Dell reoccuring fault

1234

I have a dell notebook which i purchased January 2006 which has had the same fault reoccur since january 2008, this fault has occured 3 times now, I have a Next working day warranty where an engineer will come out and fix the problem.

each time it was repaired about a few weeks later the fault reoccured, so i wished to complain. i also noticed the the engineer had not correctly shut the case of the notebook.

someone from customer relations called me regarding the problem but continued to mainly focus on the fact that the case was misaligned,

I said to him i would send pictures to him as he sounded rather confused, when he had received the pictures he turned around and said i had dropped the laptop and that there was a big crack on the case which the warranty will not cover and i am liable to pay to have this corrected. to be fair the clear plastic made it out as if there was a crack there.

this really got me angry as the cover was replaced and still had the clear plastic on, so i removed it took another picture and sent it back to him along with the picture of the plastic to show him why it looked as if this had happened. I also replied in the mail that is moving away from the original complaint that the system keep having reoccuring fault although certain parts have been replaced and something is not right, so i requested either they replace it or refund.

the guy then called me up and was extremely rude saying if i wanted to procede with legal action then what the #OOPS# am i talking to him for and he didnt care wot i did, i told i had no intentions of making this into a legal matter as i am only a student, i was extremely shocked he spoke to me like that and all i wanted to do was get him off the phone rather than have a heated argument. he said he would have an someone pick up the machine and have a look to see if it was damaged and then they will call me with a price to replace. but my argument is there is no crack nor has the notebook ever been dropped, secondly my warranty states I have next business day on site engineer help, i had extra for this warranty type but they want to take it away which mean i paid extra for nothing

i need advice as what i can do, i cant really afford legal help as i'm paying my way through uni at the moment, am i within my rights to request the machine be replaced with another one of similar specification or can i request a refund.

Thanks in advance for your help.

Regards

custardy

whats the fault?

1234

custardy wrote: »

whats the fault?

when powering up the screen doesnt work, the lcd light goes on but no output, sometime it will also happen in windows the lcd, motherboard and graphics card have been replaced but fault keep reoccuring.

superscaper

1234 wrote: »

i need advice as what i can do, i cant really afford legal help as i'm paying my way through uni at the moment, am i within my rights to request the machine be replaced with another one of similar specification or can i request a refund.

Citizen's Advice Bureau is free. Taking out a small claims court case is something like £30 which you get back when you win. We're not exactly talking about retaining barristers here. I think it was a bit of a mistake to explicitly say you have no intention of bringing a legal case as you've basically said to them they can do what they want without recourse.

1234

i appreciate you help,

can i ask dell now to replace the system as the same fault has occured 3 times they've attempted to fix it twice or will i need for them to repair again? the issue is now coming into the 3rd month and still not resolved.

my warranty is next working day on site maintenance but they wish to take the system away which will leave me at a loss as it they've said turn around to be approx 7 working days

in the email i sent to them i requested the following

1. The system is collected by Dell for a full refund or credit towards my next purchase.
2. The system is collected by Dell and replaced with a machine of my choice to the same value/specification which will not leave me at a loss!

the above choices are more or less the same am i being to demanding or is this a resonable request?

michilin27

sorry to butt in but can ask how much your paying for your warranty? i was looking to get the same as you have described for my own dell laptop, my mum also has one and has the same tpye of warranty and the quote they give me was £50 dearer that hers!

hope you get your laptop sorted!


cheers

1234

michilin27 wrote: »

sorry to butt in but can ask how much your paying for your warranty? i was looking to get the same as you have described for my own dell laptop, my mum also has one and has the same tpye of warranty and the quote they give me was £50 dearer that hers!

hope you get your laptop sorted!


cheers

I dont remember how much exactly as the dell configurator is confusing, all i remember was it was £70 more than the standard 3 year. i believe if u buy the warranty after you have purchased the laptop, it is more expensive.

1234

are there any templates i can use to put my complaint in writing?

SilverScooby

Try emailing [EMAIL="Michael@Dell.com"]Michael@Dell.com[/EMAIL] which should escalate your case up to executive level and get you past first line tech support.

The forum www.ihatedell.net is a pretty good place for support too

1234

The laptop i purchased was fiananced using Dell financial services underwritten by CIT Group Finance

I understand I have some rights under section 75 of the Credit Consumer Act but i dont wanna go guns blazing without know full facts of the law

Can i sue for breach of contract?

DellCA

Hi-

This is John at Dell headquarters. I wanted to chime in, as I think I may be able to help.

Generally speaking, Dell will replace a system only when they have taken every reasonable measure to fix the problem, or when no reasonable options to fix a system are feasible. In your case, we've tried twice.

Feel free to send your case number to me, as I may be able to get something done for you. You can send it to my group's inbox:

[EMAIL="customer_advocate@dell.com"]customer_advocate@dell.com[/EMAIL]
'ATTN:John'

I'll do what I can to help.

John
Dell Customer Advocate