Dell m14x Laptop with fourth hardware fault? How do I get my money back?

Hello,

I've got a serious issue with a Dell Laptop which is two weeks away from being out of EU 2 year warranty.

It has had four hardware faults since I bought it, hard drive failure (faulty factory batch), keyboard (keys fell off), motherboard and it would seem yet again after replacement.

I'm a VFX student that depends on their laptop to pass modules, they keep fobbing me off, how do I force a replacement on them or get my money back?

A fourth repair is not an option they messed me around far too much the previous times and obviously the repairs didn't work.

I read somewhere a while back that there was an EU law that said I could demand a replacement or a refund if a laptop was sent back for repairs 3 times or more, could someone direct me to it please?

 

It's usually reviewed on a case by case basis. Meaning that if the issues are completely unrelated and have a considerably long length of time between them then it's not possible to get the replacement. Also a refund is possible only within the 1st 21 days of the purchase. The technical support team has tried their best to help by sending technicians and parts to replace whatever part was broken on your computer.

I would recommend you to either extend the warranty for more time to make sure you have coverage for any issues that may arise in the future or talk to the agent that has been handling your case and request him to escalate it to his/her manager. This does not mean that the exchange will be done but at least they'll consider it.

 

Dell are actually honoring the EU legal requirement for a 2 year warranty? That's news to me I thought they were still sitting on the 1 year unless you pay extra routine.
If your in the UK you can use the UK sales of goods act which entitles you to a repair or refund within 6 years if the goods are not fit for purpose - although you have to prove that they aren't fit for purpose.

 

That is what I've been using but the Alienware representatives as you can see above are lying there faces off. Two Motherboards in the space of less than two years sort of suggests not fit for use and "the Harddrive fault" has actually being reappearing as the Motherboard problems. How can two Motherboards fail in less than two years?! I have had Toshibas and Advents that have survived 10!

 

A refund is possible when the laptop was faulty at purchase (Hard Drive confirmed by Dell to have factory fault) and/or not fit for use, is two motherboard replacements in less than two years acceptable to you? That's leaving out the faulty keyboard.

To say I am fuming is little said, and the agents I have been talking to have been lying about Customer rights laws, the laws that everyone can see online and I have open in front of me.

The best part THE BEST PART is that I get contacted by a middle man not the one that makes the decision, I don't get the decision makers name or contact details and they literally make up excuses when I am quoting SOGA.

Seriously, how am I meant to deal with this? If I have to take this to small claims court I will.

Don't you think it's a tiny bit cheeky to try and sell me extended warranty when Dell is actually legally obliged to give me a refund or a replacement due to the quality of the product it sold me?

 

You've been quite unlucky as I have had no issues with my 14x - clearly something has gone wrong with yours from the beginning - what brand of hard drive did they sell with the laptop initially?

My advice at this stage would be to fire off an email to Michael Dell (you'll find his email address online) explaining the situation in full and leaving all your contact details for them to get back in touch with you.

The last course of action would be the small claims court but I would hope that they would sort the problem out long before this stage!

Also what exactly is the current fault and what were all the previous faults?