Hi,
I bought DELL laptop (studio 1537) on Jan 27 ‘09 form a Nehru place dealer (Computer Empire). Within a week I realized that the machine had few problems like
1. Speakers were of poor quality,
2. Its WiFi used to get turn on automatically,
3. Few touch buttons were not working,
4. Few drivers were not supported by the operating system. After rebooting they used to get uninstalled.
On Feb 05 ’09 I informed DELL customer care about all these problems. After wasting few hours on the phone they said they will send a technician to my place to check further. Technician came on Feb 11 ’09. Without seeing the machine he said he has to format the computer. I told him if the problem was so simple I could have done it myself. After talking to him for few minutes I realized that he doesn’t have any clue what is wrong with the machine. He left, and I was stuck again.
The very same day I e-mailed DELL about what happened. They replied back on Feb 13 ’09, telling that they will check the matter and will contact me on Feb 16 ’09. But they didn’t call back.
On Feb 17 ’09 they e-mailed saying they will send some senior engineer to re-check the laptop. But they sent some other engineer of the same rank and same knowledge. This engineer said this machine cannot be repaired it should get replaced. I got very disappointed as replacement ETA time was 1 month. I agreed, as I had no other choice.
On Mar 2 ’09 they started to process my complaint and for the replacement.
Then the DELL person with whom I was in touch, Mr. John L, suddenly disappeared. He didn’t reply to any of my emails. On Mar 17 ’09 he mailed back saying that he will call me today, but he didn’t. And again he got disappeared. I mailed Ms. Deepa Maria, another DELL employee. Maria mailed back saying she will look into the matter, but she also disappeared. On mar 26 ’09 I again sent her a reminder mail and copied it to John as well. Finally she called back and arranged for the pick-up of the machine. They picked-up the machine on Apr 06 ’09.
JUST TO PICK UP A FAULTY MACHNE IT TOOK DELL MORE THAN A MONTH.
I asked her if she could get it deliver it to my place and not to the dealer, she told me that’s not a problem and took my home address.
I received a mail on Apr 20 ’09 from Maria stating that the machine would be delivered to me latest by Apr 21 ’09, But I didn’t receive anything, I tried calling up Maria number of times but nobody answered, I called up customer care and they kept me on phone for hours without a remotest idea about my machine, finally I mailed back to Maria stating the inconvenience that is going and to my shock I got a reply attached along the receiving receipt from the courier company (Blue Dart) telling me that I’ve received my machine which I didn’t. the customer care even tried to suspect me as if I was lying about the delivery..
It took them the whole day to tell me that it was actually delivered to the dealer from whom I bought the laptop. They flatly refused to get it deliver it to my place. As this conversation was on phone they very conveniently said they haven’t made any such commitment.
After all this harassment I got my machine on Apr 25 ’09 collected from the dealer. The moment I opened the box I realised it was not the same model which I was having earlier. This new machine had less features as compared to the previous one.
On Apr 26 ’09 I mailed them asking explanation to this, but nobody replied. I forwarded that mail to all the id’s I had of DELL employee and the customer care as well. But nobody replied back. On may 05 ’09 I again sent them a reminder. Two days later Maria mailed me saying that Karthik is dealing with the issue and he will contact me back soon. But he did not mail or called me back. On may 8 ’09 Karthik mailed me saying they are checking with dealer if any old machine is available with them, they will replace this laptop with it. I could not understand what they were doing.
Later on, they explained that the machine they sent me is a higher version and the one I ordered was older version.
I had Studio 1537 and DELL gave me Studio 1555
It doesn't have any touch buttons (previous one had)
It has just 3 USB ports, where as mine was with 4 ports
No remote control is given with this machine
There is no keyboard back light
There is no light for Number lock or caps lock
No on/off button for Wifi
But none of the DELL employee could explain me how this new machine is a higher version.
THEY DIDN’T EVEN ASK ME OR INFORM ME ONCE BEFORE SENDING ME SOME OTHER MODEL.
As my work was suffering I had no choice I had to use the machine. I started working on it. On 6 May 09 it stopped working. It got turned off and did not reboot. I called customer care and complaint about it, after 1 n half hour conversation the executive was convinced that this problem cannot be solved on phone and he has to send a representative to my place to replace the hard disk. I LOST ALL MY DATA.
And still the customer care executive could not explain what the problem was, as he wasn’t sure. Next day a technician came and replaced the hard disk. As soon as he left the place the machine again stopped working. Next day I again called customer care. Once again it took almost 2 hours to convince them that this issue cannot be solved on phone and they again sent their technician next to next day. This time he replaced the hard disk and RAM as well. The machine worked for 2 days and again stopped working.
I again mailed back to inform all your representatives. But none of them turned up.
After so much mental harassment they again were not concern about the problem. Only after a long debate and coercing the dell executive now says that you will replace the system. But they would not give me the original model I had since dell had stop making that model, nevertheless they had refused me to provide me with the machine that had the features from the model that I bought and neither are they ready to compensate those feature for anything.
DELL has already given me two defected machines. Now, I have no trust on this brand. And have no trust on their services either.
I don’t think that DELL ever gave me new machine. Both the machines were some second hand laptops. I couldn’t use those laptops for more than 2 weeks,
I’ve also mailed them a notice that I would go legal if they do not either provide me with the same machine or refund me back my money. Even to the notice they had plainly replied that they cant help me and they cant provide me with the machine having those features.
its been six months that i had spended money but have not received any sorted benefit from it. Dell should either provide me with a machine that has got all the freatures for which i spent money or they should refund me back.
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