Dell laptop...what was I thinking!

dearbarbie

A few weeks ago, my laptop broke. I'm self-employed as a freelance writer (as well as a day job) so needed to replace it pronto.

Shopped around, great deal from Dell. Arrived yesterday. Turned it on. Loads of fancy red lines and distorted screen, not usable. And no charging light either. Called them, did some diagnostic checks, said they'd be sending an engineer out tomorro between 9-5. So there's problem 1, gettting time off at the day job at ultra-short notice. They said someone would call me today to sort a time.

This morning I thought, hang on, why aren't they replacing it, it was new and doesn't work and is within 14 days or whatever...so I called them. A new laptop request would have to go through the call centre person's supervisor, and could take up to 2 weeks to arrive, plus the faff of sending the faulty one back - I need the laptop as I'm losing earning the longer it's not working for so opted for the engineer option. Which now - different call centre person - will come anytime in the next 5 business days!!! HOW can one plan time off for that? So tempted to send the thing back, ask for a refund (if there's no wording in their warranty suggesting I can't), and get down to PC World. I'm losing money!

Anyone had any similar debacles with them? Any ideas? I'm so frustrated!!!

macman

You seem to want the best of both worlds. They offered to come out and fix it next day-too soon. Then they offered to fix it within 5 days-too long.
It may be a simple problem that is quickly rectified, it may be more complex, it may need replacing anyway, why not at least give the a chance to sort it out.
Is your old laptop fixable as a temporary option?

[Deleted User]

Did you buy a laptop from the business or home range? The Vostro's come with the better support options which would be the next business day, whereas they're in no great rush for the home ones.

dearbarbie

ha - you're right, i do want both! It's just annoying that they want to fix it during business hours when you'd assume a lot of their customers are personal computer users who have day jobs so they'd be flexible?

I have a vostro 1510 (i think that number's right) so hopefully can argue that! Thanks

Can't use old laptop, it's totally defunct

theartfullodger

if there's no wording in their warranty suggesting I can't

Is there any wording in their warranty suggesting you can't charge them for cutting your grass?? I think your understanding of guarantees/laws is a bit sparse...

If you bought on t'IinterWeb or over the 'phone then "Distance Selling Regulations" come in & you have a seven day cooling off period.. see
http://www.oft.gov.uk/advice_and_resources/resource_base/legal/distance-selling-regulations/

You ask if anyone has similar debacles: Well the reverse. I had a Dell Laptop. It died on me, I 'phone Dell. I was polite & patient (hint - this sometimes helps.. I'm sure you were sir..) and I was surprised to hear them say "Oh it's a week out of warranty but send it back & we'll fix it".

One new display & motherboard & back she came...

What fascinates me about your post is the sentence " I'm self-employed as a freelance writer (as well as a day job) so needed to replace it pronto"
- er if you need a device/service whatever then how come you don't have a backup (old slow Desktop, a mate with one you can borrow??) If it is that important then you are at liberty to reduce the risk of failure yourself.

The old cast-iron guarantee in the IT business is that it will break: Eventually.

Cheers & Good luck!

Lodger

macman

Would they agree to come and fix it at your workplace, or at least collect it from you there?

isofa

You might be able to persuade them to recompense your wasted time with some freebies, or better spec on the replacement.

Also why not take the laptop to work and get them to come to you there so you don't have to take time off? Personally I'd go for the return and replace, I'd not want a new machine being "fixed".

Their Irish call centre, to avoid the overseas one, has this direct number:
00353850 333 200

Unfortunately occasionally this can happen with anything electronic - you've just been unlucky. As long as they sort it out, (preferably with a new machine) then I think it's pretty fair.

S0litaire

I've found the Dell tech guys to be rather good at fixing the machines (sounds like the video card is duff! and in most Dells it's a replaceable unit.)

The Engineer would probably have a spare with him (If that was indicated in the diagnosis you did with phone support). so half an hour, to an hour, after he arrived you would probably have a working laptop.

Also getting away early form work, bosses can be understanding at times if you talk to them nicely!! :P