Dell Hell

esmecullen

I purchased a Dell V305 all in one printer nearly 2 weeks ago for the office I work in.

Explained to the sales person who handles all my bosses purchases that I needed a printer for the office, and that it should be able to handle 500+ pages without the need to buy cartridges every few days. So the guy says "no problem madam the V305 is excellent for this, you will get 800+ before you have to replace the cartridges". As it was reasonable at £114 I purchased it using my credit card and was reimbursed by my boss the same day.

I arrived a week later. Set it up and started typing and printing letters. After a day I noticed the black ink going down very quickly. Then the colour cartridge emptied, so changed the cartridges when empty.

Same thing happened with the 2nd set of inks. Last Friday (6/2) changed them again for the 3rd time. Noticed that the message saying colour cartridge not in, so took that one out and replaced it with another. Called Dell tech guys that day and told them I was not happy with the performance of the printer. An Indian person says "no problem tell us what is wrong" Explained to them that the inks were not lasting, I was only getting 20 pages before I had to change the inks. "Oh, no problem we will have a tech guy call you shortly".

No call came. Was in the office this morning and called Dell again, first I was told that because I was valued customer they would replace it by end of the week but would send cartridges to tide me over, at no charge. Then I recalled them as I had informed my boss and he asked me to ask them rather than having a replacement could we send it back and order a laser printer, using the money already paid as part of the payment, the printer is still within the returns date. Call them and was told by another Indian "no you cant do that, you have to return and we refund in 3 months, you have to pay full amount" I told them that the printer was faulty and not fit for the use of business printing. I was them told I would have a call back from a manager by 12 noon. By 1p.m still not call back so called them again, told the same thing.

By this time I was getting quite a headache has I was giving the service number over and over again, tried to get a manager, was cut off. Tried again and cut off again. Tried again, and cut off again, done this 11 times!!

I goggled head office's number and actually spoke to an english woman who informed me head office didnt deal with complaints and there is nothing she can do, told to contact technical support. Told her that I was getting nowhere. She said again she cant put me through to anyone.

Emailed the guy that sold me the printer and listed my comkplaint. Email I got back said "You chose the printer, you accepted it, nothing I can do"

I'm at my wits end is there anyone who can give me a actual number for a complaints team where I can actually discuss this with an English speaking person rather than the Indian call centre who wont do a thing? I have tried the email addy in a previous post, but it bounces back, I've also emailed customer services on Dell's website who say it is nothing to do with them, they are now refusing to answer my replies.

Please help and sorry its such a long post

esmecullen

sorry for some reason it posted twice and I've made a few typos........ hard day at work and so tired!!

Sirbendy

Dell printers are just rebadged lexmarks if I recall...certainly the last 2 we had went the same way as the lexmark I had. Unimpressive tat.

For Office use, we now use HP lasers..currently testing 10k page toners, usually use 6k page toners. Spot on.

Brooker_Dave

esmecullen wrote: »

II arrived a week later. Set it up and started typing and printing letters. After a day I noticed the black ink going down very quickly. Then the colour cartridge emptied, so changed the cartridges when empty.

Using a cheepo inkjet for an entire office was your first mistake.

Using any inkjet in an office is a no no, next time buy a laser.

Brooker_Dave

esmecullen wrote: »

Emailed the guy that sold me the printer and listed my comkplaint. Email I got back said "You chose the printer, you accepted it, nothing I can do"

B2B transaction, so he's right.

dave_t_6

dell printers are re-badged lexmark printers pathetic ammount of ink you get in the ink cartridges stay clear of dell and lexmark inkjet and laser printers over priced consumables

bitsandpieces

Dell's customer service is poor, IME. They have an Irish call centre, but I don't know that that's any less bad than the Indian one; you may get someone fail to help you in a different accent, though

Better Business Bureau have dealt with UK complaints against Dell in the past, I think - worth a try? https://odr.bbb.org/odrweb/public/getstarted.aspx Or trading standards, if it's really not fit for purpose (as opposed to just a bad printer). It may be that - for a £114 printer - it's not worth spending the time, and you'd do as well to buy a good laser elsewhere.

Little_John

Contact Dell in writeing with the details of the order dates times etc sales person and any references you may have informing them that you were very specfic when placeing your order, in that you wanted in excess of 500 pages without replaceing ink cartridges. This is clearly a mis sold item and you would like to return it under the of Goods Act 1979. Supply of Goods and Services Act 1982. Sale and Supply of Goods Act 1994. The Sale and Supply of Goods to Consumers Regulations 2002.

Wherever goods are bought they must "conform to contract". This means they must be as described, fit for purpose and of satisfactory quality (i.e. not inherently faulty at the time of sale). The printer is not fit for the intended purpose it was purchased, there is no chance that I will be able to print XXX pages from a set of cartridges never mind the 500 that I require.

As an primarily online/mail order sales company I needed to be and was led by your sales person who said "quote what was said" It was his opinion of the printer and recomendation that resulted in me buying the printer and nothing else. He has sold me somthing that can not do the job it was needed for. Either the sales person doesnt have a clue what the products Dell sell and their uses or he doesnt have a clue what he is doing full stop.

Inform them of your repeated attemts to resolve the problem give details of phone calls etc oreders for ink cartridges to show how often your replaceing the ink.

Tell them what you want don't leave it up to them. Personally I would want a full refund and then go buy a printer that is capable of doing what you want. Laser printer all the way for running costs inkjet is too expensive The only inkjets that may come close are the HP business inkjets as they use large ink tanks.

Also put on the letter CC: credit card company and inform Dell then send a copy to the CC company with a letter informing them of the payment details etc and request that you would like them to be aware of the problem you are haveing should you wish to initiate the chargeback procedure. Hopfully Dell will sort it outwithout the card company doing their thing.

I wouldn't get any printer from dell they are rebranded lexmarks, the only place to buy ink or toners is dell so they cost a fortune to buy.

LinasPilibaitisisbatman

Little_John wrote: »

Contact Dell in writeing with the details of the order dates times etc sales person and any references you may have informing them that you were very specfic when placeing your order, in that you wanted in excess of 500 pages without replaceing ink cartridges. This is clearly a mis sold item and you would like to return it under the of Goods Act 1979. Supply of Goods and Services Act 1982. Sale and Supply of Goods Act 1994. The Sale and Supply of Goods to Consumers Regulations 2002.

Wherever goods are bought they must "conform to contract". This means they must be as described, fit for purpose and of satisfactory quality (i.e. not inherently faulty at the time of sale). The printer is not fit for the intended purpose it was purchased, there is no chance that I will be able to print XXX pages from a set of cartridges never mind the 500 that I require.

As an primarily online/mail order sales company I needed to be and was led by your sales person who said "quote what was said" It was his opinion of the printer and recomendation that resulted in me buying the printer and nothing else. He has sold me somthing that can not do the job it was needed for. Either the sales person doesnt have a clue what the products Dell sell and their uses or he doesnt have a clue what he is doing full stop.

Inform them of your repeated attemts to resolve the problem give details of phone calls etc oreders for ink cartridges to show how often your replaceing the ink.

Tell them what you want don't leave it up to them. Personally I would want a full refund and then go buy a printer that is capable of doing what you want. Laser printer all the way for running costs inkjet is too expensive The only inkjets that may come close are the HP business inkjets as they use large ink tanks.

Also put on the letter CC: credit card company and inform Dell then send a copy to the CC company with a letter informing them of the payment details etc and request that you would like them to be aware of the problem you are haveing should you wish to initiate the chargeback procedure. Hopfully Dell will sort it outwithout the card company doing their thing.

I wouldn't get any printer from dell they are rebranded lexmarks, the only place to buy ink or toners is dell so they cost a fortune to buy.

The acts listed refer to consumer, this was a business to business contract and thus contract law is the relevant statute.

dacouch

dell smell

esmecullen

Thanks everyone

Just to update you on this:

When I purchased this printer, it was only for the odd use, we have a really good laser in the main office, this was just for the occaisional letter we'd used inkjets before and never had any problems with ink running out so fast before. Even my own home printer which is a old HP inkjet would print 800+ before the inks ran out.

Also most of our office computers are Dell and we have had no problems with them and my boss has Dell at home, even his kids use Dell laptops.

This printer is surely defective and even the Indian guy on the tech side agreed that it must be. His line manager had even said that that we could upgrade to a laser if we wanted and pay the difference. 3 sets of inks in little under 13 days typing on average 10 short letters and Dell says now there is nothing wrong with the machine........ I dont think so!!

I contacted Consumer Direct who have stated that although I bought it for the office I used my own credit card to purchase it, it is by law, a consumer purchase technically it wasnt a business to business purchase. The guy I spoke to at Consumer Direct has told me to notify my credit card company and ask them to intervene on my behalf I spoke to and confirmed this with my credit card company who have informed me that it was a "private" not "business" transaction and to send the printer back to Dell via secure delivery, going to send it by our couriers rather than send it "snail mail" today and they will deal with claiming the costs back.

Now begins a search for a good laser printer lol