Other Customer Service Support

[ladumor]

Dear Customer care executive,

I have purchased Dell G15 online a few days ago and now it is showing a display problem. The product I have purchased and gifted to my friend. He send me the snapshot of the display problem which is attached for your reference. The display went off and comes back in some time. He is very annoyed with this problem and frustrated because of this issue. This is really showing the very bad impression of me on him as I have gifted him this product. He is working right now and has no time to even replace or to get it checked out. Now you tell me what is my fault in this as I have to face such things from my friend after gifting him a costly Dell G15 laptop.

This is really not acceptable from a brand like you.

I want your reply on this matter.

[hockeycanuckjc Community Veteran]

Dell manufactures the product, Best Buy sells them sealed in the box, does not test them before going on the shelf because of the brand new nature of a product. 

If the unit is under warranty, you may be able to get warranty service for the laptop from any Dell Authorized service center in the area they live in. You would need to forward them a copy of your receipt and Dell would have to authorize it to be taken in.

I'm not 100% sure but back in the day, Best Buy was an authorized service center for Dell repairs according to a 2008 website I read but it's good to check that out. Maybe an employee can confirm this status. 

FYI Dell has their own online community for Customer Support

https://www.dell.com/community/Dell-Community/ct-p/English

You can reach out to the community through expert end users to see if there is something that can be done about it without having to take it in. 

[Kadian-BBY]

Welcome to the Best Buy Forums!

Hi ladumor! Thanks for stopping by our community forum. I completely understand your concern around this defective unit, I know when you gift someone a great gift you want them to enjoy it and be happy with it. Like hockeycanuckjc mentioned, these items do come directly from the manufacturer, so it's unfortunate that this unit was defective, but I'm sure your friend will understand this is not your fault.

You mentioned buying this product a few days, so if you're still within our Return & Exchange Promise, you're able to do an exchange in store or print a return label through your online account. Please view the full details here, https://bby.me/kw7kyv.

If the item is pass the return period and there is a Geek Squad Protection Plan on the item it's still covered and can be serviced in store. If it's pass the return period and you do not have GSP on the item, most items do have a 1 year manufacturers warranty and will be covered under that for defects. 

Hopefully that answered your question. Let me know if you need further assistance. 

[ladumor]

Right now, I'm in trouble. he is currently in india.There is no international warranty.
so, I am not able to go to dell support.

so, what do I do now?

can you compensate me for the inconvenient I have?

So, I can get it repaired in dell support in India.

[Kadian-BBY]

Hello ladumor, I completely understand your concern here, however this is not something we can provide compensation for. As mentioned previously if your product is within the Return & Exchange Promise you will have to be able to send it back to us for a replacement or return. If you are outside of your return period, your product comes with a 1 year manufacturers warranty for defects, however like most warranty for products purchased in the US, if the product isn't sold in the country your friend is in, unfortunately they will have to bring it back to the US to get repair options from the manufacturer. 

Best,