Bangalore Commission Clears Dell’s Liability In Light Of Goodwill Gestures And Technical Support To Customer

Brief Facts of the Commission:

Mr. Allwyn Cyrus (“Complainant”) had purchased a Dell laptop from Reliance Digital (“Reliance”) in Sahakarnagar, Bengaluru. The dispute arose due to the complainant's claim that he was deceived by a Dell representative stationed at Reliance regarding an extended warranty offer, which was later denied. The complainant had also raised concerns about issues with the laptop's performance, which remained unresolved for an extended period.

After numerous interactions with Dell's support team, the complainant filed the complaint in the Bangalore Additional I District Consumer Disputes Redressal Commission (“District Commission”) on March 15, 2022, seeking resolution and compensation.

Observations by the Commission:

The District Commission, after reviewing the pleadings of both parties, found that the complainant had purchased a Dell Inspiron 5482 laptop from Dell Technologies (“Dell”) on June 24, 2019. On July 24, 2019, the complainant initially contacted the technical support team of Dell, inquiring about the "Back to College" offer and reporting issues with internet connectivity on the laptop. During this interaction, Dell sent a technical support representative to address the complainant's concerns.

It was at this point that the complainant was informed by the technical team representative that in order to avail of the "Back to College" offer, he needed to register the product on Dell’s website within seven days of purchase, which the complainant failed to do. However, despite this, Dell provided troubleshooting services as per the terms and conditions of the warranty that accompanied the laptop.

Subsequently, when the complainant demanded the "Back to College" offer once again, Dell explained that they were unable to provide it due to the delay in registration and the time that had passed since the purchase. Moreover, Dell’s internal records indicated that they had made several attempts to contact the complainant to resolve the issue, but the complainant did not respond.

Furthermore, the District Commission observed that Dell had made subsequent goodwill gestures and offers to the complainant to address his concerns. These offers included discounted parts servicing and a waiver of onsite technician charges. However, the complainant did not accept these offers and did not respond to quotations or offers made by Dell.

Based on these facts and the conduct of both parties, the District Commission concluded that the complainant had failed to prove the alleged deficiency in service on the part of Dell. Dell had made efforts to fulfil its obligations under the warranty terms and had extended goodwill gestures to address the complainant's concerns.

Consequently, the District Commission dismissed the complaint noting that complainant failed to establish a deficiency in service on the part of Dell and indeed refused to accept the offers extended to him for resolution.

Case: Allwyn Cyrus R vs Dell Technologies

Case No.: CC/71/2022

Advocate for the Complainant: Party in Person

Advocate for the Respondent: Nayana Udayashankar

Click Here To Read/Download Order