DELL Inspiron Laptop

daveyboy15

Hi

I bought a Dell Inspiron in August 2011 and unfortunately the wireless connection has given up the ghost!!! I have now left my laptop with PC World (where it was bought from) and they have now had it in their possession for over a week, they have restored the the laptop back to factory settings as did I and it still did not work, they contacted Dell who advised them what to do and it still did not work, so then Dell must of gone into the laptop remotely to download and upgrade all new software and drivers?

I was informed on Tuesday by the Manager of PC World that if the technician was unable to fix the problem today then they would replace the product. I went into PC World today and was informed that they had not had time to fix or look at it, I told them that this was unacceptable as another technician had asked me last week if I would agree to the laptop being sent to Dell which I agreed but apparently Dell insisted that they could fix the problem over the phone hence the laptop remained at PC World. I argued that I was told that the laptop would not be sent back to Dell but replaced and they were having none of it telling me that the laptop HAS to go back to Dell for repair and that they would book it in today and if Dell could not fix the problem then the item would be replaced!! I then waited while the technician rang Dell and it was obvious from his conversation with them and that he then plugged my computer in and started doing stuff with it whilst on the phone to them that they were again trying to solve the problem without booking the product in!! I could not wait around any longer as I was on a lunch break from work so asked that they ring me to let me know what was going on, well low and behold no phone call came.

What I would like to know is what are my rights? Am I right to insist on a refund or do I have to wait to see what happens? The manager did say that he would guarantee that the laptop would be back with me by the beginning of December!! Oh like this will help me!! I am very unhappy with the way this situation has been dealt with and would like to know if I could insist on a refund or a replacement laptop as I have only had the product for 3 months, actually bought the product on 13 August 2011 from PC World. Please could someone advise me on where I go from here? :mad:

Many thanks.

Daveyboy15

CoolHotCold

Wrong board, but what the hell, I'm here anyway.

Ignoring everything I'll state your options under the Sales Of Goods Act.

You have a reasonable timeframe to inspect the goods and reject if faulty for a exchange/replacement/refund, you can pick (but you can't demand a replacement if they don't have any anymore etcetc) The SoGA only refers to a reasonable timeframe, PcWorld have implemented this as <21 days you can get a refund/replacement. After 7 more days you can get a replacement/exchange. Once it reaches the 29th day (for laptops at least) it is a repair. This is fine and within the Sales Of Goods Act as most people would say 1 month is a reasonable period of time (especially for electronics when they usually either work or don't within a few days).


Now as you are outside of the Resonable Timeframe for automatic rejection, PcWorld must repair the item without significant inconvenience to yourself and at no charge (unless it is something you've done such as cracked the screen or virus etc etc) to you.
Again the SoGA state no timeframe (hurrah for the law) and again state a resolution must be within a "reasonable" time, PcWorld (or KnowHow) have implemented it in the following way, they will hold onto the machine for a maximum time of 28 days (under 1st year) once it hits 29 days (Or if its away at repair and obviously not going to be back in time) they will replace it in store, and this is ok and again within consumer law.


As far as managers telling you one thing, go talk to whoever phoned you, I've stated PcWorld/Currys/Knowhow's policies and how they relate to the Sales Of Goods Act, without more information from you not a huge amount I can currently do.

daveyboy15

Thank you for your reply and thought it might of been in the wrong place!! Sorry first time on forums.

PC World have stated the 28 days to me and that includes the product being sent back to Dell for repair or replacement. I have been told that they guarantee that the problem will be resolved by the beginning of December :mad: . I just do not appreciate that the manager said one thing and then said something completely different!!

So what your saying is I cannot insist on a refund just yet? Can I insist after 28 days or at least ensure I have a replacement laptop? And if the product cannot be fixed then can I ask for a different laptop other than Dell?

If there is any other information you need to help please dont hesitate to ask me.

Thanks again.

Daveyboy15

CoolHotCold

Thats right, under the SoGA you have rights, but the timescale they indicate is rather grey, PcWorld/Knowhow have definite timescales in place which seem to stack up to consumer law, plus it rarely gets to 28 days anyway usually they fix them within 10 days.

But yes, after 28 days from receipt of the service docket (if you took it into a store you would of got 1 A4 piece of paper with Service Docket written in the top righthand side with a 6 digit number (and for some reason it doesn't print the date off, but it's all stored electronically on their systems) you are entitled to a replacement one, it doesn't have to be a Dell, you can choose but you get credit to whatever you paid for it. (So you paid £400 3 months ago, you get to pick a replacement for £400 (you can of course put more money to get a more reliable one etc etc).

Also even after 28 days you still cannot insist on a refund, even under SoGA all the retailer is obliged to do is offer a Repair/Replacement/Refund (can be partial) and outside the automatic right to reject they can choose which option.

Unfortunately KnowHow (or the staff in store) are at the mercy of Dell, as Dell are one of the very few manufactures who actually repair their own systems (most laptops/Pc's sold in PcWorld/Currys/Dixons are Repaired by Knowhow), so if the staff are having issues it's Dell being Picknickity.

Bad service to say one thing then say another, try writing a letter to the General Manager (of the store) about your experience, might help, might not.