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Defective Laptop received and nobody is ready to take action
I purchased Dell two in one Ins.3148 ci3/4G having service from DIGITRONICS INFOSOLUTIONS PVT LTD - 207, M.G House, Wazirpur Community Centre, Delhi-110052 on 29/06/2015 vide Invoice No. PR-406 with an one year extended warranty and for that I PAID Rs.37500/- + Rs.1699/- = Rs.39199/-
At the time of purchase the dealer supplied me the box in which Mfg date and other details stickers / tags were removed. I asked them for the same but they gave me excuses that it comes like this but you should not worry about it as the product is okay with onsite service warranty. I hardly used it for 3-4 hrs since the day I have purchased it, it has become a headache for me. Every time it is giving me a trouble. I think it was a very bad decision to take Dell's laptop. This brand new machine having many problems as mentioned:
1. It has fan noise problem. It is really heavy noise which is really irritable. It like "kat-kat-kat-kat-kat -kat-kat........." Some time it comes and some time it disappeared and laptop is overheating infect you cannot touch its bottom surface.
2. Its Touchpad scroll is not working from the first day. It’s totally dead even after to set it on default setting mode.
3. I received the laptop with pre-installed window 8.1 which is not updating. I tried it 3 times but its always shows the error that the window cannot be updated.
4. Its power button is not working properly. Some time it gets dead and do not respond and system cannot be started even the battery is full. At that time I have to connect it with charger to start the system.
5. Finally it has crashed on 29/07/2015.
Regarding the same I called up dealer but he said that I will have to call dell customer care. Okay ! I called customer care on 27/07/15 and spoke with MS KOMAL ( Client Tech Support Associate Dell | Consumer, Small and Medium Business) and spent an hour to resolve the problems. She ran hardware test and software test. She told me that the installed software is very old (more than a year ) so it has to be updated. She sent me a link through mail and get installed the latest version. Finally she gave the conclusion that the machine is okay and having no issue. She told me to use laptop for a day and they will call me back to get the result. But during testing period it again started giving problems. I called again to services centre and explained problem to them. They said that I will have to bring my laptop at service center.I asked for the onsite service but they denied and told me to come the service center only. Strange because dell claims onsite service. Finally after Two days I got a call from dell. The guy asked me about performance of laptop. I explained him all the things again. He said that my case is shifting to Sr. Service team and they will contact you. Next day on 27/07/15 again I got a call from dell and Mr.Shakti (Client Resolution Expert center India technical support Dell | Consumer, Small and Medium Business) spoke me. Again I explained all the problems to him. He fixed a time with me at 5.00 pm to reset the machine. Okay. I cancelled my all office appointments and got free at 5.00 pm but didn't get any call. I sent a mail to him at 5.15 pm as reminder that I am waiting for their call. But No reply I got from dell! I again sent a reminder mail to him at 6.01 p.m but didn't get any response. I was totally stuck. What the *** is going on with me. Finally I got reply from him at that 6.48 p.m that he was busy with someone and will call me soon. Few minutes later he called and again give a date 29/07/15 and fixed a call time. What a irritable and irresponsible behavior of dell-team. I got a call again on 29/07/2015 at 11.30 am from Mr.Shakti and I explained him all again and informed that the laptop is totally dead. He said that we will send our engineer at your given site address. I confirmed him my office address . After that I received a mobile msg for the confirmation of Visit with Req.No. . that our Engineer Mr.Sudharshan will visit at that address by 11.00 am on 30/07/2015.On 30/07/2015 I received a call from the number 011-46331000 for address confirmation which I confirmed. Again I got Call from 9711806801 for the confirmation of address and appointment. Again I confirmed every thing and cancelled my day appointments and started waiting of Engineer but no one has come. At 12.43 p.m I received a call from 011-46331000 and the guy has told me that kindly the given address is not right and our engineer has been reached at Chhatarpur Area ( South Delhi ) so kindly confirm your pin code. I replied him its 110032 then the guy told me that this pin code is wrong and East Delhi area doesn’t have 110032 PIN Code. WHAT A IRRESPONSIBLE and UNPROFESSIONAL ANSWER OF THAT GUY! He said the appointment has cancelled because you gave us a wrong address and PIN Code. Its all totally disgusting behavior of DELL Team. ARE these people making fool to their customers? Today on 30/07/2015 I wasted my official 3.00 hours for them but didn’t get any result. I am totally stuck and feeling cheated from the dell and their distributor. Please advise me what I should do. . I cannot waste more my hard earned money and valuable expensive time on all these activities and phone calls etc.I purchased a new laptop to make my work and life easier not to get problems and headache. Kindly reply me and refund my amount as soon as possible because I am totally stuck and disappointed. Your early action in this regards will be highly appreciated.
robert p
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July 31st, 2015 07:00
Hi amit condil,
Thanks for your post in the USA Customer Care Forum.
Unfortunately, we do not have access to records in India. To initiate a return or to resolve your issue, you will need to contact Customer Care in India. Thanks.
Regards,
Robert