I purchased Dell Inspiron 3511 Laptop from one of your exclusive stores in Rajasthan on 15th of October, 2021. I have been facing issues ever since. From day 1, I was experiencing overheating issues and eventually the keyboard and the touchpad stopped working. On 29th October 2021, my complaint was registered and the agent from the technical support team took access to my laptop in order to assess my problem. After assessing, she asked me to wait for 2-3 days to see if the problem was still persisting. As per her instructions, I called after the waiting period was over as the problem wasn't resolved. The laptop was DOA as there were major issues since the very beginning. While they initially agreed on part replacement, on realising the gravity of the issue, the team finally proceeded for system replacement.
I believed this would put an end to my problems. However, I was wrong as the procedure for seeking approval and final replacement was not clear. I was forced to place numerous calls to seek updates and approval for about 40 days. After a long delay, the technician visited and sealed my original laptop and asked me to wait for the Company's call regarding the replacement. On 18th November, I received an email from Dell stating that my complaint has been validated by the on-site engineer and my system is eligible for replacement. While the email did mention that my retailer will aid me with the remaining process, it provided no clarity on the process. Again, whenever I called the team regarding the same, I got mixed responses. Everyone from the technical team to the Seniors from the replacement team told me that the procedure for replacement has changed and therefore there is a confusion as to whether the retailer will provide me with the new laptop or the Company will directly do so. One senior from the replacement unit suggested that the retailer may choose to help me with the replacement and in return he will get a laptop from the Company. This was owing to the fact that direct replacement would take even longer time. However, the Company could not give any assurance to my retailer that his distributor will actually provide a replacement to him and therefore, the replacement still took more time. My dealer who has been very cooperative since the beginning, immediately agreed to provide a replacement as the Company was taking way longer. He had specifically communicated to the Company that as soon as he receives an assurance from his distributor that he will be given a replacement, he is ready to provide me one. I finally got my replacement from my retailer on 10th December, 2021, while he had to wait for another month to get a new laptop.
I firmly believe that if my retailer was not cooperative and if the Company was to directly provide me with replacement, it would have taken an even longer time for me to get the new laptop.
I have elaborated on my previous problems with Dell to stress upon the fact that I am facing similar issues with the replaced laptop. I placed a complaint for a cracked bezel/hinge on 7th February, 2022. Additionally, I also informed that the touchpad only works intermittently. I was told that the touchpad will only be replaced once the technician assesses the issue. For the hinge issue, I was assured that the part replacement will be made possible within a week. Considering the past delays, I asked the lady if this would actually be made possible. She assured me by stating that the part replacement is in full swing and the parts are available. However, when I called after a few days to seek an update, I was told that the parts will be dispatched not before 20th February. As on 14th February, 2022, it is showing that the parts cannot be dispatched before 9th March, 2022. This is very problematic as I have to travel for studies and can't stay at my given address for another month in order to wait for the replacement. Honestly, I have no confidence in any assurance provided by your Company at this stage especially, after the harassment I have experienced in the last four months.
The agent from the technical team advised me to go for a full system replacement again as that would only take 10 days as opposed to part replacements that can take upto 30-40 days. However, considering the multiple issues with this particular model and the amount of complaints regarding the same, I believe I would be repeating my mistake if I agree to take a replacement again. As a law student, managing both College as well as Online Internships, it is extremely crucial for me to have a smooth functioning laptop at all times. In the past four months, I have suffered immensely on account of your faulty laptops and delayed procedures. I believed that I did proper planning when I first decided to buy a Dell laptop in October, 2021 as the coming months were full of exams and important presentations at the workplace. Instead, I was forced to devote all my time in seeking replacements for the next few months. This process has hampered my work and I can't afford to do the same again.
The Consumer Service has been very problematic as I was forced to explain my situation every time I make a call to seek clarity and update. Although, I was assured that I won't have any problem in coordinating whenever I place my next call, as the person addressing my queries will already have an update on my case. However, this is never the case. I am forced to make multiple calls and explain the issue and seek a solution every single time that I have called. Also, there is no respect for the consumer's time as I have wasted hours and hours every single day in seeking a solution from your end. The teams do not have sufficient information about any of the procedures and therefore it is difficult to believe what one person speaks as the other person will always suggest some other way.
For all the above-stated reasons, I would like to seek a refund of my laptop and I will submit the laptop to my retailer or on-site engineer. If my issues are not resolved at the earliest, I will be forced to take legal action.
