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Complaint letter for cracked Dell laptop screen (2)

(People's Daily Online)

08:08, August 08, 2012

I felt the problem was caused by damage to the cables and wires inside the screen. I dialed Dell’s customer service hotline the next day, but the customer service representative said it was physical damage, and suggested that I contact the company’s after-sales service center in Dalian for paid repair. Afterward, I sent an e-mail to Dell China’s Technical Support Department, and the reply was that it was not covered under warranty and I had to pay to have it repaired.

In recent days, I have thought much about it, and conducted similar tests. I used three laptops before this one, and none of them were as delicate and fragile. I conducted similar tests using my old IBM laptop. Nothing went wrong even if I simply clutched its lid and walked around the room that way.

I never knew that Dell products, which used to be almost perfect in my eyes, could be so fragile, so easy to be “damaged at just one touch.” I was a loyal fan of Dell products, but the “accident” severely damaged my trust in Dell. I think the screen of Dell Inspiron 7520 is too fragile and can be easily damaged. Laptops are designed for portable use, and often used outdoors or in moving vehicles. No matter how high the screen’s resolution was, it would still be just a defective product if it was extremely vulnerable to crashes. After receiving my complaint, Dell's headquarters just told me over the phone it was not covered under their warranty, and gave no further explanation. I am dissatisfied, and do not understand it. Domestic consumers should really think twice about buying Dell laptops. In the meantime, I will continue to urge Dell to honor its warranty.

(The consumer’s opinion does not necessarily represent the views of People’s Daily Online.)

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