Extremely poor Customer Service

Question

I have bought a new Dell laptop Inspiron 5406 i7 on 5th of January 2021. It has a hardware issue from the date of purchase. I had spent Rs97250/- on this laptop. I purchased this Laptop from Dell Exclusive Store, Rskrish Technology & Service Pvt. Ltd., Vikas Marg East Delhi.  The microphone of the laptop automatically catches the sound from the background and it creates a lot of disturbance in the online meetings. Some keys on the keyboard do not function properly. And its touchpad also stops working after 20-30 minutes. This issue has been confirmed by Authorised Dell Service Center and the authorised technician who visited my house from the toll-free complaint number. As per the policy, I was told that  I have to wait for 30-40 days to get my laptop replaced. I had no other choice but to accept such a bad policy. I am following Dell from the past 30 days and I was told that I'll get it replaced by 15th of February 2021. Now I got a mail that I have to wait for 21 more days to get my laptop replaced. Even after mailing constantly to the escalation team, I have not received any reply from them. This is such unprofessional behaviour and poor customer relationship service. I never expected Dell (such a huge brand) would every do like this. This is my worst experience with any company.

DELL-Cares · Answer

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