DELL NOT PROVIDING
SERVICE FOR A “IN WARRANTY” LAPTOP :-
I have a Dell Inspiron 3521
Laptop with active Home Replacement & Accidental Warranty. But I
think that it was the worst purchase of my life, because two of its parts (DVD
Writer & LCD Screen) has already faulted. Well on these first two times,
dell replaced the part easily, but now again there are problems with my system
& dell does not want to replace them & is denying me service by all
unfair means.
It has been nine days since I
created a Service Request No.[protected] for my Dell Inspiron 3521 Laptop
(S/N: BHHC102) by calling to the dell technical support.
In the last nine days, my
system was checked two times through the diagnostics (bios utility) by the
different representatives (First time by Mr Sumeet & Second time by Mr
Harvinder) of dell technical support.
Both of them verified the
error code given by diagnostic utility & were ready to replace the faulty
parts. But they said when they tried to create the replacement request, they
were not able to create the request, because my service tag no. BHHC102 has
been blocked & they need my purchase bill for unblocking it. Although they
did not give any reason for the blocking of my service.
I provided the computerised
vat bill for my laptop on 21st April via mail, but till then my service request
no.[protected] was closed by technical support without informing me. I also
mailed them to contact me for giving me the service & providing the reason
for closing my service request without informing me, but nobody from dell
called me.
Then on the 22nd
April, I called again to dell technical support & told my problem all over
again to Mrs Navneet & finally she verified my bill & told me that she
has successfully made a request for replacing the faulty parts of my laptop.
This request was also seen by me on the “Support Request Details Dell India Web page” & I have
also attached
this page in form of html file.
Finally I was thinking that
all is done & now I will receive my service, but that satisfaction
does not last longer & after 10 minutes their representative Mr Sunil from
Mumbai called me & told me that I can’t get the replacement
because my Service Tag has been fully blocked. When I asked
the reason for this, he first told me that, “I am a dealer &
in one of my previous service the faulty parts were found duplicated”.
Then he told another false
reason for denying me the service by saying that, “I, as a dealer,
declined the service of the technician at my place & technician returned
without performing the service. He also asked me that if I have other dell products
(Desktops & Laptops) & may be I have ordered the service for these
products in past, which have created all this problem.
At this moment I also want
all the people to know that how a dell representative given me various false
reasons at the same time for persuading me that it was all my fault. But when I
told him that I am not a dealer but a final consumer & none of
the above that he said is true. I provided him the name & ID (Manoj Kapoor,
978561) of that engineer who performed the previous service (Replacement
of faulty dvd writer) at my home. I have also attached the “Repair Order Form” for
the replacement of faulty DVD Writer & LCD Screen, which clearly mentions
that no such issue was found in my previous service. I have also the call
recordings of all the talks with dell representatives, thanks to Automatic Call
Recorder Android App.
Then he verified my saying by
checking some details on his system & told me that all I said to him
seems to be true & he will forward the request for unblocking my service
tag to next level & all of this may be a big mistake from their side.
Well I waited for his reply
for many hours, but I got no email or call from him or any other dell
representative, then finally I escalated my service request no.
[protected] on dell support portal the same day. But I think
this also does not works in dell.
Then on 23rd April
at evening time, a representative from dell called me & told me that we
have forwarded the matter on upper level & we are waiting for a reply from
their side.
Then on 24th April
also the same thing happened, but I was very angry at this behaviour & I
told him to transfer my call to his manager. Then I talked to his floor manager
Mr Sachin (Dell, Mumbai) & told him that how the service is being denied to
me by giving false reasons. He told me that he agrees to me fully & the
first time an authorised dell representative agreed that all this issue is a
confusion/mistake from their side & he also seek apology for all the
problems. He asked me for more three days by saying that they have already forwarded
the issue & by 27th April, my problem will be resolved.
I called on 27th
April at evening for knowing the status of my service request & I came to
know that the matter is still the same as it was. When I said to this person
that I am very much disappointed with the dell technical support & I will
escalate the matter with outside authorities, it is then he finally transferred
my case to the escalation team.
On 28th April, a
person Mr Pawan from dell escalation team called me & asked me again that
what is my problem?
Then I told him all the
problem (created by dell technical team) once again. He asked for some time to
investigate the case & called me after some hours & told me that he
will forward the request for unblocking my service tag & that my
service tag will be unblocked(repeated answer from all dell persons) either in
one day or maximum two days & he further added that he will add the days
from 19th April to 28th April (i.e time lost due to delay
in service) to my system warranty period.
Here I want to ask dell that
is it sufficient that only the time which is wasted by you is added to my warranty
time? What will dell do for that time, which I wasted calling & talking to
dell team for hours? What will dell do for time my system remains unusable due
to dell mistake? After all this mess is all created due to dell person mistake.
He last called me on 29th
April repeating the same answer that he is still working on my case & it
will take some more time for unblocking my service tag. He said he will not
disappoint me.
Today is 1st may
& my problem is still not solved & I know for sure that dell not does
not want to solve this problem. I think they enjoy harassing their customers
like this.
Dell escalation team also did
not called after 29th May. So on today I feel helpless & that’s
why I am telling all the above on public forum, so that the other people see
this & think twice before buying a dell product.
I also want to ask some
questions from dell that, “Is there any level of respect for customers in Dell
or you are also like other companies who want to harass their customers???
“Are you harassing me only because you simply
don’t want to give me the service & want to pass out time so that my
warranty time expires???”
If the answer to the above
question is yes, then just tell me simply, so that I don’t waste my time waiting
for the service & I will also not call again to any dell person.
Because it has been five days
since I escalated the issue but nobody from Dell Escalation team tried to contact
me or resolve the issues.
Now I have lost every hope on
dell & I just want to say that given the above experience, I will think
over 100000 times before buying a dell product & also asks the others to do
so.
FINAL WORDS:- DON’T BUY
DELL PRODUCTS.
Still now I am not getting any phone call from customer care and status of
my complaint?