Problem with my new laptop

Question

I Purchased a new Dell Vostro laptop 3590 online through Dell website. My Service Tag is , the model was recommended by the Dell reseller in Chennai, India- it was delivered on 31.07.20. From the day 1 the lap top has serious issues. It took 20-30 minutes for the windows to load, frequent hanging, crash, screen black out. Approached Dell support service team several time. Had to spend more than 7 hours over the phone with Dell service executive on Monday (working day) amidst my busy schedule to get it fixed. I was told that the drivers are old, new ones to be downloaded and fixed for resolving my problems. Did every thing as told by the Dell Rep. but my issue was not resolved. Dell called me and wanted me to come on call again the next day, to do some more online repair works,i refused as it may take another 5 hours of my valuable time. Since then i made several frantic attempt to reach Dell customer care representative over phone, sent e-mails to get my new Lap top replaced, but no one seems to be cared. The advise i get is to reinstall Windows or to run Dell online checks, which i performed several times. I was told by the Dell customer service representative that my Laptop has only 4 GB RAM and hence it will face this problem. Is not ridiculous that i purchase a new laptop and still i am at fault because it hangs and crashes? My 10 years old Desktop with 2 GB RAM is much faster than this laptop. Every time i call Dell, i wait for atleast 10 Min for my call to be attended by a Representative, who further transfers its to three more people, every time i have to tell my sad story and at last no results.Why should i undergo such an agony, when i purchase a new lap top? is it not the responsibility of the vendor to supply me a proper product? My kids are loosing their valuable online classes due to the problem with this laptop. I just want the e-mail ID of a responsible person in Dell who can resolve my issues. I want my laptop replaced OR to get refund. Very embarrassed with the service and attitude of Dell India. Please some one kindly help me to get this problem resolved.   Arun Prakash

DELL-Cares · Answer

Thank you! We have received the required details. We will work towards a resolution via private messages to ensure the security of your information. In the meanwhile, you may receive assistance or suggestions from the community members as well.

DELL-Cares · Answer

Thank you for contacting us, and sorry to know that your experience was not satisfactory as it is supposed to be, we will reviewing the case history and get back to you after reviewing with the next course of action. ^PM

DELL-Cares · Answer

Hi There,

The concerned team had replied to the email yesterday, just wanted to check if you have reverted to them and if you can also record a short video clip of the slow performance issue, will help us understand the issue better. ^PM

DELL-Cares · Answer

Hi There, We are following up to check if you could share the requested details, would help us assist you better. ^PM

Customer Care

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