Refusal/delay for warranty services by dell
giridharan
(Querist) 30 December 2014
This query is : Resolved
I purchased a DELL Laptop from Compu-India on 06/09/2014 which carries 1 year warranty. My son has taken this to GERMANY where he is studying now.
On 23/12/2014 the system failed and the DELL service personnel at GERMANY zeroed the defect as "Mother board failure". They said the parts are not available at Germany. When I sent the mail to DELL at India,asking for service support, they delayed, and they now after 5 days say that this system does not enjoy warranty at Germany.
I was not made known about this before purchase, and to my knowledge their internet site also do not speak any such restrictions. When I asked them to highlight the exact words they mentioned in their warranty policy, they are not doing it. They only speak to me over phone and do not confirm anything in mail.
They only say that they will rectify it only if the system is brought to India, before Warranty period. The to and fro freight will cost nearly the price of Laptop, and mostly my son may come back to India only in 2016, by which time the warranty will lapse.
Further due to necessity he had to purchase a new Laptop at Germany exhausting his useful EUROS meant for food and studies there.Further because the Laptop was not rectified the useful data stored in the old Laptop could not be copied into new laptop and so the data is also lost for now. I am at a fix as to how to move forward with this.
When their "URL site " give the service centers all over the world, Can they say that the Laptop which is meant for mobility will not be supported in a particular country.
If it is so should they not mention about this exclusion clause in their URL.
Is there any legal remedy available for me in this.I request the learned lawyers to advise me in this regard. I will give any information that may be needed.
Thanks, J. Giridharan
Dr J C Vashista
(Expert) 31 December 2014
File consumer complaint for deficiency in service.
Devajyoti Barman
(Expert) 31 December 2014
Unless the product has Global warranty, you can force to get its benefit out of india. You have to be governed by the terms of the warranty as decided at the time of purchase Now nothing could be done.
malipeddi jaggarao
(Expert) 31 December 2014
Study the warranty properly still if you do not find any such restriction, you can file complaint in consumer forum. Alternatively, you can ask your son to send the same through somebody to you and get it rectified in India.
Rajendra K Goyal
(Expert) 31 December 2014
There is general problem with laptops of dell about mother board in some models.
You have no claim till global warranty clause exist. Your son can send it to India by courier / post if charges are less.
ajay sethi
(Expert) 31 December 2014
ask your son to courier laptop back to india . since it has 1 year warranty clause dell would replace the mother board
T. Kalaiselvan, Advocate
(Expert) 01 January 2015
The experts have advised well. Please go through the warranty card to verify and confirm if it is covered by global warranty scheme, if yes, then you can very well contemplate to initiate deficiency of service case before appropriate consumer forum.
giridharan
(Querist) 02 January 2015
Dear experts,
Thanks for your response. I searched the box and there is no separate warranty card as such was given and they only asked to register online for warranty.
To my reading of the website of DELL has not excluded any specific country but has appended the contact numbers of various countries for service. I had a chat session with AMAZON, and DELL USA and asked for confirmation about warranty for this particular model. Both of them has confirmed that the global warranty is available for this particular model of Lap top. The chat is recorded and available as soft copy and if need I can forward also. The bringing back by courier is a costly affair.
In the mean time I had to ask my son at Germany to purchase a new Laptop for immediate use, and this is an additional burden of scarce foreign currency. I a in a fix as to how to proceed further, and I need guidance from the experts in this regards. Is it possible me to fight with Corporates and get justice is also a anxiety. Kindly help in this.
Regards, J. Giridharan
malipeddi jaggarao
(Expert) 02 January 2015
Since you have proof that the articles covers global warranty, once again represent in writing to the seller to replace the defective piece or provide service. If there is no response file a complaint in consumer forum for deficiency or service and claim damages.
T. Kalaiselvan, Advocate
(Expert) 02 January 2015
Yes, expert Mr. Malipeddi Jagga Rao is right in opining that you should communicate to the vendor in writing informing about the defective piece of the product during the warranty period and seek for replacement, this should be followed by a legal notice and a case with the consumer forum. They can be taken to task.
