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    Dell - Repair/replacement and my rights

    My Vostro 1700 laptop is having some amazingly bad issues with the screen backlight and it is just under the 30 days old period.

    I contacted Dell by email with no response so I called them and surprise surprise indians. To cut a long story short the guy arranged for a engineer to visit on site tomorrow to replace the LCD screen and the graphics card.

    Now what are my rights? This is a pristine laptop, I took it out of the box, noticed the issue and stuck it back in the box.

    -Do I let him just do the repair and then see what happens? Do I still have my rights to a new replacement if the repair is **** or dosen't solve anything?

    -Can the engineer go 'Yep theres a problem' and then call Dell himself and say 'the guys laptop is under 30 days old, he wants a replacement rather than me carrying out a repair'

    -What are the official trading standard laws relating to exchanges and repairs?

    Thanks :thumbsup:

    8 Comments

    Indians.........really??? They sound more like Cowboys. :whistling:

    The engineer may well not even work Dell (they are all contracted througn other comapnies in this area), he will simply be sent to your house with replacement parts and he will fit them, don't expect anything more in from him/her in terms of negotiating with Dell. If that doesnn't fix it, he will phone Dell to update them and return usually next day with parts.

    I'm a bit puzzled though, if you have had the laptop for 30 days why have you left it sitting in a box this long?

    John

    Original Poster

    Johnmcl7

    The engineer may well not even work Dell (they are all contracted througn … The engineer may well not even work Dell (they are all contracted througn other comapnies in this area), he will simply be sent to your house with replacement parts and he will fit them, don't expect anything more in from him/her in terms of negotiating with Dell. If that doesnn't fix it, he will phone Dell to update them and return usually next day with parts.I'm a bit puzzled though, if you have had the laptop for 30 days why have you left it sitting in a box this long?John



    I emailed them as soon as the problem was discovered but they never replied, I sent another...They never replied.

    The reason I only got round to calling them earlier this week is because it is incredibly hard to be home during their opening hours, with my long working hours!

    Think I'll just let them repair and see if I get a decent screen this time! Then take it from there. At least I can see if the screen is any better tonight rather than waiting a few weeks for them to build and ship me a replacement.

    under trading standards the item must be fit for the purpose it was purchased for and the standard usually set is within six months of purchase replacement at company`s expense .
    Or after six months a repair

    johncas

    I emailed them as soon as the problem was discovered but they never … I emailed them as soon as the problem was discovered but they never replied, I sent another...They never replied.The reason I only got round to calling them earlier this week is because it is incredibly hard to be home during their opening hours, with my long working hours!Think I'll just let them repair and see if I get a decent screen this time! Then take it from there. At least I can see if the screen is any better tonight rather than waiting a few weeks for them to build and ship me a replacement.



    They only respond to phone calls I've found, I had a similar problem where I found my XPS M1710 had a graphics problem and a glitch on the screen. Got nowhere with e-mailing them and their live chat never seemed to work, got an engineer out next day with a graphics card and display however.

    John

    Original Poster

    Engineer visited (I wasn't present), from what I've been told and left he has phoned Dell who are to get back in touch with me as he agreed since the machine is so new and pristine I should 'stick to my guns' and demand a brand new replacement.

    :thumbsup:

    If the replacement is no better I'm just going to request a refund!

    You are entitled to a full refund or a new laptop do not settle for a repair and tell them you have given them the option to follow the sales of goods act and after 48hours you will issue a chargeback (if credit card) and/or Summons (if cash or bank payment) and that they have 30 days to collect it at their expense or the laptop will be yours to keep. Dont be fobbed off by no-one and remember your credit card company MUST follow the equal liability law. I'm about to buy 3 of these lappys, hope I have more luck :-)

    businesslink.gov.uk/bdo…367

    bbc.co.uk/con…tml

    financial-ombudsman.org.uk/pub…htm

    Original Poster

    Mister_E

    You are entitled to a full refund or a new laptop do not settle for a … You are entitled to a full refund or a new laptop do not settle for a repair and tell them you have given them the option to follow the sales of goods act and after 48hours you will issue a chargeback (if credit card) and/or Summons (if cash or bank payment) and that they have 30 days to collect it at their expense or the laptop will be yours to keep. Dont be fobbed off by no-one and remember your credit card company MUST follow the equal liability law. I'm about to buy 3 of these lappys, hope I have more luck :-)http://www.businesslink.gov.uk/bdotg/action/layer?topicId=1074027367http://www.bbc.co.uk/consumer/guides_to/law_goods.shtmlhttp://www.financial-ombudsman.org.uk/publications/ombudsman-news/31/creditcards-31.htm



    Well maybe you can report back on how your screens are! I LOVE the laptop apart from the backlighting issues, it really is amazing how much is packed into it!
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