Dell Problems

DaMaster

I wanted some advice on a current situation that I have that has been unnecessarily prolonged out.

I own a Dell Studio 1735 which I brought in Dec 2008 from Dell outlet . In Sept 2009 I brought an extended 3 years in home warranty for £132. Since July 2009 I have had my laptop sent for repair over 10 times till now which totals over 3 months of my laptop been in the repair centre including 1 home engineer visit in which he failed to fit all the screws back on properly if at all! Also when I send the laptop to the repair centre they fail to fix the problems I've quoted such as lines are going across the LCD screen which is heavily straining my eye's amongst other problems with the laptop. They also sent my laptop to the wrong address and numerous times under the wrong name, so when I go to the depot to collect it, they refuse to hand the laptop over because my ID is different to what is stated on the box! For all these hassles I received a free 16GB usb stick last year..

Now in Jan 2010 I sent my laptop back for repair as they installed the wrong part. They sent it back to me but did not replace the wrong part, and the laptop was damaged by them or in transit. The damage was dents all over the outer LCD lid and base.

I complained to Dell where they said they can replace the damaged parts again, I stated that this was not good enough as this is what they should have initially done! So they said that I can get a replacement laptop or refund of my money excluding the extended warranty charges, but if there is no alternative refurbished laptop, they will send a new one and also if the same specification is not available, then a higher spec laptop will be sent out at no extra charge. I agreed to this.

3 weeks later, start of February, I get a call from Dell's technical support, stating that customer relations couldn't find an alternative laptop, so a new one will be sent out which would be a Studio 1737 but higher spec as my spec wasn't available any more. I was asked to pay additional charge of £141 because they said the laptop was brand new and pricier then my current laptop, even though I stated that the manager had said that I didn't have too! But I ended up paying this additional charge as I just wanted my laptop back with no more hassle.

A technical member sent me the specification via email which I had to reply to confirm stating I'm happy with it. Since then I got 3 invoice emails from Dell stating when I should expect my delivery and the specification, which was different to what I agreed. I called technical support each time to be told don't worry we got the correct specification here on our system and that is what will be sent out (not the incorrect spec that had been emailed to me). I agreed to this. Due to the large number of complaint calls that I have had to make to Dell I shockingly saw that my phone bill had incurred an additional charge of £50 for phone calls to Dell as I had to use my mobile as I live at university halls. I emailed Dell's complaint department two weeks ago but didn't receive a reply.

Yesterday 24 February 2010, I got the new laptop to find out that it was the wrong specification (it was the spec that they had emailed to me that they originally stated was the wrong one!). I called Dell, spoke to a manager and he told me, he will send an engineer out tomorrow to upgrade the missing parts, I wasn't happy with this at all. I got a call today from Dell's customer relations, which seemed to be from India, to be told he can only offer the same service or refund me my money for the laptop. I didn't agree to this so he advised me he will email the legal team to contact me. The legal team called me two hours later (again someone in India) he said he was from the customer complaints and legal department. He also said the same thing, that is to have an engineer sent out or refund me for them to take the laptop back, and that Dell don't do compensation for anything, it is the customers responsibility for time, call charges and etc. I even asked if I can have an upgrade on anything on the laptop for the troubles but he said no because the laptop has already been upgraded. I asked why the wrong specification laptop was sent to me even thought I called some many times to make sure I will get the correct specification laptop, he responded saying there was a technical glitch. I then threatened to write to the newspapers, to which he responded I can but Dell will reply to them by stating that Dell were willing to send an engineer out to fix the problems.

Finally I agreed to have an engineer to come round to install the missing parts but I did mention I will do my research to try and get something back for all this hassle but he responded you won't get anything.

Thank you for your time in reading this.

Laz123

Yes, judging by all the complaints, I think Dell UK have gone down the pan. Don't forget to pull the chain.

DaMaster

UPDATE- I just got a call from Dell today to confirm the address to which the engineer should be sent.

I asked if the parts that were missing are going to be new or refurbished, I was told he's not sure, it can be either. I then asked to speak to a manger who informs me that they can put refurbished parts in even though I paid for a new system. He said that the legal team have already sorted this out with you but I asked "are you saying that some of the parts in my new system that I received on 24 February are refurbished?", he said no but the system value is higher then my old system so they can put refurbished parts. I said well Dell sent me the wrong specification system, so if they sent the correct one then all the parts would be new, so why give me used parts when it should have been new. He didn't respond to that but I did say I paid for a new system and that I was never told that the parts will be refurbished as the system is a new order.

So I said I will go to trading standards as I been missold an laptop with prove with emails.
He then said he will pass everything I said to the legal team.

That was the end of the conversion.

neilmcl

You seem to be forgetting the fact that your original system, purchased from the Dell Outlet, would also have been refurbished yet your were more than happy to purchase that. They are trying to supply you with a better than like-for-like alternative and you're still not happy.

DaMaster

I just spoke to Consumer Direct, they have told me it doesn't matter about the cost of the laptop, for a laptop which is not of quality standard and been sold a new laptop which has used parts is not acceptable and that I paid for it. I have spent over £1000 on the old laptop, extended warranty and new system.

oh and by the way, they did not have a like for like alternative and originally the manager said if they can't find a alternative at no fault of the customer, then a new system will be made.

rl290

It sounds to me that you would prefer a full refund so that you can buy a different brand of computer. Assuming this to be the case, in your shoes I would do the following:

Write (by letter, recorded delivery) to Dell cataloguing the problems with your first laptop and the almighty mistakes in correcting this as well as the disastrous replacement. Keep this letter factual, to the point, and unemotional. Be sure to mention that the original laptop was obviously not fit for purpose, and the mistakes in rectifying this have left you without a laptop for some time and that you have lost confidence in the company's products.

As with all good complaints letters, it should end with two elements:
1) A description of what you would like from them: in this case, that you would like a full refund on the original purchase price. (You may wish to add that a replacement from them was once an option, but you have lost confidence in their ability to deliver this)
2) That if you are unable to amicably solve this problem with them, that you will seek formal action on the matter. (Do not go into details of what this formal action might be, but trading standards/small claims court would be your next move)

R

DaMaster

Hey- Thanks for the reply, I have been offered a refund over the phone for them to take the laptop back but that minuses the extended warranty payment I made of £132 in September 2009 but the laptop was never repaired correctly.