Dell Outlet Laptop: I want a repair, but they offer a refund.

Sponge

I find myself in the unusual position of actually wanting a repair (a replacement would be better) for a faulty laptop. However, Dell (up to now) have only informed me of my rights to return under DSR for a refund.

I bought what I thought was a good spec vs price Studio 15. It cost £580 all-in. It was a certified refurbished unit. It arrived on Friday 4th December.

The screen, a Full HD 1920x1080 screen, has a major flaw. It's hard to describe, but it's almost like a scratch or foreign object beneath the screen. It covers an area of approx 9x2 pixels. It's less noticeable when the screen is black, but screams at you (especially as I now know it is there) when the screen is white.

One of the reasons I chose this model was because it had the Full HD screen. I want to use it for video and photo work, amongst other things. The screen is important to me.

I'm happy with the rest of the laptop and I know it would be difficult, if not impossible, to find an equivalent laptop from the outlet in the future. So (at the moment) I'd be happy to have the display replaced.

If they want to build the same PC from scratch, I'd accept that. But I'm assuming this isn't something they want to do (high cost). However, it would appear they don't want to repair it either!

Am I in a position to demand a repair?

At the moment communication is very slow, via email. I prefer email as there is a 'paper trail'. But if the delays continue I may have to telephone them. (The thought of their overseas call centre sends shivers down my spine.)

A friend has suggested I might be better off taking the money and running!

4743hudsonj

Sponge wrote: »

I find myself in the unusual position of actually wanting a repair (a replacement would be better) for a faulty laptop. However, Dell (up to now) have only informed me of my rights to return under DSR for a refund.

I bought what I thought was a good spec vs price Studio 15. It was a certified refurbished unit. It arrived on Friday 4th December.

The screen has a major flaw. It's hard to describe, but it's almost like a scratch or foreign object beneath the screen. It covers an area of approx 9x2 pixels. It's less noticeable when the screen is black, but screams at you (especially as I now know it is there) when the screen is white.

It's a Full HD 1920x1080 screen.

I'm happy with the rest of the laptop and I know it would be difficult, if not impossible, to find an equivalent laptop from the outlet in the future. So (at the moment) I'd be happy to have the display replaced.

If they want to build the same PC from scratch, I'd accept that. But I assuming this isn't something they want to do. However, it would appear they don't want to repair it either!

Am I in a position to demand a repair?

It cost £580 all-in.

A friend has suggested I might be better off taking the refund and running!

as you mentioned its an unusual predicament. Unfortunatly the Sale of good act only requires they carry out a replacement/repair/refund. This is uo to them not yourself.

It may however be worth checking...

If it came with a warranty, usually it state you will get a repair unless parts are not available or it will cost more to do so than the computer retails for. It might be worth asking why it is not being repaired. If they dont give a reason id push for a repair, if they show that they are complying with their own warranty terms then a refund is what you will get. Sorry

If only this happened when people wanted it to. It's like when you learn a magic trick or something, do it loads, and when you show others, it all goes wrong! such bad timing sods law has.

neilmcl

I wouldn't worry about not finding the same spec. laptop at the outlet in the future. I've used the outlet quite a lot and there's always a good selection available, if the one you want is not there yet, in my experience it will be sooner or later.

Sponge

I'm searching their online T&Cs. So far:

http://www1.euro.dell.com/content/topics/topic.aspx/emea/topics/footer/terms?c=uk&cs=ukdfh1&l=en&s=dfh&~lt=popup

Statutory Rights, Warranties, Repairs, Replacements & Provision of Services
All Customers:
8.1 Dell will fulfil its legal obligations to repair &/or replace Products. These obligations are dependent upon proper use of Products & do not cover any parts of Products which have been modified or repaired without Dell's prior written consent. Dell may ask third party Software licensors to fulfil Dell's and/or licensor's legal obligations relating to the supply of that licensor's software.

8.14 Dell will repair, or in the event that repair does not occur, replace Product which is defective within a reasonable period & with reasonable care & skill. This may only be varied to the extent reasonably agreed with Consumer.