Help needed ASAP

Hi,

So i recently posted a thread on this site about an Alienware M17XR1 that i had. This laptop came to an unfortunate end when i spilt a cup of coffee through the keyboard.

The problems have been almost none stop since this happened so i will go through the different stages of my journey with dell.

1,

I had complete care and sent this laptop so they classed the old machine as Economically irreparable.

2,

They offered me an upgrade replacement laptop, An M17XR4. This was far better than my old rig so i accepted their offer.

This is where the problems started.

Because i claimed they decided i was no longer entitled to the one year of Complete care i had left.

3,

I raised hell and made them put the cover back onto the NEW laptop they sent.

so that issue was resolved.

4,

Next they returned the M17XR1 that i had originally claimed on.
THey returned this unit in a completely battered state and had put scratches through an other wise perfectly good screen.
I was not happy but considering what they was sending I didnt see how i could complain to much, other than potential self repair and resale on the M17XR1 was now shot.

Reluctantly i decided i could let this go.

5,

New laptop (M17XR4) has now been received and runs like a dream other than a slight overheating issue.

SO by this point i have a new laptop with one year complete care on it, ( i rang to double check)

6,

This morning yet another laptop turned up...
I was very confused but iv checked and this is indeed another M17XR4.
Yet the plot thickens more.

7,

I checked my email and it appears for the last week or 2 i have received emails asking to confirm a pickup date and time to collect my laptop.
I dont check my email often so that was my fault for not spotting it sooner.

I decided to play hard and not mention the fact they had sent a new laptop that i had received this morning.
All i asked is: What laptop do you need back? i was told the old laptop was economically irreparable so they sent me the new one to replace my R1. WHy do they need the old one back?

8,

there reply has shocked me, It turns out the laptop they want back is the M17XR4 ( the first replacement machine).
I rang to ask why they want this back since it was a replacement for the old one i spilt coffee on.

All the woman could tell me is that because they sent a new one (meaning the one they sent today) then they always ask for the old machine back. Meaning the R4 they sent as a replacement.

9,

I asked why they need this back considering it was a replacement machine?

Im not greedy and although a free machine does sound good i decided that now was the time to mention the fact i received a laptop this morning that i shouldn't have. She seemed to be aware of this.

She said that was not her department so she was going to get me a phone meeting with the original person at dell who was handling my original claim. The paper trail, signatures and dell tech support all relate back to this one person, this is where the error lies.

10, Finally

by this point i am waiting to hear from dell as to what the hell is going off, why i now have 2 laptops signed for and under my name.

After speaking to some relatives it seems i made the right choice not to open it.

My main concern at first is does the laptop technically belong to me.
Considering the Unsolicited goods act 1971.

I had not asked dell for this laptop and they sent it.

They have informed me that they want a laptop back but the issue is they are technically asking or the wrong one.

The first replacement machine is now opened and being used, yet this is the machine they want back.




This entire situation is confusing me to hell and back.

I know have 2 laptops.

MY questions are this...

DO i have a right to keep both laptops?
Unsolicited goods act 1971- THis says yes if they hadent asked for a laptop back.

They are asking for the wrong one back so can i tell them to recollect the one i received today?

If/WHen they do ring, do i mention the fact they sent me a new one today? or stick to the story that the one they want back is a replacement for an old machine.

If i do have to give it back and keep the newest one then do i have the right to raise hell and get any compensation since this laptop is now got a lot of business asset documents and programs that will be lost and it has the complete care registered to it?

And the last question is, WHy the hell did they ask for the replacement back when they could have just stopped production on the newest machine? i had received these emails while the newest laptop was still in production. i checked the dates today.

Sorry for this very lengthy rant but i need answers before i take on dell again.

Any questions or further info needed please ask.

Thanx

Tom

 

THere is one more twist i forgot to mention.

They are asking for a the replacement back and they have quoted the product key, the issue is they are also quoting the order number from the first machine yet the reference number from the second one. All the emails and references they send have this error.

So i dont actually know solid which machine they are talking about?????!