What rights against Dell

PZH

still_savin wrote: »

I believe I am down for WW, as when I click the "track shipping" link on my order status page I get redirected to a page titled Welsh Western Track & Trace. Unfortunately the boxes which should say stuff like "Arrived depot" "On van" or whatever are all blank, but it does look like its the (in)famous Welsh Western that's handling it - if it's coming.

In that case, it doesn't look good does it

I suppose you take your chances either way.

Still, I do hope it turns up :T

neilmcl

RacyRed wrote: »

Can't agree with this. Dell's own engineer has aready inspected the computer and diagnosed a faulty hard drive.

I may be missing something here but where does it say that the computer has actually been inspected?

As I read it an engineer has failed to show up twice so the OP has been offered a refund and some "goodwill gesture" which he has refused. Again it is fully reasonable for Dell to get the item back and inspect it before completing any final remedy but its clear the OP just wants to drag the whole thing out.

neilmcl

phoodless wrote: »

To be fair - the reviews are dated as far back as 2004. (latest is April 2010 on MSE)

If you google CityLink (and other couriers ) you will get some horrendous stories - but I personally have never had a problem with them.

I googled Dell delivery - and they also use UPS and HDL ?

Welsh Westren tend to the international stuff whereas the final leg is usually carried out be another carrier such as Business Post (UKMail) or the like.

squeaky

Some confusion here. The first post was quite long. In it the OP says that he talked with tech support and TS diagnosed a faulty hard drive and so booked an engineer's visit. Further down the post the OP tells that the engineer failed to make two appointments.

Issue 1 - Computer failed to boot after starting up for the first time and running a number of automated processes. The error message indicated that the recovery partition had failed to initialise. I had to search out a phone number for support online, since the box that Dell delivered to me contained a laptop computer held in place by plastic film, and a power lead. Nothing else was in the box at all, not even so much as a remittance slip or a piece of paper confirming the specification of the machine. On phoning support, we spent some time running through memory and hard drive tests before a faulty hard drive was diagnosed. An engineer was booked for the following day.

still_savin

neilmcl wrote: »

... an engineer has failed to show up twice so the OP has been offered a refund and some "goodwill gesture" which he has refused.

I genuinely have no idea why, but for some reason neilmcl seems to want to see the situation from an extremely distorted viewpoint - there IS NO "goodwill gesture", it was me making an ironic choice of phrase about them being what they decided was gracious in offering me ALL my money back. They originally offered me only the amount on my original invoice, but then suggested the "goodwill gesture" of also giving me back the ADDITIONAL sum I'd paid them to get a computer! Does that sound like a goodwill gesture to you??!!

still_savin wrote: »

The basic position is that I don't WANT to be unreasonable, or difficult, or just a royal PITA, and I'm genuinely upset that some posters feel I am being. I'd like to ask them - what exactly do they think I should do instead then? Should I elect a refund, which when it eventually arrives will allow me to go and source a replacement elsewhere but do nothing to compensate me for all this trouble? Or should I just sit and wait until Dell decide I will get a replacement (Dell today can't say when that might be, just that it will be 'as soon as possible')? Something else? Tell me how YOU would resolve the problem, and whether or not you'd be satisfied with that resolution!

Since you're so keen on insisting that I'm dragging things out 'on purpose' (although for the life of me I can't see why I would) I'd like to point you at the quote again - how would YOU resolve things?

neilmcl

I'd have taken the refund from the outset and wiped my hands from the whole affair.

still_savin

Great, but unfortunately I didn't do that, because I still wanted a computer. As previously mentioned, hindsight is a brilliant tool and if I'd known the results I would most certainly have taken the refund if I were there now. However, a refund now leaves me with a considerable loss, which Dell don't acknowledge any liability for. Equity demands a different resolution - the customer only has one job, to pay on time, which he did. Dell didn't give a working pc, didn't show up, didn't show up again, can't honour various promises on sorting it. So, Customer = innocent party. Dell = guilty party, several times. Present loser from situation = customer. Equitable loser from situation = Dell.

gordikin

still_savin wrote: »

Great, but unfortunately I didn't do that, because I still wanted a computer. As previously mentioned, hindsight is a brilliant tool and if I'd known the results I would most certainly have taken the refund if I were there now. However, a refund now leaves me with a considerable loss, which Dell don't acknowledge any liability for. Equity demands a different resolution - the customer only has one job, to pay on time, which he did. Dell didn't give a working pc, didn't show up, didn't show up again, can't honour various promises on sorting it. So, Customer = innocent party. Dell = guilty party, several times. Present loser from situation = customer. Equitable loser from situation = Dell.

If you wanted a computer why did you not take the refund and buy elsewhere....? There's no end of people selling computers.

still_savin

gordikin wrote: »

If you wanted a computer why did you not take the refund and buy elsewhere....? There's no end of people selling computers.

At last, an easy question to answer. That'd be because I would have to add more money to get a like-for-like, but would get none of the benefits.

Dell Outlet machine = £400
Delivery = nine days
Necessary time off work = one day
Overall = 7/10. I've got to wait for it, and have a day at home, but I get a decent computer cheap.

Dell Retail @ PCW = £600
Delivery = take it with you now
Necessary time off work = 0 days
Overall 6/10. Get it faster, but pay a lot more.

Dell Retail @ PCW after Dell Outlet refund = £600
Delivery = twenty nine days (nine days waiting for original, plus a conservative 20 for refund to arrive)
Necessary time off work = three days
Overall 1/10. Now I've got to pay retail prices, but I've still got to wait outlet timescales as well.

gordikin

....so having had bad service you refused the offered refund and are now surprised by even more bad service from Dell?