Laptop Modal & Specification
Modal: - Dell i5 3568
Notable Specification:- 4 GB DDR4 RAM, i5 7th Generation Laptop, Intel Graphic
Issue Before Part Replacement:- Screen Flickering, Speaker is giving weird sound it's looks like speaker is Cracked.
Issue After Part Replacement:- Screen Flickering, Speaker is giving weird sound it's looks like speaker is Cracked, Laptop Not Getting Charged, Laptop Performance is very slow.
Part Replaced:- Motherboard (1), Speaker (1), Screen (2), Screen Wire (2)
Once I purchased this laptop and installed windows on the very first day, and I came to know there was some issue with Sound And Screen. But I thought maybe this is not an issue, so I ignored it. Then latter I did not use this laptop for about 5 days, and after 5 days when I started using this laptop, i realized this laptop have to issue with screen and sound. So after few days, i asked my friend to check my laptop to clear all my doubts.
When he used my laptop for 10 minutes, he confirmed me about screen issue. However, he said Speaker is fine. (Well, that time speaker issue has just started it was not easy to identify.)
So after confirmation, i called customer care, and they took my PC on remote for more than 1 hour and made multiple tests, and then they come to know that there is an issue with the screen. Then they said they would replace that part.
After few days an engineer came and replaced that screen part but screen issue not gone. But, Engineer did not listen to me, and he said Screen is fine now.
But later when I feel that engineer lie to me then I decided to mail customer care again.
Till now speaker issue was increased and it was easy to identify it, so I mailed customer care about screen issue and speaker issue both.
Customer care said the First format your laptop it will be solved, But after format, i found issue was still there. Then they said they would have to replace screen again and speak.
Now I was waiting to get laptop parts replaced.
After few days an engineer visited my house to replace defective parts.
When I came to replace parts I was ok and said ok do it. But, somehow I asked him what part he is going to replace, and he told me that he is going to replace Speaker, Screen, Screen wire, and MOTHERBOARD. BOOM...... I was shocked that he will change motherboard too. Because I was informed by customer care that only screen and the speaker would be replaced But engineer was going to 4 parts including motherboard without informing me.
So, If I was not asked him that what parts he is going to replace, he would have replaced motherboard without my permission.
However, I said I am not going to take this service, and after few minutes I got a call from customer care, and they threaten me that I will have to accept this service otherwise they will not provide me any next service for free. And I was shocked.... I told him that you are going to replace parts without informing me, you should be sorry, but you are threatening me?
He did not say sorry, and no apologies, and then I had to disconnect the call.
Next day I sent mail again to that person who was handling my case and asked him that why you did not inform me that you are going to replace my motherboard.
He called me back and said these laptop models are having some issue with the speaker. It is a known issue which will be fixed after replacing the motherboard. This was a weird information for me, but I accepted it.
From now Dell Officials was also handling this case as I had mailed to Michel Dell.
Then engineer came and replaced all parts, and I found sound issue was still there and screen issue too so I informed them about it.
Sound issue was same very less as it was in started when I purchased this laptop. So again it was not easy to identify, but somehow engineer was able to identify it. But now he was trying to avoid giving any comment, But Dell Official was on call, and he started testing my laptops. And he continuously decreased Volume level. And when he keep Volume Level on 78% then speaker was almost fine but still had the issue.
Then he said your speaker is fine. I told him you are testing it on volume 78%. Then he said this laptop has a 2-watt speaker, so I need to use this speaker on Volume Level 78%. However, it was not easy ti detect speaker issue on Call with volume 78%, but the engineer was still able to recognize this issue. Then Dell Official Disconnect call and engineer started testing speaker again and when he decrease volume level on 60% then speaker working fine and he asked me to use it on 60% volume.
This was shocking information for me. As I never heard in the past. I informed him about screen issue, and both (Dell Official And Engineer) said it is now resolved.
Latter i received mail from Dell "After Part Replace Screen Issue is Resolve " For speaker issue, he told me as it has the 2-watt speaker, so the sound is normal.
I responded his mail.
Later when I opened the laptop, I found my laptop was working like Snail. My Browser was getting freeze. And when I put my laptop on charge I found laptop was not getting charged.
This time I decided not to talk dell official and ask directly for replacement. I called customer care and informed them about the issue. They took my computer on Remote, and they also found issue But they said they could not provide directly replacement, so an engineer needs to visit my house and analyze my laptop.
Later an engineer came and checked laptop and said he need to replace another part to resolve charging issue. I asked him for only replacement.
About performance, I showed him my browser, but he said it is loading slowly because of slow speed. Well, I informed him difference between slow loading and browser freezing, but he still did not agree with me,
Then I gave an example from my friend laptop too, but he said he would not compare it from the different laptop.
However, i am using 20 MBPS Internet connection in both laptops.
Well, All these diagnose was happening on calling it any customer care (maybe Engineers customer care) So they took my request for screen replacement and then engineer left my house.
After few days I got a mail from Dell to Send my laptop to the service center, and they will diagnose it again.Well, They Provide On-Site Service.
(One thing need to be noted, for them, my screen issue is resolved)
Then I made the call to Dell Official and this time they Their Engineers are Perfect Only in Part replacement. They are not good in analyze laptop issue. To Analyze laptop, there is some expert in the service center, so I will have to submit my laptop in the service center.
Again this was a shocking information for me. Did they change my 3+1 laptop parts without analyzing my laptop?
Now when I asked him about screen issue, Now this time, he said Last time Screen was not replaced as after screen replacement still my screen was flickering so they put back old screen and did not replace part.
Now we need to notice, in last mail, he said screen issue was resolved after part replacement, but this time he is saying they did not replace part because there was any other reason for this.
So if my screen issue was not resolved and there was some other reason for it then why they stop working on screen issue? Why did they not inform me that this issue is happening because of any different reason? Why did they not inform what steps they are going to take to resolve this issue?
Well, they did not do anything because they were trying to ignore this issue so after replacement till i made the call (approx 15 days) they never talk about screen issue. Also, they asked to submit my laptop in service center only because of performance issue and not charging issue.
After that, i asked this question to Dell Official, but he never answered me. He always responds to submit my laptop to service center.
Also, i asked " As he put back old screen as the issue was still happening so why did not put old motherboard back as speaker issue was not resolved" but he did not answer this question too.
Also, i asked, "If my screen issue was not resolved then why he mailed that he replaced the part and issue was resolved"?
He did not answer any of my Question but still asked me to Submit my laptop in the service center.
may laptop was 15 days old when I complained the first time and after that, they did multiple visits, they replaced multiple parts, They asked me to format my laptop two times, They took a long time in part replacement and which takes more than 2 months.
I got the warranty of 12 months, and my laptop is continuously getting serviced again and again. My laptop is not stable as they continuously replaced parts and asked me to format laptops multiple times. And still, they want to analyze.
If they want to analyze this laptop, then they should take this laptop from and provide me another laptop But these cheaters will not.
