Complaint Details

Status	:	Closed
Complaint No	:	0059693/2015
Category	:	Consumer Goods
Date	:	29-12-2015
Subject Line	:	: Warranty purchased for Rs.2000 but not updated even after constant reminders on phone and email for more than 2 months
Complainant	:	Megha Agarawal
Address	:	MSH - 1606, IIM Ahmedabad - New Campus
Complainee	:	Dell India
Address	:	Dell India, C/O GNG Electronics Pvt Ltd C/O YCH Logistics India Private Limited, Plot # 59, Maheswari Nagar,1st Main, Mahadevpura, Whitefield road, Bengaluru, Karnataka India – 560048

Complaint Details
Please enter further details with respect to the complaint. (Maximum 2000 characters) :
I ordered Dell inspiron on 27th October 2015 from dell's official online seller compuindia (Attached bill)
1. The package was delivered to me on 3rd November and I found that the laptop's outer body was broken. I informed Dell about the same on 4th November and according to their return policy mentioned on website, if product is faulty, and customer informs about the same within 2 days of delivery, dell will replace the product.
I made several calls and wrote emails (I can present them if required) to dell but no one paid any heed, only saying we are looking into it. After 15 days I came to know dell has not even registered my complaint and nor did compuindia take any responsibility for the same.
Compuindia refused to replace the laptop saying "they dont have another laptop in stock" I asked if they could replace with another model and I would pay the additional difference in Price, they refused for that as well. I settled with part replacement of the broken laptop. This happened only on 23rd november. But again the laptop had a hard-disc failure which was replaced by dell on 5th december 2015.
I was effectively able to use the laptop only after 5th December 2015 while my warranty date started from 27th October 2015. Since the trouble happened because of defective product delivery and not abiding to their own replacement policiy, this has caused much mental trauma to me and has affected my work. The least I demand is resetting their warranty start date to 5th December 2015.

2. I have purchased warranty for "Complete cover protection" for 2 years on 27th October along with the laptop (Bill attached). However this has not been updated even after constant reminders through phone and email (emails can be presented if required). I demand explanation for the delay and compensation for harassment I have gone through as Dell staff has juggled my phone and emails among their different departments - giving no rescue to my problem.
Following are the people from Dell who were handling my case and making fool of me:
1)Raghavendra Medikeri - Manager - raghavendra_medikeri@dell.com
2)Pratheepan Pambandam - pratheepan_sambandam@dell.com

Consequences:
Describe the economic or physical damage that resulted.(Maximum 2000 characters): Economic damage: Complete cover protection Warranty worth Rs.4999 - already paid at time of purchase - not updated
Physical damage: Received broken laptop, faulty hard-disc - lot of time and money wasted in following up with dell customer care - no rescue - lost important official data because of their faulty product.

I demand immediate correction to my "Complete cover" warranty dates and update of my warranty to next one year.
I demand additional compensation of Rs.5000 for causing mental harassment, not registering my complaint after repeated calls to customer care for 1 month and case still being pending with no one taking responsibility either from Dell or its online partner compuindia.

Replies