Greetings of the day!
My name is Manish Dhawan and I have a Dell laptop of model XPS 13.3 9310 with i7 processor, 32 GB RAM and 1 TB SSD. I also have an extended warranty till April 2024.
I am harassed by the way Dell technical team handed the complaint. The dell higher authorities did not bother to resolve the case. I already mailed many times to the higher authorities but the reply will be given only by the escalation team that the product is purchased from the dell technology from US and need to be sent to the dell US .But I am having following concerns, the resolution provide by the dell escalation is totally biased and not appropriate due to the following reasons.
1. The laptop tag has been transferred to the india it means that it is the duty of the dell technology to complete the service part but unfortunately the did not having same parts and good technicians because all the parts issued to me is different from the earlier one installed in the company fitted laptop.
2. The damaged has been done by the technician itself during the repair. After raising a complain the dell team assured me that they are going to replace the laptop.
3. The dell team already mailed me that they are going to replace the laptop, but denied later on and it means that what ever they committed did not stick to their resolution given to me.
4. Almost one month of conversation with Mr Sridhar they insisted me to fo the repair again and give me one more chance. As per his statement I did what he said but unfortunately it did not work.
5. Now the warranty is going to be over, he informed me to extend the warranty which is on the costlier side. But once the previous warranty terms is not fulfilled by the team then why should I go for the newer one. I did not have faith on the dell.
6. I already mailed to the Board of directors of dell, but no reply has been received yet. So I requested the board of directors of dell in US you to contact me on the below given number or via email.
7. I did not want to the reply from the team in india because they are bounded to the policies and Mr Sunderrajan donot know how to deal with the customer, due to his rude behaviour I donot want to talk to him
The below are the full details of the scenario what happened till date with me, I am very much harassed by the dell team. Kindly resolve the matter immediately I shall be thankful to you.
• Earlier, I lodged a complaint regarding the non-working of the microphone. After the lot of diagnosis run and reinstallation of windows, the Dell team informed me that the microphone is faulty and we are going to replace the whole of the LCD panel, and I agreed to do so as per their instruction.
• However, immediately after changing the LCD panel, the Wi-Fi did not work. The technician who changed the LCD panel advised me to reinstall Windows. I followed his suggestion and again reinstall the windows second time, but the problem of Wi-Fi still not solved. Then I lodged another complaint about the Wi-Fi, the support team again diagnosed the problem and suggested that the motherboard needed to be replaced.
• After one week, the motherboard was changed by the technician and the system worked fine. But after onee week, the palm rest right click stopped responding. I contacted the team again and diagnosed that the palm rest assembly need to be replaced. Then they ordered a new palm rest assembly.
• The technician came with the palm rest and start opening the laptop, the technician who came onsite did not have proper tools for opening the laptop. He start opening the laptop locks with screw driver bit which is the wrong method to opening. Although he open the laptop but while fitting the palmrest, he broke the lock of the motherboard. Then he disassemble the motherboard and start doing the repairing of the motherboard lock. But after some time when unable to solve the problem then he created a dispatch of new motherboard.
• After then I requested the support team to replace my laptop because multiple problem arises in the laptop and due to several times opening of the laptop all the screws and the jacks is loosen up. But the team suggested me that the dispatch of the motherboard has been created so you are requested to kindly replace the motherboard and then if you are not satisfied with the repairing then we will discuss the case with the higher authorities.
• As you are sending your best technician to replace the motherboard; he replaced the motherboard and after replacing the mother board some of the new problem arises: -
• The charging light in the front of laptop did not gives any indication i.e. no light is displayed. Even Charging light is not present and no display in front of the laptop.
• After calling to the technician, he take the old palm rest which is replaced earlier and take out the light from the old palm rest part and also change the antenna of the laptop. So again after complaining he replaced the old parts which must be included in the newer palm rest.
• Also, The system running slowly and lags while opening of the browsers and the screen did flicker
• Dear team, I am suffering a lot from the last one month. Earlier the technician who came onsite did not have proper tools for opening the laptop. Then the experienced technicians assigned but no resolution provided.
• In a span of 20 days, the laptop was disassembled and assembled five to six times. All the locks of the laptop have been loosened up because of the repeated assembly and disassembly.
• Again after the call to the team they bring the old palm rest and take out the light parts from it and reinstall in the newer palm rest and also change the sensor antenna
• Being a loyal customer of Dell and my faith on one of the reputed brands of dell, I have spent Rs. 2.3 lakh on the laptop, which is too much for me. There is a huge loss for me and my organization where I work because without the laptop, I am not able to deliver the lectures to the students and not functioning my work properly. Three or four times the windows will be reinstalled after taking the backup and wastage of time in taking backups.
• Even after viewing my laptop lot of faculty members and students were thinking about to buy the xps laptops. If this type of service and scenario dell provide to the customers, then the customers lost his/her faith on dell. So, I requested you to take a initiative and provide a solution to me. Therefore, I request you to replace the entire laptop. I do not want to repair this one anymore. Kindly give me the replacement of my laptop.
Thank you for your attention and cooperation."
The above mail I sent to dell and they provide me the below response. Please look in to the matter.
• After the complaint the dell team mailed me that they are ready for the replacement of laptop with refurbished laptop, but I denied the refurbished laptop. Then the case has been accelerated to higher authorities after that Mr. Mukesh informed me that the laptop will not be replaced.
• I am mentally harassed by the dell team and also my work is suffered a lot .
• Please help me and take action against the dell technologies and provide me the resolution.
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