Dell have basically stolen my laptop. Has this happened to anyone else?

MaryleboneLane

Bought a Dell Inspiron laptop in April.

In May, several keys on the keyboard stopped working. Reported this to Dell customer call centre in India.

Four weeks of slow responses from them then ensued. They told me to download a programme from the Dell website that would fix everything. When I ran it, it completely froze the laptop.

Took Dell several weeks to pick the laptop up from me, eventually did so on 15 June. I haven't yet received the laptop back - they've had it now for 40 days. When I phone Dell, they haven't heard of my laptop, even when I quote the barcode, service number and email correspondence I've had with them.

Got a call last week saying the laptop had been "lost in transit" and "someone would contact me in a few days". No such contact has come. Calling the Indian call centre has got me nowhere. When I call the Dell UK Central office (thanks to the brilliant website saynoto0870) they refer me to the Indian call centre. When I call the call centre, they tell me someone will get back to me in a few days. They;ve told me this give times already, and no one has.

Was just wondering whether anyone had any experience of this. Is there a direct way to access Dell? Looking forward to getting the laptop back, but not sure I ever will.

Any advice/tips/similar moans would be appreciated.

Thanks

danny69

you could try writing to them or getting in touch with the Chief Exec. Put in writing that you expect a response within X number of days otherwise you will take it further.

Esqui

Do you have the receipt from the courier company still? Dell will probably want you to prove you sent it...if they ever get round to responding

custardy

i would now keep all contact via letter
send a recorded delivery letter listing all dates/communications so far
give them 7 working days from the date of posting to respond advising when you will recieve your refund/replacemnt laptop

MaryleboneLane

Thanks all. Will definitely stick to recorded delivery correspondence from now on.

Thanks for the advice.

southernscouser

I know this doesn't help you but I won't ever buy Dell again.

Their CS is crap. :mad: