Dell Outlet returns / refunds

smyth · 7 Mar 2014 at 10:47

Hi Guys,

I just got a Dell outlet e7440 delivered on Tuesday and it was faulty due to some buzzing noise when the laptop is plugged in. They sent an engineer out yesterday and they replaced the power adapter. The buzzing for gone for the minute that he checked but was back after 30 mins.

I tried ringing them and getting a full refund but they want to try and replace the motherboard before they give me a full refund.

Is it right that they can refuse me a full refund and force me to get it repaired before they give me the refund?

Should I just contact my bank since I brought it using a credit card?

Cheers

tom_e · 7 Mar 2014 at 10:50

Tell them you're returning it under the DSR as you're within 7 days of delivery, they'll have to issue a full refund.

smyth · 7 Mar 2014 at 11:17

tom_e said:
Tell them you're returning it under the DSR as you're within 7 days of delivery, they'll have to issue a full refund.

Quoted DSR and now they're able to give me a refund. On the first call I even asked to speak to a manager and they said the same thing about how they would only try to repair it before giving me a refund. It's but me right off Dell even with the massive discounts at the Dell outlet.

HugsHeal · 7 Mar 2014 at 11:33

It's a shame you've had that issue. I've had to return items from the dell outlet before and they've always processed the return no problem.

I was told I'd have to pay the return courier fee but they've never charged me.

smyth · 7 Mar 2014 at 11:36

HugsHeal said:
It's a shame you've had that issue. I've had to return items from the dell outlet before and they've always processed the return no problem.

I was told I'd have to pay the return courier fee but they've never charged me.

Yeah it's a pity as the laptop was pretty nice and the second time I rang the CS rep was fine. The first one and the manager proper annoyed me though. Insisting on sending an engineer out even when I said the product was faulty and I was entitled to a refund, especially as it had only been 3 days since delivery.

Battery! · 7 Mar 2014 at 15:47

I have had 3 laptops from the outlet, first was perfect other 2 terrible.

Had to jump through hoops to get a refund both times, they accepted that I can send it back under the DSR but tried to charge me £20 restocking!!

Also had to take a picture of the damage with one and send it to them... very annoying.

Teknobry · 7 Mar 2014 at 16:59

why not let them change the motherboard? if that cures it you'll have a laptop cheap with brand new power supply and mobo.

Building Candy · 7 Mar 2014 at 17:26

I have bought 4 laptops form dell outlet over about 2 years and all have been perfect, they were all "certified refurbished" did you buy a scratch and sniff or whatever it is?

Teknobry · 7 Mar 2014 at 20:10

I've had laptops from there as well. Had to have a motherboard replaced on one, but the warranty is fantastic and from problem to resolution is only a few days at most.

smyth · 11 Mar 2014 at 13:55

So Dell have agreed to refund me last Friday. I explained that I don't have the original box and packaging and the CS agent agrees to send me a box for when they collect the laptop.

On Monday I get a text DPD saying there is a delivery for me on Tuesday. Not sure what it is as Dell haven't contacted me about a delivery.
So today at 13:10 I get a delivery of a flat pack cardboard box, which I assume is for me to send my laptop back in. Except there is no foam packing to actually hold the laptop!

Rang them and asked for an email update but I'm not holding my breath as the CS agent seems to be ignoring/ filtering out my emails asking for updates ...

**Edit**
No email after 2 hours. Contacted the @DellCaresPro team and found out the delivery was meant to be a collection for the laptop and I should have had a phone call. Well I did get a call from an unknown number which I answered and they just hung up after 1 second. The twitter team says they'll try another collection later today but I'll believe it when I see it.

smyth · 19 Mar 2014 at 11:25

Just another update:

Told them I was away from the Friday 14- Tuesday 18 and asked them to send a box with the proper packaging. I end up getting a phone call on Thursday 13 saying they'll get a delivery sorted with the packaging on the Friday 14 march and then collect on the 20 March.

Come back into the office today and find out the again delivery just a flatpack cardboard box with no foam packaging to protect the laptop and that they also turned up on Monday to collect the laptop. Even though I told them I wouldn't be around!

The CS agent I'm dealing with is bloody useless. Tempted to just use section 75 of the consumer credit act and get the bank to deal with it.