Dell — Laptop Screen Not replace for 3 month after payment of money

Address:

Kolkata, West Bengal

I have purchased a laptop from USA Inspiron 15 3000 series in Sept 2014, the service tag number is 2B3Y512 . During October i had to move to india permanently and my screen got damaged . The US Customer care had asked me to move the service tag to India and i moved the service tag number to India. Now the indian customer care asked Rs.7000/- Indian Dell customer care asked to make a payment of Rs.7000/- and i paid the amount on 12th November 2014 for the repair of the laptop screen. Last 2 months the customer care told that the replacement will come from Malayasia and will be available in first week of January . The Dell service engineer had damaged it further in december while trying to open the screen. Later, they (i.e Dell Indian customer care ) want to contact Dell US Customer care to get the repair done. I spoke to Dell US Customer care and they suggested since the service tag is transferred to Dell India they have to do the repair. Dell India says that the parts are available in USA and dell india cannot procure the parts. It is becoming extremely difficult to work with the laptop . I am really wondering why Dell India and Dell USA cannot figure out a solution while the service tag is transferred from Dell USA to Dell India. The way Dell is acting is like the government office . Its already been more than 3 months from when i had initialled the complain from changing the service tag and more than 2.5 month after paying Rs.7000/- to fix the issue of the screen. And the response which i get from dell is really unprofessional. Asking me to go back to USA to get the system repaired. I spoke to the USA dell customer care and they were really surprised how can dell india say this as the service tag has been transferred to india and it is indian dell customer care to help me out they cannot just ask me to go here and there. Also if i have to go back to usa is dell india ready to pay for my travel which would be around Rs.1 lakh for to and fro travel. If this sounds ridiculous then how can Dell india customer care suggest this. Is this not unprofessional? Further, dell india has said it will get some response on 28th Jan 2015. I am keeping my figures crossed. On 30th Jan 2015 after sending email to dell india it said " We regret to inform that the parts expected to be procured from overseas hub has been delayed due to unavoidable circumstances and we do not have an estimate time for the parts to be made available for service as per the present update. However we have requested for an expedite and time frame for the parts. We are expecting a response from our procurement team by 10th of Feb." This is really unacceptable from the part of Dell India that the quality of service is very poor and still they are not able to give me a confirmed answer if the laptop will be repaired by 10th of Feb. I need a faster resolution of the problem Thanks Meelan Gupta [protected]