Dell Promised a Replacement Within the 30 days. But changed their mind.

theFlash

Any help here most appreciated. Like a train crash, I could see this coming, but was repeatedly reassured by Dell.

• What did you buy?

A Dell Alienware PC for around £2000.00

• When did you buy it?

2nd December 2025, delivered 11th December

• Where from? (internet or in store - it DOES make a difference)

Dell's website

• How did you pay? (cash/cheque/debit card/credit card etc)

Paypal (which I thought was wise, but will only help within the first 30 days*)

• What went wrong?

Computer had a hardware error from new. Opened a case with Tech Support, they eventually agreed after about a week trying to get me to remove bits and re-install windows etc.. Dell Customer Care offered a refund or replacement as I was within the 30 days since delivery. I agreed to a replacement as long as it was brand new and had new warranties. They agreed, both verbally and in writing, they sought confirmation internally, which took a few days, and told me to pack the PC up for collection on 9th January 2026. 

No collection happened. Dell waited a few days, until the 30 days had passed, then said they won't replace but offered a repair. I tried opening a dispute with Paypal, but the 30 days has now passed so they can't help.

PC is in its box, virtually unused. Can't use it as intended due to hardware fault.

• What are the vendors telling you?

We agreed a replacement. They then delayedchanged their minds and are now offering a repair quoting "onsite service as per the Fix-on-Fail warranty."

• What solution or remedy are you looking for? (Companies may Repair / Refund / Replace)

It they can't return to that agreement for a brand new replacement with new warranties, then a full refund. I will not accepted a brand new repaired item.

My preference is probably now a refund as I've lost trust in them. They might collect the machine and not refund, so I am worried.

I've explained all the above to them but they are dismissive, even though they agreed it all in writing within the 30 days.

Woodstok2000

You have the right to reject goods with 30 days if faulty under the CRA 2015. Section 22 (6) confirms that 30 day clock stops running if you request a repair or replacement, therefore you are still within time. Make a formal complaint to Dell confirming you are exercising this right (quote relevant CRA sections)  and take it from there. Don't take no for an answer, and remember they must refund all costs, including delivery.

theFlash

Thank you so much for your reply.

The questions is, who confirms that they are faulty? The computer was logging a hardware fault, and the troubleshooting they made me to did not fix it (they were trying to convince me to put my own computer parts in the new machine to find out which parts were faulty - I was advised to refuse, which I did).
 
Either way they offered a replacement or refund, and it was agreed for a replacement. The CRA 2015 is a really long document. I can't find as section on faulty items etc. Hopefully there's template somewhere I can use.

Is it ok to change my request to a refund (rather than exchange), even though the 30 days is now up? I have lost trust that they would even honour a replacement, and that they might take the old machine and keep my order money.

Woodstok2000

You can confirm the item is faulty - Dell may want to examine it or send an engineer to confirm but that would be at their cost (although they can charge you costs if it turns out there's no fault), but equally they may take your word for it.

I'm not sure if there's a template, and others who are experts may have better advice but my suggestion would be along these lines:

Dear Dell,

I wish to raise a formal complaint, and confirm final rejection of, the order No. XXXX, placed on DD MMM YYYY. 

This PC was delivered on 11th Dec 2025, and was not of satisfactory quality as per the Consumer Rights Act (CRA) 2015.  I raised a support query notifying you of the issue within 30 days, and a replacement was agreed (per CRA Section 23) (attach proof if you have it).  You failed to collect the PC as agreed on 9th January 2025, and we are now almost a week past that deadline with no further movement on my replacement.

You have since proposed a repair per your warranty.  I reject this offer and continue to assert my rights under the CRA 2015.

Under the CRA 2015 I have the absolute right to reject faulty goods within 30 days of receipt (Section 22.3).  The CRA is also clear that the 30 day timeline is suspended while any repair or replacement is arranged (Section 22.6).  As the replacement was agreed on DD MMM YYYY, I am still within the time period required for a final rejection

As you have failed to provide a suitable replacement within a reasonable time (Section 23.2.a), I am exercising my right to reject the goods.  I require you to arrange for a full refund of the cost of the PC and delivery (ADD ANY OTHER COSTS HERE) to the total of £XXXX, and to arrange for the return of the PC.

Please confirm by return email the details of my refund, and the collection of your goods.

Kind Regards

theFlash

born_again

Woodstok2000 said:

You can confirm the item is faulty - Dell may want to examine it or send an engineer to confirm but that would be at their cost (although they can charge you costs if it turns out there's no fault), but equally they may take your word for it.

I'm not sure if there's a template, and others who are experts may have better advice but my suggestion would be along these lines:

Dear Dell,

I wish to raise a formal complaint, and confirm final rejection of, the order No. XXXX, placed on DD MMM YYYY. 

This PC was delivered on 11th Dec 2025, and was not of satisfactory quality as per the Consumer Rights Act (CRA) 2015.  I raised a support query notifying you of the issue within 30 days, and a replacement was agreed (per CRA Section 23) (attach proof if you have it).  You failed to collect the PC as agreed on 9th January 2025, and we are now almost a week past that deadline with no further movement on my replacement.

You have since proposed a repair per your warranty.  I reject this offer and continue to assert my rights under the CRA 2015.

Under the CRA 2015 I have the absolute right to reject faulty goods within 30 days of receipt (Section 22.3).  The CRA is also clear that the 30 day timeline is suspended while any repair or replacement is arranged (Section 22.6).  As the replacement was agreed on DD MMM YYYY, I am still within the time period required for a final rejection

As you have failed to provide a suitable replacement within a reasonable time (Section 23.2.a), I am exercising my right to reject the goods.  I require you to arrange for a full refund of the cost of the PC and delivery (ADD ANY OTHER COSTS HERE) to the total of £XXXX, and to arrange for the return of the PC.

Please confirm by return email the details of my refund, and the collection of your goods.

Kind Regards

theFlash

Only regulated companies have to have complaints dept. 

I know we have been here before, but no need for "Formal" a complaint is just that.

theFlash

Goodness me that's so helpful. I will have this ready for Dell's response to a email I fired off yesterday before I asked here (which was a little more on the tone of - that's not what was agreed, etc).

If they don't respond satisfactorily (and I doubt they will), I'll send this letter.

Alongside this, I wish others to note that I used Paypal to pay for the item for the guarantees of dispute resolution. However, Dell seem to deliberately delay until after the 30 days, to then go back on the agreement. When I opened a dispute with Paypal yesterday, it was immediately dismissed as it was (2 days) outside of the 30 days from delivery.

My bank is looking at whether they can intervene themselves. But I want others to note that the Paypal guarantees don't seem as strong as they may seem, as its usually after the 30 days that you find out a retailer has not carried out the agreements under the Consumer Rights Act 2015.

MattMattMattUK

theFlash said:

Goodness me that's so helpful. I will have this ready for Dell's response to a email I fired off yesterday before I asked here (which was a little more on the tone of - that's not what was agreed, etc).

If they don't respond satisfactorily (and I doubt they will), I'll send this letter.

Alongside this, I wish others to note that I used Paypal to pay for the item for the guarantees of dispute resolution. However, Dell seem to deliberately delay until after the 30 days, to then go back on the agreement. When I opened a dispute with Paypal yesterday, it was immediately dismissed as it was (2 days) outside of the 30 days from delivery.

Paypal's protections are less than you could get with a credit card and have much shorter timescales in general.

theFlash said:

My bank is looking at whether they can intervene themselves. But I want others to note that the Paypal guarantees don't seem as strong as they may seem, as its usually after the 30 days that you find out a retailer has not carried out the agreements under the Consumer Rights Act 2015.

Your bank will not be able to as by paying via Paypal you have broken the link between them and the retailer. 

Woodstok2000

MattMattMattUK said:

theFlash said:

Goodness me that's so helpful. I will have this ready for Dell's response to a email I fired off yesterday before I asked here (which was a little more on the tone of - that's not what was agreed, etc).

If they don't respond satisfactorily (and I doubt they will), I'll send this letter.

Alongside this, I wish others to note that I used Paypal to pay for the item for the guarantees of dispute resolution. However, Dell seem to deliberately delay until after the 30 days, to then go back on the agreement. When I opened a dispute with Paypal yesterday, it was immediately dismissed as it was (2 days) outside of the 30 days from delivery.

Paypal's protections are less than you could get with a credit card and have much shorter timescales in general.

theFlash said:

My bank is looking at whether they can intervene themselves. But I want others to note that the Paypal guarantees don't seem as strong as they may seem, as its usually after the 30 days that you find out a retailer has not carried out the agreements under the Consumer Rights Act 2015.

Your bank will not be able to as by paying via Paypal you have broken the link between them and the retailer. 

That's not always the case - I had a successful chargeback from Visa on a debit card when I paid via PayPal. Its also noted here:  https://www.moneysavingexpert.com/reclaim/visa-mastercard-chargeback/#paypal

Credit card is definitely the way to go in future though.

born_again

MattMattMattUK said:

Your bank will not be able to as by paying via Paypal you have broken the link between them and the retailer. 

Pretty much used to be the case for chargebacks. As PP would say "We do not supply goods, just move the money".
They then changed stance to accepting all chargebacks & billing seller.
But for this you need your Card linked to PP & payment taken via that card. If DD is used, then there is no cover.

I wonder if OP would be better going for non receipt of refund via PP given the written proof from Dell

theFlash

I think my Paypal is set up so that it charges the debit card, but not totally sure. I explained this to my bank and they came back to me and said they would proceed with the investigation. However they could still come back and say that the Paypal issue would stop any charge back. 

In the mean time Dell have come back to me and asked me to go through the whole thing again (see below). I packed up the machine and sealed it in its box days ago, now they want photographs. They seem to have lost the order details, case details, and are now making me apply (the third time) for an exchange, which they are saying is up to them to decide.

I feel doing all this will not get me anywhere, but not sure what to do, especially as the bank has not come back to me yet. I want it all to go away quite frankly. I have no trust in them:

Dear Customer, 

Greetings frokm Dell Technical Support. 

I request you to please share us the response for the previous emails as soon as possible as the exchange team would require the details requested to proceed to validate for approval:

 Any missing information would lead to further delay and rejection

 a. Please share the INVOICE pdf copy of the purchase for us to check and validate and assist you further.

 Please confirm the below details in case if we have to proceed with the replacement of system depending upon the validation.

1. Name:

2. Contact number

    a. Primary number:

    b. Secondary number:

3. Complete address details for the shipment of the new system:

4. Email ID:

 Please provide the below details to proceed ahead.

 1. You would now need to capture a picture of the Service tag and Serial number on the system.

2. Please write the case number, customer name, date you raised the request to Tech Support on a piece of paper.

You would now need to capture the picture with the written paper next to the Service Tag of the system. The Service Tag information must be clearly legible ( Sample attached )

I would like to inform you that there are two methods to receive the exchange. 

1. Advanced Exchange: We will deliver a replacement system first, which will require a hold on your credit card equivalent to the value of the replacement system. To avoid being charged or invoiced for the replacement system, you will need to return the original system within 10 business days from the date you receive your replacement system.

2. Return First: This option requires you to return your existing system to Dell before we send the replacement. Once the original system is received and verified, we will ship the replacement system and will notify you of its estimated delivery date.

Which option would you prefer? Please let us know as soon as possible.

NOTE: System exchange is subject to business approvals.

We are looking forward to hearing from you.

Awaiting your response and assuring you the best of our services.

Woodstok2000

If you have lost all trust in them, keep pushing for the complete rejection - thats what you are entitled to.

Alternatively if you still want a working system you could go for one of the exchange options and see how it works out. They only get one chance, so if the replacement system doesn't work you default straight to a rejection and full refund.