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MouthShut Score

47%
2.83 

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DELL is HELL - DELL 1558
Aug 24, 2010 05:46 PM 3927 Views

User friendly:

Reliabiity & Satisfaction:

Value for Money:

Service & Support:

I contacted dell India office for purchasing a Dell studio laptop. I was routed to sales person of dell. Placed an order with him for Dell Studio 1558 laptop. Invoice and quotation are in my name. Got the system


delivered at my address in Bangalore. There is no EBP or employee reduction claimed in the process.


On 26th July 2010 got blue screen in system. Called up Dell tech support, they tried to format the system remotely but then also same problem of blue screen persisted. Technical support person asked me to give the


System to Authorized service center located in Divyasree greens in Bangalore.


Gave the laptop to Authorized service center in Bangalore on 29-July-2010. No response or even a call from them till Saturday 31-July-2010. Called the service center they were telling parts have not yet arrived for the


laptop. Wrote a mail to technical support, one guy called up from Dell Technical support Chennai and said that parts have been shipped to Bangalore. But no response from dell service center Bangalore after that.


Called them up and followed with them. Service center guys were telling after replacing RAM, Hard disk and Motherboard still same blue screen problem persisted. They wanted to replace processor and check it.


In this point I told dell service center guys that all major components in the system has been replaced and I want the entire laptop to be replaced. Service center people asked me to call up dell customer support and


raise a request for laptop replacement. Called up Dell customer support and got connected to System replacement team. Team said the laptop is not bought in my name and is in some Dell employees name( which I


don’t understand how it happened or where the confusion is and from where Dell system replacement team got the invoice details. I would like someone from Dell to clarify this. Where is the confusion, on whose name


laptop is bought?). Because of this issue system cannot be replaced.


Dell service center guys called me up at this time and said they have raised a request for system replacement from their end. Mean while I had sent a mail to chennai DELL technical support from dell and asked him


when I will get the system. Dell Technical support chennai called me up and said that system replacement will not be possible because of following two reasons


Reason 1:. system was not bought in my name it was bought in some dell emplyees name (which is not correct there is no EBP or employee reduction claimed in the process.)


Reason 2: System replacement can be done only within a month of purchase of laptop and warranty only covers that. Other wise replacement can be done only if major components of laptop like Mother board, Hard


disk, LCD Monitor or processor are replaced. But in my case only Mother board and hard disk come under this category not RAM. So replacement will not be possible.


Meanwhile Dell technical support chennai confreneced us with Dell service center Bangalore and the service center guys were telling they have raised a request for system replacement.


After hearing this Dell technical support chennai was telling if service center is giving replacement he has nothing to do with that.


Wrote a long mail to dell customer service asking following questions.


In whose name the laptop is bought? - Why dell is not sharing data of customers within its internal departments??


Whether this comes under the one year warranty or not?


Whether my laptop will be replaced or not? If no please let me know the reason.


Who is the correct person who would update me about the progress of the system replacement ( if its being done).


Why is the responsible person who I could talk with?


Why people within dell are not coordinating among themselves and talking in a single voice to the customer each one is saying something and confusing me


someone named Jacob called me up and apologized for the confusion he confirmed the laptop has been bought in my name and replacement request is in progress.


After submiting my laptop got a mail from jacob saying that will be getting my laptop within Sep 3rd.


Waiting for it will update once I get it.


so though the cost of dell is some 3k to 4k less than others. their after sales service is pathetic.


Felt I have made a wrong choice of selecting dell, DELL is HELL.


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