How Dell Can Sell Substandard Laptop and Get Away Too!

This article narrates my experience with Dell which I thought will share with the world and also take opinion. I would like some solution form the readers.

9.5.21

When a customer purchases a product, it is for reliability. But when a well-known company fails to provide it, it is very painful. I guess many would have gone though this pain.

I ordered a Latitude 7310 laptop in the month of Feb and received it in March 2021. It started giving trouble from the word go. I raised a complaint when the fingerprint sensor completely failed. Dell replaced the sensor. However, the problem remained. Then your team asked to clean install and told me that I must do it by myself. The promised one-day onsite service does not apply for this. I managed to do it after allocating time. That wasted a day for me. Within a few days the problem started again and progressed. The fingerprint scanner stopped working again. This time the track-pad and the touch screen started stalling for some simple tasks. I raised a complaint, and I was told that the company will replace the motherboard. You do understand that the service team has no idea what the actual problem is, and this is just an off the shelf method of service. If this does not work, there will be something else to change. In the whole process I am the casualty. Understanding this I asked for the replacement of the laptop. This has been bluntly refused.

10.5.21

Someone claiming to be supervisor called me yesterday and told me that the issue has been escalated to management team. They would look at replacement request, however, as it would take time to get replacement, they would want me to try and get it repaired. As requested, I agreed. Today the engineer came and replaced the mother board and fingerprint sensor. Now the system is not booting. The engineer has asked me to clean install and has also ordered for full set of another replacement parts. Obviously no one knows what is happening. They are simply wasting my time. My work is seriously affected.

What is interesting is that dell has told me that they will not replace the system.

I am finally resorting to social media as they are taking me for a ride.

I believe many would have faced similar issue. I would like to know what actions others took. Is there any help around to deal with these guys?

11.5.21.

It was an interesting day. The service engineer Mr Ananth contacted me and told me that he has all the spare parts and he would like to complete the work. He started the work at 2 pm and went on till 7pm. This involved a lot of effort from his side and calls to Dell technical team and at the end of the day after several efforts the problem remains. Then I get call from Dell inquiring if I have requested for a replacement! The person told me that they would be able to repair it if given the opportunity. I didn't know what to say.

12.5.21 & 13.5.21

Dell has agreed to replace the laptop. I received an email confirmation of this. I hope the process will be smooth. Somehow I seem to have lost trust.

15.6.21

Taking the story further. Dell had many people contacting me over time, many of them with no idea what is happening! a few days back I was informed that my laptop will be delivered on 14.6.21. I was happy to get the news. However, the day passed without any calls. So, I checked today to see what happened. To my surprise the tracking site says "ON HOLD BY CUSTOMER". I feel it is really poor handling of the issue. As it is difficult to connect with Dell, I have seen discussing on their forum. But, they want 2 more days to figure out what has happened to the laptop! However, their delivery tracking portal still continues to show a false claim that I have told them to hold!

18.0.21

The Saga continues. They forgot to include my contact number while couriering the laptop. So, the lack of information.

I received the laptop. However, this is different version with some extra features. However, they have a sent a slower charger, though I had paid for a faster 90w charger. So, my communication with the customer care has been futile as they are unable to understand that I have paid for the 90w. They are behaving as though I have received everything free of cost.

Finally this came to a close. They sent me the charger that I had ordered for. I just home that the new laptop does not give me trouble. I hate to waste my energy in this kind of activities.