I own an inspiron 5570 which is a refurbished laptop I received as a replacement for my first laptop inspiron 5555. The inspiron 5555 showed issues within 2 months after purchase. The hard disk had some problem which was diagnosed with support assist application. But when I requested service on the issue the representative asked me to run diagnostics from the bios. Unfortunately it showed everything is perfect. So they denied any further assist. But I was unable to read or write anything on the hdd(actually it was too slow. 5+ hrs to copy a film which has about 900mb). So I visited carry in center near me. From there, they replaced the hdd and fan(I lost all my data, photos,study materials etc.). After two months it again got issues and repaired again. Almost every parts including the mother board and body covers were replaced(HDD and display was replaced 3 or 4 times). Last time I faced multiple issues I was asked to visit the carry in center which I refused, because the last time they repaired the lap, I lost some screws and got scratches on the body and display(even on the edges of touchpad). But the representative Mr Satnam Singh said he will take care of it this time. But after one month I received the lap with further more problems, it was heating more than 100 degree while idle. I mailed Mr Satnam Singh about the issue but received no response. After about 10 or more services done on the lap, they agreed to provide me a refurbished laptop as replacement(which I own now). I was told it has some tiny scratches on the body. To be honest it was really tiny. But there was a tiny part broken from it too. A small part at the air vent ( which I wasn't able to notice first, my fault should have checked it properly) and some missing screws. But the main problem occured later, the new laptop started to show what the old one was showing. I got multiple issues just after two months usage. The fan stopped working, display started flickering while watching videos (it flickered even while idle, but my bad it occured very rarely when it was idle) and some keys stopped responding (it responded when I click it really hard or when pressing continuously). Since the latter two was intermittent I recorded both and mailed it to dell service escalation team (because Satnam Singh was the one responded to my mail at first). They scheduled service, and the engineer visited me. He fixed the fan issue. But my bad the flickering and keyboard issue doesn't showed. I showed him the recorded video but he wasn't convinced. He called the escalation team. After some arguing they said they will replace the display. But I refused to do so(I was really angry and frustrated) and dropped the call. But after the engineer left. I used the laptop properly. I was almost convinced that the flickering was due to over heat. But the same occured again. My bad I got really frustrated, I closed the lid really hard. That's it the flickering was solved it got broken. But I really thought I might get an exception after all what they did, but nope they want me to pay to replace the display. But I don't want to waste(warranty extension is another story) anymore money this trash. If they would have done what they are supposed to do in the first place, I will be posting 'Best' instead of 'Worst' and a different story. Thank you Dell and all the team members for this awesome laptop and services.
When I requested for warranty extension through their website I didn't received any replies. after one month I mailed to one of their executive later two executives from Dell told two different prices for the same plan (even the executives don't know what they are doing). First Ms Rani Mandal showed two plans 1yr for 5499rs and 2yr for 6499rs (both were premium supports), after I agreed for the 2 year plan another woman Jyoti Anand mailed me another plan which has 9500rs 2y premium support and 8500rs for 1yr. When I enquired about the above offer she said she don't have that offer. When I asked what is the difference between her and the other executive I didn't received any response. I had no other option since only 1 day was left on my warranty(I can't even imagine what it would have happened if I didn't extended the warranty).
After posting my worst experience from dell's laptop and their customer services, I received a personal message that their resolution expert will contact me on Monday before 6pm. And now it Tuesday 6pm till now I didn't received any mails or calls regarding my complaints. Dell doesn't want our satisfaction they want only our money. I paid 37990+9500= 47490rs for both the laptop and warranty extension, and for this money all I got is a **bleep** that only works for two months.
As mentioned in our private message conversation, we see that this case is handled by the escalations team which is the highest point of contact. Request you to continue working with them to get this resolved at the earliest & to avoid confusions.
Dell is responsible to repair or replace parts as per your warranty & which was being done. But the LCD damage is not covered under warranty as this is induced damage.