Dell — Laptop (under warranty) Dead & Dell couldn't fixed and denying laptop replacement

Address:

Bangalore, Karnataka

This is to bring to your notice about the issue that I have been facing with Dell Laptop and Dell’s pathetic customer services and their co-operation in terms of getting the issues fixed for past 1 month even when the system is covered under NBD & Full Accidental Cover. The case is registered under SR[protected]. This case started on 01 Aug 2015 when my Inspiron 5523 15Z Laptop bearing tag F7DMXX1 went down with NO POST issue. I registered a complaint and I was asked to open up the laptop for the CSR to troubleshoot. I troubleshoot the issue for almost 35 mins as per the directions given to me over the phone by the Dell Technician. After the troubleshooting the case was registered and a dispatch was created. The first service was provided on 5th Aug 2015 and the motherboard was replaced by the engineer. After the service the system worked for 3-4 hours and then went down again. I re-registered the complaint on 6th Aug. Again the same process was followed like hardware troubleshooting for hours and the case was registered and the parts were dispatched. I got the second service on 8th August 2015 but it went in vain as the laptop didn't come up. I called up twice again to register the complaint and again all the processes were followed and after 45 mins of call again the dispatch was created. The third service was provided on 14th Aug 2015 by the most senior Dell engineer but he also couldn’t fix the issue and hence reported the same to dell while at site. I also spoke to the dell technician and I was assured of another service with one more motherboard replacement. I agreed to the fourth service but since I had some travel plans I updated my new address to dell representative and the engineer for the next service. I was assured the service by 18th Aug but I didn’t get any update on the service. Next I got a call on 19th Aug 2015 from Dell office stating that since the issue has not been fixed in 3 services (within a period of 15 days), Dell is offering the system replacement. I was told that I will be offered either the same configuration or a configuration higher than the current one and the entire process will take around 3 to 4 weeks. I agreed to the system replacement and the dell representative told me that I will get the update within one week about the configuration and the progress on the system replacement. All this time my system is not in a working condition even though I have NBD warranty with full cover from Dell. On 20th Aug I received a mail from Dell stating there is no update from the System Replacement Team but on 22nd Aug 2015 I received another mail update from Dell that the system replacement team has approved the replacement and I will be receiving the call within 24-48 hours to discuss the configuration of the system. I haven’t received any call or update from Dell for next 8 days and hence I asked for the update over the mail. No reply for next two days. On 1st September 2015 I received a call from Dell again stating that Dell cannot replace the system due to certain reasons. I asked the Dell representative to provide me the exact reasons but he couldn’t provide a single reason as to why the system replacement is denied. After 15 mins of discussion Dell representative said that he can only provide another service and cannot guarantee that the issue will be fixed. I agreed to the fourth service with a caveat that if the system is not fixed even after fourth service then I will be provided with the system replacement but the representative didn’t agree to it and said that one of his supervisor will call and discuss the same. I received the call in the evening and the supervisor by the name Varun tried to convince me that I should go for next service without the replacement. I again put the same caveat to him as presented to his subordinate but he didn’t agree and he said to escalate the case to the next level in Dell. Not sure if the case was really escalated as I have neither received the call nor any update for last 2 days. These are the few points that I would like to highlight again: 1. No working system for 1 month even though the original system was in Complete Cover Warranty with NBD cover. 2. No co-operation and commitment from Dell's side as I was once promised the system replacement and then denied after 10 days. 3. No SLA met as per the Warranty Terms & Conditions. 4. This seems to me more of a mental harassment rather than providing a resolution to the issue as per the Dell’s warranty policies. I had been suffering since 1 Aug 2015 and handling multiple calls from Dell, then services, then replacement with a dead items. I have extended all my co-operation to Dell at each and every step since past one month but still Dell doesn’t seem to care about customer position and frustration. I am left with a non-working system for past one month even though I have paid hefty amounts to dell to cover the system under NBD warranty with complete cover. If you require any further information please reach me on this email or call me on +91-[protected]