Faulty Dell Laptop

funkyidioteque

Hi folks, helping someone out there can give a bit of advice on a dispute I'm having with Dell at the moment.

I bought a £600 laptop from them in January 2014. I'd call this a mid range laptop - not one of their high spec gaming machines, but by no means bottom of the range.

At the start of December 2014, it died. it suffered some kind of failure and afterwards would not boot back up. After numerous telephone conversations with their Indian call centre, eventually the laptop was fixed a month later (motherboard replacement) after a few "no shows" from their engineers.

I was warned by the call centre that I might lose what was on the hard drive, so had to shell out for a computer shop to back stuff up for me (after an unsuccesful attempt with a Maplin drive enclosure. After the repair, all data remained there (so a perceived waste of money paying for the backup!).

Whilst the laptop has worked since the repair in January 2015, I've just experienced the same failure as in December. With the same symptoms, I expect it is the same problem and requires the same repair i.e. motherboard replacement.

Having discussed this repeat problem with Dell, they say I will have to pay for any repair and parts as the twelve month warranty is now up. Also, that they only cover replacement parts for three months.

This is a rarely used laptop used for home, not work use, so is probably on for a few hours a week. It has been treated well and looked after.

I expect the Dell argument is that I've had over twelve months' use out of it. However, I cannot accept that a £600 laptop has a life of just 17 months (Jan 14- May 15) with a repair thrown in. Given it is exactly the same fault, it makes me think the laptop has an underlying problem that makes it not fit for purpose and has caused it to have an unreasonably short life.

Do I have a leg to stand on here? I know it's going to be a painful process dealing with India again but I can't bring myself to write off a £600 laptop, or pay to have it repaired, when I have no confidence in it lasting an acceptable period of time.

Thanks for any help in advance.

Paul

unholyangel

You'd need to show the fault was inherent and not the result of misuse or wear & tear - the burden of proof is only with the retailer for the first 6 months from purchase.

This is usually done via an independent report (which dell would be liable for if found in your favour). And it needs to state the nature of the fault (ie substandard components, soldering not properly done etc) rather than saying what is faulty (ie faulty motherboard).

funkyidioteque

Would there then be a "six month burden of proof" on the replacement motherboard, or is everything tied back to the original purchase?

Thanks.

bod1467

Did you buy it direct from Dell?

Looks like Dell repaired it first time under warranty, but this time you'd need to exercise your SOGA rights against the seller.

The 6 months burden of proof is relative to the original purchase date.

Do Dell warrant their repairs for any specific period?

funkyidioteque

Yes, it was purchased direct from Dell. My feeling is that for the second motherboard to go within six months (after first went after eleven months) means there is a case for there being something inherently wrong with it.

The warranty section of their website states (not in my favour):

"You have statutory rights in relation to the Products sold to you. For example, Products shall be of satisfactory quality and conform to their Product Description. Those rights are not affected by this Dell Product warranty. Dell warrants that a Dell Product shall: (i) conform to its Product Description, (ii) be free from material defects for a period of one year from date of delivery, and (iii) that Dell branded spare parts shall be free from defects for 90 days from the date of delivery or for the remainder of the applicable Services (Basic Warranty) or statutory warranty period, if longer. Subject to reasonable conditions, Dell shall repair or replace the Dell Product if it develops a material fault in the period of one year from date of delivery.
Services

Dell warrants that Services shall: (i) conform to their Service Descriptions, and (ii) be performed with reasonable skill and care during the applicable Service period. Repairs under warranty, and other repair Services, will be carried out within a reasonable period. "

Ectophile

A warranty is always in addition to your statutory rights, and can never replace them.

Unholyangel's post earlier still applies.