3 faulty laptops from Dell!!!

Myosin

I bought a Dell Inspiron 6000 after much advice from all ye Techies, but when it arrived, it had clearly been used as the keys were shiny with wear, there were pictures of a family and children and also there was a dead pixel on the centre of the screen.

I contacted them, they sent me a laptop but this one had rubber pads which didn't line up, consequently it slid around every time I tried to open/close the lid, unlike the first one which sticks like glue to my work surface.

I contacted them again and they sent a third replacement, again, the rubber pads were uneven. I wondered if perhaps all the flat surfaces in my house were somehow uneven so took it to a friend's house, and the left two pads didn't make contact with the desk surface, making it slide around.

Now that they have picked up the 2nd and 3rd laptop for an 'analysis' of what went wrong, I haven't heard anything.

I am fed up with this and as I paid on a Barclaycard Credit Card, I understand I am covered by the Consumer Credit Act; can I phone Barclaycard and ask them to withdraw the payment for the laptop as it is faulty? What am I supposed to say to Barclaycard, seeing as they are also liable under the CCA? Also what can be done about Dell, the muppets they are? I wonder if they were playing games, knowing that I complained about the faulty rubber pads, sending a third one with the deliberate error to smear my image? It does look odd that I have had 3 out of 3 laptops faulty doesn't it?

I am really annoyed about this so would appreciate any help and advice from you guys. Cheers! :beer:

Fraserca

Surprising how bad the service is.

I think that you would be entitled to reject the item and ask for a full refund from Dell. You may have to give them one more chance to get it right ( since this is your first formal complaint ) . Say this time that you want a permanent solution or you will repudiate the contract unless they supply satisfactory goods this time. Put that in writing and confirm delivery. If that doesn't work demand a refund.

Get the local trading standards office at your Town Hall involved - they love these cases as its clear cut and they can feel important sorting something out that really should resolve itself as Dell are not rip off merchants.

Myosin

Thanks for that. I'm getting an email ready atm to send to them.

Anyone know what rights I have under the Consumer Credit Act??

ABH_3

Myosin wrote:

Thanks for that. I'm getting an email ready atm to send to them.

I wouldn't rely upon email at this point. Much better to rely upon a registered letter sent directly to their UK registered office. An email is going to end up in the inbox of a customer service representative who probably won't have the "power" to do anything beyond the level of service you are presently receiving ie: sending you another laptop. You need to attract the attention of a manager or above.

Anyone know what rights I have under the Consumer Credit Act??

You have the right to receive a product as specified in your order, the right for it to be of "merchantable quality" aka "fit for the purpose" etc.

The problem you are facing is that Dell operate as do a number of other companies whereby if you send something back over a certain time period ie: 7 days. They replace it from "stock" which could mean refurbished or previously returned stock. As opposed to what you would assume to be new stock direct off the production line.

My advice, inform your credit card company of the problems and keep them updated as to what you are doing about it. Your cc company may feel you have been suitably messed around by Dell and they will either get involved and solve the problem on your behalf or just give you your money back.

HTH

CrazyChemist_2

They have an email address for complaints:

uki_customer_complaints@dell.com

It goes to their offices in Ireland, not India. Not sure what sort of level of management will see it but it's worth a shot.

Out of interest with this Consumer Credit Law, would they give you the money back and then the credit company would take the laptop off your hands or do you get to keep it?

Malestrom

Why would you get to keep it? Can't see any possible reason why you might think that.

CrazyChemist_2

Just a thought as it could have been some sort of goodwill gesture? Sounds like the OP has had a bad time with Dell, they should make a substantial gesture to say sorry. Most companies are rubbish at picking up the pieces when things go wrong, I had a bad experience with Tiny before they went bankrupt three times and took our warranty with them :mad:

I'd like to know what happens with this issue as I'm considering a laptop/desktop from Dell, but other places too, to replace my PIII 800Mhz at home which is slowing down beyond belief!