Del — Complaint Regarding Service at Authorized Dell Service Center

Address: Shop No 8, Devi Palace, Old Delhi Road, Prem Nagar, Gurgaon, Haryana, IN 122007 Opposite Raj Cnema Hall Ground Floor 522/3 GSTIN06AAACH1925Q1ZE

Dear Sir/Madam,

I am writing to formally raise a complaint regarding my recent experience at the authorized Dell service center mentioned below.

I visited the service center to get my laptop screen replaced, as it was not working. The owner of the shop quoted me a price of appro ?10, 000 and assured me that the replacement screen would be original. Based on this assurance, I left my laptop with them and collected it after a few hours. The bill was of Rs 11, 500. When I requested a bill, the owner informed me that it would be sent to me via WhatsApp. He was also initially reluctant to return my original screen, but provided it after I insisted.

After returning home to Shimla, I discovered that my laptop camera was not working. I went back to the service center the next day to address the issue and again requested the bill. The owner was not present at that time; however, the salesperson and engineer were available. They informed me that the actual price of the screen was ?40, 000, not ?11, 000, and said they would need to confirm with the owner why I was charged a lower amount.

They took my laptop to the back and made some adjustments, after which they claimed the camera was working. However, upon inspection, I found the camera quality to be blurry. Additionally, the camera placement and shape on the replaced screen were completely different from the original. The salesperson then admitted that the screen installed was of a different model and should not have been fitted in my laptop.

They also refused to provide me with a bill despite repeated requests. Initially, the salesperson offered a full refund and allowed me to keep both the original and replaced screens. I agreed to this. However, after speaking with the owner on the phone, they reversed this decision and took back the replaced screen. During this interaction, the staff behaved in an unprofessional and disrespectful manner, including dismissive gestures.

Although I did receive a refund, my laptop remains unrepaired despite multiple visits over three days. This experience has been extremely disappointing. As a customer, I expected transparent pricing, proper billing, professional behavior, and correct service.

Based on my experience and the inconsistencies in pricing, parts used, and refusal to provide a bill, it appears that there may be serious issues with the service practices at this center.

I request that this matter be investigated, and appropriate action be taken to prevent such incidents in the future.

Thank you for your attention to this matter.

Sincerely,
Damini Mehta