My name is Adarsha Mazgaonkar. I have been facing tremendous problems with my laptop and your customer care support hasn’t been of much help. The problem started after I purchased the Dell Inspiron 7570 and  started using it .

I started facing software issues such as heating. The laptop was heating up severely  so I called your customer care representative and told him my problem. This incident took place after a week of purchasing the laptop and the person I contacted, conducted troubleshooting.

Post this, I was asked if my laptop continued to heat up. Unfortunately it did. I installed photoshop 2018 a few days later and now my software isn’t working. I could use the software only while unchecking the graphic card  I am a designer and Photoshop is the primary software which I use but it hasn’t been working in the laptop coz of which I was unable to use the laptop and it was lying in my cupboard. On Sunday, I called Dell technical support to check if any store is open nearby but unfortunately the store is open from Monday to Saturday and Sunday is the only day that I’m free.

Either way, I called the Dell Customer Care and spoke to Pratik Giri and asked him whether any store is open where I could get my laptop checked . He asked me about the problem and I told him in detail about the excessive heating. He said there must be a problem with the driver and would update it. He conducted the procedure himself on screen share. He was also going to do a temperature check which he told me over the phone but he didn’t end up doing it. While he was updating the driver the laptop was heating up severely and I also said over the call “look the laptop is extremely hot right now “

After updating the driver, my wallpaper wasn’t appearing on the screen and I was told that it would appear after I restart my system. After upgrading the driver, he asked me to shutdown the system.I was assured that the issue is fixed. I kept my system shut and the laptop was kept on the laptop table. I waited for 20 mins because he said  I could turn on the system only once it cools down.

When I turned on the system, the laptop screen was completely damaged and I wasn’t able to see half the screen. If anything goes wrong with the laptop due to overheating, who would be responsible? I was shocked and immediately contacted Pratik. He asked me to shoot out an email but I still haven’t gotten a response. I called the customer care and told them my problem and asked them to fix it, but they told me it’s a physical damage. I was shocked to hear that because I barely used my laptop during that period so there’s no question of a physical damage.

I have spent so much money for purchasing your product and this is the service  Dell Customer Care is providing me? I am appalled. The customer care support said they will escalate this issue and will call me back. Next day, I got a call from Devendra and I told him about the issue. He too said that the laptop will be fixed on a chargeable basis. It’s been a month since I have purchased this laptop and I am already facing these problems. I was told that I might have “pressed the screen hard” and hence I am facing such issues. Why will I pay so much and do that? Why will I invite problems?

I asked him what will the approximate cost be and he told me that only if I agreed on paying the charges will I be told the price. What kind of a rule is this? I was asked to admit that I’m responsible for my laptop’s damage and only then will I know about the charges. Is this a threat?  told him I won’t take blame for the damage because I am not responsible but I will surely want to know the price if I want to pay.

He escalated my call to the pricing team after I agreed to pay for the charges. I immediately got a call from Mohammed from the pricing team and he told me the price is 14500/-

I was utterly disappointed to know that I might have to pay so much for something I haven’t event done!  I really regret buying a laptop from Dell. I was supposed to buy MacBook Pro but went for Dell because of its amazing service and this is how Dell serves its customers. I regret wasting 74000/- + 14500/- extra for the screen. I contacted Vijay Sales to resolve my issue because I didn’t understand what else I could do.

Swapnil, the guy from (Vijay Sales Bandra West Link Road) said will help me out with this because he was the one who sold this laptop to me and now he is also telling me that I have to pay for it .We checked for my warranty and my warranty was starting from December 2017,  wherein I purchased the laptop on 16.4.2018. VIjay Sales they updated my warranty only after being notified about this.

Also, Swapnil did not inform me about the accidental warranty, he din give me proper Information when he sold the laptop. I have purchased  such a costly laptop. Also if I can pay 74000/- for the laptop also took extended warranty for 3yrs. Why will I not take accidental warranty. Swapnil was telling that Dell doesn’t provide such accidental warranty service. I checked with Authorized Service centre they said we have accidental warranty. Vijay sales is been giving me wrong information about all this. I have to pay for something I haven’t done I m telling this from start. It is a big amount for me because I hail from a middle class family. Even in the Authorized Dell Service Center and nobody tended to my problem. They were telling me that why I didn’t take accidental warranty? I mean how will I know about it if you guys don’t tell me prior about it. After telling Swapnil he said we din had the accidental warranty offer so we din tell you. I don’t understand if he is selling the product it was his responsibility to give me proper information about it but he didn’t. And if this device has so many issues,  what is the confirmation and guarantee that I won’t face this problem again. I will make sure that all this gets highlighted on Twitter, Facebook, Whatsapp and Instagram.

Vijay Sales is a brand in India and Dell is a known brand in India. How can these people give me wrong information about this. Is this Swapnil’s mistake. Or is Dell not allowing Vijay sales to give accidental warranty. I am expecting a positive response from you. Kindly revert back

I am also attaching the soft copy of my bill.

I am utterly disappointed with the horrible service provided by Dell.

From,

Adarsha Mazgaonkar

• Mumbai, Maharashtra (India)