| Address: | Dell International Services India Pvt. Ltd Divyashree Greens, Ground Floor, Sys Nos.12/1, 12/2A and 13/1A, Challaghatta Village, Varthur Hobli, Bengal |
I bought the laptop DELL INSPIRON 5402 from DELL official website and I purchased premium support in total it cost me 62, 435 in total. I started having issues within 10 days of buying it and complained several times but they put off the issue by saying update the drivers. I got to know that dell stopped selling this series within two months of launch worldwide. I checked dell forum and got to know that multiple units of this series were defective and almost every other user was facing issues. My laptop was behaving abnormally(not charging, sudden shutdowns, fan running without switching on, shocks on body etc.). On 9th dec I contacted dell technical helpline, thety took remote access and did something after which laptop is completely dead, they setup a service for replacement of some parts. During onsite service on 15th dec, technician physically damaged palmrest of my laptop. And I was not given any apology from dell and despite changing parts, laptop didn’t work. i asked for a replacement of laptop as it was assured that after replacing parts the laptop is not working and many users have faced same problems in this model, it is a defective model. DELL ADVANCED RESOLUTION TEAM member MR. B MANJUNATH on 17th dec said to me that if after this service the laptop doesn’t work, we will replace it. Without telling me anything, technician reported that laptop issue is resolved while the laptop was in complete dead state. DELL ADVANCED RESOLUTION TEAM member MR. B MANJUNATH backed down from his words after the service. He is saying that since technician( a trained technician who damaged my laptop) has reported issue resolved, even if customer is facing problem we will not believe it, this means even if customer is right, dell will not believe him/her. This is pathetic behavior. I also sent multiple videos and pictures of laptop and yet he backed down from his earlier words and denied from replacing a defective laptop. My work has been stucked sicne 9th dec and dell is harassing me. Since, 9th I have had 2 services and even the technician has said that this laptop is defective and I think even dell knows that the laptop is defective and that’s why they are prolonging the issue. I even complained on sumsumer forum but I was not provided replacement of laptop. Either replace the defective laptop or i will have to go to consumer court. I have been harassed despite paying for premium support.(SERVICE REQUEST NO . [protected]). Was this information helpful? | 
