[Resolved]  Dell Vostro 3450 — Issue with delay in delivery of spares for repair of laptop

Address:

Mumbai City, Maharashtra

This has reference to a number of Dell Vostro 3450 model giving us issues with the LCD panel bezel splitting open with a number of notebooks consistently since close to 2 months now and even before that.
As of now we have roughly 17 systems that have given this issue with differing intensities and causing problems to our field staff at different locations in India.
We had procured approximately 200 nos. of the above mentioned model in the second half of 2011 and have faced issues intermittently with the LCD bezel since then.
We initially thought that the issue with the bezel splitting open was due to users not handling the system carefully but since the last 2 months the numbers have increased drastically thereby making us think it could be an issue with quality.
We have been following up with Dell since then and have been dissatisfied with the support received.

At first we were informed that the systems were damaged by user and therefore ineligible for the accidental damage support. On further escalation to our Dell Sales representative, he promised to revert in a few days and provided us a solution that we would have to pay the service fee for the repair to which we agreed.
It has been over a month since then and we have now been informed that the parts are going to be imported from Malaysia and expected closure for the issues would be in the third week of July 2013.
We have been very patient and have trusted Dell to keep up to their promise which has not been fulfilled.
Our field staff are suffering due to their systems malfunctioning and the issue with the systems has been escalated to the highest level within Glenmark. We have been made to feel that our users are handling the systems very roughly resulting in the damage to them. The issue could be with one or two systems but 17 open calls for the same model in such a short period of time is not a coincidence or user mishandling case. We have in fact also received a complaint for the new model (Vostro 3460) again related to the LCD.
Details of the tickets raised are as provided below

Dell pending calls details:

Dell CASE-ID LOCATION SERVICE MAKE MODEL Sr No Call logged date
[protected] CO-Enclave Warranty Dell Vostro 3450 H0BBRQ1 8-May-13
[protected] CO-Enclave Warranty Dell Vostro 3450 30BBRQ1 10-May-13
[protected] CO-Enclave Warranty Dell Vostro 3450 FKXR0Q1 13-May-13
[protected] CO-Enclave Warranty Dell Vostro 3450 B5XR0Q1 11-May-13
[protected] Delhi AO Warranty Dell Vostro 3450 3MPDQS1 21-May-13
[protected] Lucknow Warranty Dell Vostro 3450 J6RMRS1 20-May-13
[protected] CO-Enclave Warranty Dell Vostro 3450 60BBRQ1 22-May-13
[protected] Delhi AO Warranty Dell Vostro 3450 2FXR0Q1 23-May-13
[protected] CO-Enclave Warranty Dell Vostro 3450 DDXR0Q1 29-May-13
[protected] CO-Enclave Warranty Dell Vostro 3450 BMXR0Q1 29-May-13
[protected] CO-Enclave Warranty Dell Vostro 3450 3SXR0Q1 30-May-13
[protected] Hyderabad Warranty Dell Vostro 3450 6V9BRQ1 27-Jun-13
[protected] Head Office Warranty Dell Vostro 3450 H6XR0Q1 1-Jul-13
[protected] Head Office Warranty Dell Vostro 3450 1W9BRQ1 1-Jul-13
[protected] CO-Enclave Warranty Dell Vostro 3450 4TXR0Q1 2-Jul-13
[protected] CO-Enclave Warranty Dell Vostro 3450 4mxr0q1 2-Jul-13
[protected] CO-Enclave Warranty Dell Vostro 3450 87xr0q1 2-Jul-13

Dell Closed calls details of last 3 Months:

Dell CASE-ID LOCATION SERVICE MAKE MODEL Sr No Call logged date
[protected] Sinnar Warranty Dell Vostro 1GFBSQ1 1-Apr-13
[protected]/[protected] Mahape Warranty Dell Vostro 3450 BKZB2S1 1-Apr-13
[protected] CE Warranty Dell Vostro 3450 6RXR0Q1 3-Apr-13
[protected] Headoffice Warranty Dell Vostro 3450 16R5QQ1 16-Apr-13
[protected]/[protected] Kolkatta Warranty Dell Vostro 3450 20BBRQ1 22-Apr-13
[protected] Head Office Warranty Dell Vostro 3450 8D0Z1S1 5-Jun-13
[protected] Head Office Warranty Dell Vostro 3450 G5R5QQ1 5-Jun-13
[protected] Mahape Warranty Dell Vostro 3450 JC0Z1S1 14-Jun-13
[protected] Head Office Warranty Dell Vostro 3450 2V15QS1 26-Jun-13