Dell Inspiron new Laptop (5 months old)
Poor Product Quality & Service Support from Dell India – unable to start / boot 2nd time in last 2 months

1. I bought a Dell Inspiron laptop last year in India (sep 2010) which was delivered beyond the promised time-frame (ordered in Aug with two weeks delivery commitment from sales team) although it was booked and ordered the corporate offer scheme by Dell India.

2. The laptop stopped functioning (did not get start/boot) the very next day and this entire issue was resolved with great pain in almost two and half months (by end Nov) after several calls, follow-ups and fighting over the phone with the Dell Service staffs.

3. In beg Dec’ I shifted to Japan (for an oversees assignment) and hardly after two months of usage, the laptop again stopped functioning (does not starts/boot). I really wonder that I am landing into the same problem again as earlier. And this time the scenario is even more serious b/c currently I am not in India.

With the current situation I wrote numerous e-mails and also called to the Dell technical staff but was of no use. I even wasted several amount of time, money and peace of my mind while calling from Japan to the Bangalore executive’s office no (appointed as Support Specialist for all my interactions with Dell support team). Every time I called the phone was getting picked up by an automated answering m/c I was charged but could not get anybody and the phone got automatically disconnected.

I even called to the Bangalore technical team for support who were very very casual in their approach and referred to Japan Technical support team because I am in Japan currently. Also I was suggested to fill and submit an online form for change of my current service tag no. This entire exercise would take a min of 15 days post submission of the online form. However I was never send that online form even after taking my e-mail id. When I asked that what do I do for the time being (for 15 days) then was suggested to update the BIOS of my laptop which will be sent by him in his e-mail. But this e-mail was never finally sent to me even till date.

Moreover I was also suggested to call to Japan Dell for which the no was not given and asked me to search from Google (this was just ridiculous). When I called to Japan, and after much of difficulty I was able to get an English speaking staff who tried his level best but could not help b/c was unable to find my Service tag no as well as the Express Service Code (b/c it is registered in India). Finally he also suggested me to talk to Dell India only or send my laptop back to India.

Again I tried to contact to the Dell Service team but was unable to contact them and then sent mails for which yet to get any reply from their side.

Finally I am sending my laptop to India for replacing it with a new one and I do not want any repair or part replacement as it has already troubled me twice on the same issue (doest not start / boot) and I strongly believe that it is a serious quality issue and should be replaced with a new one as the piece delivered to me is a defective one.

I had bought this laptop with the assurance of coverage of International warranty & service support from Dell and also considering it as one of the best companies offering world class products and services but it has miserably failed on the both the fronts:

1. Product Quality: I strongly believe that the piece delivered to me is a defective one right from the day one as same problem (did not get start/boot) I am facing in less than three months

2. Service Quality: is miserable and the staff response is just pathetic as the same problem was rectified in just around 2.5 months only.

Moreover Dell India should also compensate for the inconvenience and problems me and my entire family will face here in Japan and my parents (both Sr. Citizen and living alone) back in India during the period the laptop gets replaced. During this entire period will disconnected with the entire world as well as will be unable to get in touch with my parents and support them emotionally and my 5 yrs old son would not able to continue his studies further.

A laptop here in Japan is the single most important tool for communication (with family friends and relatives), information, education & entertainment for all the people like me.

Regards,

S K Pandey

Japan (India, New Dehi)

Company: Dell Inspiron new Laptop (5 months old)
Country: India
State: Delhi
City: West Delhi

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