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December 8th, 2024 14:59
Escalation regarding faulty product from 3rd party seller
I am writing to escalate an issue regarding a recent purchase of a Dell Inspiron laptop (Model: 7420, Core i7 12th Gen, 16GB RAM, 512GB SSD, 14" 2-in-1 Silver, S/N: DRTSDS3) from Oxygen The Digital Expert, located in Edappally.
Upon receiving and activating the system, we discovered that it was a display unit from the store. Furthermore, the hinges of the laptop were loose, indicating prior usage or mishandling. This was highly disappointing as we expected a brand-new product in pristine condition.
Additionally, upon attempting to register the product warranty, we were shocked to find that it had already expired in July 2024. This revelation confirmed that the unit sold to us was not new and had been previously activated.
When we approached the store to demand a replacement, we were informed that no other store in India had this model available, leaving us with no viable resolution.
We feel deceived by both Dell Technologies and the retailer, Oxygen. Selling a display model as new, coupled with an expired warranty, constitutes a breach of trust and consumer rights.
Since we have been unable to find a satisfactory resolution through conventional channels, we are prepared to take this matter to seek justice. We will pursue action against both Dell Technologies and Oxygen for this. As a last attempt to resolve this matter amicably, we request:
- Immediate replacement of the faulty unit with a brand-new laptop of the same or equivalent model.
- Activation of a full warranty period starting from the date of replacement.
Please treat this matter as urgent and respond within 48 hours. Failure to address this issue satisfactorily will leave us no choice but to proceed with action.
Awaiting your prompt response.
Best regards,
Manu P
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ejn63
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December 8th, 2024 15:58
Whatever support and resolution needs to come from your seller -- Dell did not sell you the system; they did.
Dell will not replace a system that was sold by a reseller/dealer.
Contact your seller.
Manu Philip
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December 8th, 2024 23:21
@ejn63
Thank you for your input.
Unfortunately, the absence of transparency in Dell's escalation matrix, with no direct contact numbers or email IDs readily available, has left us no option but to escalate this matter. While we acknowledge that the product was purchased through a reseller, it is also Dell's responsibility to ensure its authorized resellers adhere to ethical practices. We have already initiated proceedings due to the significant breach of trust and consumer rights. A formal notice will be served to both Dell Technologies and the reseller within the next day. This matter should serve as a critical reminder of the importance of post-sale support and accountability for both Dell and its authorized network.
(edited)
ann_droid
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December 9th, 2024 13:45
Hi
By all means pursue the retailer, but don't waste your time and effort with Dell.
I think the retailer is lying to you, as they are still seemingly selling a remarkably similar product.
So close this thread and concentrate on dealing directly with the seller.
ECharles
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December 10th, 2024 01:17
Good luck with that.
You are sold a used consumer grade display unit by a seller in India and you expect a user forum to help you get Dell to replace your unit.
Just go and get your money back and buy a different unit from a different seller.
(edited)
Manu Philip
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December 10th, 2024 14:28
@ejn63
@ann_droid
@ECharles
Thank you for your feedback earlier. I am happy to inform you that persistence and consumer rights have led to a successful resolution in this matter. As per the direction of Dell India, the reseller has provided me with a brand-new, higher-spec system: DELL: LAPTOPS: Inspiron 14 7430 - CORE i7-1355U / 16GB / 512GB SSD, at the same price.
This outcome reinforces the importance of holding all parties accountable—whether the reseller or the brand—to maintain trust and ensure ethical practices. While Dell itself did not directly sell the system, their intervention was instrumental in addressing the malpractice of the authorized reseller. In light of the resolution, I have instructed my firm to withdraw all proceedings on Dell India and Oxygen that were initiated as part of this escalation.
Transparency and shared experiences are vital for empowering consumers to demand fairness and quality. I appreciate the input and engagement from the community, and I hope this resolution inspires others to pursue justice in similar situations.
Best regards,
(edited)