Dell & Alienware

thetriggerhappypwner

Isent it the Supply of Services And Goods act 1984?

Bowling_4_Gold

Wouldn't it just be easier for you to source your own box and packaging instead of having 3 couriers turning up and you having to wait in all day?

waddler_8

The gave you a higher spec'd, higher cost laptop (Alienware M17x) for your old one (XPS M1730), as a replacement - allowing you, it would seem, to keep your old one as well anyway (as they haven't bothered in two years to collect it).

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.

Then this:

It is my belief that Alienware have used the fact that I have the XPS M1730 as a reason not to repair my system.

Is that what they've told you? What exactly have they given as a reason not to repair the M17x this time, as it seems they have done previously from what you say?

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.

thetriggerhappypwner

They were happily fixing my system until they discovered I had the M1730, what part of "I have been repeatedly trying to return it to them for 2 years" did you not understand?

waddler_8

You said:

"It is my belief that Alienware have used the fact that I have the XPS M1730 as a reason not to repair my system."

You believing that that's the case, and them telling you that's the case are two different things.

Have they actually said "We will not fix your M17x again until you return the XPS M1730"

If not, what reason have they given?

thetriggerhappypwner wrote: »

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.

Honestly, how hard would it be for you yourself to put a laptop in a bit of cardboard packaging for it to be sent back?

visidigi

I'm curious, how much warranty was with the original M1730? 1 year? 3 year?

This may have a bearing on what you could actually do if Dell still don't play ball.

visidigi

HumbleAko wrote: »

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.

Very misguided advice above. I wouldn't pay much attention to it.

thetriggerhappypwner

I disagree with you visidigi, after quoting this legislation, Dell have repaired my M17x and will be collecting the M1730 tomorrow, hopefully, they can get it right this time...

thetriggerhappypwner

Yup, as always, the fourth courier from DPD in less than a week and still they have not collected it, I do not have a box, I have told them this more times than I care to remember. I cannot blame the courier as they are just following Dell's instructions, therefore, the blame lies on Dell. The courier even suggested taking legal action as they have sent four couriers and not once did they get it right...

visidigi

thetriggerhappypwner wrote: »

I disagree with you visidigi, after quoting this legislation, Dell have repaired my M17x and will be collecting the M1730 tomorrow, hopefully, they can get it right this time...

You may have quoted the legislation - but that doesn't make the advice right.

After 6 months the onus is on you to prove the fault is inherent, my comment about the advice being misguided was based on this important point being omitted. The fact that Dell have done this for you is goodwill, not inline with the SOGA.