Dell

sansnom

sansnom

sansnom

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Basically Dell is completely messing me around.

I've bought a 4 year on-site warranty along with a laptop for my brother-in-law which was supposed to be worldwide as he's based in Dubai. I specifically asked if the warranty covered Dubai and the salesman said "yep that's fine, we have a service centre there in Knowledge village".

We took delivery of the laptop only 3 weeks ago, turned it on for the first time and there's sound crackling bad everywhere. The battery is also defunkt and only lasts about 20 minutes even if the computer just idles. Went through technical support and they've come to the conclusion that the laptop needs replacement.

But they won't replace it as it's in Dubai. They are refusing to do anything despite the fact that it was sold to me on this premise. They are being extremely rude and unhelpful and won't even pass me onto supervisors or managers who can escalate the issue. Unfortunately there's no way to get in contact with these supervisors directly, I have to keep going through the indian call centres and 1 week later I'm still in the dark waiting for a response from them.

Who can I report this to as I'm sure this is breaking some sort of law? They can't be allowed to get away with blatant mis-selling and false advertising and then refuse to do anything about it when they have.

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oops just realised this posted in General hardware for some reason - Dons can you please move to General Discussion?

thanks
 
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If they are refusing to replace it they must be giving some reason for example it might be unreasonable to expect them to collect it from your premises anywhere in the world at all but they should give an alternative say your bil drps it to their centre.

Try the online fault system rather than the phone version. they also have forums where eitehr dell staff may forward your query or someone else will have knowledge of alternative contacts. If the laptops only 3 weeks old you should be getting emails frm *** customer services.
 
Contact the consumer advice place you have in england. Can't remember the exact name now.

The fact that they told you that you'd have cover in Dubai and now you don't would come under false advertisement.

Also the obvious fact that the laptop simply doesn't meet requirements would be an issue too.

It's up to them to give you a fully working laptop and conform to the conditions they agreed to when they sold it to you. If they refuse then demand your money back.

If they want to go to Dubai and get the laptop back that's up to them, you're in no way obliged to send it back to them in order to get your full refund if they refuse to honour the terms and conditions of your contract with them.
 
Darg said:
Contact the consumer advice place you have in england. Can't remember the exact name now.

The fact that they told you that you'd have cover in Dubai and now you don't would come under false advertisement.

Also the obvious fact that the laptop simply doesn't meet requirements would be an issue too.

It's up to them to give you a fully working laptop and conform to the conditions they agreed to when they sold it to you. If they refuse then demand your money back.

If they want to go to Dubai and get the laptop back that's up to them, you're in no way obliged to send it back to them in order to get your full refund if they refuse to honour the terms and conditions of your contract with them.
Click to expand...


exactly!

They're saying, oh well our worldwide warranty only covers replacement and service in the UK. It's absolutely absurd. What the **** would be the point of buying a worldwide warranty if I can only ever get it serviced or replaced in the UK?

And you know trying to explain this simple logic to a bunch of indian call centre muppets who barely speak a word of english is really beginning to infuriate me.

I just want to submit a complaint to a consumer regulatory board or something and let them either deal with it or give me proper advice on what to do next. Does anyone know the name of the relevant board/service/watchdog??
 
Contact Consumer Advice and ask them for what needs to go on a letter, and (I think) a case number.

Write a letter to Dell, and let them respond to that first. Send it recorded delivery, and copy in Consumer Advice with the reference number.

Dell if they have any smarts will sort it out then and there.
 
Hi i hate dell 2!!! rock on! :p lol

I bought a second hand laptop of ebay and it broke within a week! it's such a bad design that it just melted it's graphics card. but the guy of ebay replaced it, this then happened again a year later and i got it fixed for free by a friend but the third timethree weeks ago i had no more favours due to me so i had to use dell. I payed them £250 for them to collect my machine and fix it,they diddnt turn up the day they said they would so i had to have my mum stay home from work 2 days on the row the machine was fixed but my mum couldn't skip work again so we had to get them to change the delivery location to her workplace, this took over 5 phonecalls! It arrived faulty :>:>:> theyd broken the ******* motherboard and they said as they only fixed the graphics card this wasnt their problem and i was told i had to (not i could but i had to spend over £400 to fix a problem they caused. i looked up the law on the net and it states that "no matter how small the fault caused in the repairer's care they are obliged to repair it free of charge" (this is not a direct quote i can't remember exactly what it said) and i told them this when they called me and they diddn't have the required information. They phoned me and diddn't think to have any of the information they might need to assist me, every time im asked for my service tag by a near silent voice on the end of the line who doesn't understand what i say. I've asked to be put through to a superior and he said no, so i told him ( i was getting annoyed at this point(edit: more annoyed)) to put me through to someone else i dont give a damn who and he said that he'd prefer to do this himself as every single person at dell would say exactly the same as he did (i had to stop myself telling him half their employees dont speak english as this would make the situation worse) i am still trying to resolve this and they were supposed to phone me an hour ago but yet again they diddnt bother.


if your going to report them you could try the trading standards http://www.tradingstandards.gov.uk/
 
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