Attention: CONSUMER COMPLAINT on Dell India Support Management / Grievance Redressal Cell
Dear Sir/Madam,
I am writing to formally lodge a complaint regarding the gross negligence and poor service quality provided by Dell India concerning my laptop.
1. Service Timeline & Delays
Despite having a "Next Business Day" service agreement, the resolution of my request took nearly 1.5 months.
October 2025: Service request officially launched and paid for in Ahmedabad for an LCD panel replacement.
Delay: Dell India repeatedly delayed the onsite visit, citing a lack of spare parts.
27 Nov 2025 (12:00 PM): Due to my travel schedule to Malaysia, I was forced to leave the laptop at my parents' home in Mumbai. The onsite engineer, Mr. Yuvraj Sharma, finally visited and replaced the LCD.
2. Technical Negligence
During the repair on November 27, the technician replaced the hardware but failed to verify the integrated camera functionality. He took advantage of the fact that my representative at the house was a non-technical person and requested a signature on the service report without performing a full diagnostic.
3. Discovery of Malfunction
The laptop was subsequently sent to my residence in Malaysia by my parents on February 15 2026. Upon using the device for Zoom meetings in February/March 2026, I discovered the camera is non-functional. DELL technical support has confirmed the software is operational, implying a hardware connection issue likely caused during the improper LCD installation in November.
4. Resolution Required
Dell Technical Support is currently demanding additional payment, claiming the 90-day service warranty has lapsed. I find this unacceptable. The fault lies entirely with the technician's failure to conduct a proper post-repair check, Due to Dell delayed giving services atleast 1.5 months after the payment, i have no option to leave my laptop to Mumbai and return to Malaysia because the money about Rs 8k+ fully paid.
I am requesting an immediate resolution to fix the camera at no additional cost.
5. Formal Notice
Please consider this an official notice. If this matter is not resolved promptly, escalate this dispute to the Consumer Education and Research Centre (CERC) and the Consumer Court for:
Administrative fraud and service negligence.
Compensation for the extreme hardship and harassment faced by an NRI customer.
Failure to adhere to "Next Business Day" service commitments.
Service Details:
Service Tag: 2LL31T3
Express Service Code: [protected]
Dispatch Number: [protected]
Technician Name: Yuvraj Sharma
I look forward to your immediate intervention to rectify this mechanical oversight.
Regards,
Shah Rashesh Rameshchandra
(Power of Attorney for Shri Rameshchandra Chunilal Shah)
Contact: +[protected], [protected] (whatsapp)
Email: [protected]@hotmail.com
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