Dell UK - NIGHTMARE!

4540flossy

Having taken the plunge and ordered a dell inspiron 530S desktop to replace my ageing Advent, I was delighted at the ease of on-line ordering and the speed with which they delivered it to my door. However, that was the start of a week's nightmare which is still ongoing!

When I tried to turn on the computer, nothing happened. Somewhat surpised, I opened the case and found... Well, the Dell associate who put my PC together (and I use the phrase loosely) hadn't secured the hard drives to the chassis so that in transit that had fallen out of their brackets; one was lying loose in the base of the desktop, the other was hanging half-in an half-out of it's slot. The power cables weren't even connected and there were unconnected wires everywhere!

In two separate e-mails, I rejected the computer as unfit for use and insisted that Dell replace it with a like-for-like replacement. It clearly wasn't checked before it left the factory and many delicate companants may have become damaged through it's two journeys..

Dell agreed to pick up the PC, but I heard no reply to my e-mails. I've spent hours going around in circles on their phone system. Today I recieved an e-mail from Dell customer services saying that they had read my complaints and were very sorry etc etc and were glad to tell me that they had repaired it and would return it to me at their earliest convenience....

In summary they didn't read a single word I wrote and are trying to make me pay £700 for what is, in effect, a reconditioned PC.

I've threatened, cajouled and pleaded with them but to no avail and am not willing to let them win on this one!

Anybody got any advice? If it arrives back with me, I will be taking a drive to Bracknell, that's for sure!

d.edna

You voided any warrenty by opening it, how do they know you haven't tampered with it?

In my opinion, they havefixed the issue. you might get a courtesy credit thats about it

basill

Opening the case of a PC is not going to void Dells Guarantee. Dell and most other PC manufacturers allow their machines to be opened and indeed upgraded. Should service be required they will insist that any customer added parts are removed as only the original configuration is covered.

It sounds like your machine had a rough ride from Ireland. I`m not 100% sure but I think you might be able to refuse the machine using the distance selling rules.
That said manufacturers are entitled to have a go at repairing faulty machines and if it works when you get it back it will still be covered by the guarantee.

B

Daytona_nev

4540flossy wrote: »

Having taken the plunge and ordered a dell inspiron 530S desktop to replace my ageing Advent, I was delighted at the ease of on-line ordering and the speed with which they delivered it to my door. However, that was the start of a week's nightmare which is still ongoing!

When I tried to turn on the computer, nothing happened. Somewhat surpised, I opened the case and found... Well, the Dell associate who put my PC together (and I use the phrase loosely) hadn't secured the hard drives to the chassis so that in transit that had fallen out of their brackets; one was lying loose in the base of the desktop, the other was hanging half-in an half-out of it's slot. The power cables weren't even connected and there were unconnected wires everywhere!

In two separate e-mails, I rejected the computer as unfit for use and insisted that Dell replace it with a like-for-like replacement. It clearly wasn't checked before it left the factory and many delicate companants may have become damaged through it's two journeys..

Dell agreed to pick up the PC, but I heard no reply to my e-mails. I've spent hours going around in circles on their phone system. Today I recieved an e-mail from Dell customer services saying that they had read my complaints and were very sorry etc etc and were glad to tell me that they had repaired it and would return it to me at their earliest convenience....

In summary they didn't read a single word I wrote and are trying to make me pay £700 for what is, in effect, a reconditioned PC.

I've threatened, cajouled and pleaded with them but to no avail and am not willing to let them win on this one!

Anybody got any advice? If it arrives back with me, I will be taking a drive to Bracknell, that's for sure!

Get a refund and build your own PC. Its much more cost effective and isn't difficult.

'Upgrading and repairing PCs' by Scott Mueller will teach you all you ever need to know to maintain a self built pc yourself. That and google.

deanos

Daytona_nev wrote: »

Get a refund and build your own PC. Its much more cost effective and isn't difficult.
.

At Dells silly prices i doubt it, its not worth it nowadays

poet123

I had an issue with Dell some time ago. I had paid by CC,I told them categorically that if they did not replace rather than repair I would cancel the payment via CC and they would have to collect the PC from me.

They tried to call my bluff,but I gave them 2 days to decide(Istill had the original faulty item which I refused to return till a new one was despatched to avoid the scenario you describe)

Eventually they ordered a new one and I then returned the faulty one once I was sure the new one worked properly.

. Just be firm and keep saying the same thing over and over till they get the message. I just kept saying I will not even discuss the repair option and will end the conversation and do a chargeback on my credit card if you bring it up.

Good luck.

Daytona_nev

deanos wrote: »

At Dells silly prices i doubt it, its not worth it nowadays

Pick me any dell PC and i bet i can find the parts to build the same spec for cheaper!

kuohu

If the PC is as good as new when it arrives back then what's the problem?
The complaint seems to be based upon an assumption that it won't be as good as new.

deanos

Daytona_nev wrote: »

Pick me any dell PC and i bet i can find the parts to build the same spec for cheaper!

http://configure.euro.dell.com/dellstore/config.aspx?b=&c=uk&l=en&oc=D102004&s=bsd&dgc=AF&cid=5213&lid=122757

305-D102004 £198.58 Delivered.
Vostro 200 (D102004)

Intel Pentium Dual-Core E2180 Processor (2.00GHz,800MHz,1MB cache)
Genuine Windows Vista® Home Premium with Service Pack 1, 32-bit - English
2048MB 667MHz Dual Channel DDR2 SDRAM [2x1024]
250GB (7200rpm) Serial ATA Hard Drive with 8MB DataBurst cache
Integrated Intel Graphic Media Accelerator X3100
Display Not Included
Integrated 7.1 Channel High Definition Audio
Dell Entry Quietkey USB Keyboard - UK/Irish (QWERTY)
Dell 2 Button USB Optical Mouse
Microsoft Works 9.0 - English
McAfee Total Protection for Small Business - 30 Day Trial Protection - English
1Yr Basic Warranty - Next Business Day Onsite
16x DVD +/- RW Drive

Daytona_nev

you got me on that one. mine would be £10 more.

Though its the high spec machines where you really start to save alot.

Josepina

Dell customer support is apalling. I'm still struggling with a broken dell laptop. The graphics card failed in April this year, the laptop is only 2 years old but they say they no longer stock the parts!
I've sent them letters via registered post which they fail to reply to.
I'm also pursuing them via trading standards as I believe the graphics card failed prematurely (it is my 2nd card in 2 years) although trading standards aren't being very helpful.
I'm also contacting the credit card company as they are jointly liable.

So if I were you I'd try trading standards etc but if its an option go for refund and see if you can find someone locally who can help you to possibly build one.

I'm thinking of taking Dell to small claims court, I think they wouldn't turn up which hopefully would mean I automatically win (I think)