Dell Customer Service and Warranty

unholyangel

side21 wrote: »

Elvis, I purchased the laptop in 2012 ( cant remember the exact month) but the laptop was under warranty, I then renewed the warranty in 2013. Purchased via eBay, seller sent me all the receipts and proof, contacted Dell and got the ownership transferred to my name.

And this is going to be your consumer rights stumbling block. From the sounds of it, you purchased it from someone else who in turn had purchased it from Dell.

Any rights you have would be against the person who sold it to you. If that person is a private individual (rather than a business/sole trader) then it only needs to match its description and theres no implied terms about satisfactory quality.

You're solely reliant on Dell's warranty policy and if that warranty requires you to have a battery, then I'm afraid you'll need to find a battery.

side21

Hey Unholy,

I did request for a copy of the warranty but they simply stated to go online and check the warranty ( the details I mentioned above ) which contains no detailed documentation of my cover. It does however contain a detail specification of the system components which won't help me much in this case. I was meant to speak to one of their public relations members? But again got an e-mail saying " You have to buy a battery"...back to square one..for the 5th time.

If they do manage to send me a copy of the warranty, are they in their rights to send me an updated warranty ( which I would not have been given or updated about ) or would they have to by law give me the exact version of the warranty which I signed up for?

JJ_Egan

Warranty basics .

One Sale Of Goods Act UK law you go back to the vendor who you bought from
.
Two a manufactures warranty this is not SOGA and is subject to their terms and conditions .

Three a warranty purchased to give extra cover often by an insurance company and once more subject to the terms and conditions .

side21

So regardless of what version of warranty is sent to me, those are the T&C's which I will adhere to regardless if they updated it or modified prior to notifying me?

Thanks for your continuous help guys ...I'm getting more support here then the entire time I've been dealing with Dell!

LilElvis

How would you know what "version" of the warranty you purchased if you never bothered to ensure you had a copy? Surely you must have read something to determine what was covered (or not) before purchasing it?

Don't forget that the machine is now possibly 5 years old and this model is now no longer manufactured.

JJ_Egan

Key here amongst the waffle is that Dell require the full product to repair it that's reasonable enough .
But a battery is missing and you refuse to replace it and are demanding that Dell bring one out .

As you say.

. Dell have always done remote assistance and done updates on the system whenever there is a technical issue. The update is not the key problem itself and they are ssuggesting the update to be a possible solution. So they want to update it to see if it will fix my main problem.


How can they update when you refuse to replace the battery that to me seems very stupid and leaves you in a position of getting nowhere fast .

LilElvis

JJ_Egan wrote: »

Key here amongst the waffle is that Dell require the full product to repair it that's reasonable enough .
But a battery is missing and you refuse to replace it and are demanding that Dell bring one out .

As you say.

. Dell have always done remote assistance and done updates on the system whenever there is a technical issue. The update is not the key problem itself and they are ssuggesting the update to be a possible solution. So they want to update it to see if it will fix my main problem.


How can they update when you refuse to replace the battery that to me seems very stupid and leaves you in a position of getting nowhere fast .

..... especially as a battery would only set you back £25.

side21

Key here amongst the waffle is that Dell require the full product to repair it that's reasonable enough .
But a battery is missing and you refuse to replace it and are demanding that Dell bring one out .

As you say.

. Dell have always done remote assistance and done updates on the system whenever there is a technical issue. The update is not the key problem itself and they are suggesting the update to be a possible solution. So they want to update it to see if it will fix my main problem.


How can they update when you refuse to replace the battery that to me seems very stupid and leaves you in a position of getting nowhere fast .

LilElvis wrote: »

How would you know what "version" of the warranty you purchased if you never bothered to ensure you had a copy? Surely you must have read something to determine what was covered (or not) before purchasing it?

Don't forget that the machine is now possibly 5 years old and this model is now no longer manufactured.

It's a clear fact that battery is not covered any warranty whatsoever. Batteries are considered consumable products. A laptop can function without a battery so long you have a power supply, hence its fully functioning, right? Now, just because the restriction imposed on the software is related to the OS and/or Dell's themselves ( BIOS name states: Dell inc, A03, 16/07/2010)...shouldn't they implement an alternative solution if the consumable product (Battery) should not be present since they don't want any part of consumable products?...There are solutions as previously stated but why hasn't dell found a similar solution?
They send engineers down with components that are not actually thoroughly tested. The test lab MUST have batteries as you just said batteries creates a completed laptop to make it fully functional right? Why not just get their own battery and get the job done?

:beer:

side21

LilElvis wrote: »

..... especially as a battery would only set you back £25.

Duracell direct £70 + vat (plus delivery)
eBay £30 + vat (free delivery)

both are OEM non genuine batteries and no description to convince me to show they are reliable.

Why should I cough out for these OEM's when I've already tried and tested them. As a consumer I have the right to refuse to purchase such components if they are not genuine and do not do their job. Its the principle, money isn't the issue here.

shaun_from_Africa

side21 wrote: »

It's a clear fact that battery is not covered any warranty whatsoever. Batteries are considered consumable products. A laptop can function without a battery so long you have a power supply, hence its fully functioning, right? Now, just because the restriction imposed on the software is related to the OS and/or Dell's themselves

A car has a battery (which is a consumable item) fitted and many cars can drive without that battery being fitted provided that it is jump started.
Would you consider taking a car into a garage for a warranty repair without a battery being fitted? After all, it's a garage and they would have the facilities to fit another one or jump start it wouldn't they?

side21 wrote: »

Its the principle, money isn't the issue here.

Having principles is fine but this is one principle which is going to ensure that Dell don't help to get your laptop working.