Hello Mainak,
I apologize for all the inconveniences caused to you regarding this issue. I will very glad to look into this issue. Please send your contact details, order number and issue description to CSMB_India_SSR_Escalations@Dell.com. This is the email id of our Resolution team who can help you resolve this issue.

Regards,

-Tulsi
Social Media Listening & Support Manager
Dell India Pvt Ltd.

Dated:22/01/2012

I bought Dell Laptop last year in March ( SERVICE TAG:-9X5H8BS-it is still in guarantee period). As I am working in Romania and the Laptop is with my family in india, we are using laptop to talk on Skype. I had purchased a high configuration laptop (i7) inbuilt with skype software but whenever we are talking on it it CPU uses going to 100% and it stop workling, sound cracking/hanging/ automatically off etc.(personaly I am using HP laptop but I have not a single propblem since last 18 months) Even same problem during video songs and games. we contacted customer care they have changed its hard disc in november 2011 still problem not solved. They are saying, we are using wrong games, skype version is not correct ,using unfamiliar sites etc. They are only talking on phone and trying to solve the problem on phone. Now they are telling that it is not hardware problem so they canot replace laptop. They also re-installed the operating system thru instruction on phone. As we r in baramati and service center is far away in pune my family cannot go to service center. I am requesting them since long time to send their service engineer to collect laptop and solve problem or To Replace the laptop with new. I have sent at least 15 mails and reminders to them but they are not responding mail, only calling to my family and passing time to solve on phone every time. They are passing time to consume the guarantee period. Now only one month is left for guarantee and I want to replace my laptop as it is advance version and costly. Pl advice me how I will get replaced the faulty laptop. Moreover we r puzzled.

Pl advice me how to replace the laptop in guarantee period.

Thanks and regards,

B N Mishra
0040-734118003

Hi,

I have normal warranty + damage control warranty extended for three years of period.
At the time of purchasing I have been told that it covers damages to computer.
Further when I have investigated I have found following paragraph on dell website - so you can repair or replace systems that suffer accidental damage due to liquid spills, electrical surges, unintentional breakage, drops, falls or other collisions.

But now they are refusing to replace my keyboard saying that dell products are not meant for excessive usage and can break with use also it is not covered under damage control policy as it is due to usage.

My dell case no. is 849991321.

I am seriously considering options to go for consumer court. Kindly help me in this regard.


Regards,
Vivek Garg

Hi Vivek,
I am very sorry to hear this. It is indeed a very unfortunate incident and I will very glad to look into this issue. Please send your contact details, order number and issue description to CSMB_India_SSR_Escalations@Dell.com. This is the email id of our Resolution team who can help you resolve this issue.

-Lilly
Social Media Outreach and Resolver
Dell India Pvt Ltd