- Appeal for Resolution Regarding Complaint Tag under Dell India Redressal Process ^Open

SRIJA DUTTA filed this complaint against Dell India on Jul 29, 2024

I am writing to appeal for a quick resolution to my complaint regarding the battery performance of my newly purchased Dell laptop, model **** (Batch BDMJJZ*). Below are the detailed steps and current status of my case:

Initial Complaint Details:

Purchase Details: On July **, ****, I purchased a Dell **** model laptop.
Service Requests:
Service Request No: ********* (via Dell website)
Service Request No: ********* (via WhatsApp)
Issue Faced: The laptop's battery backup is significantly below the expected performance. On July **, ****, I sought support via WhatsApp, where Mr. Harmeet provided remote assistance. Despite the cooperative efforts of the support team, the issue remains unresolved.
Diagnosis: Mr. Harmeet informed me that my system was shipped with a *-cell battery, providing only **-** minutes of backup. This indicates a possible manufacturing defect or another issue related to Dell.
Action Taken: I deposited the laptop at the Microchip store from where it was purchased on July **, ****, as it fails to serve its intended purpose.
Academic Impact: I recently enrolled in B.Sc. in Computational Biology at Jain University, Bangalore. It is critical for me to have a functional laptop for my online classes and to join the classes physically by August *, ****.
Current Redressal Process Under Dell:

Inspection Results: Recent tests at the store indicated that the battery backup is functioning within the normal range for gaming laptops. However, this performance does not meet my academic needs.
Discrepancy Noted: The actual battery life does not match the specifications and performance metrics outlined in Dell’s literature for this model. There is a significant discrepancy between the stated and actual battery life.
Request for Upgrade: I request an upgrade to a *-cell, ** Wh, Lithium-ion battery, which is available for this model as per the Dell manual. My current system runs on a *-cell, ** Wh, Lithium-ion battery.
Supporting Documents:

Laptop Details: The laptop is currently with Microchip since July **, ****.
Attachments: I have enclosed the purchase bill, screenshots of chats with the remote engineer, and the current status from the Consumer Helpline.
Considering the urgency of the situation and the impact on my academic pursuits, I urge you to expedite the resolution of this matter. A prompt response and action would be greatly appreciated.

Thank you for your attention to this matter.

Yours sincerely,

Srija Dutta
D/O Debashis Dutta
* No Inchabad , Olaichanditala, po-Sripally,Dt- Purba Bardhaman, WB
ph no-**********

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