Dell India — technical issue unresolved after multiple iterations, still not allowing replacement of the system

Address:

Pune, Maharashtra

I bought this laptop with express service code [protected] from online shopping portal on 28th Feb, 2019. from 2nd March 2019 I am raising complaint that the touchpad is not working properly, they suggested some diagnostics checks online over phone, but the issue was still unresolved after 7 straight requests over phone, that ate up good 1-1.5 hours per call. When I showed my displeasure over the service, they sent a technician to chage the part...but the issue remained. they sent another technician who changed almost everything the laptop has, but the issue still unresolved.
Now they are asking me to visit their service center which is open only between 10 to 6 on weekdays.

If I add all the time I spent on diagnosis and assisting technicians, its over 2 days of my working time and they are now asking me to visit a service center which will eat up some more time also as intimated to me they may keep the laptop for further chack ups

In all, I was handed a faulty laptop at a price of new one and now they are making me run for the repairing of the same.

Further while talking to customer care they are clarly least bothered and disconnected me in between the discussion many times(not the technical team)

There has been a lot of hassle and waste of time in this process, and issue is still unresolved

I wish to get a refund or a brand new replacement for the faulty laptop.

Kamlesh
[protected]