Dell India — Non Genuine parts found in Laptop purchased from Authorized Store

Address:

Kolkata, West Bengal, 700064

This is with regard to the issue persisting from nearly a two month now on a Dell Laptop Model - Z566110 INS15(5559) that i had purchased for my daughter Nidhi Agarwal.

I had purchased the laptop make - Z566110 INS15(5559) SILVER MATTE, (SERVICE TAG NO.- 88GQDC2) from your Authorized Dell Store ISERVE SOLUTIONS & SERVICES PVT. LTD., KOLKATA, on 13th September 2016.

In the month of November itself my daughter had started facing problem with her laptop screen (sudden blackouts & flickering) for which she had taken the technical assistance (CASE NO:[protected] from Dell via phone and the issue was resolved temporarily.

However, again on 8th May 2017 same problem occurred. The laptop was not working properly and for which Nidhi had asked the Dell Service Provider to give onsite technical assistance since the warranty period was valid but they denied. She was asked to format the system by the Tech Department Executive named Pratik Umrania of Dell to resolve the screen flickering issue and the sudden hang/ blackouts issue (Service Request Number:[protected].

After following all the troubleshooting steps that she was told to, the problem was still not resolved for which again she had to ring the technical support team over phone to solve my problem, but the personnel denied any onsite technician support since he claimed that their was no hardware issue and he further asked my daughter to visit nearest Dell Support Center or the Store from where I had purchased my laptop and reinstall the Operating System. When she went to the store on 24th May 2017 they said they couldn't re install and asked Nidhi to visit the Dell Service Centre Regenersis (India) Pvt Ltd located in Karunamoyee-Saltlake, Kolkata. Accordingly, Nidhi had visited the Service Center on the same day wherein the Technician named Partha Mondal looked at the laptop series and he said that this series is already having this common problem for which three components needs to be replaced and he asked her to submit my laptop for 5 days (Refer: Enclosed Customer Acknowledgement copy).
On 29th May 2017 again, my daughter called the service center to enquire regarding the receipt of my Laptop and to my surprise she was informed that Dell Company (Head Office) has declined the request to replace the defective parts on the grounds that they couldn't match the PPID Number of the LCD screen.The same Technician named Partha Mondal said that he had received a mail from Head Office and they have denied the request for the defective product on the basis that the customer must have taken her laptop to local service center where the original LCD screen is being replaced and thereby was asked to recollect my laptop back from service center.

After certain disagreement and quarrels Dell again considered the issue and agreed to replace the defective LCD and LVDS cable and then again when the the laptop was collected from service center it was found that the LCD contains DEAD PIXELS and some YELLOW PATCHES .Nidhi have to go back again to the service center located in karunamoyee and the engineer said he cannot fit the screen like it was originally factory fitted and the screen fitted is also a refurbished material and not a new product, so she have to have to take back the laptop .On 15th June Nidhi further went to Dell Service Center located in Chittaranjan Avenue to get her problem resolved wherein she was asked to deposit the laptop .The laptop was again fitted with new lcd screen as it appeared that the previous fitted screen was bleeding .But after using for two days my daughter found out the same old monitor flickering issue and the laptop was working very slow and with system hang issue was also faced .She did email the Dell technical department and again he asked her to telecommunications services to resolve the issue ( all the telecommunication service that my daughter have taken till date atleast took 45 mins time up to 2 hours )

Given the fact that my daughter had never went to get her laptop serviced from any local store and the store from which i had purchased the laptop also seemed to be an Authorized Store claimed by dell, why am i being made the prey out of a miss-coordination between the Service Center & Head Office/Store Dealer.

My daughter being a student is appearing for her final semester for which she needed her laptop to complete all her projects but couldn't use it because all the aforesaid issue.

Now, after getting through the above trail one can make out the amount of harassment suffered on my part out of no reason after investing nearly Rs.60, 000 on a product.
I would either take a replacement for the current laptop or would like to get total money refund.

What is the use of buying such a high end branded laptop if my daughter couldn't use it for when it was most needed?Who is going to take the responsibility for the amount of loss she had suffered in her studies?