[Resolved]  Dell / Laptop — Defective Brand New laptop

This is to bring to your notice that I ( Bhartendu Mihir) had paid for Dell Inspiron 1564 Laptop; System tag: F1Q15BS; Express Service Code: [protected]; Quotation number IRSO3340983 on date 23 Feb, 2010 and I got it delivered at Chennai, India on March 1st 2010.
I would like to mention it that I have bought the Dell Inspiron Laptop for my sister residing at Chennai, India; while I am working at Jamnagar, Gujarat and I had done my payment through credit card.
I would like to write the events date wise as it will make things much more clear to understand.

1st March, 2010
The laptop was delivered.

6th March, 2010
Laptop was given to Dell Chennai service centre (in consultation with Dell Technical Support Team) as it was found that the system is not able to detect the DVD drive.

9th March, 2010
When the call was made to Chennai Dell Service centre to know the status, it was a shock to know that the along with the optical drive, the mother board need to be replaced too.
Well, if we need to change the motherboard of a 5 day old laptop, it speaks volume about the quality of Dell laptops, isn’t it? Anyway, after the motherboard and optical drive of a laptop is being changed within the very first week, not much is left inside of a laptop supposed to be brand new. So I requested the sales person Mr. Manish Satija, (from whom I had purchased the laptop) to kindly consider my request for the change of laptop as it is a new one and it hadn’t been a week even. Well, the request fell on deaf ears as he washed his hands off by saying it’s now Dell support team’s responsibility to look after the affairs. Hasn’t it been of much more mature nature had he taken the support staff in conference and resolved the issue then and there. Anyways, then I checked the mail which he sent me while sending me the Quotation for the laptop and I observed that the name of his supervisor had been missing form bottom of the mail, unlike other dell sales person.

10th March, 2010
Called Dell customer care to register complain that the Chennai service centre team is saying they can’t repair the laptop before 8th march, which is much more than the minimum days for service that Dell promises.
But no matter how much I insisted they did not write the complain saying that since three days are not over, they can’t write it. Though I reasoned that your very own service centre is saying they can’t fix it by today, so until they do something it won’t be repaired within three days as Dell promises. (That’s what they told me. It takes Maximum three days to fix any issue)

11th March, 2010
I called Dell customer care to inform of my problems and register complain now as three days were over. (I must appreciate Dell support staffs attitude of letting mistakes happen and then writing complain instead of preventing it at the first instance).
Anyways, the agony doesn’t end here, I had to call more than 5 times to register complain. As the person whoever was picking up the phone used to transfer my call to another department and then after holding for many minutes the call would get disconnected. Well, I would definitely make a suggestion that it would be a nice gesture and of much help to customer if the support staff rings the customer back if there call is dropped while transferring, as they always first take all required identification data, before listening to the problem and realising that it’s not related to them.
So after learning the names of half of dell support team finally my complain was registered, case no. 2922905. It was informed later by the Chennai service centre team that the laptop could be collected on 12th march, 2010.

12th March, 2010
When my sister and my brother went to collect the laptop, it was found that the pre-installed MS Office, Mcafee and the Adobe reader that came preinstalled were missing. And upon asking the service centre person he replied that it couldn’t be installed. The service centre person then called someone on phone but no matter what he did, he was unable to install them. And he told my sister to take it without getting these software installed. So, I instructed my sister to leave the laptop in service centre itself.

15th March, 2010
As the dell customer support team is closed on Saturdays and Sundays, I couldn’t register complain earlier, and by know you can very well imagine the irritation, anger and agony a customer must have gone through.
So on Monday I registered my complain yet again and have requested them to please replace my laptop. Sorry I am not having the complain number right now, but it can be checked in my name, Bhartendu Mihir, isn’t it?

At last I request you to please resolve the matter and please replace the laptop with a new one, because the motherboard and optical drives have been already replaced and even then it’s not working properly and is still lying in Dell’s service centre since 6th March, 2010.