Dell Review - Negative

194°
Deal Subedar
cocay

Bought a new Dell laptop on Dec 14, 2020 from Reliance Digital, Delhi.
Contacted phone support on 16th to update warranty since their system showed warranty started in Oct 2020. Shared scanned as well as email invoice copy. Was told warranty had been updated the same day but it wasn’t.
Also wanted to buy extended warranty for 2 more years.
So, contacted support on 17th for Warranty Extension and Standard warranty update; spent 20 minutes over phone. got transferred five times. Finally when I got to the intended guy, he instantly transferred me to some shit IVR and I was hanged upon. Horrible experience.
Have contacted Chat, Twitter support, and written several emails including escalations, last being yesterday but without any resolution to either the warranty update or extension. Still can’t believe their support is such shit.
Was also considering buying a wireless Dell keyboard/mouse combo but saw several reviewers had mentioned they don’t offer support based on your invoice date but what shows in their system.

Have finally given up on Dell. No more extension plans. Don’t wish to purchase/recommend any of their products.
Do keep this in mind before considering Dell.

Thanks for reading.

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Deal Subedar Deal Subedar
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Last but not the least, try your luck at PGportal.gov.in and consumerhelpline.gov.in

Deal Subedar Deal Subedar
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I was someone who liked to support offline consumer appliance shops even if it meant spending a few hundred / thousands more compared to online option.

But I noticed, most times the employees will mess something up for you, either getting the documentation wrong as in your case, entering the email address or phone number wrong, eventually ruining your peace of mind and patience for wanting to support them. Retail workers in general have become careless, as for me adopting to a fully digital purchase has become less stressful.

This was recent experience of mine, decided to go for a bsnl ffth broadband connection, I knew i could apply online, but instead decided to go though the local bsnl contractor , I thought if they are making a few hundred extra from installing a new connection, let me help them. Only after 2 months into broadband being installed, I noticed the connection they installed for me is in someone else name and address smile

Deal Subedar Deal Subedar
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teriab33 wrote:

I was someone who liked to support offline consumer appliance shops even if it meant spending a few hundred / thousands more compared to online option.

But I noticed, most times the employees will mess something up for you, either getting the documentation wrong as in your case, entering the email address or phone number wrong, eventually ruining your peace of mind and patience for wanting to support them. Retail workers in general have become careless, as for me adopting to a fully digital purchase has become less stressful.

In my case, the problem is not from retailer’s end. My Invoice from reliance digital is perfect, name, phone, and email all mentioned, has even the Laptop Service Tag mentioned. It’s the Dell support that refuses to update warranty in their system and provide any support whatsoever. Several years ago, I had worked for Dell (for US Clients) and this company was really good back then or may be it was so only for US Customers.
Anyway.

Deal Subedar Deal Subedar
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cocay wrote:

In my case, the problem is not from retailer’s end. My Invoice from reliance digital is perfect, has even the Laptop Service Tag mentioned. It’s the Dell support that refuses to update warranty in their system and provide any support whatsoever. Several years ago, I had worked for Dell (for US Clients) and this company was really good back then or may be it was so only for US Customers.
Anyway.

Have you tried raising a ticket through email, because I have found nowadays companies prioritize web/email based customer support over supporting through voice calls.

Once a ticket is raised, all employees rush to resolve it asap and earn their brownie points.

Deal Subedar Deal Subedar
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161508-v2.0 wrote:

Last but not the least, try your luck at PGportal.gov.in and consumerhelpline.gov.in

Don’t have so much patience man. Given up!
Hoping that none of the parts malfunction within first year warranty otherwise it’ll be a pain to seek support from support.

Deal Subedar Deal Subedar
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teriab33 wrote:

Have you tried raising a ticket through email, because I have found nowadays companies prioritize web/email based customer support over supporting through voice calls.

Once a ticket is raised, all employees rush to resolve it asap and earn their brownie points.

They opened a case when I called first time on Dec 16th. All emails are going back and forth on that original ticket only. It’s still showing open.

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cocay wrote:

Don’t have so much patience man. Given up!
Hoping that none of the parts malfunction within first year warranty otherwise it’ll be a pain to seek support from support.

Your wish sir…

Tech Guru Tech Guru
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cocay wrote:

They opened a case when I called first time on Dec 16th. All emails are going back and forth on that original ticket only. It’s still showing open.

I also give up in such cases but I recently tried consumerhelpline.gov.in
And this seriously helps within 2-3 days, give this a try and raise a ticket against Dell grinning

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Original wrote:

I also give up in such cases but I recently tried consumerhelpline.gov.in
And this seriously helps within 2-3 days, give this a try and raise a ticket against Dell grinning

Do you know their support email IDs in case I wish to write rather than call? Any escalation email IDs or their CEOs ID?

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cocay wrote:

Do you know their support email IDs in case I wish to write rather than call? Any escalation email IDs or their CEOs ID?

Check pm.

Deal Subedar Deal Subedar
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A little offtopic but what spec you brought and for how much? smile

Deal Subedar Deal Subedar
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jambui wrote:

A little offtopic but what spec you brought and for how much? smile

Vostro 3401
i3 10th, 4GB, 1TB
29.9k
Did I over pay?

Critic Critic
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Always prefer dell exclusive stores to buy dell products if buying offline. Try pgportal & consumerhelpline site links given above as suggested by others.

Deal Subedar Deal Subedar
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guest_999 wrote:

Always prefer dell exclusive stores to buy dell products if buying offline. Try pgportal & consumerhelpline site links given above as suggested by others.

Dell exclusive stores were asking 39k for the same laptop while I got this at 30k. My first preference was Dell Exclusive only but couldn’t ignore such huge price difference.
The laptop is working fine, no issues as such.

It’s just Dell Support is horrible to say the least. Hadn’t dreamt this even in my wildest dreams. Anyway. Appreciate your input.

Deal Subedar Deal Subedar
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I had bought one from Amazon US through a friend and received it here. My warranty transfer was super smooth and no issues as such. Laptop also working fine. Don’t know if the service has deteriorated this much

Deal Cadet Deal Cadet
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In 30k, u could have got an Laptop with SSD and with Asus/Acer extended warranty in nominal cost like 499/999 for two years.

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Cool07 wrote:

In 30k, u could have got an Laptop with SSD and with Asus/Acer extended warranty in nominal cost like 499/999 for two years.

Didn’t want Acer.
Tried buying Asus but their specs were not mentioned in detail for all the laptops i considered (specifically the m.2 PCIe version+Lanes support).
I had, a day before buying Dell, finalized asus ultra 15 2020 version  i3 11th gen but it supported pcie 3×2 while the Dell i bought supports pcie 3×4. Hence dropped the idea of asus only because of this factor.
Given the current prices of laptops, i think i got a decent deal.
I already had sata SSD at home, so didn’t want SSD laptop. I’ll even sell the hdd from my dell on olx and use that money to buy a PCIe based SSD.

Missing