Dell Laptop Refund & Collection

UsmanHaroon

Hi!
Bit of a long story but I'll summarise as best as I can
- Purchased a Dell Laptop in Sept 2015
- Came damaged, so I requested a return/refund
- Dell Customer Service was extremely bad, and after dozens of emails and phone calls (lasting hours on hold), I finally received my refund after 3 months, in December 2015
- Had received refund, but Dell had not collected, so I emailed to arrange collection date
- Collection date came and went (despite confirmation of collection from Dell)
- Sent further follow up email to Dell (twice) to ask what was happening and when it would be collected - received no response.
- Sent another email two weeks ago to say if it was not collected within the next week, I would dispose of it - received no response.
- It has now been more than a month since I last heard from Dell, and ~4-5 months since this ordeal began
Now I'm a bit stuck whether it is my legal responsibility to keep chasing until the collection happens, or whether I have fulfilled my legal obligations to return the product.

Given that I told them I would be disposing of it after X period, what can I now do with the laptop? Am I allowed to dispose of it, without being legally liable for claims by Dell?

What if they email back in a few weeks and say they want it back?

Would appreciate any help on this matter!

Usman

tomtontom

Can you not pick up the phone and call them?

As the goods are not unsolicited you cannot dispose of them. In theory you could charge for storage but it would have to be a very small property for you to claim it was any burden!

UsmanHaroon

Thanks for your reply. I have called them multiple times and they always say 'we can see that a collection is pending but we'll call you back' and it's been several weeks since. I'm not prepared to call them again as I often have to wait for longer than an hour on a premium number. I also contacted their team via Twitter who gave the same response.

unholyangel

UsmanHaroon wrote: »

Thanks for your reply. I have called them multiple times and they always say 'we can see that a collection is pending but we'll call you back' and it's been several weeks since. I'm not prepared to call them again as I often have to wait for longer than an hour on a premium number. I also contacted their team via Twitter who gave the same response.

Why not ask them if a pre-paid label and drop off point is an option?

You'd need to send two letters by post containing certain information before disposing of the property - and that won't necessarily stop them from claiming against you, it would just be a defence to any such claim they made. If going down this route, give them a list of dates you will be home and ask them to inform you in advance which one they have selected.

wealdroam

OP, this Trading Standards document explains your responsibilities.

Not quite your situation, but the principle is exactly the same.

UsmanHaroon wrote: »

I'm not prepared to call them again as I often have to wait for longer than an hour on a premium number.

Why are you calling a 'premium number'?

Dell UK Customer Services have a 0800 number which is free via all UK telephone service providers.

See here:

ItsJordannn

Personally after chasing for so long I'd just store it away in a cupboard somewhere and wait for them to contact me about it