite support they again denied my request. I decided to take a leave from job and contact them on so I took a leave on 30th may 2016 Monday because they were saying that work their maintenance on Fridays and Saturdays, now they picked up my call asking me about my problem and service tag number for my laptop and hanging my call pretending that it got hanged up while transferring call this happened again and again so I knew that because of my earlier dispute they are hanging my calls, telling me there system is under maintenance so they can't help me with online troubleshoot. they even refuse to wright down my contact information so they can contact me afterwards.

Now couple of weeks ago I contacted them. A decent person picked up the call and agreed to send me onsite support and decided to change my laptops LED screen. an engineer came and replaced LED but nothing happened problem was still there so they told me to take it to service center where they promised me that issue will resolve 100%. so I took break from work and went to service station they try to convince me that it's perfectly fine it has no problem it's FULL HD display that's why text in computer management screen and softwares looks blurry. I was shocked that if in FULL HD display performance is bad why does it called FULL HD and why would any one pay more money for bad things. word FULL HD stands for better quality not bad quality. after my this argument I show them other customers laptop and compared it with mine. in low quality display clarity was much more better. In the end manager from service center agreed that its manufacturing problem. Now the Irony is I knew its a manufacturing issue with this series of dell laptops by just google-ling it. I even told them in the beginning that it's a manufacturing problem just google it but they didn't listen to me for once. even now after I am being told by manager of their service center that it's not fixable issue it's manufacturing problem they told me that manager gave t hem update that laptop has no issue its working perfectly.

Its been 6 months of my purchase of 61490/- laptop for my structure designing work and yet I am unable to work. I have always asked them politely for technical support, onsite support for months and visiting their service center I feel I have been harassed so much. for now if DELL INDIA agrees to settle this I would like them to pay me compensation of 6, 14, 900/- (exactly 10 times the price I paid this laptop) for harassing me to the ultimate level and waste of my investment of 61490/- on this on this laptop for 6 months.

I have attached 2 screenshots which I took to compare blurry display and perfect display in presence of their engineer with this E-mail. I have already given it to dell for comparison. by reviewing this you will be able to see the difference in display quality. I have all the recordings of my interaction with dell. I can send it to you if you want to examine them.

Thank you

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Parth Patel (M.Tech)
Structural Engineer
Mobile: [protected]