Dear Sir,

I purchased a Dell Studio XPS 1640 laptop for around Rs. 62,000 on 13-05-2009 and extended my complete cover warranty from 14-05-2010 to 14-05-2012. I had to pay another Rs.12,000 to extend this warranty period.

On 10th May 2011, my laptop was damaged in a severe accident. I was coming back from my office and my laptop slipped off my bag and fell on the road. Unfortunately due to heavy traffic few vehicles also went over it. I took my laptop back to home and called Dell next day on 11th May. I explained the whole story to the agent. As per their request I sent them the pictures of the damaged laptop next morning. They took too long (around 15 days) to get my laptop even picked up.
Now on asking about status, they kept on telling me that they have ordered the parts from outside India and that is why it's taking too long. They also gave me false hopes that they will extend my warranty for the time the delay has happened. After waiting few more days when I did not get any updates I called them and they just told me that they were waiting for a bag to be sent as well from my side to them. I was astonished to know about that since it was never asked from me before. I did not agree to send them the bag since it was my friend's bag and was not with me anymore. Again after calling them so many times and talking to at least ten of their agents, one of them promised me to give me some update at the end of the day. At last I got the call from the same person but I was completely blown away with the response. He told me that my laptop seems to be "intentionally" damaged and they won't repair it. Moreover they're going to discontinue my services as well. My office work has already messed up due to the delay at their end and they made the things worse for me. Buying a Dell laptop and spending a lot of money on extending the warranty came out to be a complete waste for me. They have already caused a lot of mental agony to me due to deficiency in their services.

Currently I've asked them to return the laptop back to me in the same condition and has decided to file a complaint with the Consumer Forum under the Consumer Protection Act of 1986. I've all the mails and call logs that clearly shows how reluctant they had been while handling my case.

Please help me with this case and I'll be very thankful to you. Feel free to contact me in case you need any other information.

Regards,
Amitoj