Sep 24, 2015 05:10 PM
4381 Views
Laptop model: Dell Vastro 2520
Service Tag: 5S45HZ1
I was influenced by my colleagues to buy a Dell Vastro laptop as I was told that Dell values customer experience above all and has a very good after sales support at reasonable rates. I purchased it at around Rs 33, 000/- For the last 20 months my Dell Vastro 2520 laptop was running flawlessly. However, recently some technical problem popped up while charging the laptop. I contacted Dell Support(1800-425-4026/1800-425-4002) and the resolution given to me by Dell Support was replacement of MotherBoard for my laptop. I was given in mail price quotation for change of mother board as Rs 20000/-
I inquired about motherboard replacement cost at local Dell Service Center in my City(Address: Dell Service Centre, Tilak Road, Besides Cosmos Bank, Pune, Maharashtra) and I was told the cost of replacement of motherboard would be Rs 13500/-
I am baffled what methods are being employed by two entities of DELL that can provide such quotations that do not even come close! The difference is a mind boggling INR 6, 500 for just changing the motherboard!
When I contacted Dell Technical Support again regarding this, I was given answer that "Since its a technical support department we do not know the reason for difference in pricing. You need to connect Sales department." I was provided with different number(1800-425-2069). When ever I called this number the executive on the call informs me that "Call has been routed to Dell Insiron out of warranty support and your laptop is Vastro Series hence we need to route it to same department." However, whenever call got routed to Vastro Series it disconnected by not receiving by any one! It happened around 4 time exhausting 5 hours.
I even tried to get clarification replying back the email I received from Dell initially about Rs 20, 000/- quote. However, even after one week there is no reply from Dell.
I tried reaching Dell Vastro Support on different days and different times to get pricing for spare parts. However, it either gets routed to Inspiron Support desk which further ends up in a black hole when executive tries to re-route it or no one picks the call.
I am sure that this is an aberration that definitely does not reflect on DELL’s policy of being a customer centric company. I am hopeful that you shall help me getting this problem resolved amicably.
