| Address: Pune, Maharashtra |
Suggestion:-Go for Dell Laptop if you want to buy Headeche not the Laptop.
The Dell Experience:-
Me & my friend Rudra were planning to buy a laptop. Rudra had other options for cheaper & better laptops. I convinced him to go for Dell along with me for the “so called “product QUALITY, service & support. After lots of discussions & brainstorming’s, Rudra finally agreed to go for Dell laptop itself & we both booked the Dell laptops on the same day. I purchased the service warranty as well thinking that, it’ll help to resolve the issues (if any) quickly & effectively.
I was so happy to get Dell Laptop & have started using it.In the third month itself, I realized that, the laptop’s performance was worsened,. I called up Dell, they asked me to run Diagnostics. With all the zeal to resolve the issue, I ran the Diagnostics & finding the HDD guilty, Dell replaced the Hard disk by visiting my home,I made myself available there. After a couple of months, the keypad gone worst & was replaced too by visiting my home, I made myself available there.
I continued using laptop again with new zeal, from almost the fifth month onwards; I started facing the BLUE Screen error. From 7/10 attempts, the system was asking to Restore at the checkpoint. Initially I ignored the issue, thinking that, it might be windows error & might get resolved over period of time. But, the issue (with Blue screen & Restore) persisted over the time. So I called Dell again & after running diagnostics, they replaced RAM this time, I requested my brother this time to attend the support executive who visited my home, my brother cancelling his own appointments made himself available to the executive.
After RAM replacement also, the blue screen issue & Restore to checkpoints issues were not resolved & I was facing the issues again. In the next weekend, 23rd/24th February, I had my official project assignments to home & when I was working on it, suddenly I observed flickering screen & the system stopped responding I had unsaved data(which involved my 4.5 hrs. of work).With very curious about the laptop & my unsaved data, on that moment itself I called up Dell with all the faith that, they will suggest me some way to save the data at least before the reboot. The call was through but the support executive on the call responded “Sir, our tools are down & we won’t be able to take Your complaint”.
I requested when the tools will be up, the response was “Not sure, it’ll take some time”.
So I requested to note down my name & contact number on the paper & call me back as soon as the tools get up. The executive acknowledged & promised to call me back as soon as the tools get up.
From then on for that entire week, I didn’t receive any call. Over the week’s period, I faced the same error (flickering screen) causing laptop not to respond with the existing blue screen & restore checkpoints issue.By this time I was frustrated with using the laptop & calling to Dell support.I managed somehow, but each time I lost unsaved data.
When I was again doing my project assignment on 2nd March,I faced the same error (flickering screen) causing laptop not to respond again I called Dell immediately.This time also,I received same reply.“Sir,our tools are down & we won’t be able to take Your complaint”. Now it was the limit of my patience but I again requested to note down my number & call me back, I was assured to get call back by executive this time also.
For almost 3 days after that call, I didn’t receive any call.So,I reached home early intentionally on 5/6th March(since you have to be in front of laptop to troubleshoot)& called up Dell. With one or the other issue/s always faced over my tenure o[censored]sing Dell Laptop & all my 9 months’ time almost wasted in calling to Dell & doing the troubleshooting, I strongly suspected this as customization issue. I requested the executive to replace the unit itself because of all the frustrations & issues faced as described above.
The call was escalated & on the other day when I was in office, I received call from the escalations team.
I described the above faced issues, the reply was,”Mr.Abhishek,this is an electronic device,anything can happen.”
I said “I am using other 5-6 machines also, but I am facing the issue always only on my laptop. I lost my unsaved data whilst working on 23rd Feb & I wasn’t able to complete my assignments on time because of the issues faced.”
The executive replied”Mr.Abhishek,as you said you have other systems, you could have worked on other systems”.
The other machines I used were official machines. My frustrations have reached the peak level by this time,so I replied”I know when to work where”. I have not paid Dell to give me a showpiece if I was to be suggested to work on other machines instead of the Laptop.
With the described circumstances, one or the other issues faced all time,I humbly requested to get the unit replaced. The answer was “No Mr Abhishek,I can only get the parts replaced for you.”(I was not aware of which parts to be replaced)I said ”With my experience o[censored]sing the laptop I strongly believe even after the parts replacements as well, it’ll be some or the other issue/s with the laptop”.
The executive replied, “If the problem doesn’t get solved with this replacedment,I’ll replace the unit for you ”.
After long discussions & spending so much of time on the calls, with no other option left, I agreed to replace the parts.
I received the call from Dell technician on 9th March. I was so busy in my personal works which were pending over last two weeks because of office assignments & calling up Dell as said above. I had an appointment at evening at my relative’s place. Still I made myself available on the committed time, cancelling my appointment at relative.
The technician bought 3 parts with him,the Motherboard,Display & the cable.The technican told me that the cable which was given to him is the wrong one & will not be compatible with my laptop.
After spending almost 3 hours & replacing Motherboard,Display & after formatting & reinstalling Windows, immediately after 2nd reboot, the same issue(flickering screen lock) was observed.
I was very much frustrated & depressed. We tried to call Dell support, but the support wasn’t available that time.
I received the call from Dell on 11th March, the executive said he’ll get back on other day.
I again got a call today,12th March. The executive now said that, the cable delivered wasn’t correct one & it needs to be replaced now.(I have to pay my time for the mistakes I am not responsible for).
With all my experience & giving enough chances for hardware replacement & as per the executive’s words on the call in the last week(6-8th March),I requested to replace the unit.But,the answer is “No”.
Now,I seriously don’t have time to give to the technician to replace the cable & I strongly feel,even after this replacement,there’ll be one or the other issue/s with laptop.
Now,by considering the behavior of the laptop over last 9 months,I wasnt able to work effectively on the laptop & wasnt able to use the laptop efficiently.
It was one or the other troubleshooting I did in each of the weeks.I was mostly busy in waiting for the restore to happen(as is the issue faced),calling up dell,explaining the issue,making myself available for h/w replacements.Now I am feeling like Dell has provided me laptop for RnD by taking the full money.
I am very very very very frustrated with using this laptop now & I am thinking of the suggestion provided by Your own executive”to work on other systems”than Dell.
Dell is denying to replace the Laptop & now,with my warranty only valid for another 3 months,I am really worried about the behavior in upcoming days.
Definitely,I’ll never never never reccommend Dell to any of buyers.Go for other options,as was suggested to me by Your own executive to “to work on other systems”than Dell.
If the Dell executives themselves are suggesting to work on other systems than Dell,the quality of Dell products can easily be guessed.
Worried after buying Dell,
Abhishek Deshpande
DELL — Delivery of Laptop
I had paid the amount due to Dell by way of credit card on the promise that my studio 14 laptop would reach me in 7 days. It has now been a month and a half. I have had to deal with several (rude and uninterested) Dell representatives over this past month. Finally, upon my threat to approach a consumer forum I get the response that these laptops are no longer produced and that I should either take my money back (which they will take another 20-30 days to return) or opt for another laptop of different configuration and wait for two weeks more to receive the same.It is appalling as to the lack of care and concern Dell shows towards consumer satisfaction. My phone calls are constantly cut and my emails ignored by representatives at various levels. Disgusting behaviour over all.