Dell — Defective Product. Inefficient Service.

Address:

New Delhi, Delhi

Service Tag: 42LBTY1; Express Service Code: [protected]I I purchased my DELL XPS 12 from US through Amazon US on April 2014. Around Oct 2014 I started getting the BSOD (Blue Screen of Death) with the message 'System Thread Exception not Handled'. The customer care personnel took my system on remote and installed and updated the drivers. Since the issue did not get resolved I was sent a USB for Windows re installation. Again the system was taken on remote access and the Windows was reinstalled. Since the re installation of Windows the touch screen has stopped working and the BSOD issue persisted. When I contacted the customer care I was told that maybe it is the screen issue and that DELL will arrange to get the screen replaced. An engineer visited and changed the screen, but the touch screen issue and the BSOD issue remained. This time after the replacement there was a new issue of camera not getting detected. In the meanwhile I was being told that since Amazon US has purchased the product from DELL on Nov 2013 my product is out of warranty. When I got it checked by authorised DELL service Centre, I was told that the HDI IC controller of the touch screen and the camera needs to be replaced, and the entire process will cost around INR 14000. The cause behind the BSOD is yet to be detected. The product is still under warranty. I started out with the BSOD issue, after numerous calls, expending energy and money, I am left with a defective touch screen and a defective camera and the original issue of BSOD nowhere near resolved. Kakoli Saha #[protected]