Faulty Laptop - Any advice

1406

I purchased a Dell laptop in December 2008 from Currys and still have the receipt.
Recently the welding that holds the lid/screen to the keyboard has failed on the join, bending backwards, damaging the hinge preventing the lid from closing without damaging the screen.
I have been back to my local store who stated that they didnt repair on site and giving me a 0844 number to ring.
Having rung them, listening to an automated recording for 30 mins I eventually received a reference number, logging my issue.
I was then given another 0844 number to ring, quoting my reference number, and they would arrange a courier to collect the item.
Having again listenined to an automated press one/press two recording for 30 mins I ended up in India, the lady had not idea what I was talking about, that my reference number was invalid and told me to ring the following day. I then went back to the currys, repeated stage one, and eventually confirmed my ref number was correct but that Dell in India would not recognise it as it was a UK number.
I feel that I am doing a lot of running around with little results. My gut feeling is that Currys should be my contact and that they should be sorting this, Can anyone confirm if this is correct and what my rights are????/

superscaper

Currys hold legal responsibility under the Sale of Goods Act as they are the retailer. Dell only have to adhere to the manufacturer's warranty which may be any rules they stipulate.

neilmcl

I've never understood why people buy Dell PCs from anywhere else but direct from Dell.

djb215

neilmcl wrote: »

I've never understood why people buy Dell PCs from anywhere else but direct from Dell.

I've never understoody why people buy Dell PCs full stop!

They tend to fail a lot, and once Dell have your money in the bank they don't care about customer support, you have to call India to get anywhere close to sorting the problem...

zzzLazyDaisy

That's not always the case. I bought a laptop direct fron Dell. Unfortunately I had a problem with it shutting down. I phoned Dell and they sent an engineer out the next day and replaced the hard-drive and the mother board. It's been fine since and I wouldn't hesitate to buy another Dell.

neilmcl

I've always bought Dell over the last 10 years and whenever I've had faults, yes there have been a few, I've always managed to get speedy and helpful service.

scullster

Why don't people use the search facilty - search on faulty laptop, crops up time and time again.

In terms of Dell - they are a huge retailer, sell millions of PCs and laptops. Consumers are usually only vocal when things go wrong so based on the law of averages, you'd expect to see more complaints about their products than say a smaller manufacturer. My Dell PC has faultlessly performed for 5y but I could argue that was down to me:p

DBZ_2

djb215 wrote: »

I've never understoody why people buy Dell PCs full stop!

They tend to fail a lot, and once Dell have your money in the bank they don't care about customer support, you have to call India to get anywhere close to sorting the problem...

I wholeheartedly agree, once they have your money they really don't care as I am finding out to my cost. And the Dell call centre in India is a joke. I won't be making the mistake of buying a Dell computer again due to the continuing farce of them trying (a term used looseley on this occasion as I don't actually see them trying to do anything) to fulfill my order.

In terms of what you should do, write to their UK MD Adrian Weekes and tell him your not happy with the lack of customer service. Take a look at the thread DELL HELL posted by me last Saturday, there you will find their head office address.

Good luck.

Esqui

Dell support is quite annoying, they take ages. It's much cheaper to use the online chat function.

Mankysteve

I remember listing to block in gamestation talkign about faulty console he say he get 4 time as many xboxs as ps3 but he sells 4 time as many xboxs.