Complaint Details

Status	:	Closed
Complaint No	:	0126416/2020
Category	:	Computers & Accessories
Date	:	17-10-2020
Subject Line	:	Dell not honoring their 1 year warranty
Complainant	:	Princy George
Address	:	A-21, Satya River, Behind DHL Office Bhau Patil Road, Bopodi
Complainee	:	Dell International Services India Pvt. Ltd.
Address	:	M-4, SIPCOT Industrial Park, Sunguparchatram Post, Sriperumbudur Tal, Kancheepuram Dt., Tamil Nadu

Complaint Details
Dear Sir/Ma’am,

I purchased a Dell laptop in July and right from then I have been intermittently facing a system-freeze issue. The Dell support doing some basic hardware check was convinced that my system had a software issue, so I re-installed the operating system (OS) and refrained from installing any third-party applications. Despite that the issue has reappeared. Now when I call Dell Support, they're just kicking me like a football between the Hardware team (in-warranty) and Software Team (out-of-warranty). No one is providing me a solution but just subjecting me to keep listening to the music and waiting for long periods on the Dell Support phone line.

Dell has wasted my time - I have spent close to 7 hours in a space of 7 days contacting Dell Support for a resolution. I also purchased an internet data pack and downloaded and re-installed the operating system WITH NO SUPPORT from Dell because they refrained from giving me support on a "software" issue then.

And another thing I am noticing is that when the Dell Support executives have no solution for you and no longer want to talk to you, they conveniently drop the call and disappear from the line.

I have Dell warranty for 1 year, which they say is ONLY a hardware warranty but my question is - can they guarantee that my computer's issue is NOT a hardware issue? Why are they not supporting me when I have a freshly installed operating system (with no third-party software) showing that this problem is definitely either an undetected hardware issue or a driver issue with the OS - both of which is their problem and I demand to be serviced readily by Dell. I have not installed anything other than what they have given me. I believe it is my right that Dell resolve my problem and I be given a fresh new computer or else a concrete resolution to the current computer's "hardware-software" problem.

There is a problem with the Dell provided computer, Dell provided software. It’s the whole package that they delivered to me so they cannot excuse themselves away from it now. What they are doing is like what a bad car manufacturer would say – the wheels are made by someone else, the paint by someone else so its not our responsibility now. Does Dell expect me to write to Microsoft now for their operating system installed on my laptop? And installed by whom? DELL. Dell installed my OS and gave me the laptop as a package so they better take responsibility for it. Moreover, that same operating system is working well on countless other laptops and desktops. Why then is it not working on Dell? Ask Dell. Only they know. That’s what I’m doing.

Dell not supporting me is in breach of the 1-year warranty they have given me. They cannot excuse away my complaint because I have my system as fresh as new. It’s been 2.5 months only since I bought it and there are no third-party apps. They have something to answer to in the name of customer service. It seems to me that Dell uses this game-plan to cheat many unsuspecting customers - all untraceable errors are classified by them as "software issues" which of course is out of warranty by them.

I request that suitable action may pls be taken to redress my complaint. Hoping to get a resolution with your great intervention.

Thanks,
Princy George

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