titana
Adept
This is regarding poor service by Dell.
The hardware in issue is a L502x laptop, location : New Delhi.
The laptop had functionality issues with USB 3.0 and 2.0 ports and blue ray optical drive. The laptop is under warranty and hence a complain was filed to dell tech support. They made me install various drivers for USB 3.0 and asked to install latest firmware which was already in place. After this troubleshooting parts were ordered for replacement and a dell tech representative was scheduled for visit.
Dell repair visit 1:
Dell ( ?Wipro ) tech repair guy came and replaced USB 3.0 chipset board, motherboard and blu ray optical drive. The USB 2.0 and blu ray optical drive issue was resolved, However the USB 3.0 issue persisted. Dell tech support was informed about this by repair personnel and they scheduled another replacement.
Dell repair visit 2:
This time motherboard and USB 3.0 chipset board were changed again. Laptop did not boot , no display on screen either. So he tried older motherboard yet again which was just removed. This time there was burning smell from motherboard and few noticeable fumes. The tech repair guy switched off the laptop tried the new motherboard once again, but to no avail. No screen display or any booting up. This time they scheduled another repair visit. I called Dell tech care and asked them for replacement of entire laptop which was denied. Response was "they are not a company which provides replacement. " They insisted that in the next visit all the issues will be resolved whatsoever and asked to kindly cooperate.
Dell repair visit 3:
This time motherboard and USB 3.0 chipset board was changed. Still no display on screen, however there was some LED activity on laptop panel adjacent to power switch. This time tech repair person said it was screen problem and screen needed to be changed . A request was made to repair personnel to leave the HDD outside so as one can continue routine office work by retrieving files. this request was denied by repair person and he left.
After this i called Dell tech support and asked for the replacement of entire laptop. The call was transferred to an escalation team and they said they will return back to me within 2-3 days. As far issue of laptop HDD being handed over to me was concerned, i was told to got to Dell repair centre and get it done myself. After 2-3 days escalation team called me back and told that at this point they do not think they should replace the laptop and asked me to deposit the laptop in dell repair centre. Reluctantly that was agreed upon. However i was not able to visit Dell repair centre and i asked them to schedule the repair at my premises.
Dell repair visit 4:
After 4 days i.e today ( 11/06/2013 ) dell repair guy came. He changed the screen and booted the laptop. There was display and it booted into windows. However the keyboard was giving beeps when any key was pressed. USB 3.0 was still not working. Repair person contacted Dell (?Wipro) and was instructed to change motherboard. The motherboard and USB 3.0 chipset board were changed now for the fourth time and again no display on screen or any LED activity on panel of laptop. The previous motherboard which was working was again installed into laptop but to no avail, no display ( the new display ) or any booting activity on laptop panel.
Now tech repair guy has informed me that screen, motherboard, USB 3.0 chipset board and keyboard need to be changed. By the time the repair guy left it was 7:00 pm and there was no follow up call from Dell.
I think this entire ordeal of about three weeks had been enough. They have not been able to repair the laptop and have escalated the issue from non functional USB 3.0 port to an entire dead system. They have also refused to provide replacement of entire laptop. There was a post put up on Dell community forum by me regarding this issue which has been deleted from the forum. Dell escalation representative will call me tomorrow ( i suppose so ) and i am not sure what to say. The service experience has been very poor on behalf of Dell (?Wipro). The way i see it Dell is very poor at repairing laptop parts and even if it works again i will be stuck with poorly refurbished parts. All four motherboards and four USB 3.0 chipset boards they have sent have not worked, but have in turn damaged display screen twice and now the keyboard. I have had to leave from work early so as to entertain Dell repair personnel at my premises on all of these visits.
What are the options i have, the laptop has almost 1 year of warranty left.
How do i go about with the legal options i have. Anyone here having such experience please do let me know.
The hardware in issue is a L502x laptop, location : New Delhi.
The laptop had functionality issues with USB 3.0 and 2.0 ports and blue ray optical drive. The laptop is under warranty and hence a complain was filed to dell tech support. They made me install various drivers for USB 3.0 and asked to install latest firmware which was already in place. After this troubleshooting parts were ordered for replacement and a dell tech representative was scheduled for visit.
Dell repair visit 1:
Dell ( ?Wipro ) tech repair guy came and replaced USB 3.0 chipset board, motherboard and blu ray optical drive. The USB 2.0 and blu ray optical drive issue was resolved, However the USB 3.0 issue persisted. Dell tech support was informed about this by repair personnel and they scheduled another replacement.
Dell repair visit 2:
This time motherboard and USB 3.0 chipset board were changed again. Laptop did not boot , no display on screen either. So he tried older motherboard yet again which was just removed. This time there was burning smell from motherboard and few noticeable fumes. The tech repair guy switched off the laptop tried the new motherboard once again, but to no avail. No screen display or any booting up. This time they scheduled another repair visit. I called Dell tech care and asked them for replacement of entire laptop which was denied. Response was "they are not a company which provides replacement. " They insisted that in the next visit all the issues will be resolved whatsoever and asked to kindly cooperate.
Dell repair visit 3:
This time motherboard and USB 3.0 chipset board was changed. Still no display on screen, however there was some LED activity on laptop panel adjacent to power switch. This time tech repair person said it was screen problem and screen needed to be changed . A request was made to repair personnel to leave the HDD outside so as one can continue routine office work by retrieving files. this request was denied by repair person and he left.
After this i called Dell tech support and asked for the replacement of entire laptop. The call was transferred to an escalation team and they said they will return back to me within 2-3 days. As far issue of laptop HDD being handed over to me was concerned, i was told to got to Dell repair centre and get it done myself. After 2-3 days escalation team called me back and told that at this point they do not think they should replace the laptop and asked me to deposit the laptop in dell repair centre. Reluctantly that was agreed upon. However i was not able to visit Dell repair centre and i asked them to schedule the repair at my premises.
Dell repair visit 4:
After 4 days i.e today ( 11/06/2013 ) dell repair guy came. He changed the screen and booted the laptop. There was display and it booted into windows. However the keyboard was giving beeps when any key was pressed. USB 3.0 was still not working. Repair person contacted Dell (?Wipro) and was instructed to change motherboard. The motherboard and USB 3.0 chipset board were changed now for the fourth time and again no display on screen or any LED activity on panel of laptop. The previous motherboard which was working was again installed into laptop but to no avail, no display ( the new display ) or any booting activity on laptop panel.
Now tech repair guy has informed me that screen, motherboard, USB 3.0 chipset board and keyboard need to be changed. By the time the repair guy left it was 7:00 pm and there was no follow up call from Dell.
I think this entire ordeal of about three weeks had been enough. They have not been able to repair the laptop and have escalated the issue from non functional USB 3.0 port to an entire dead system. They have also refused to provide replacement of entire laptop. There was a post put up on Dell community forum by me regarding this issue which has been deleted from the forum. Dell escalation representative will call me tomorrow ( i suppose so ) and i am not sure what to say. The service experience has been very poor on behalf of Dell (?Wipro). The way i see it Dell is very poor at repairing laptop parts and even if it works again i will be stuck with poorly refurbished parts. All four motherboards and four USB 3.0 chipset boards they have sent have not worked, but have in turn damaged display screen twice and now the keyboard. I have had to leave from work early so as to entertain Dell repair personnel at my premises on all of these visits.
What are the options i have, the laptop has almost 1 year of warranty left.
How do i go about with the legal options i have. Anyone here having such experience please do let me know.