Croma — Defective laptop sold by Croma and no exchange/refund/help provided(harassed by Croma store)

Address:

New Delhi, Delhi

Hi all, I have bought a laptop (Dell Inspiron 15 3000 series) from Croma store, Preet Vihar, Delhi for Rs 36450/. I asked them if there is any problem with the laptop what will I do, to which they said if anything happens within 4 days, I can bring it to them and they will take care. / I asked them, about the procedure if the laptop is faulty and I get to know it after I reach home. In the response, they mentioned that they would be taking care if any such thing happens and I report within 4 days of purchase./ Unfortunately their laptop had a faulty touch pad, which we realized after reaching home. The very next day, I called them but the helpline asked me to visit the store, in any case they would not provide me with any help regarding any issue. I visited the store next day where they made me wait for more than an hour and then asked me to contact DELL as it's a DELL laptop. As if, they can just sell the laptop and they have no other responsibilities (it makes the task very easy, even if they sell any defective items, attaching some useless/stupid gifts which won't be working either). I called up the Dell Tech support number, it took around one more hour after which I have been told, I can get my laptop repaired by Dell service center, but I asked them to replace the laptop as I was not very happy with the product. They said laptop replacement will take 20-25 days, to which I said I have purchased it for urgent reasons and cannot wait for 20-25 days. Then, they said about providing credit notes, using which I can new laptop within 7 days. This was a false promise as they collected my laptop next day, but provided credit notes after 20 days. And even after that the Croma store refused to provide a new laptop on the basis of the credit note (Even though both Dell and Croma agreed for it in the previous week). Neither Dell nor Croma has provided me a contact number(for call back), so they spoke to me only when they wanted to. I had a mail-id of the service executive, who did not respond in timely manner. All my mails/online request has been of no use, as both kept playing games. Croma used to say, go and talk to DELL(we can't do anything, and vice versa). Both of them have been very rude during this process. Both of them portrayed as if they are not in contact with each other. In fact, DELL made me go to the Croma store(so that they can talk to them over phone) during my office hours as they threatened to stop the replacement process(if I don't do so). Finally after 1 month when I got the credit note, Croma refused to provide me the laptop from the shop and asked me to visit some distribution point in Nehru place. A guy name "Mansh Chaunkar", provided me the laptop after taking the credit note, but he also harassed me for a week(I had to return twice from there with empty hand) and in between when I questioned, he used say-"Go and talk to Croma, I can't do anything". Even the new laptop that I received on behalf of the credit note was faulty and this process continued. The guy said, “What do you think, every time you get a replacement we’re giving you a new laptop?, just think it yourself why did Croma didn’t give you a new laptop and asked you to come here instead” . Now, I have exchanged my laptop twice, yet it's not working properly (everytime a new issue), it seems as if both Croma and this guy are selling repaired laptops. I have filed a case in consumer court, and will keep fighting unless I get justice.