Grievance regarding DELL INSPIRON 5521 Base Laptop

[Sourav Kundu]

Dear Dell Customer care ,

On 27th May,2013 I bought a "DELL INSPIRON 5521 Base (Service Tag : xxxxxxxxxx , Express Service Code : xxxxxxxxxxxxxxx)" at Peterborough,United Kingdom .

Unfortunately, your product has not performed well since the very beginning . I am disappointed because I had to replace my faulty hard disk within 4 month of purchasing the laptop . Now before completion of 1 year , the LCD screen has turned into white and I am not being able to see anything on the screen.

I have already communicated the same to the customer support centre of Dell care . Please note, my Laptop is still under warranty period . The damage caused by the electronic failure and not caused by any external pressure , still the Dell customer support centre still wants a fine of amount £130 for the repairing of the LCD screen .

To resolve the problem, I would appreciate if you kindly repair the LCD screen without any fine considering that the laptop is still under warranty period OR refund the entire money to my HSBC bank account as I do not want to face any other problem with the laptop. Enclosed are copies of my records : Order confirmation .

I look forward to your reply and a resolution to my problem and will wait until 17th April before seeking help from a consumer protection agency or the Better Business Bureau. Please contact me at the below address or by phone :

Mail id :

Ph no :

Sincerely,

xxxxxxxxxxxxxx

[Conniff]

Try emailing the big boss direct - [email protected]

 

 

Don't use the word 'fine', only courts can issue fines, what you are being asked for is a penalty charge.

[rebel11]

Hi Kundu

 

Why did you replace the hard disk, when the product was under warranty?

 

'Your order', attachment has been unapproved as it has your personal details.

[porkyp1g]

Yes, you've possibly invalidated the terms of your agreement with them by replacing the hard drive. Is the screen cracked, or just white?

[Sourav Kundu]

Hi porkyp1g ,

 

The top most part of the laptop is white and also some black spots are also coming on the screen . And how can I invalidate the terms by replacing the hard disk ? It was within warranty period.

[Sourav Kundu]

Hi rebel11 ,

 

I bought the product on 27 th May 2013 and now it is 24th April ,2014 . So it is still under the 1 year warranty coverage .

I replaced the Hard disk , as it was damaged . The media part of the hard disk became corrupted . So I have made a call to the DELL and they have replaced the Hard disk . I replaced it on around December , 2013

I am not able to see anything on my screen now. It is totally unusable now . Please suggest me what to do now .

Edited April 24, 2014 by Sourav Kundu
Adding few more points

[Sourav Kundu]

Conniff,

 

I have emailed to the above mentioned email id .

Yes, Its a penalty Charge they are asking for . Initially they demanded £60 , but suddenly they have increased their demand to £130 .

[rebel11]

I've highlighted two sentenced below, they have two different meanings, both can't be correct, so which one is correct?

 

 

Hi rebel11 ,

 

I bought the product on 27 th May 2013 and now it is 24th April ,2014 . So it is still under the 1 year warranty coverage .

I replaced the Hard disk , as it was damaged . The media part of the hard disk became corrupted . So I have made a call to the DELL and they have replaced the Hard disk . I replaced it on around December , 2013

I am not able to see anything on my screen now. It is totally unusable now . Please suggest me what to do now .

[Sourav Kundu]

I've highlighted two sentenced below, they have two different meanings, both can't be correct, so which one is correct?

 

I replaced hard disk ....

[matt v atos]

connect a ex monitor then have a look at your hardware drivers!

[Conniff]

connect a ex monitor then have a look at your hardware drivers!

 

 

Oh no, not the driver devil. No matter what the problem, no matter where it's posted, someone always comes up and says you need to update your drivers.

 

 

I've got a crack in my screen, will that be due to the drivers

[BazzaS]

Oh no, not the driver devil. No matter what the problem, no matter where it's posted, someone always comes up and says you need to update your drivers.

 

 

I've got a crack in my screen, will that be due to the drivers

 

Agree that for physical damage it is unlikely the drivers. (Unless it got damaged in a car crash!, but then it is a different sort of driver)

 

However, sometimes it IS the drivers for a non-damage fault : so it isn't wrong to exclude them. Connecting up an external screen will also help identify where in the "video path " the problem is : if the problem is also present the same on an external screen think of the video card, if absent on the external screen the video card is OK, and the issue (driver or physical) lies with the laptop screen.

[rebel11]

Hi sourav

 

You could transfer the Warranty, from the country where you purchased the laptop to your resident country. It will make it a lot easier for you to deal with this matter.

 

As long as replacing the hard disk hasn't caused your present problem you should still be covered, as long as their Terms and Conditions don't say other wise.

 

http://www.dell.com/support/retail/us/en/19/ownershiptransfer/IdentifySystem

[Sourav Kundu]

Thanks rebel11 for your suggestion .

 

Actually , the laptop is with my wife and she is in UK now. So I can only transfer the warranty once she is back . However, me and my wife have discussed with the DELL technical support staff several time . Each time time they are reluctant to help us and demanding some more money . Last they have demanded £150 for the LCD screen . I am getting really irritated . The laptop is totally unusable now and she has to sit idle .

 

I think I will have to wait till the warranty period is over and have to pay the penalty price. At least we can use it .

[labrat]

might sound silly but black spots on lcd, white above them

 

sounds like me to possible internal damage to lcd, i know it isnt what you wanted to hear but having seen several hundred cracked screens a year it is what i would ussually describe it as

 

is it possible to get a picture of the laptop it would help us be able to say a little more definatly

 

if its pure white, it might be a loose cable - it happens

if its pure white but after a few seconds black spots come and go then i would suggest graphics on the mbd is dead

 

i really really really doubt drivers, if it was drivers you would still see the bios splash screen and loading screens with no issue