What a 'reasonable amount of time' for a laptop that cost over £1000?

Jon_01

Afternoon all,

I've a Dell Alienware laptop that's on the blink. The screen goes black and won't recover for anything from a few minutes to many hours.

It's less than 18 months old.

It's out of Dell warrantee, but as I understand it an item has to last a reasonable about of time. I'd think the less than 18 months for anything that cost over a grand isn't a reasonable amount of time?

What's the process for approaching Dell? I know that their Indian call center will just cut me off if I ask anything they don't want to deal with (I've had problems with them before).

DCFC79

How did you pay for it ?

You need to get a report stating the fault, must state something explicit but cant remember what though. Have a read up on your rights.

paddyrg

DCFC79 wrote: »

How did you pay for it ?

You need to get a report stating the fault, must state something explicit but cant remember what though. Have a read up on your rights.

Inherent is the word you're hunting for

unholyangel

Speak to Dell as they may offer to look at it themselves (so no report would be required) however if they aren't willing, then you would need an independent report. A report just saying that the computer is faulty wouldn't be enough, it would need to say why it is faulty (ie poor soldering). However if the report finds in your favour, Dell would be liable for the cost of the report.

Jon_01

DCFC79 wrote: »

How did you pay for it ?

You need to get a report stating the fault, must state something explicit but cant remember what though. Have a read up on your rights.

Paid for with a Halifax cc. So will that make them jointly responsible?

Jon_01

unholyangel wrote: »

Speak to Dell as they may offer to look at it themselves (so no report would be required) however if they aren't willing, then you would need an independent report. A report just saying that the computer is faulty wouldn't be enough, it would need to say why it is faulty (ie poor soldering). However if the report finds in your favour, Dell would be liable for the cost of the report.

Dell cs is a nightmare. They simply will not answer any questions that their script doesn't cover and will just cut you off if you repeat the question or even ask to talk to a manager or supervisor.

Is it worth trying to contact their exec office and saying just that. That I'll get a report and it'll cost them more in the long run?

steampowered

When my Alienware PC stopped working about 2 years after I got it, Dell were excellent. They collected the PC and identified a problem with the processor and swapped it out free of charge. I think I had to pay a delivery charge but that was all.

I believe Dell have separate customer support for Alienware? Or at least they used to.

Is it possible your laptop is overheating, that would explain why the screen suddenly goes black? Try giving the inside a good clean and perhaps de-overclock it.

DCFC79

paddyrg wrote: »

Inherent is the word you're hunting for

Yep, thanks for that.

DCFC79

Jon_01 wrote: »

Paid for with a Halifax cc. So will that make them jointly responsible?

It does yes but see what help Dell provide first.

Do Dell have a technical helpline to talk through the issues.

Yes the exec office might be a good shout.

Jon_01

DCFC79 wrote: »

It does yes but see what help Dell provide first.

Do Dell have a technical helpline to talk through the issues.

Yes the exec office might be a good shout.

Dell do have a tech dept, but as the warrantee has run out they change £25 to talk to them!

DCFC79

Jon_01 wrote: »

Dell do have a tech dept, but as the warrantee has run out they change £25 to talk to them!

Try the execs office as you ssuggested. Maybe see if you can clean the fans out. If no luck get a report done and see what happens from that and give Halifax a try.