Dell and their warranties?

Mark31

Hi everyone, I hope you are all well. I am after some expert advice here, so here goes!

I purchased a new gaming monitor on the 11th September 2016 and took delivery on the 13th. I noticed on the day of setting it up that it had an issue with the HDMI port, I researched it for a few days trying to find a simple fix and awaited some feedback on Dells forums. It seems to be a well know issue with earlier revisions of this model.

So 20th September I contacted Dell. I purchased the monitor from one of their resellers but if you have an issue it they tell you to contact Dell directly, it has a Dell service number etc.

First phonecall went well, they offered a replacement and arranged delivery. I found out a few hours later that they actually send out a refurbished monitor and not a new one, This is outrageous as my monitor is purchased new only 10 days prior.

I phoned them again to say I do not want a refurbished monitor as I purchased a new monitor in good faith and it wasn't cheap at £450+, it turns out for a new monitor to be sent they need authorisation and will get back to me in a couple of days. I have been told since that they will only offer a new monitor within 60 days of warranty. This should be fine as I bought the monitor 10 days before I phoned Dell...

Well according to Dell they start their warranty when they sell the monitor to a reseller, this was back in April, I bought the monitor 5 months later so in Dells eyes I am out of the initial 60 days by 3 months.

What are my rights here and how should I deal with it?

shaun_from_Africa

As you are dealing with Dell and not with the person you purchased the monitor from, they are legally entitled to send you a refurbished unit if this is what the terms of their warranty state.

If you want a refund, you will have to contact the seller and inform them of the problem and state that you are rejecting the monitor under section 22 of the consumer rights act. (This is assuming that you made the purchase as a consumer and it wasn't a business purchase).
Don't let them fob you off by saying that you must go through Dell.

Mark31

Thanks for that,

it's Debenhams Plus and they staet...

On rare occasions products may develop a fault. Our flexible no fuss policy for dealing with faulty goods is intended to ensure you get the fastest resolution possible and minimise the time you are without a working item.

All new goods we sell to UK consumers have at least 6 months warranty. If you live in another country the warranty usually has the same terms but you will need to check directly with the manufacturer's local service centre to confirm this.

Our policy for dealing with faulty items differs depending when the fault happens and applies only to goods sent to the UK and to the Channel Islands.

Faults Occurring Within 30 Days of Receipt: If any of our products develop a fault within the first 30 days we will be happy to help you resolve the issue. For repair or replace, if you purchased a large item it is much faster to call the manufacturer direct in the first instance who will arrange for a onsite visit from an engineer. To contact the manufacturer, click here for their contact details. If an engineer is unable to repair the goods they will provide a reference number and direct you back to us to arrange a replacement. To speed up the process please have the reference number to hand when you contact us. Your statutory rights may allow refunds in specific instances, please call us if you need advice. (Note: Items returned without a manufacturer reference will have to be inspected before being accepted. This may cause delays processing your faulty return and items returned where we can't find a fault will be returned to you for a small handling fee).

Faults Occurring Within 1 year: If you've had the product for up to 1 year and require a fault repair, your product will be repaired directly by the manufacturer or by us. If that's not possible we will give you a replacement, or if that's not possible, a refund.

Faults Occurring After 1 year but within manufacturer's warranty period: Please contact the manufacturer directly to arrange a repair. You can also contact us for further advice and suggestions as other repair options may be available.

Faults Occurring Outside Manufacturer's warranty period: As an additional service we are able to quote on repairs for some items such as Laptops and TVs. This does not affect your statutory rights. Please contact us by eMessage for more details.

Please note a handful of manufacturers include a warranty registration form in the box - don't forget to complete this and send it off within the specified time period. If you have purchased a Laptop or PC for commercial use (such as hotel or nursing home) please be aware that most manufacturers only provide a warranty for domestic use. Please refer to our Commercial Terms for more information

For many products you can extend your warranty and support cover for up to 5 years either at the time of order or within the period of the manufacturer's warranty. Please call our Sales team on 0871 984 1922 (Calls to this number cost 13p per minute plus your telephone company’s access charge) or send us an eMessage to enquire about warranty extensions.

These terms do not affect to your statutory rights.

Should I still just ask for a refund from them and be done with the whole saga?

shaun_from_Africa

Mark31 wrote: »

Should I still just ask for a refund from them and be done with the whole saga?

IMO, that would be your best bet.

Just make sure that you make them aware that you are rejecting the monitor and that you want a full refund and not a repair.

philatio

Yep. Refund from Debenhams.

(although I've had a replacement monitor from Dell.. which was a refurb... and it was absolutely mint)

bris

You wont get a refund as it's already been dealt with under warranty.
Whether you agree or not you sent it away under the terms of the warranty and have a working resolution, you have no rights to a refund.

Mark31

bris wrote: »

You wont get a refund as it's already been dealt with under warranty.
Whether you agree or not you sent it away under the terms of the warranty and have a working resolution, you have no rights to a refund.

I still have the monitor, it's not gone anywhere.

I am awaiting Dell to get back to me to confirm if I can have a new monitor sent out or if I have to have a refurb. A refurb to me is unacceptable replacement for a monitor less than 2 weeks old which arrived with the fault out of the box.

fleshandbone

Demand a full refund reject the second hand monitor (cheek!)

Mark31

I've contacted Debenhams plus, someone will phone me back Monday and look to sort out something. Unless they can offer a replacement with a guaranteed A03 model revision I don't want a replacement as the same issue could exist.

I'll ask for a refund and source the monitor from somewhere who can suply the newer revision.

However my issue on this monitor is very specific to a HDMI and an xbox one set up, Debenhams plus state...

Faulty Goods - We will do our best to resolve your problem as a quick as possible. Most faults can be fixed remotely and we will always try this option first to avoid any 'No Fault Found' charges been applied. Please ensure you have provided full information of the fault. If you have additional information please send to us via our e-message system.

I'm worried they will try a swift one and say it isn't faulty as the HDMI port does work with certain configurations.

Mark31

I've heard back from Dell and Debenhams plus today...

Dell have said no to a brand new monitor being sent as the warranty started in April when they shipped to Debenhams plus, I have argued my point and said I have had the monitor 2 weeks and it isn't my fault so they are opening up a new request for a new replacement monitor, I may still get told no.

Debenhams are happy to arrange collection to test the monitor, as this is a very specific problem and some HDMI inputs work but the Xbox One refuses to get video signal I am worried they will tell me it is perfectly fine and bill me for the return and then send me out my monitor again. I have said I'd only accept a new replacement monitor if it is a new revision which is A03, I am yet to hear back on this.

How should I proceed? Ideally Dell will send me my new monitor and I can be done with the saga but I can't see it...

unholyangel

Afaik, manufacturers usually have warranties default to the date they sold them and then update them to the purchase date when you provide proof of purchase/fill out the warranty card.

Personally if a tv was working on HDMI while connected to other stuff but just not the xbox one, I'd be doing some trial and error to try and establish whether its the tv or xbox one at fault because that would imply to me that theres some specific issue with the xbox connection rather than the tv itself. Especially since googling seems to imply its a known xbox issue.

I didn't go through all the threads as there was far too many but a few said resetting their display settings (on xbox) fixed the issue.

Another common issue seemed to be people plugging it into the HDMI in port rather than HDMI out.