Dell India — Dell service center a pathetic experience at delhi

Address:

New Delhi, Delhi, 1002

Dell service center a pathetic experience at delhi
Name of service centre - excotron solutions pvt ltd
Dell laptop inspirion model no 5548, service tag no 1dgsk22,
Express service code [protected]
Dear sir,

1. On 17 jan 2017 i had approached the dell service centre excotron solutions pvt ltd, the only authorized centre for repair of dell laptops in delhi, for repair of my laptop bearing model no 5548, service tag no idgsk22.

2. The lap top had a crack in the bottom case, but they replaced the touch pad along with the bottom case, vide invoice no exinvdel/[protected] dt 17 jan 2017.

3. When i enquired for the reason for replacement of touch pad, service centre intimated that it is mandatory to replace the touch pad along with bottom case, but i was not convinced.

4.in addition, since the replacement of bottom case and touch pad, its wi-fi and scroll were not working.

5. For the same problem the laptop was taken again to the centre on 18 jan 2017, but after struggling with the lap top for 3 hours center could not resolve any of the problem but intimated that –

(I) for scroll resolution os windows 8.1 has to be loaded, because laptop bears os windows 10 and touch pad driver is not available separately with windows 10, therefore scroll will not function with os windows 10.
(Ii) wi-fi wire broken inside so nothing can be done, else panel has to be replaced
6. Whereas the fact is that before taking the laptop to the service centre and replacement of touch pad scroll was working on os windows 10 and wi-fi was also working fine.in addition original windows 8.1 was upgraded to windows 10 by dell company on line, many months before.

7. Now again on 21 jan 2017 i reached the service centre for the same complaints. I asked the service centre representative mr neeraj (Excotron solutions pvt ltd) to give me in writing the reasons of touch pad not working, in response he flatly refused to give it in writing, citing it to be company’s policy not to give anything in writing. Though he offered to have a look on the scroll issue again but with a condition that data might be lost, since data was o[censored]tmost importance to me i did not allow him to do so. I asked him the likely reasons of data loss, he replied that he will load os windows 8.1 and see if the scroll is working or not. This inter alia implies he himself was not sure that this scroll problem is because of some hardware fiddling they have done while replacing the touch pad or it was due to os-windows 10, as claimed by the on 18 jan 2017.

8. Same day ie on 21 jan 2017, i asked about non working of wi-fi he replied that its panel has to be replaced. I asked him to go ahead with panel replacement. To this he offered me two possible solutions of panel replacement ie either (I) through dell arrangement or (Ii) through their service centre. Since this offer of mr neeraj looked to be little opaque so i asked him to elaborate the two offers, to which he said that the only difference is of diagnostic charge of rs 999/, through dell arrangement it will be levied and through the service centre it will not be levied. I was amazed at this kind of dubious working of the service centre so i asked him to scribble the two offers on a piece of paper which he gladly did. I was suspicious of the centre’s working so i asked him to go ahead with dell arrangement for replacement of panel, as i am prepared to pay rs 999/ as diagnostic fee. I have safely kept the document scribbled by sri neeraj.

9. Thereafter he said the he will take the laptop inside the service centre to know the part number of panel, and said it may take a day or two. Again i was little surprised at his version that to know the panel number he needs to open the laptop, i told him that as per standard practice the model number and tag number shall be sufficient to know the panel number, to which he replied that for same model and tag number there are four possible panel numbers. His reply did not convince me.

10. Any way i asked him to go ahead and open the laptop to know the panel number, but expedite. I told him that i will wait at the centre, till the time he deciphers the panel number. As this juncture he intimated that there is no point for me to wait at the centre because after opening the laptop and knowing the panel number it may take 3-4 weeks for panel to come and till that time laptop has to be kept at the centre. I requested them to know the panel number, take the money from me for the panel and diagnosis, but give me back the laptop so that lap top is used as it cannot keep it for 3-4 weeks at centre because lap top is used daily. And once the panel is received by the centre i shall come with the laptop for replacement of panel, but centre refused to accept my version and insisted that i shall leave the laptop at the centre till panel is replaced with the new one and wi-fi issue is corrected.

11. At this juncture i understood his (Mr neeraj of excotron solutions pvt ltd) game plan, which was to discourage me from getting the laptop repaired through dell arrangements, else bear the pain of no laptop for next 3-4 weeks. I was totally dejected at the centre’s attitude and returned to a local repairer to diagnose the wi-fi defect, he opened the laptop in 10 minutes and told me that wi-fi wire has been cut and it has to be replaced. The local repairer further intimated that now a days panel come without wi-fi wire and crenre’s claim that its panel has to be replaced is false, only replacement of wi-fi wire shall be sufficient.

12. From the above narration i want to seek following clarifications from m/s dell india

(A) is excotron solutions pvt ltd is the only one authorized service centre of dell india in delhi?
(B) does dell india not have their own service centres in india and all extant service centres in india are out sourced?
(C) shall a complaint of broken base of laptop invite replacement of touch pad also?
(D) is the complaint of scroll not working related to os-windows 10 as claimed by centre, despite the fact that original windows 8.1 was upgraded to windows 10 by itself and the scroll on touch pad was working fine prior to replacement of touch pad by centre.
(E) when i desired the centre to give me the reasons of scroll not working, in writing, centre refused to do so, citing it their policy not to give an thing in writing. If it is true can i know the reasons.
(F) is centre’s version true? (A) that at centre there exist two kind of arrangements of repair ie (I) through dell or (Ii) through excotron solutions pvt ltd (B) in the excotron solutions pvt ltd arrangement no diagnostic charges are to be paid, but in repair through dell arrangement diagnostic charges are to be paid? I have the document scribbled by centre representative and explaining me the two arrangements.
(G) is the statement of centre is correct, that to know the panel number lap top has to be opened? And panel number cannot be known by model number/tag number? Moreover when in the local market it takes only 10 minutes for the repairer to know the defect, why shall the excotron solutions pvt ltd take 1-2 days to know the panel number? Despite the fact the representative of excotron solutions pvt ltd kept fiddling with the laptop in front of me for more that 90 minutes on 21 jan 2017. They cannot say that as per policy the diagnose is done in the queue ie first in first out/last in last out, as they wasted nearly 90 minutes in front of me.
(H) shall the item made defective by excotron solutions pvt ltd not be replaced by them themselves? Wi-fi was working fine before taking the laptop at the centre.
(I) does the dell has policy of retaining the laptop for as long as for 3-4 weeks, to enable centres to get the faulty part and repair the fault? If yes, is it not a harassment of the dell laptop holder? Because 3-4 weeks is too long a period for someone to spare his laptop for repair, as you would agree that laptops are generally held singly.
(J) now, lastly how to get the laptop’s defect rectified now?

Thanks
Yours sincerely
Sunil agrawal
(Owner of the laptop)
+[protected]
+[protected]
+91-[protected]
+91-[protected]