Complaint Details

Status	:	Closed
Complaint No	:	0004583/2013
Category	:	Computers & Accessories
Date	:	06-05-2013
Subject Line	:	System Replacement Issue for 5 months and yet not resolved
Complainant	:	Vipul Saxena
Address	:	BTM II Stage
Complainee	:	Dell
Address	:	Dell

Complaint Details
This is to bring to your notice that I have been suffering with Dell's Laptop issue and then their co-operation in terms of getting the issues fixed.
My case started on 15 Dec 2012 when Studio Laptop bearing tag B57W2BS went down with no Display issue. I registered a complaint and I was asked to open up the laptop for the CSR to troubleshoot. Till now it was always just the software diagnostics that I used to run. I didn't have the screwdriver to open it immediately and I arranged it to open it on CSR request and trouble shoot it for about an hour. After the troubleshooting the case was registered and the parts were dispatched.

After the service the Studio Laptop didn't come up and I re-registered the complaint. Again the same process was followed like hardware troubleshooting for hours and the case was registered and the parts were dispatched. I again got the service but it went in vain too as the laptop didn't come up again. Then I got the third service in just 15 days for the same issue and the most senior PSA was sent to my premises to get the issue resolved. He changed the parts but within minutes the display was off again. So starting from 15 Dec 2012 till 3 Jan 2013, my laptop is down and I cannot use the system.

The next day I was told that I will be getting a refurbished replacement unit within next 21 days. I agreed to it and then I was waiting for the specifications of the replacement unit which never came to me till 30 Jan 2013. Studio Laptop's warranty was expiring on 30 Jan 2013 and I got a call from the person called Rajneesh Malhotra who was handling my case that we wont be replacing the laptop, at max we can try to resolve the issue again. I didn't agree to it as it is in Dell's Terms and Conditions of the warranty that if there are three complaints registered within a month for the same issue, Dell will replace the system.

Then after 7 days I got a call from a person called Bharath Nagpal and he asked me the entire history that had happen since 15th Dec 2012. I told him and he gave me a call back confirming the replacement with the refurbished system XPS L502X. The specification were sent to me and there were multiple items that were getting degraded as compared to Studio Laptop. I asked for the upgradation and I was DENIED on those. Anyways I agreed to the same specifications and the laptop was delivered to me on 15 March 2012 which is almost 1 month 1 week and as per Dell's SLA for replacement it needs to be done within 21 days. And also Bharath Nagpal went on two weeks leave and handed the case to Jinsy Babu. Till now I don't have a laptop to work on although my original Laptop was under the FULL Cover NBD warranty. When I received the laptop there were scratches on the front bazel and the heat sink grill was broken and dents on the palmrest and the webcam was not working. I immediately reported the same to Jinsy and send the pictures. She arranged for the service but even after the service the Web Cam stopped working after few hours and the complete parts were not dispatched. So Jinsy arranged for second service for the replacement unit within 5 days. Two services for the replacement unit within 5 days for the same issue. Till now atleast the laptop was turning on. The engineer visited my premises and he service the system again and after the service and infront of the engineer the XPS laptop bearing tag DQ5TWQ1 went down with no power. The engineer tried to troubleshoot the issue but it didn't come up and he left the site.

I reported the same to Jinsy and she said that she will take some time to decide what to do in this case. She then called me and advised me that Dell is going to replace the system with a new model. Now as per Dell's Terms and Conditions for warranty the system has to be an upgraded model but I was offered Inspiron 15Z model with some specifications. The specification had only few upgrades but a lot of degrades as compared to my original Studio Laptop. I asked for the upgradation of only three parts i.e. the processor, RAM and display but I was clearly denied for the upgradation. I also asked for just upgrading my RAM from 4GB to 8GB which is supported by the system but I was DENIED. I think the cost of 4GB RAM in India is no more than Rs.2000. I still agreed to this and asked them to proceed and replace the system ASAP.

On 19th April 2013 I received a new Inspiron 15Z with the specification provided to me by Jinsy. On 25th of April I was told that Dell will only provide warranty for next 6 months and no more. I then requested them to compensate the last 4-5 months inconvinience from Dec 15 2012 to 19th Apr 2013 by atleast giving me the full one year warranty and I was DENIED again for the same.
The system that I received is available in Rs.47000 + taxes on Dell's website but the cost of the original system was Rs.67000 approximately.

Now if I go back and see from Customer point of view then I had been suffering a lot since 15 Dec 2012 with regards to multiple calls from Dell, then services, then replacement with a dead unit then replacement with a new unit but with degraded parts. I had been co-operating with Dell at each and every step since last year whether it is hardware troubleshooting or whether it is replacement unit specifications. Just because my system was down for 5 months I had suffered on lot of items, I lost a lot of data which was present on service tag B57W2BS and DQ5TWQ1 and lots of items were pending because I didn't have a working system in my hands even though I had paid heftly to Dell for warranty extensions and still Dell was not able to rectify the issues within the SLAs of the warranty.

I would request you guys to please have a look into this issue and provide me a suitable update based on the inconvenience I had faced and the co-operation I had given to Dell employees during the last 5 months.
I just request a system with all the features of my original system with all the full one year Complete Cover NBD warranty on my Inspiron System bearing tag: F7DMXX1 which I think is quite reasonable for the loss that I had suffered. In this process if the original parts are not available then obviously it has to be upgradedas per standard Terms & Conditions for any warranty in India.

I had the complete mail chain with all the three representatives namely - Rajneesh Malhotra, Bharath Nagpal and Jinsy Babu for the records. If you want I can send you the complete conversation.

These are the few points that I would like to highlight again:
1. No working system for 4.5 months even though the original system was in Complete Cover Warranty.
2. No co-operation and commitment from Dell's side as I was once promised the system replacement and then Denied the same on the last warranty day.
3. No upgradation given as per terms and conditions. The upgradation that was given was due to unavailability of the parts that I had in my original system.
4. No SLA met for original system and then the replacement unit.
5. No compensation for the losses I suffered and the inconvenience caused. Though I am not expecting any compensation in monetary terms except the laptop hardware and the warranty timelines.
6. The way of DENIAL was really not polite from any of the three executives I interacted with. It seemed to me as if I am asking an illegitimate favor from Dell.

I understands Dell Brand Name and its policies. I abide by all the policies and provided full co-operation and still there is no one whom I can raise this case to.

At every step, I got a DENIAL whether it is related to initial replacement or it is about the hardware specification of the replacement unit or it is a matter of just upgrading a Rs.2000 RAM in the replacement unit. Hence I thought of sending the entire case history to the senior management of Dell before moving into any legal proceedings.

The top management also didn't acknowledge or took any ation on my email.

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