My Dell Laptop Inspiron 3521 is under accidental warranty.
My screen was replaced last month due to dot problem over the screen. After screen replacement on third day i notice that my laptop screen was yellowish in colour, which was replaced to me. I replied to email(medha who created my services) and tell her regarding this. They said it is not a big issue. In the mean time during call and talking to dell Customer Care(Medha) . i again noticed dot on screen. During call i send the pic of dot on 3 days old screen . They noticed my problem and said it will be replaced soon. After two days i contacted dell that due to bike accident my laptop body got damaged . I send them pics .She said are u sure you want to use your one time accidental warranty under which your parts will be replaced? i said yes. pls replace the parts. I also tell her that my adaptor is broken form inside and it gives sparking sound. She booked my service. After one or two days she called me and asked sorry that she booked my service. it was my 10th service and it is company policy that they want their engineer to test my laptop why laptop is creating problem again and again. i welcomed the decision by dell as i was also curious why there is dot problem coming again and again in my laptop. Dell engineer visited home and cross checked that my problem is genuine . He also told the dell customer care some other parts. That call was received by Soumya(Customer Care) and noted my complaints. After one or two days she called me from number [protected] (Now i am calling this number and telephone operator said number does not exist) She tell me that the total cost of all the parts is very much. They offer me two things either to go to chandigardh service center or have refurbished laptop replacement. I denied i can't goto chandigardh and i also denied that i need my parts replacement as i wont compromise with refurbished laptop. She said for parts replacement she need approval from higher authority. I said ok. Then Harish from higher authority called me to convince me. i represent my point of view that i wont compromise with refurbished laptop. You pls replace the parts. He said me to wait for 24 to 48 hours. I said ok. then he called me that my request for parts replacement has been accepted. I need to wait untill their team verify some ppid of parts. i said ok it your internal process . Today on dated 13.10.2016 i got call from higher authority Escalating team (Shalu). She said my parts cannot be replaced as their is ppid mismatch and my service tag has been blocked for future services also.
I ask following question to dell team?
1) if i had refused to medha who booked my services and after booking services she requested for engineer check. I cooperate with dell at that point by respecting your company policy as i also want to know why there is dot problem again and again coming.? i cooperate with dell now you are not cooperating? if i had refused for dell engineer visit? then till now my services would have been created by you and services completed? is it my fault i cooperate with dell?
2) When Miss Soumya was offering me refurbished laptop replacement? on what basis she was offering? then PPID was not checked?
3) When dell engineer was dictating PPID at my home to customer care(Soumya) of the parts which needs to be replaced ? At that time why did not she said PPID is not matching?
4) When i refused your offers (visiti chandigarh or have refurbished laptop)and i requested to replace my laptop parts only which is causing them huge amount i guess. Dell has found an excuse to run away from services? When i asked Higher authority tell me the PPID you are expecting ? so that i can check my self (if you allow) where is mismatch then she refused to do so?
But i beg to differ from you as follows:-
1) from the very first day when i purchased laptop till now i have been calling dell customer care as my laptop is in warranty. Even for the problem if a screw of laptop is missing. You can check your records. I don't go in market for any issue where there could be possibility of parts replacment of fraud and even touch my laptop. I have my laptop in warranty why i would go to market for this? Every time my laptop is opened by your dell engineer
2) PPID mismatching is your internal issue i have nothing to do with it? A layman customer only want his laptop run efficiently. it is your engineer duty to note down the PPID of parts. and inform you accordingly. If there is mismatch then fix the responsibility of your engineer not me. why i suffer from this? I have nothing to do with PPID?
3) the parts like LED back panel which i never replaced till now . Dell is saying that ppid of that also does not match? are you kidding me? The body of my laptop never got replaced till now. They are the parts which i got as brand new laptop. If there is mismatching of such parts then whom you actually want to blame ? customer ? or dealer who supplied the laptop? When you sell your laptop? You tell your customer to note down the PPID of all the parts so that to make record of that ? Is it customer duty? or yours?
4) Your higher authority team is indirectly accusing me that i am guilty of PPID mismatch as laptop is with me always? if there is mismatch then i am responsible?
5)It is a clear case of harassment by not providing services as services are being delayed by giving one excuse or other?
6) I have all the emails conversations and call records with dell Which if asked will be reproduced by me.
My laptop Screen, laptop damaged body and Adaptor are my priority and You should replace these parts atleast.
Through this i am asking help to provide me dell services and unblock my service tag or at the end i have to go to Consumer Court to seek my rights and service.
Service tag:- 79PWVY1
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