Options for laptop repair.

swd

Hi Guys, Can any one give me some advice, please?
On the 16th April 2009 I purchased a laptop from Dell using their on-line shop. The machine came supplied with a twelve month warranty. Three weeks ago the left hand hinge became detached and is no longer supporting the screen properly. Since this happened the graphics now won't work properly. When the machine boots up the graphics are there, but they are so faint it's virtually impssible to make out what's on the screen.

I contacted Dell's customer services by phone and expalined the problem. I was informed that they would be unable to repair the fault under the warranty as the problem with hinge was caused due to wear and tear and this isn't covered. Unbelievable response. I rang a couple more times (at a cost to me of course being a premium rate number) and spoke to different people each time in the hope that one of them would have the present of mind to hold onto their customer base, but each time I was told the same thing. Wear and tear.

I've sent several e-mails to their various departments in the faint hope that someone would respond to me. Either by phone or e-mail. No hope. So where do I go from here? I paid by credit card, but I'm not sure whether my CC company would be much help due to the length of time that has passed since the transaction took. I could take it to the small claims court, but again I'm not sure whether I would be able to due to the time lapse.

Dell's UK head office is about ten minutes drive from my place, so I suppose as a last resort I could picket their offices. :rotfl:Seriously guys what are my options? Any help much appreciated.

Darksun

From the sounds of it, either the backlight or the inverter (which upsteps the voltage to power the backlight) isn't working, I fail to see how this failing could be accounted for through 'normal wear and tear' in under a year.

Under the Sales of Goods Act, goods need to last a reasonable length of time, for a laptop less than one year clearly isn't reasonable. Write back to Dell and demand they fulfil their obligations by either repairing or replacing the product, or giving a refund (it's their choice, and if they choose to refund they can subtract some of the value since you have some use out of it).

Ignore what it says in the warranty, if they won't honour a claim under that then your statutory rights remain unaffected.

swd

Hi Guys, I'm getting absolutely nowhere with Dell regarding the problems that I'm experiencing with my laptop that I mentioned in my original post. I've e-mailed them, phoned them and written to them. Every reply is stating the same thing. The faults aren't covered under the twelve month waranty. How supid can they be?

The machine was purchased on-line from the Dell website on the 16th April 2009 using my credit card. Although it's been almost eleven months since the purchase would there be any benefit to me in contacting them with regard to this problem with Dell?

If not then my only option would appear to be taking this grievance to the small claims court for a resolution.

Esqui

When it's running, does it come up with Windows normally (or faintly, rather)? I ask, cause I have seen a couple of Dell issues where this happens caused by faulty chargers - it boots up, but keeps the backlight off because the battery is not charged. But then it would bring up a message saying so.

What sort of laptop is it (studio, Inspiron, etc?), cause they normally have pretty decent hinges, unlike some. Due to its age, it'd be on you to prove that it is not down to misuse or wear & tear.

And yes, you could contact the credit card company. Not sure how exactly that works though.

swd

Thanks for replying. It's a Dell Studio 17. The graphics problem is sporadic. Sometimes the screen is crystal clear as you would expect, but other times it's very faint (to the point that the screen is unreadable) with shed loads of horizontal lines across the screen. There's no message appearing on the screen stating that there is a problem.

The initial problem is the left hand hinge, which has become loose and free to move. Now the graphics don't work as they should. And when it does any movement of the screen causes the problem mentioned above.

I've researched this problem on the Internet and there are loads of forums (even Dell's own) that are littered with complaints that are similar or the same as the ones that I'm experiencing. There is even a video on YouTube showing the problem, but according to Dell my problem is down to 'wear and tear' and as such isn't covered under the twelve month warrenty.

What a bunch of numpties............

sarahf191979

I have had nothing but problems with Dell over the last 11 months and them saying that the repair doesn't come under warrenty etc etc etc....

Have Dell picked the Laptop up? and told you it couldn't be reapired? or are they just telling you that over the phone?

When I sent my sons back it had a small scratch on the top of the case and they tried to tell me that voided the warrenty :mad: but what laptop that belongs to a 9 yr doesn't have scrathes on it???

They told me I would have to pay £200 + for the repair to which I told them NO WAY, there TECH guy had tried to fix a problem on it and done a factory reset and wiped everything off the hard drive.

If the fault is a common fault on that laptop as you have said tell them, ring them up and get them to come and pick it up for repair but what ever you do dont pay for it if it is a common fault, if you get no joy try seeing what trading standard say about it, if their own tech forum is littered with complaints of the same fault then they are selling faulty products and should either replace it or repair it as has been said

Hope you get it sorted, there cutomer service is appauling and unless you are really assertive with them they will try and get away with anything.

Esqui

swd wrote: »

Thanks for replying. It's a Dell Studio 17. The graphics problem is sporadic. Sometimes the screen is crystal clear as you would expect, but other times it's very faint (to the point that the screen is unreadable) with shed loads of horizontal lines across the screen. There's no message appearing on the screen stating that there is a problem.

The initial problem is the left hand hinge, which has become loose and free to move. Now the graphics don't work as they should. And when it does any movement of the screen causes the problem mentioned above.

I've researched this problem on the Internet and there are loads of forums (even Dell's own) that are littered with complaints that are similar or the same as the ones that I'm experiencing. There is even a video on YouTube showing the problem, but according to Dell my problem is down to 'wear and tear' and as such isn't covered under the twelve month warrenty.

What a bunch of numpties............

Sounds like the screen cable needs reseating (in my vague opinion). As said, you'd need to get independent proof of this fault being inherent and not caused by wear and tear - then, Dell would be legally obliged to provide a remedy by repair/replacement.

Darksun

Assuming your laptop was more than £100, the credit card company is jointly liable. So if you write any letters making a claim in the Sales of Goods Act, send it to both Dell and the CC company, that'll increase your chances of getting a resolution.