Replacement under warranty performed on my Dell Inspiron 15R SE

Question

I would like to highlight the following The service engineer  came to my address at 4 pm and was available till 06.50 pm. The time of nearly three hours was taken to replace the outer frame of my laptop screen cover that is the chrome/aluminum colour frame. What I observed during his working on my product is as follows: 1)     He was not careful enough to ensure that all screws are removed before trying to dismantle the product at various stages. Time and again I had to point out that there was a screw that remains to be removed.2)     After removing the keypad, the CD drive etc, he was perplexed without knowing how to remove the remaining parts in order to access the hinges that had to be removed to detach the screen in order to replace the screen cover. Seeing him plucking and pulling at various parts, I finally had to suggest that he call someone and check. Upon his calling some other person, he came to know that he had to remove certain other screws  inside the battery enclosure. The amount of time he spent trying to pluck and detach parts with his bare hands and the manner in which the entire task was executed made me cringe seeing a product worth about seventy to eighty thousand rupees being handled in this fashion.3)     During the process of removing various parts he kept on accumulating the screws together with no idea as to identify which screw would go where. Thereafter while re assembling it was a process of trial and error with screws being repeatedly tried on for assembling the various parts. At one time the way he had taken the wire while reassembling the hinge was in a manner that the wire would be rubbing the frame.4)     The end result of his reassembling was that the on the bottom cover one screw was missing and he ended with two screws left over without being able to identify where he had omitted to fix them. He kept on trying various screws to fit into the missing slot on the bottom cover, even trying couple of screws taken from his bag which he was careful to keep back in the bag after trying out, and I am now convinced that the groove of the slot in the back cover where the screw has to be fit in has been damaged to an extent that it will no longer hold any screw for that matter. I also noticed that the part replaced did not have the green chip/box bearing description audi L Audi R etc and instead was having a plain white chip/box and wonder whether it would have any effect on the sound output of the laptop henceforth.  The least one would expect of a technician/engineer, never mind that he was armed only with a screw driver and bare hands, would be a minimum amount of methodical dismantling with care to ensure that the screws are identifiable with the parts from which they are removed. The manner in which one screw was missing and two screws were left over reminded me of a child tasked to dismantle and reassemble some toy ending up with some missing screws and couple of extra screws after reassembling. There was nothing the least bit professional in the manner in which the entire task was carried out over the three hours taken. I would request Dell to ensure that some experienced person be sent over to replace the missing screw as well as the left over screws failing which I shall hold Dell solely responsible for any future damage or malfunction occurring due to any internal disturbance of parts due to the non placement of the two left over screws wherever the were to be placed and due to the non replacement of the missing screw on the back side of the bottom cover.  The repair form no. 98085 given by him was also endorsed to this effect in the limited space available. The net result of such shoddy work by a 'technical Engineer'/'support personnel' is that the customer is left unhappy wondering whether by calling for customer support, he has ended up in exacerbating the problem which might result in further future complications. Incidentally, it is surprising why the Dell India website does not provide an email id to which complaints/concerns can be mailed, instead of compelling one to voice the same in a public forum? Ajayan

Ajayantv · Accepted Answer

The missing screw as well as the left over screws were fixed in the respective slots by another service engineer and as of now, the system is functioning fine.

Dell - Harish M · Answer

Hi Ajayantv, I am sorry for the inconvenience caused.I will send an engineer and have this taken care for you.

Dell - Harish M · Answer

Hi Ajayantv, I see that the system has been serviced. Kindly let us know if there are any issues with the system.

Customer Care

Was this post helpful?