Dell keeps hanging up on me, want fix or return laptop

I purchase a Dell Studio 1558 two and half months ago. I've had problems with it since the original purchase. I called them as soon as I had the first problem which was on day 3. They insisted on troubleshooting the problem. I was fine with that. I've spent literally 40 hours on hold and troubleshooting the issue. They've removed, installed, and reinstalled drivers. They've had me reinstall the OS, Windows 7. Finally they said I had a bad harddrive. They sent a refurbished harddrive and I'm still having the same issues. I want to return the laptop at this point because it is defective.

Now they're saying it must be a software issue. I haven't downloaded anything on the new harddrive! It was probelmatic from the original installation. They are saying I must pay to have them check the software. ??? I keep asking to speak to someone regarding returning the defective laptop for a replacement or a refund. After being on hold and transferred numerous times I keep getting "disconnected" once I finally get to the returns department.

I've been writing down all of the Dell reps emplyee name's and employee id numbers. What is my next step? I'm at a loss. I don't know what to do.

 

I meant they "won't" fix or return. I'm so angry I can't even type.

 

I'm on the phone with Dell customer service. They are saying they are very sorry that I received a defective machine but I'm outside of the 21 day return policy. They have it documented that I called because the machine wasn't working on the 3rd day I recievd the laptop. They have documented calls from me for each week since I purchased the Dell Studio 1558. OMG! What do I do? They're saying there's nothing they can do. I can't believe this.

 

Well there's nothing we can do. If it's outside of the 21 days, your out of luck.

What warranty, if any, do you have?

 

If you live in the UK and buy a laptop that breaks in the first 6 months you can legally argue that the product was delivered faulty and they have to replace or refund it (in CASH, not credit) with a brand new product of the same spec. It is within your statutory rights to do this this. Quote them the relevant passages from the Sale of Goods Act 1979 (look them up) and say you will take them to a small claims court if you dont reply (the law will be on your side).

Also read this: Faulty Laptops Rights | Consumer Information Read this for more info, and good luck.

However if you dont live in the UK this might not be any relevance, so sorry, but look up your statutory rights in your country.

 

You've failed to detail any identifiable issues? Start by recounting the issues leading up to the service calls.