I purchased a Dell Studio 1555 laptop from the dealer Diamond Infotech Pvt. Ltd., 1 R N Mukherjee Road, Martin Burn, Mezzanine Floor, Room#16, Kolkata-700 001 on 30th December and was charged Rs.52, 000/- including vat. There was not any issue till recent date until I tried using Express Card. The day I tried using it for the first time I observed it was not working properly. Each time I inserted the card it was immediately getting ejected from the slot instead of holding inside. Then to be sure of my warranty period I checked the information from Dell website and was amazed to see it was showing the warranty for my service tag as expired on 23-07 whereas as per the dealer invoice it should be valid till 30th December.
Immediately I notified Dell consumer support regarding the fact and the issue of Express card slot with my laptop. It was further clarified by them that the laptop was originally sold by Dell on 23-07 to Mr. Ashok Kr. Rai in whose name it is still registered with them. So I contended I was sold a second hand laptop by dealer and was charged inappropriately by hiding this essential information to which they were unable to provide any satisfactory explanation. During succeeding interaction with the dealer and Dell technical support I was assured that the defective part will be replaced and warranty will be extended as per dealer invoice which in effect was done to my satisfaction.
But the issue again arise when the service engineer visited my site for replacement of faulty part (Express Card Assembly). After inspecting the laptop he noted there was additional issue with my laptop, the LCD cover was not properly fitted and one of its lock system was broken. The facts were updated to Dell technical support by him and it was informed by them that my laptop has normal warranty only, under which replacement of LCD cover is not covered. Further they advised to convert my warranty to full cover warranty so that the defective LCD cover could be replaced too.
Service Engineer also advised me to go for it as it will be beneficial for me so I accepted the proposal. After receiving the quotation from Dell and to be sure about the facts before making payment for upgrading warranty status I further inquired will Dell consumer support. After providing all the information they asked me including the service tag of the laptop finally they said that I am not eligible for upgrading warranty. I asked the reason to which they replied the laptop I purchased was actually second hand and Dell does not provide warranty for such products.
Now after having all this information and spending money to call Dell consumer support for help since last 20 days I am totally not satisfied with Dell product and their services. I tried resolving the issue through mutual dialogue but every time I call the consumer support for help they just do not try to understand the case details
and leaves me more confused instead of providing help.
So I contend the following points and demand either the replacement of the existing second hand laptop with new one or refund of my money with interest.
1. The fact the laptop I purchased on 30-12 was actually sold by Dell on 23-07 to Mr. Ashok Kumar Rai was known to the dealer at the time he sold the piece to me and he intentionally did not reveal the fact for his own benefit.
2. If the contention 1 above is false then Dell has to clarify how the laptop landed with dealer for re-sale and why I was charged inappropriately for a product second hand in quality and craftsmanship.
3. Each time when I call Dell for help they contends that all my complains are result of my improper handling of laptop. If it is so then they have to certify that the laptop was not used even for one time between 23-07 to 30-12 the five months gap between the day it was originally sold by Dell and the day I purchased it from the dealer. Else they have to accept the defect was inherent when I purchase the laptop as I was technically not competent to verify it during time of purchase and I relied on the reputation of the brand and knowledge of dealer during the purchase.
4. After 10 months of purchase and knowing all these facts now I strongly contend that the laptop is second hand in quality and craftsmanship and I assume it will show more defects which I was unable to verify at the time of purchase.
5. I have been charged inappropriately by dealer for a product of second hand nature in quality and craftsmanship and if it is not so either dealer or Dell has to prove that the product was of 100% quality and craftsmanship when it was sold to me.
6. When I am ready to pay for upgrading the warranty why Dell is denying me the service on ground the product I purchase being second hand. If the laptop I purchased was second hand then why the dealer did not revealed the fact at time of selling it to me.
If all the above contentions are not resolved satisfactorily then I stick to my demand of replacement of the existing second hand laptop with new one or refund of my money with interest.
0 comments