- Dell Not providing refund complete replacement ^Closed

Shalini K filed this complaint against Dell on Nov 21, 2022

I bought Dell inspiron ** **** from the Dell exclusive store, Koramangala,Bangalore on *Nov,****. I noticed for *-* days(before **Nov****) , hardly after two times of using that laptop held charge for around *hours only and charge animation shows fluctuating values. For eg: at **% charge it shows *h **min, at **% charge it shows *h **min, at **% charge it shows **min.(with same set of background services)
I contacted the dell exclusive store contact, Mr.Charan. He asked me to install Anydesk for remote debugging. The app was not getting connected to server from Inspiron laptop. He confused me through call by making me reinstall anydesk multiple times and said he cant help , app is not getting connected due to my network. Despite me saying I can stream videos and browse, he sternly said this is a network problem and left. Then I spent my time and found ports necessary for connecting is not enabled default in Inspiron ** ,Mcafee firewall.Also Anydesk expects setting to Indian clock in laptop system time.After I figured out and made these changes he said he could not check as he has no power in dell shop. Later he never came back.It is sad that a guy who is pretending to debug through Anydesk doesn’t know the necessary settings and it is not enabled in Dell Inspiron **.
I then raised a dell technical ticket. The tech team asked me to spend a lot of time running their tests.I did tests as said by Animesh(service request ref: *********), kajal,Gopal. None of them could identify the issue. So they were simply passing the balls to different courts and said I couldn’t be given a replacement. They said the battery is fine and asked me to connect to AC power and work all the time. Why would I go for laptop instead of desktop to work this way? I am expecting assured battery backup of around *h. On asking again isn't this Dell support team’s responsibility and I would escalate , they would say they will escalate. The response I received so far had completely taken my belief over Dell support, at least the one I get here. I have spent hours in chat doing all the tests they suggested. It is not customer's responsibility to sit and debug laptop issues. We buy laptops hoping to make work easier, not to spent time debugging amidst our busy schedule. I don't want to spend time debugging laptop, which is actually the job of Dell technical team.

I spent hard earned money worth Rs ***** on this product hoping to use it immediately for my personal use case. Going by my experience so far, I request to provide a complete refund or non defective replacement of the same model very soon(complete lap,not any parts). Right now I am not in a position to afford an absence/defective laptop.Attaching the invoice and chat with dell support team for reference.

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