Dell — DELAY IN REPLACEMENT

Address:

Allahabad, Uttar Pradesh

CASE HISTORY:
" I 'Sushant Singh Parihar' purchased my laptop (Dell Inspiron 15-R N-5010, service tag no.: 85846BS) on 16th of July 2010. But due to some manufacturing defect which was divulged after the purchase, I locked the complain for whole unit replacement (complain no. 4397714) on (next day) July 17th -2010.
("DEFECT WAS:
My battery was not charging at all but the operating interface was responding in such a manner that it appeared like battery was charging. It was divulged after 12 hours of recommended charging that there is a problem as the charge of the battery remained same after charging for so long. Next day in the when they (suppliers) checked my laptop we found that both the charger and the battery are working in a sound condition when plugged in other laptops of same model together. The defect was somewhere in the laptop. Therefore, the defect was so hidden that it couldn't have been detected by any customer.")

After lodging the complain my laptop got picked up by DELL on July 30th -2010. Since then till now September 29th 2010 ( more than 2 months for the day locked the complain) I am still waiting for the replacement. Within the mean time I was highly misguided and misinformed by the information given by the company.


BEFORE PICKUP OF FAULTY UNIT:
They sent a pickup declaration and requested the dealer to sign and send it back to them. Afterward they told me on phone that I have to take the replacement form the dealer after the pickup.I didn't make complain through the dealer. I asked them about any kind conformation from their side for this procedure so that situation should be clear between dealer and me. But they assured me that there will not be any problem like that.

AFTER THE PICKUP:
when I asked the dealer for the replacement, the dealer simply said that, as he didn't possess any information about responsibility of him for providing replacement or any credit note given by the company (DELL), so he couldn't give me the replacement by himself. After that here it began an era of callings form my end to DELL's replacement department, customer care department, etc. and no fruitful response ever came from their end.

POOR GUIDANCE AND MISGUIDANCE:
During my continuous efforts (I can't even calculate how many calls I have made) to retrieve the information form their end they used to put me on long holds and sometimes when they appeared to be fail to provide me the correct information they simply used to put me on loop of their calling service to avoid me.Because in that case I had to start conversation with someone else. In my case they always had an excuse that only replacement department could satisfy my query and the replacement dept. never picked my phone up.

WRONG INFORMATION:

WRONG ORDER NO. -1 FOR REPLACEMENT. :
More than after 1 month someone form the customer care gave me an order no.:[protected], and they told me that this order would be received by Comexel technologies Dehradun (while my dealer is Comexel technologies Kanpur) on or before 8th of September and from their I had to receive it. I argued them about the delivery address and submitted my suspicion about the order. But they simply denied to change the delivery address and told me that this is my order no. and I have to take it from Dehradun. Finally it was received by any other person (named Vipin) on September 9th -2010 and in response of this they simply told me that I was given the wrong order no.. I even have asked for refund but they didn't listen.

WRONG ORDER NO. -2 FOR REPLACEMENT.:
Based on the On Monday September 13th 2010, I had telephonic conversation with replacement deptt. I was convinced by the head the department, Maria Nirmala, that, I will be getting the order locked on and will be receiving the quotation for my replacement on the very day (September 13th 2010). They also told me that, I will be getting my replacement within 6 to 7 day starting for September 13th 2010. But it didn't happened at all.
On September 19th 2010 they sent me the mail, in which it was written by Maria Nirmala that my order no. is[protected] and Way bill no.: [protected] but the destination mentioned by her was Panvel. While I Sushant Singh Parihar is a resident of Allahabad and my dealer is Comexel technologies Kanpur as was also told on the telephonic conversation we had on September 13th 2010. Instead of delivering it to me it got delivered to a person named Priti in Panvel. This was the second time the company told me an order no. and delivered to somebody else.

Till now I haven't received my laptop.

I can't tell how much I have been stressed by this mishandling of my case. I am a B.tech 3rd year student studying in M.M.M. Engineering College Gorakhpur away from my home which is in Allahabad. I had too much expectation from this laptop. I had to make projects and seminar presentations on the computer and engineering studies requires a lot of online assistance. The purpose of this laptop in this semester for my studies is almost finished. I had enough inconvenience in this semester thanks to DELL Support.

Please do something to make my replacement to be done.

Sushant Singh Parihar
Address: L.I.G. 90 Neemsarai A.D.A. colony Mundera Allahabad U.P.
Pin. Code. 211011
Phone no.: [protected] or (Father's Phone no.) [protected]
Service tag no.: 85846BS
Complain no.: 4397714