Dell India — Dell Inspiron 5410

Address:

Kolkata

I'm thoroughly disappointed with the way Dell is handling my case. Every time I call customer care, they keep transferring me from one person to another to another, and then in the middle of discussing the issue the line gets disconnected and Dell never follows up with an email or call back and it's utterly frustrating. I've spent hours and hours over the past few days trying to resolve my issue but Dell's team has been highly unprofessional in resolving my issue.

I have raised a simple issue: I just purchased a new Dell Inspiron 5410 on 20 April (Service tag: 6TTLLG3) and right from Day 1 it's giving me problems. In the store itself where I had purchased it, it was generating some static electricity on the metallic part below the keyboard where the wrists rest while typing. I requested the store people the very next day and a couple of days later directly to Dell to return or exchange my model. This problem is only happening on certain surfaces and not on all, especially while using a converter. I am a world traveler and speaker, I'm always traveling to different countries, doing conferences, events etc. So, I can't always choose the surface on which I have to work. I live in Central America and on my visit to India I purchased this new Dell laptop, as my old one started malfunctioning here.

And even if they fix the static electricity issue, I've learned that the other problem I'm facing cannot be resolved on this particular Inspiron model. It has some magnets on the part below the keyboard probably due to the 2 in one lid, and every time I place my hands to type, my metal bangles keep getting stuck to the magnet making the typing experience extremely uncomfortable. I'm a writer, blogger, author, influencer and I usually type for hours at a stretch. With the magnets pulling at my bangles all the time this is just a horrible thing to live with for the next 7-10 years. And these bangles I can't remove as they're a form of protection for me; I've been wearing them for years and I'll probably take them to my grave!

This is not what I signed up for when I paid nearly 80K to purchase the latest high-end Dell model, and I didn't mind the investment - I only wanted the best laptop in the market. I was not informed before purchase that there are magnets below the keyboard; anybody wearing metal/iron jewelry: rings, bracelets, bangles will face this issue while typing. It's just so uncomfortable as the click-click sound of the magnets pulling at my bangle are such a distraction when I'm writing or composing a piece, coupled with the great discomfort the magnet pulling creates. Over time, it can also spoil the laptop surface.

I've been using laptops for the past 20 years, and I've patronized various brands such as Toshiba, Asus, HP, Lenovo, Dell... a couple of them were metallic too, but never faced this issue before. And Dell cannot compel me to live with this situation for the next 10 years. I'm willing to pay more to get a different model such as XPS or Latitude where this problem won't be there, but I need to return this one first. How complicated is it to return or exchange a laptop? Why is Customer Care giving me so much trouble?

In conclusion, all I want is a return and replacement of the model I have now, so I can go for a different Dell model with a different surface, where this metallic/magnetic issue won't be there, a Latitude or XPS model. I am not even using this computer as I want to return it and for the past so many days I'm unable to work because Dell is not resolving my issue. I need immediate assistance to return or exchange my current computer, so I can get back to work. Thanks!