Dell warranty and the law, grumble grumble

ubersonic

ubersonic

ubersonic

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26 May 2009
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Ill keep this short, basically my girlfriend has a dell studio 15, they are re-known for heat related issued due to a design flaw that not only did dell never address but actually made worse by putting hotter and hotter CPU's in it as time went by, anyway we called dell a few weeks back because it had gotten beyond a joke and they told us the were only a few days left on the warranty and we should extend it, we said no thanks we just wanted them to fix it, so they sent somebody to collect it.

They then returned it with paperwork to say they had replaced the motherboard, the fan, the touch-pad and some other components. She tried to power it up and the screen isn't working, just shows white with bits of chaos and some blue banding. Works fine off external display but they sent a sheet with it to say it booted into windows fine, did they use an external monitor for their testing? :S

Anyway were finally at my point: Legally speaking should they be fixing this mess even though the warranty has now expired? I would assume yes considering it was sent to them for repair while in warranty because it was almost unusable and they have returned it completely unusable however I don't know what the law would say on this (and have a good idea what they will say).
 
Yes, they should take it back as they obviously haven't fixed it yet.

And don't worry about it being outside the 12 month warranty guff, you've got more cover than that under the Sale of Goods Act. Things should last a reasonable time (but of course there's no set meaning of "reasonable"), not expire with no comeback after 366 days.
 
repairs come with their own warranty anyway - so if it breaks after the repair it's still under the repairs' warranty.
 
The most important question that needs to be asked here is where exactly did you buy it? From Dell directly? Or some shop? If it was not purchased directly from Dell then they aren't required to do anything for you regardless of the situation. If you bought it from them direct then most manufacturers will observe an unwritten "warranty on the repair" time, that you should be able to make an appeal to.
 
Than at this point it is a simple case of not making a mountain out of a molehill. Contact them and inform them that there was a continued problem directly after receival. Most likely they will just accept it for another repair even if it is just outside the official warranty period. The trick is to stay calm and appeal to their sense of "right and wrong". Avoid making demands and vague legal threats. That justs put everything on edge.
 
ubersonic said:
Was bought from dell direct just over (3 days now) 12 months ago
Click to expand...

Nothing to worry about. The "12 month warranty" is their policy, not the law.

If they get arsey about it (they shouldn't do though, it's their problem if they didn't repair it properly), the SoGA will become your new best friend.
 
Just a little note as I had almost the same issue.

It's usually dell policy to just replace an item if they can't repair it after 3 attempts.

Got so fed up of them doing repairs that didn't actually fix the problem and the engineer just leaving say he'd done what he was told to that I started phoning random numbers between two dell numbers listed on saynoto0870. Guess that they were extensions and managed to get through to a Scottish dell marketing manager who mentioned this.
 
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