Dell India — Dell Inspiron 13 5368 touch screen issue

Address:

Pune, Maharashtra, 411007

I bought Dell Inspiron 13 5368 Laptop from Reliance Digital store at Aundh, Pune on 31st October 2016. Within couple of days of purchase, the touch screen started behaving add. It would randomly click by itself on different areas of screen. I contacted customer support who asked me to remotely share my screen. They ran few check and told me that the device is faulty and initiated a replacement request. My case was passed to replacement department of Dell. An executive from that department contacted me and told me that the replacement request is approved. She provided my option of Dell pick up the laptop first and replacement will be provided after 25 to 30 days or I can replace the laptop from retailer.

Retailer, Reliance Digital agreed to replace the laptop based on mail provided by Dell replacement department. They replace the laptop with new piece but I faced same touch screen issues during testing in store. Since the bill is made before testing the laptop is tagged to my name. The store executive contacted Dell technical support ran few test and updated some software but Laptop still has some issue with touch screen. It stopped responding to touch when switched back to laptop mode from tablet mode. I did not take delivery of laptop and it is still with store. It has been one month since I purchased the laptop and I still do not have it for my personal use. I have lost the faith in this particular model and do not want another replacement even if Dell, Reliance Digital agrees to it. I would like my money back.

The service tag for first laptop is 6HRSYB2 and for replacement laptop it is 36RSYB2