Dell India — Refund Not Initiated Even After A Month For The Return Of Brand New Faulty Laptop

Date Of Incident : 19th June 2021

Client Number : [protected] / [protected]

Full Description Of Incident :
1. Bought a new Dell Laptop from Official Dell Website.
2. Received new laptop had a faulty Wi-Fi network card.
3. Three Different Technical Representative tried resolving the issue over phone and failed, and finally acknowledged it is a faulty product.
4. I asked for a laptop replacement or Refund of the money.
5. Dell representatives were not ready to refund and kept on forcing me for a part replacement in a brand new laptop.
6. Why would I allow anyone to dismantle a brand new laptop and have some part replaced. The quality control should have been done before shipping the laptop.
7. Finally, Dell agreed and asked me to courier the laptop. Couriered the laptop through Dell official logistics Bluedart company. The delivery guy picked the laptop from our home.
8. Received a call from Dell Bluedart accusing us that we haven't send the laptop in the packed box.
9. On which I gave them screenshots from the video I created of packing the laptop in the box.
10. On checking the screenshot evidence provided by me and further confronting them, they took a U Turn from accusation mode to Apology mode, saying our courier guy mistakely interchanged the tags on the box which caused my laptop package to delivered at a wrong address and the same has been taken care now.
11. This entire incident says a lot about service integrity and the motive of a company such as Dell. Didn't even think twice before accusing me.

12. Initial Incident Case Created on 24th June 2021.
13. Most importantly till date, the refund isn't initiated.
12. No dell representative cares to promptly update us through email or call.
13. No dell representative replies to email unless we ask for status.
14. Even after writing to the service escalations department, no one bothered to resolve our issue.
15. It has been a torrid 1 month, frustrating and mental harassment to its topmost level.
16. Our hard earned money is in Dell's bank account earning Interest portion out of it and we are left with NO LAPTOP NO REFUND.
17. We had purchased the laptop for our son's study, and now without a laptop he has no option but to study via his phone.

Desirable Resolution of Complaint : God only knows how long do we have to wait for the refund, so we can buy a new laptop for our child.

I have kept a record of all the Dell Representative names, emails, phone numbers, delivery guy name & no etc. Have also attached the email chain for your ready reference.

Need justice.

Regards,
Snehal Arekar
[protected]