Consumer Credit Act for Faulty Dell Laptop

Myosin

I bought a laptop from Dell, and have had numerous problems with the company - now they won't even reply to my emails having given me two replacements which were both faulty.

What rights do I have under the Consumer Credit Act, as I've been waiting and emailing them with no response for the last month. I bought it on a Barclaycard Credit Card.

I'd advise you all against going to Dell because all they do is harrass you into buying then don't give Customer Service. How on earth they have been given numerous "Customer Service Awards" (displayed on their site) is beyond me.

I'd appreciate any advice as I've never had problems with such a shoddy company before.

Thanks! :xmassmile

jonesMUFCforever

What exactly were wrong with the laptops?
I have had no personal dealings with Dell but I think what you wrote about their 'faked' Customer Service Awards could be libel unless you can prove it to be true. Be careful!

YorkshireBoy

Your Barclaycard T&C's will detail their 'possible' responsibility for your purchase. The following may also help...

http://www.oft.gov.uk/NR/rdonlyres/DB431C9A-F28B-488A-B4C7-58C51C045169/0/oft303.pdf

Echo ejones999's point about your 'faked' statement. Maybe you should remove it?

Myosin

Thanks, I've changed my post don't want MSE/me to be sued!

The first laptop (which I still have now) arrived with worn out keys, a faulty screen (dead pixels) and family pictures on the My Pictures folder. It obviously isn't a new one which is what I ordered.

I contacted them and they sent a replacement, however, the rubber pads on the bottom were badly out of place, or the plastic on the bottom was warped, so every time I tried to open/close the lid, the laptop slid around.

I contacted them again and they sent another replacement, this time the pads at the back didn't make contact with my desk surface. This seemed very odd, almost as if I was being pushed around - the first laptop grips any surface like glue, I wonder why not with these ones :mad:

It's worth pointing out that I did try them on many different surfaces just in case my desk was somehow curved.

I contacted them again, and they said that they would pick up the replacements and see what had gone wrong with them and why they were dispatched while faulty.

Before the laptops were collected I was contacted every couple of days non-stop. Since they picked them up I've heard nothing and when I email Customer Services I hear nothing back. I've had silence for the last month and to be honest I'm fed up. I'm still using the first laptop which is clearly second hand, not new, but have paid full price for a brand new one.

I hope this helps you understand the situation...

Thanks for that link to the OFT article - it's very informative - I'll be giving Barclaycard a call sometime soon, just to register that I'm having problems with Dell. Btw, what is likely to happen when I contact Barclaycard about this? I know they have 'equal liability' but what exactly would they do, i.e. send/order a replacement or refund me?

jonesMUFCforever

Right you were sold items described as new but were quite clearly sold second hand units. Go back to Barclaycard and ask for a chareback because of what you have told us.
Then tell Dell by email (copy and print out a copy) asking for a receipt when it is read, telling them to collect at their cost the laptop in your possesion. When you have been refunded buy elswhere.

Myosin

chareback?

Angie8

You are protected under the Consumer Credit Act and can ask your credit card provider to do a chargeback against Dell.

This means that Barclays will attempt to recover your money back from Dell.

The process is called a chargeback. Phone Barclaycard and tell them the situation and that you want to do a chargeback - they'll put you through to the relevant department.

You will have to fill in some forms to get your money back and it does take some time but you should eventually get a refund using this method.

You will usually have to exhaust all other channels first, for example, writing to Dell to complain, and ask for your money back, etc.

I did a chargeback earlier this year - I had some fencing work done on the front of my house which was shoddy. The fencing company removed the fencing when I complained and refused to refund my deposit. Fortunately I'd paid by credit card, and I did a chargeback and eventually got the money back - took around 3 months though.

YorkshireBoy

Myosin wrote:

chareback?

Chargeback (to your credit card).

Rafter

Are you sure you didn't buy a seconds machine or returns machine from dell on some sort of deal?

I cannot believe they would ship obviously used equipment to you unless this was the case?

R.

Myosin

I did contact Barclaycard and was told that I'd receive a 'Claim Pack' within 5-7 days. I assume this is the chargeback then? Sorry, I should have realised the 'g' was missing from 'chareback' !

When I contacted Dell initially, they were very apologetic and sent a replacement under high priority. However, as above, that was duff and the next one too.

I still haven't received a reply to my email from Friday. Dell are a shoddy company and deserve to go out of business. I will not hesitate to spoil their image if they can't even be bothered to help existing customers such as myself.

If they have refused to reply to my email, does that mean I have exhausted all channels? I did mention in the email that if I didn't hear from them with a satisfactory and permanent resolution to my problem I would be contacting my credit card company to withdraw the payment. If they haven't replied to that then should I assume they agree/don't care?

Another problem is that I am unable to find another laptop of similar spec for the same price, the nearest spec is around £100 more - could this be claimed at all? It's not like I don't want their laptop - I just want a new laptop, which I paid for. I'm not being given the opportunity to get that, so it isn't like I'm choosing to go elsewhere is it?

intel

Hi Myosin

I cant believe you are still having trouble with Dell (Trotter's) I mean how long is it now
for the amount of time you have been messed about I would be tempted with Trading Standards. http://www.tradingstandards.gov.uk/ just to see if they can give any advice along with your local CAB office, Best Of Luck.