[Resolved]  Dell Xps M1210 — Cheating by Dell India

Address:

Kozhikode, Kerala

Dell laptop XPS M1210 Tag no : 9YWQN2J

This is to bring to your attention on the above laptop, the negligence and poor assistance I have had from Dell India which ended up in not enabling to use my laptop to any degree of satisfaction and bearing huge costs which evidently is due to mis-information provided to me and due to the poor co-ordination of the Dell team in India.

I am appending below the summary of the transactions from 2007. This laptop was purchased in Dubai on 11th March 2007 and soon after I got back to India in April 2007, I started having problems with the laptop. It would not start up ending up with some blue screens, which I expected were due to virus. I reported the fault to Dell India, but was asked to get the tag transferred to India and further was told that the machine would not be attended unless I purchased a warranty cover from India after the tag transfer was done. The reason I was told was that the machine only has a local warranty in Dubai.

I am copying and pasting all the communication I had with Dell India and you may see very clearly the information provided was wrong and service provided was unacceptable. I had no way in which I could get the laptop attended until I moved to Australia when Dell australia told me that laptops do have international warranty and only desktops do not have international warranty.

The problem was recently taken up again with Dell India after paying a huge amount for replacing defective parts and for warranty extension, while the defect was developed well within the warranty period, infact within one month of purchasing the laptop.

I therefore require a full compensation of the amount I paid as repair cost and warranty extension and a replacement of the laptop with a new latest laptop (as the laptop XPS M1210 was one of the latest in Dell series at that time) with fresh warranty cover.

Looking forward for a prompt action.


The messages copied and pasted -

I am attaching herewith by copying and pasting the correspondence w.e.f April 2007 (Laptop was purchased in March 2007) and highlighting the respective areas. It is numbered from 1 - 4 and the relevant complaint concerns to no.4.

You may see the reply which clearly mentions warranty is not covered in India and it needs to be purchased from Dell India. It mentions about only transferring the tag which can be done 'without any costs'.


1


· RE: Case ID: 633955 E-mail Customer Care #AutoReply# (KMM2957691I23241L0KM)‏
[protected]
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dell service
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dell service
[protected]@dell.com
·
To [protected]@hotmail.com
From:

India_Care_HSB ([protected]@dell.com)
Sent:

10 April 2007 01:28AM
To:

[protected]@hotmail.com ([protected]@hotmail.com)


***THIS IS AN AUTOMATICALLY GENERATED ACKNOWLEDGEMENT -- DO NOT REPLY***

Dear Customer,

Thank you for contacting Dell Customer Support.

Your mail has been received. On account of Good Friday we will are closed on Friday, 6th April 2007. We will return on 9th April 2007 and will revert to you at the earliest.

We assure you the best of our services.

Website: http://support.ap.dell.com/support/topics/topic.aspx/ap/shared/support/en/custom...⇄

Warm regards,


Dell Customer Support

Note: Please do not reply to this message as this is a computer generated auto response.





2
· Dell laptop‏
[protected]
Reply ▼
aesmenon
To [protected]@Dell.com
From:

aesmenon ([protected]@hotmail.com)
Sent:

10 April 2007 01:32AM
To:

[protected]@Dell.com


Had purchased Dell Laptop XPSM1210 2.0 GHZ comp no.[protected] on 11 march 2007. On reaching home in India , system unable to boot. Pls advise nearest service center to Calicut in India nd warranty service details.

Regards
Sudhakaran

3
· Re: E-mail Customer Care (KMM2990475I23241L0KM)‏
[protected]
Reply ▼
dell service
·

dell service
[protected]@dell.com
·
To sudhakaran achazhiyath edathil
From:

India_Care_HSB ([protected]@dell.com)
Sent:

16 April 2007 07:50AM
To:

sudhakaran achazhiyath edathil ([protected]@hotmail.com)


Dear Customer,

Thank you for contacting Dell Customer Care via e-mail. We understand you have a technical issue with your system that needs to be addressed. In order to avail appropriate technical assistance, please visit the following web page to contact technical support through Phone, Chat or Email.

http://supportapj.dell.com/support/topics/topic.aspx/ap/shared/support/dellcare/...⇄

Regards,

Anuradha Manjunath

Original Message Follows:
[protected]----
Had purchased this laptop on[protected] at Dubai. A few days later the
computer would not start boot up. Windows XP screen starts up and hangs up
with a blank screen. Please advise action required. Believe virus attack??

Best regards
Sudhakaran.


From: India_Care_HSB <[protected]@dell.com>
To: sudhakaran achazhiyath edathil <[protected]@hotmail.com>
Subject: Re: E-mail Customer Care (KMM2977854I23241L0KM)
Date: Fri, 13 Apr 2007 13:26:07 +0800 (SGT)

Sir,

Thank you for the details, I request you to kindly mention your concern to
take this issue forward.

Incase if you have any technical issue I requst you to log on to the link
given below.

http://supportapj.dell.com/support/topics/topic.aspx/ap/shared/support/dellcare/...⇄

Regards
Anuradha

Original Message Follows:
[protected]----
Dear Ms.Anuradha,

Pls note the SERVICE TAG NO. IS 9YWQN2J

EXPRESS SERVICE CODE IS[protected]

Thanks and best regards
Sudhakaran.


From: India_Care_HSB <[protected]@dell.com>
To: sudhakaran achazhiyath edathil <[protected]@hotmail.com>
Subject: Re: E-mail Customer Care (KMM2965985I23241L0KM)
Date: Wed, 11 Apr 2007 13:27:28 +0800 (SGT)

Dear Mr. Sudhakaran,

The order number you would have recieved at the timee of placing the order
or if you have you have Dell Customer ID you can provide the same to me.

Service tag is 7 digit alpha numeric number, if it is laptop it will be at
the bottom of your system, if it is a desktop it will be behind the CPU.

Regards
Anuradha
Original Message Follows:
[protected]----

Have no knowledge of order number or system service tag number. Where do you
get this info. Only number i have is the computer number as in the billing
invoice. Please advise.

Best regards
Sudhakaran.

From: India_Care_HSB <[protected]@dell.com>
To: "[protected]@hotmail.com" <[protected]@hotmail.com>
Subject: Re: E-mail Customer Care (KMM2958936I23241L0KM)
Date: Tue, 10 Apr 2007 12:30:34 +0800 (SGT)

Dear Mr. Sudhakaran,

Thank you for reaching Dell India customer care

This is with regard to the mail below, I request you to provide us your Dell
Order number or the system service tag number to take this case forward.

I also request you to kindly mention your concern.

Assuring our best services

Warm Regards
Anuradha Manjunath

Original Message Follows:
[protected]----
The following customer has requested access to the Dell Community on E-mail
Customer Care:
Issue Category: General
FirstName: achazhiyath
LastName: sudhakaran
EmailAddress: [protected]@hotmail.com
Confirm Email Address: [protected]@hotmail.com
Current Phone:[protected]
Account Number:
Case Number:
Order Number:
Additional Info: computer no.[protected]
This requested was submitted from Dell's Support site on 4/9/2007 8:25:58 PM

_________________________________________________________________







4
· RE: India-Online Warranty Extension/Upgrade Form‏
[protected]
Reply ▼
[protected]@Dell.com
· [protected]@Dell.com
·
To [protected]@hotmail.com
From:

[protected]@Dell.com
Sent:

04 May 2007 12:26PM
To:

[protected]@hotmail.com



Attachments, pictures and links in this message have been blocked for your safety.
Show content | Always show content from [protected]@Dell.com

Dear Sir,

The Dell system with service tag 9YWQN2J is not showing in the India
database because of the system being purchased outside India.

Please get the tag transferred to the India database by following the
below URL link.

http://www.dell.com/content/topics/reftopic.aspx/pub/ccare/transfer_intl
?c=us&cs=19&l=en&s=dhs.

Please fill up the required details and put NA for fields you are not
sure.

Once submitted you will get a confirmation mail from Dell in 2-3 working
days and a new service tag.

Please contact me at the below mentioned number for any clarification/s.


Note: The warranty will not get transferred since the warranty what you
have a local warranty. You need to buy new warranty in India once the
tag will get transferred.
Thank you kindly.


Regards,
Nusrath Sarfaraz
Dell India Private Limited
Divyashree Greens, Ground Floor
# 12/1, 12/1A,13/1A, Challaghatta Village
Varthur Hobli, Airport Inner Ring Road
Bangalore - 560 071.
Office (Direct[protected]
Toll Free[protected] Extn:8584
Fax[protected]
email - [protected]@dell.com
website - www.dell.co.in

For Tech Support Call:[protected]
For Customer Care/Delivery Status Call:[protected]
For Sales Call:[protected] press 3 dial 8584

Business Hours : Monday to Friday ( 9 am to 6 pm )
Email Dell - Online Warranty Information

Information as keyed in by customer
[protected][protected]

1. Country/Region : India
2. Product Of Interest : Notebook
3. Type O[censored]se : Home or Home Office

4. First Name : achazhiyath
5. Last Name : sudhakaran
6. Company Name :

7. Email : [protected]@hotmail.com
8. Phone : 2374089
9. Service Tag : 9YWQN2J
10. Enquire about our latest products & services? : No


11. More Info :
TRANSFER WARRANTY TO INDIA REGION AS SAME WAS PURCHASED AT DUBAI UNDER
LOCAL WARRANTY AS UNDERSTOOD FROM YOU.


Kind regards
Sudhakaran.