Dell India — Refusal to service laptop within warranty (Service Tag-729WRF3) -

Address:

Uttarpara, Hooghly, West Bengal

I had purchased a Dell Vostro 3500 laptop on 02.08.2021 online, through Dell website. This laptop was freezing and non-functional from Day-1. I had got it repaired once at Dell Service Center and once through one Dell engineer who came to my home. However in respect of my recent complaint, with 7 days left for warranty to end, the online support team failed to solve the 'freeze' problem. They advise me to go for 'paid advance support' as the laptop is in the basic warranty mode. My question is 'If I had received a defective laptop at the time of purchase' itself, is it not the liability of Dell to replace it if they cannot repair it? The question of 'Basic Warranty' arises when I have been provided with a workable laptop. Why should I run from pillar to post to get the defective laptop repaired? Dell cannot sell a defective product at Rs. 29000/- then give the excuse of 'Basic Warranty' and wash off their hands. The basic idea of selling a product is to supply a workable brand new item in exchange of money. It will be denial of Natural Justice and Cheating if it is not so. Also it is a matter of fact that 95% consumers do not go through Warranty if the brand is a trusted one. Does Dell want to tarnish their goodwill by taking this advantage?