Dell UK refusing further contact after a PC DESKTOP monitor breaks after just over 2 weeks.

born_again

tonysp said:

Their reaction to your photos of the display suggest that they believe the damage was caused by physical pressure to the screen or bending it sometime after those first 16 days, which would not be covered.
Could that have happened?

Thanks for replying.

No, with 100% honesty the monitor was connected to the PC and has remained in the same place since day one. No movement at all. I have no desire to carry a 32" PC monitor around the house. I am 50+ years old with no animals or children who may have knocked it without me noticing.

Has the screen worked at all since you received it?

powerful_Rogue

HillStreetBlues said:

tonysp said:

Alderbank said:

SiliconChip said:

Although you shouldn't need to at this stage I might be inclined to get an independent report stating what the issue is, which will hopefully confirm that it's not physical damage. That would prevent any arguments about damage in transit if Dell did agree to examine it. You should then send Dell the bill for the report as well as the full refund.

Lots more lower cost options to try first, including possibility of chargeback or s75.

Amex were my first call after Dell closed my case immediately, Amex claimed that if they were to refund me Dell would still claim it is user damage (it isn't) and the money would be taken again.

I did start another new "contact us" via Dell and recieved a ref number with a link to check on your progress, well the link then claims "No support request details found. If you have just created the request, please try again in a couple of hours", the request was entered around 10 hours ago so it now seems to be that Dell have completely closed any further contact, case closed as they told me.

I will wait until late Monday for any kind of online reply and then Tuesday send a recorded delivery to Dell head office explaining my problem and my intention to proceed with the small claims court.

Amex are wrong, make a complaint.

Say you didn't receive the monitor and Dell claimed you received it.  Unless Dell provided proof the it was received they would lose the chargeback.

As you had it for such a short time it's the onus is Dell to prove you damaged it.
The if it's on a credit card,  They have to show the fault wasn't inherent. Considering they can't see any damage on the  monitor it would be impossible for them to know you caused the damage.

I don't think fraud is the answer.
Apologies, reading that back a few times I can see you was using that as an example of chargeback!

tonysp

HillStreetBlues said:

tonysp said:

Alderbank said:

SiliconChip said:

Although you shouldn't need to at this stage I might be inclined to get an independent report stating what the issue is, which will hopefully confirm that it's not physical damage. That would prevent any arguments about damage in transit if Dell did agree to examine it. You should then send Dell the bill for the report as well as the full refund.

Lots more lower cost options to try first, including possibility of chargeback or s75.

Amex were my first call after Dell closed my case immediately, Amex claimed that if they were to refund me Dell would still claim it is user damage (it isn't) and the money would be taken again.

I did start another new "contact us" via Dell and recieved a ref number with a link to check on your progress, well the link then claims "No support request details found. If you have just created the request, please try again in a couple of hours", the request was entered around 10 hours ago so it now seems to be that Dell have completely closed any further contact, case closed as they told me.

I will wait until late Monday for any kind of online reply and then Tuesday send a recorded delivery to Dell head office explaining my problem and my intention to proceed with the small claims court.

Amex are wrong, make a complaint.

Say you didn't receive the monitor and Dell claimed you received it.  Unless Dell provided proof the it was received they would lose the chargeback.

As you had it for such a short time it's the onus is Dell to prove you damaged it.
The if it's on a credit card,  They have to show the fault wasn't inherent. Considering they can't see any damage on the  monitor it would be impossible for them to know you caused the damage.

Thanks,

I hadn't really considered the option of twisting Amex's arm and politely asking them to go with the chargeback anyway. At this point I suppose I have nothing to lose.

When Dell brushed me off immediately I must admit I was surprised and disappointed with the response from Amex. I can easily call them again although speaking to an American employee it may be possible that UK consumer law isn't their field of expertise (and why would it be).

Two more messages have today been fired off to Dell (one via resolver, I have never used them before but the process was simple enough).

With it being the weekend I suppose I have to sit back and wait for a possible reply.

I can be like a dog with a bone at times so this problem may torment me but I will continue until I hit a brick wall.

If I receive any updates I will update this thread, it may eventually be useful to others.

Thanks again everybody.

HillStreetBlues

https://www.financial-ombudsman.org.uk/decision/DRN4805274.pdf

Decision about a faulty wig (I know )

Miss D purchased a wig in November 2018 for £459. Although she was initially happy with
the wig, after approximately one week she found faults with it. She was unable to resolve the
issue with the seller so she raised a chargeback claim with Barclays on 15 November 2018.

Barclays didn’t agree. It said Miss D had raised a chargeback because she wasn’t happy
with the quality of the wig. It said that evidence provided by the merchant indicated that
Miss D was happy with the quality of the wig when she received it, and that because this
was an item which required care to keep it in good condition, it was likely that the quality
issues had arisen whilst the wig was in Miss D’s possession.


The findings

Barclays says that the merchant’s evidence led it to conclude that the chargeback claim
would’ve been successfully defended. It says the evidence suggests that the wig was in
Miss D’s possession for some time before any faults were reported, and that Miss D had
been happy with the wig on delivery.

I’ve thought about these points. In relation to Miss D being happy with the wig on delivery, I
don’t think this is conclusive evidence that the wig was of satisfactory quality. It’s very often
the case that faults with products don’t become apparent until the product has been used.
I’m not persuaded that an initial expression of contentment on delivery amounts to evidence
that any faults with the items developed afterwards.

Taking into account all of the available evidence, I think Miss D’s chargeback claim would’ve
been successful.


So just because it worked when you first used it, doesn't mean you must have caused the damaged if it then becomes faulty.

Alderbank

born_again said:

tonysp said:

Their reaction to your photos of the display suggest that they believe the damage was caused by physical pressure to the screen or bending it sometime after those first 16 days, which would not be covered.
Could that have happened?

Thanks for replying.

No, with 100% honesty the monitor was connected to the PC and has remained in the same place since day one. No movement at all. I have no desire to carry a 32" PC monitor around the house. I am 50+ years old with no animals or children who may have knocked it without me noticing.

Has the screen worked at all since you received it?

OP said 'I have had the item for just over two weeks, the first 16 days were fine then problems appeared.'

tonysp

born_again said:

tonysp said:

Has the screen worked at all since you received it?

Yes, I plugged it in on the 30th May, (the day of arrival,I have no patience when it comes to new shiny goods) and it was fine.

In fact I was very impressed until the first flickering instance on the 15th June.