Advice needed dealing with Dell Support

Teez73

Folks,

Whilst in Madrid (I'm UK-based) my laptop died. I reported the problem to Dell on Tuesday and thought I'd have a repair on Wednesday as I have their International Next Business Day Guarantee.

Unfortunately it didn't work out quite how I thought and after many long phone calls I'll be lucky to have it fixed Monday. Basically nobody phoned me on Wednesday and when they phoned me on Thursday it was only to tell me they couldn't fix the laptop until Friday (but I was flying home on Friday).

I'm in a really bad situation now. The laptop is 3 years old and has already had major repairs (this is the second graphics card replacement and there was also a screen replacement). I bought the laptop on the basis of being repairable internationally the next day.

I guess I could investigate the possability of claiming back the extension I bought to the insurance (an extra 2 years for just over £100) but that still leaves me with a laptop that cost nearly £2000 3 years ago that I can't use to work abroad. I'll probably be forced to buy another laptop as I simply can't afford to have it die whilst abroad.

Anyone out there have similar experiences or suggestions as to what I can do? I feel as if there's nodody at Dell UK I can speak to that isn't outside the call center that is causing my problem.

Cheers,
Teez.

Conor_3

How does that work then? You somehow think it's possible to collect your laptop, get it shipped to the company which is in another country, get it repaired and returned by the following day? Wow.

I've met some stupid intelligent people in my time..... Common sense would tell you that isn't going to happen. Getting it to them or getting it back to you, maybe, but there'd be no way in hell it could get to them, get repaired and shipped back by the following day. The logistics alone wouldn't be able to manage it even if you flew it direct from your house.

coolagarry

You're not on your own. Here is anothers experience.
http://www.bizjournals.com/sanfrancisco/stories/1999/04/26/smallb5.html

Teez73

Conor wrote: »

How does that work then? You somehow think it's possible to collect your laptop, get it shipped to the company which is in another country, get it repaired and returned by the following day? Wow.

I've met some stupid intelligent people in my time..... Common sense would tell you that isn't going to happen. Getting it to them or getting it back to you, maybe, but there'd be no way in hell it could get to them, get repaired and shipped back by the following day. The logistics alone wouldn't be able to manage it even if you flew it direct from your house.

Errr... that's EXACTLY how it works! Hence the name "Next Business Day Guarantee".

The "common sense" part you missed is that there's no shipping involved they send an engineer to your location.

I found your post rude and very uninformed.

5bellies_2

If they have failed to live up to the contracted term 'next business day' then there is right of a claim there, assuming there isn't some pedantic clause in the contract.

However on the longer thought of 'what if...' You'll be stuffed no matter what you buy if someone isn't going to honour the contract. If it's an essential you should treat it as disposable. Keep your essentials backed up at all times and be fully prepared to go out and buy another if the little sod bites the dust.

After all, you've spent £2000 on three years of computing. That's eight laptops on the current Morrisons deal! How many would you like to break?

Teez73

coolagarry wrote: »

You're not on your own. Here is anothers experience.
http://www.bizjournals.com/sanfrancisco/stories/1999/04/26/smallb5.html

Thanks... at least I know I'm not alone. I guess there's very little I can do