Laptop was damaged either in transit or at Dell

ChDarcy

Here's the situation.

I had a few dead pixels on my display. I have NBD ProSupport. So I contacted Dell on the 18th June, in order to send it in and get it repaired (it took them almost two weeks  to arrange for my system to be collected.) They asked me to run diagnostics, etc, and take a photo of the screen. I ran diagnostics, everything was fine. I also sent them a photo of the display.

Dell sent me a box to put the system in. They also arranged for the box to be collected by UPS. The system was packaged perfectly in the box. It was snug and secure.

The system was collected on the 29th June. On the 30th June, I received a text from Dell confirming that they received my system.

 

On 9th July I was told that there is liquid damage to the system. Apparently, this has caused damage to the LCD and the hard drive.

 

I have photographic evidence that my system was in pristine (AND DRY) condition before I dispatched the machine. The date which I took the pics are clearly shown on the menubar of the system.

So, essentially, Dell are calling one of their customers a liar. I told the Dell customer service agent that I ran diagnostics. I also told her that I took photographs of the system before I dispatched it. Which is all true. 

 

This damage was either done in transit (UPS) or at Dell.

 

I refuse to pay for damage that happened whilst the system was not in my possession.

 

Can anyone give me any advice? Legal, or otherwise.

 

The ironic thing is, I was going to buy another Dell laptop to replace the aforementioned one. Well, that idea is on ice as I'm not willing to give Dell another GBP. I send the system to Dell so that they could replace the display. In retrospect, I should"ve listed the system "with dead pixels".

Thank you.

visidigi

Well, liquid damage would invalidate any warranty to address the dead pixels issues (they don't have to be connected to each other).

Have they provided any evidence of the liquid damage they are saying exists?

Diamandis

Well there's no real way to say if there's water damage without looking inside the laptop. You don't really know if it had water damage or not when it was shipped to them. You could ask for details on the water damage. If it's caused corrosion inside it's unlikely to have been recent. 

bris

Water damage is easily visible, it doesn't need to be corrosion the water marks are easy to identify. 

How can you photo water damage inside the case? Photo evidence is very rarely accepted anyway as it's to easy to manipulate photos.

ChDarcy

visidigi said:

Well, liquid damage would invalidate any warranty to address the dead pixels issues (they don't have to be connected to each other).

Have they provided any evidence of the liquid damage they are saying exists?

Evidence? Not yet. The customer service person has been saying since the 9th July that send me photograph proof. Still waiting.

ChDarcy

Diamandis said:

Well there's no real way to say if there's water damage without looking inside the laptop. You don't really know if it had water damage or not when it was shipped to them. You could ask for details on the water damage. If it's caused corrosion inside it's unlikely to have been recent. 

I know what you're saying, but trust me, there was no damage done from my end. Hell, I had it listed on eBay WHILST it was being "fixed", as I assumed that it would've been sent back to me before the listing ended. Funny thing that it sold for £275. Now it's worth £0.

ChDarcy

bris said:

Water damage is easily visible, it doesn't need to be corrosion the water marks are easy to identify. 

How can you photo water damage inside the case? Photo evidence is very rarely accepted anyway as it's to easy to manipulate photos.

They are saying that it doesn't even boot up.
The "About"  page on windows has the Device ID as well as more information that would identify my system.

ChDarcy

Just take it as red that there was no water damage due to me. It never leaves my desk and I've never drank anything around it or hadit around a body of water.

Let's just play Devil's Advocate here and say that the damage was done either by Dell or UPS. 

The_Rainmaker

My nose is twitching.

askeym

The_Rainmaker said:

My nose is twitching.

It could be something to do with the high pollen count.

JJ_Egan

Does that model have moisture markers inside it i wonder .