Nov 12, 2009 12:25 PM
4287 Views
I configured a dell studio 15 online. n paid fr it online thru 3rd party transaction. I was happy tht I hav got a laptop exactly as I wanted, n moreover thte same configuration in any other brand like HP will be quiete expensive. My config was 2.4 GHz, 4 GB ram, 15.6 inches 1p resolution screen, 512MB ATI HD 4570, 9 cell battery, 1066MHz, 800 FSB, 3 MB cache. etc. It was costing me 51k.
My lap arrived on 19th sept, 09. As I opened the parcel, I was surprised to find out many changes in the laptop which were pretty annoying. Like instead of Function keys(F1, F2 etc), thr were many other shortcut keys like ejecting drives etc. To use the F1, F2 keys u had to press another Fn key n then the combination would wrk. Another bad thing I noticed was the lack of a manual eject button on the dvd writer . so that meant that if the laptop's Dvd was hung inside n the OS has hanged(which any Wndows would surely do;)), then u had no option of ejecting the dvd until u restart or the OS comes back to normal.
Anyways, these were a few baddies I saw initially only but more was to cm. As soon as I started the system fr the frst time, I saw the screen wasnt proper. it was flickering n distorted. Being aware of OS probs, I figurd that it shud be an graphics card prob. but jst to make sure I called the customer care, which till that time I thought was the best in the laptop market as most of my frens had an amazingly nice experience with them.
anyways, on callimng them n of course waitin fr the call to be connected to sm guy, one of the technicians took abt 10 mins in understanding wat the prob was, n not to mention the fact that they will not agree to send any engineer to ur place at any cost. all has to be done remotely. he told me to do a few tests to chk sm basic probs. I did all that n it took me around 30 mins to do that. Thanks GOD the number was toll free. anyways after spending 2 hrs on calls as the calls would get cut in between n they will never bother to call u n if u call them then another guy will pick up n u ll hav to tell him ur problem again. so it was too much horrible, I wrk in a company so was really tough to devote time to do all those isiotic tests. neverthless I did all. at EOD I was told that the graphics drivers need to be installed n I shud do it myself. no one will ever cm to me.
I downladed the drivers n installed them. still the prob was thr. thn nxt day I called again. this time it was evn worse. the guy told me to restore to factory settings. I said y the heck u dont send any person to my place n tell the guy to do all wats required. I dont hav time. but as usual, "Sir we r really sorry but its companny policy not to send a person unless all methods hav been tried". SO I resotred. Any gueeses? ya "prob is still thr. " I called the jerks again. now they said that u ll hav toi re install the windows. please follw the instructions. now this was heights. I was too much pissed off. told them that m cutting the call, if u wanna send a person to me then fine else tk the laptop back. well evn after doin so, fr the nxt 3 days no call back frm DELL.
Then I mailed to a few ppl in the company including VPs n SVPs jst to add weight. Well as expected no reply tilll 2 days. after 2 days I got a call frm a manager n he told me to tell my prob. on explaining, she tried to convince me that they ll replace the laptop. Since I was really pissed off, I told the straioght NO as I was in no mood to tk DELL. well here on I must admit that DELL behaved responsibly, may be due to the mail to the higher management or smthing else.
Anyways, they finally took the laptop n refunded my money fully after abt 2 weeks.
My conclusion:
Dell shud try to improve the customer service as giving a cheap laptop with good config iis fine buyt the after- sales service is the most important part of any company.
Not at any point of time I was ever called by any dell representative abt the prob faced. I had to call all times. no mail was ever replied. This became fine only after I had mailed the higher management.
Never ever tk any laptop without checking it urself. as my laptop showed probs as soon as I opened the parcel. So no matte how good is it, never configure online n buy blindly.
ALL IN ALL, DELL was a bad exp n I would like to go fr HP or sony vaio. though the reviews fr them also r nt that good but I assume my kuck wont be bad twice:)
PS: I hav done extensive surveys while I wanted to purchase a laptop fr me. I know the pro s n cons of almost all laptops in india. n I would like to share wat I know. Please feel free to mail me at truepurevoice@gmail.com if u want any advice regarding laptops' purchase:)
