Dell & Alienware

thetriggerhappypwner

Hello MSE fans!

I am writing this thread because I am sick of Dell messing me about.

I purchased a Dell XPS M1730 in 2009 and to start it was exactly what I was looking for, after about 3 or 4 months, the graphics card failed and they replaced it no less than 5 times. Eventually, in October 2010, they replaced the system with an Alienware M17x R2 which would have cost in the region of £2,500 brand new, which was a very reasonable and great gesture of them to do.

I have an issue with my M17x now. One of a few in the past which they promptly sent out an engineer to fix it under the next day in-home warranty agreement. The last engineer who attended my address replaced the keyboard, and in so doing he (by error) forgot a screw the holds the mouse pad's palm rest and damaged the hinges that hold the top half of the palm rest to the system.

I have been waiting for almost 2 years for Dell to collect the XPS which they have failed to do, I feel that I am being penalised for thier mistake as they have frozen my system's tag (Alienware M17x) for any support due to thier mistake, my question is, what can I do about it?

I have heard of people waiting upwards of several months to get their old systems back from Dell, perhaps this is why they are doing this now?

Thanks in advance.

Thomas.

thetriggerhappypwner

I also asked if this is the way they do business and he responded "Sorry sir, that's the way it is". that I got extremely frustrated about as I am sure any of you can understand...

teffers

Trading standards is the next option.

thetriggerhappypwner

I might do that, thanks Teffers.

Suggestions on how I should approach it?

thetriggerhappypwner

Well a further 4 days have passed since my last post. Here is what has happened since then.

I have had two people from DPD and one from UPS. All three came and were supposed to have a box, none of them did, the last one who, came did not. Now forgive me but for the last 2 weeks, I have been given the run around and quite frankly, laughed at in the face of the issues I have been facing.

It is my belief that Alienware have used the fact that I have the XPS M1730 as a reason not to repair my system. Despite repeated attempts to return it over the last 2 years, I am at the end of my teather, and am close to taking my own legal action against Dell/Alienware for this outrageous display of incompetence!

thetriggerhappypwner

May I ask why it's so silent in here???

Shrimply

hey can't help much, i have a thread that is severely lacking in assistance too, no idea why.

What i will say is i had similar experience with Dell, a fight to get the to replace the system instead of keeping on repairing it then stupidity over collecting it.

Courier turned up but wouldn't take it without a box, twice. Dell then badgered me until finely agreeing to send a box out one day and a courier to collect it the next, neither appeared.

In the end I told them I didn't want to be messed around any more, their foreign call centres are beyond frustrating to deal with and even by emailing actually listening to what you say and assisting you as an individual seems to be beyond them. The original case had been dealt with by someone at head office in the UK. I told them if they wanted the system returned to get her to contact me.

I have haven't heard anything for a year now. So I'm going to let the replacement die and replace it with something that is definitely not Dell.

Toxteth_OGrady

thetriggerhappypwner wrote: »

May I ask why it's so silent in here???

Possibly because it's not a 'Techies' issue.

You might get more joy out of the Consumer Rights board:

http://forums.moneysavingexpert.com/forumdisplay.php?f=173

Johnmcl7

I'm just trying to understand the current state, is the M17x away with Dell to repair the damage caused by the engineer?

Unfortunately you need to be persistent with them otherwise you just get effectively automated responses back, I'd find out exactly what your rights are in regards to the repair and start quoting your rights to them keeping your comments concise and to the point.

John

thetriggerhappypwner

Tried that, I get hung up on... If needs be, someone please move this thread to the correct board...

HumbleAko

Hello John,

Dell is required under the Sale Of Goods Act to repair or replace your faulty item. They must do so "within a reasonable time but without causing significant inconvenience". If you feel that they are taking too much time or are causing you a inconvenience then inform Dell that they are in breach of the Sale Of Goods Act 1979. State in your email that you will escalate the issue to the small claims court if they don't deal with the matter promptly by repairing your laptop or refunding you.