I purchased a laptop on 23rd February 2013.

The service tag of the system is: DQ1BQV1.

Within the month i bought it i face a problem with the dvd rom which was fixed very soon.

On 05-04-2013 i had made a complaint regarding my HDD, to which few trouble shooting steps were done and then placed a replacement with Service Call: ********5479. Though the engineer arrived on 09-04-2013 couldn't fix the issue, where in another Service Call: ********3680 was registered on 09-04-2013.

The engineer arrived on 19-04-2013 and replaced the parts which were found faulty of which were a motherboard and HDD.

After this service everything was fine until when i noticed some other problem 03-05-2013. Another Service Call: ********8771 was placed after me calling their customer support. The engineer arrived on 06-05-2013 and fixed the issue.

You can figure out that hardly within 2 months of me purchasing the laptop already three services were scheduled over it and all were fixed.

Though i asked them for the system replacement, they refused it and replaced the parts.

Now on 28-05-2013 my LCD display stopped working and when called to place the complaint i was given a Service Call: ********9389. Despite of me calling them to fix the issue no one was bothered to fix it. All the time i get an answer is the product is out of stock and will be shipped soon. On 31-05-2013 i get a call from dell stating that the part would be replaced on 01-06-2013 which never happened.

Today i.e on 01-06-2013 when i called the customer support all i was told is please wait until we the part in stock. And even now the service has been delayed.


Questions to be answered by dell:
1. While my warranty T&C state that i'm entitled under NBD(Next Business Day) service, why weren't any of my complaint attended on the Next Business Day?

2.When my motherboard of the system was to be replaced, why have you ignored my statement of replacing the whole system wherein it was only 1 and half month old?

3. Who is responsible for the inconvenience i faced?

4. When asked your manager for the inconvenience i faced, who is going to pay, A reckless answer is what all i have got. "Why should we pay for the inconvenience you faced"?

Is this the way you deal with a customer who takes of time from his busy schedule to lodge a complaint or know the status of a complaint?

I need answers for the above posed questions and this time i want a system replacement.