Complaint Details

Status	:	Un-Resolved
Complaint No	:	0001663/2011
Category	:	Computers & Accessories
Date	:	13-10-2011
Subject Line	:	Deceptive Ad, fraud malpractices
Complainant	:	Rajeev Ranjan
Address	:	3rd Floor, B89, Shashi Garden, Mayur Vihar I
Complainee	:	Dell India Pvt Ltd
Address	:	Chennai

Complaint Details
Dell XPS 15z- HRFYVQ1


Dear Dell team,


Its pathetic to know that this is how Dell behaves with its customer in India.

A customer makes payment for so called 'masterpiece' design as claimed by Dell, and after 15 days receives a faulty unit, which develops snag within 8 hours of receiving it. Display goes off, and there are continuous beep sound. I call up customer care, they promise to send an engineer on 23rd September, and till 11th October none arrives. After getting frustrated in a week, I open the back panel and re-insert the RAM and then problem goes away but recurs twice after that. Dell promises one month replacement/refund on its website and other media channels.
With past bad experience of using a system with initial problems(Dell Inspiron HTHP5BS, Dell XPS JZXPPQ1) I decide to ask for a replacement, WUR. After much telephonic conversation with customer care and others, finally Dell agrees to replace my system. I clearly asked Mr. Rajeev Chaubey, if my old system would be taken back after a new is furnished, and he replies in affirmative.

But after a few days, Mr Naveen from Dell after taking all the details says that a new system would only be given, after I give back this particular one. It will be transported back to Dell office Chennai. And then a new order would be placed, which will then be manufactured and transported to me. And what is a customer supposed to do till then. Buy another laptop? Or keep another laptop in backup since you have been continuously making the fault of buying a Dell in the name of loyalty.

I am a businessman, my partners are in Russia and China. I have to be online all the time, and I am most of the times on move roaming around India. I cannot work on my office PC all the time. And why should I? When I have made payment for a laptop, I should be using it. Obviously not a faulty one.

Mr. Rajeev Chaubey escalates the call to Ms. Rajeshwari, who calls me and promises to put the case infront of her finance team. And but obvious from Dell, the finance team refuses to deliver me a new laptop and then take the old one(Courier guy could have delivered, only after taking and checking the old one). But no!

I do not agree to arbitrary conditions of Dell. They are treating customers in a pathetic way! Dell is guilty of fraud, deceptive business practices, misleading advertising of one month refund/replacement, and arbitrary consumer support, when customer has paid for it as well.


This is my last communication with mail in the regard of the service tag HRFYVQ1, Dell XPS 15z. If no solution is provided, which is acceptable to me as well, I shall move to the consumer court. Dell XPS 15z comes with standard warranty, and hardware configuration. All I want is taking away of the system when a new system is delivered to me, maybe at the same time. For Dell's fault of a faulty system, I am not willing to bear monetary losses in my business, and mental agony.

I hope Dell takes some concrete step in consumer support, and delivers what it promises.

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