| Address: | Bangalore, Karnataka | | Website: | www.dell.co.in |
As emailed to '[protected]@dell.com'
I have 1 dell inspiron 3542 laptop. Some days back i noticed that it was not charging & the battery indicator shows battery not detected. When i phoned dell support at 7 pm on 9th april 2017 i was asked to contact in their working hours which was told by them to be between 9 am to 6 pm. Next day i. E. On 10/04/2017 i contacted them with my complain no.[protected] & deputed one technical persons also to understand their instructions. According to them there was some problem in charging port. However after doing some juggling with bios etc. As per their instructions, finally the battery was detected & it began to charge. Now since my laptop is under warranty as it is with in 1 year of purchase - i wanted full time solution but was surprised to find 1 invoice from their sales division amounting to rs.5000/=. On protesting i was told that since the battery is not completely down but the port is loose it is not covered under warranty?.
The laptop functioned normally from 10/04/17 mid afternoon till 14/04/17. On 15/04/17 the battery indicator flashed ‘plugged in not charging’. I contacted again dell support over the phone & again run diagnostics as per their instructions –now this time it flashed battery – the battery is reaching the end of its usable life with error code[protected] & validation code 70409. Now the person at the dell’s support end told me that since their tools are not working he can not provide me a complain no. & i should call again tomorrow i. E. On 16/04/17 & inform the support staff about the error code & i would not be subjected to run diagnostics tools again. Promptly i again contacted dell support on 16/04/17 in the afternoon but was surprised to be told that their tools are down & pls. Contact again after 2 hours or tomorrow to get solution. I dialled again on 16/04/17 itself in the evening & the support person after hearing the problem first promised to send the engineer with the new battery & asked me have the purchase invoice ready so that the engineer should check that it is within 1 years warranty which i promptly agreed. Now suddenly the person said to me that he is restarting the tools & if possible he will give me the complain no. Otherwise i would call next day for doing the needful. He asked for my express service code. On feeding the same his entire version changed & he told that there is no battery issue but - “it’s a loose port issue due to uses”. Now see my laptop is in 1 year’s warranty and it is used 2-3 times a week in my home it is beyond my imagination that since it is used & its a loose port issue as per your personnel’s explanation so it is not covered under the warranty. Then whether it denotes that dell laptops should not be used at all - otherwise warranty would be void?. I also emailed the mobile snapshot of battery error code to “ [protected]@dell.com” but never got any reply.
From the above narrative it gives a idea that since my laptop is with in 1 year’s warranty, you do not want to attend it free of cost. No engineer was ever deputed to check the laptop once. The battery problem error code was completely ignored as it did not suited you. Now such a practice does not suits a company like dell’s reputation & i humbly request you to look into the matter & sort out the matter other wise i would be compelled to take up the matter with higher authorities/social media/consumer forum etc. Was this information helpful? | 
