Problems with dell laptop.

Helix

Hi

I purchased a dell laptop at the end of august and its been working fine but recently I have been having problems with a loose connection in the power adpater so it will only provide power when the wire is held in the right position.

I contacted dell technical support and they confimed that it was a problem with the adapter and gave me the number where i could buy a new one. I told them that I shouldn't have to pay as I have had it under 12 months. They then told me that the warranty expired at the end of november. When I brought the laptop i chose the 90 Collect and Repair option because I knew by law they had to give me 12 months anyway. I told them that by law it had to be 12 months and they then accepted this but now they say the adapter isn't covered by it. They say "This cannot be classed as functionality failure" but surely if its not fuctioning as its meant to its a functionality failure. They then went on to say that it could be caused by wear and tear or rough handling therefore I have to buy a new one.

Surely they should replace this under the 12 month warranty they just seem to keep coming up with excuses?

Thanks
Craig

Helix

WARRANTY Unless otherwise stated, Dell guarantees to you that Dell-branded Products
will be free from defects for 12 months from delivery and spare parts for 90 days from
installation or delivery date, whichever is the earlier. Should Product be defective within this
period, Dell will repair or replace Product within a reasonable time. All reasonable care and
endeavour shall be used to resolve problems within a realistic period in the circumstances.

I have just found this in the terms and conditions but would a power adapter be considered a spare part as you can't really use the laptop without it.

arrowsmith

Talk to them on the telephone and say that you will buy one and then take them to small claims court.
Point out that you believe the terms and conditions of the contract are unfair and that under the Sales of goods act 1979 Products have to be of satifactory quality and fit for purpose.

If they don't want to provide you with one then do buy one and small claims court them for the amount.

Basil_Fawlty

don't you have to pay a fee for the small claims court?

smcaul

The power adaptor is part of the machine - quite how they can say it is not is beyond me. It was supplied with the laptop, and is needed for the laptop to work (either to charge the battery or to use direct from the mains). It is NOT a spare part, phone tham back and tell them you want a replacement - remind them that it will be far more serious for them if you end up getting an electric shock from a faulty cable, and that they may just want to rethink their stance. Good luck.

RedOnRed

A laptop power adapter is not like a standard PC kettle lead - one type fits all. They are very much machine specific. In fact it will most likely say somewhere under no circumstances should you use any other non model specific sort of power adapter. It's worth baring this in mind as I've known laptop power adapters to explode when people have tried an unsuitable alternative one.

That being the case, your power adapter should most definitely be covered under its warranty and as i've had experience of getting Dell to replace them uder warranty you shouldn't really have any problems.

worto03

I'll let other people advise law wise but see if you can borrow a power supply from someone else to test the dell lattitude range has a common problem with this & it's the connection on the back of the laptop (part of the motherboard) not the power supply at fault.

I'm not sure about other models but it's definately a common problem on latitude 600\610s

good luck,
worto.

Helix

Thanks for you help so far everyone.

Yeah, when I first contacted technical support they told me that the problem could be with the AC Adapter or the Port on the motherboard but its very rare for the port to fail. Unfortunately I don't know anyone who has the same dell power cable as me. I'm currently waiting for dell to ring back.

Helix

I have finally managed to get the power adapter replaced from Dell. The problem now is that there telling me if it is the port on the motherboard that its out of warranty for some reason. I didn't have the time to argue with them about it now but I will have to if it turns out to be that.

Basil_Fawlty

Helix wrote:

I have finally managed to get the power adapter replaced from Dell. The problem now is that there telling me if it is the port on the motherboard that its out of warranty for some reason. I didn't have the time to argue with them about it now but I will have to if it turns out to be that.

Fingers crossed it isn't that but try trading standards because all products should be free from faults for first 12 months, I think.

I know that if you want to return for a refund/replacement within 6 months it is up to them to prove at their cost that the fault wasn't there when you bought it, but after 6 months it's up to the buyer to prove that the fault has existed since purchase.

Good luck anyhow - I had to have my modem cable replaced and the courier was on my doorstep within 12 hours of the replacement authorisation, which was pretty impressive, for a company which made such a fuss to replace it in the first place. :rolleyes:

Poppycat

It should still be covered under the sale of goods act, whetehr its in gurantee or not one should reasonable expect a laptop to work for a few years at least, perhpas the battery would be the quickiest thing to go.

I think Dell are trying it on.