Hello,
I am Neeraja Gupta, an unfortunate Dell consumer (my device’s details: Inspiron 3420, Service Tag- 9TBXLV1, Express service code- 21364603885). I am a cautious gadget user and I was proud of the fact that I never required to revoke my laptop warranty during my almost two years of association with my laptop except once. But then came the case 894932349 and then 780509656021. The details of the entire ordeal and the still unresolved issue is as follows:
During the end of May 2014 I started getting problems related to display on my system for which I contacted the customer support (my system is still under warranty). The representative spent 4 days talking to me and finally accepting that it is a hardware problem and the connecting wire of LCD and the mother board is faulty and needs replacement. As a precaution he ordered replacement of my LCD screen as well. I was in Odisha when I got the new LCD and the wire. The same evening I complained about the bad quality of the screen which was replaced in my system. Lets put names (as I have a big story to tell) screen 1 was the one that was in my system originally, this got replaced with screen 2 for which I was complaining. screen 1 was non glossy and Matt finished which suited my purpose of reading for long hours which sitting a well lit environment but this new screen (screen 2) was glossy- so glossy that i could literally see my own reflection in the screen while trying to read. I got a headache the same day due to straining my already weak eyes. The headaches continued and nothing was done for weeks in this. After about 2 weeks I get a call back after writing three emails about the bad screen that a service could be booked for a replacement. I said okay and screen 3 was sent to me which was identical to screen 2- i refused to take that. I complained again and again and again and got screen 4 which was a shade better than 2 and 3 but still a glossy variety. I again complained and this time in an irritated tone (for obvious reasons) and got screen 5- again which is identical to 2 and 3- refused to take it. In the meantime that cable got damaged again as the system was opened 5 times- got replacement for that.
Now I get a call from the representative saying that nothing could be done. I do not understand this! If this was the final thing that was to be told to me why was I harassed for two complete months? When I asked this question the answer that I get is that the part number has been matched with the original part and nothing can be tracked now. But there is no value to my word that the screen 1 is still nowhere to be seen. There is simple difference without using the jargons that screen 1 was non glossy and whatever that has been sent and replaced in my system is glossy, Simple! If the part numbers form your end and the products do not match that is not fault and I should not be the one penalized for that. Someone somewhere entered the numbers wrong and I don’t understand how is that my mistake. I still have the headaches going on due to this screen and continuous chasing around and in addition to that due to the 6 times my system has been popped open for ‘repairs’ it has been left in complete ruins- the dvd player came out on its own. the screen has a weird clicking sound, my videos no longer play properly, the screen went completely blank on certain occasions and i had to force restart my system to make it work, the system hangs (mind you this is not a OS problem as I have already tried formatting and renistalling the windows thrice). But since the diagnostics say nothing “there is nothing that can be done”.
So what do I get for a small problem in the connecting wire?:
1) bad quality LCD- continuous headaches, threat to my already weak eyes
2) two months of time wastage and harassment from Dell’s end
3) no solution to the problem
4) further problems in my previously smooth system
To top it all the customer service representative asks me to “UNDERSTAND”.
I know the warranty contract which says dell has the right to replace any part with an alternative in case of non availability. What I fail to understand is that why is non availability brought to my notice after two months and 5 replacements?
This whole drama that happened for such a small request (for Dell but for me the screen is the main component for my system as my job entails reading continuously), is not only unprofessional but also fraudulent.
Even after repeated communication nothing has been done so far to address the issue. The customer service representatives who were put in touch with me are decisive and uninformed. They have further complicated the problem instead of solving it for me.
My system is only 2 years old and previous to intervention from Dell’s end was in an excellent condition. I am done with Dell as a firm and I demand full refund for my money invested in the laptop. My eyes are more precious to me than any words of assurance they are going to give me as after two months I know they are of no good value.
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