- Prolonged Delay in Dell Laptop Repair ^Open

Arun Yellapragada filed this complaint against Dell on Jul 19, 2024

I am writing to express my deep frustration and disappointment with the handling of my laptop repair case. I purchased a Dell laptop six months ago, which is still under warranty. Unfortunately, within this period, the hinge of my laptop broke due to a manufacturing defect.

Upon contacting Dell Customer Support, the issue was promptly identified, and an onsite free service was scheduled to repair the hinge. However, despite several days passing, I have not received any updates regarding the repair status. It was only after I followed up multiple times that I was informed that the necessary parts are not available anywhere in India and that it would take some time to procure them.

Mr. Saurabh Kumar, the Resolution Manager, then took over my case and after two days, informed me that a replacement is not possible and that I must wait for the parts to arrive. Initially, I was told that the parts were unavailable in India, but now I am being told to wait indefinitely. This inconsistency is both confusing and frustrating. Am I supposed to wait without any clear timeline, stuck in limbo?

As a loyal Dell customer, I find this level of service unacceptable. I rely heavily on my laptop for daily tasks, and this prolonged delay is causing significant inconvenience. The lack of clear communication and resolution is disappointing. I urge you to take immediate action to resolve this issue. If the parts are not available within a reasonable timeframe, I request that you provide a replacement laptop to avoid further inconvenience.

Please escalate this matter and provide me with a prompt resolution. I look forward to your immediate response.

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