Dell xps M1330 refund policy (UK)

hi,

Was wondering how long does the refund policy works? is it a 30 days?
The dell rep told me that the refund policy is only 7days, mine started from 9th Nov 07 and ended at 20th Nov 07. He say i only can get a replacement now which i dont want.

Any ideas?

Cheers

 

Hi,

Unsurprisingly, what the Dell rep told you is rubbish. By law, Distance Selling Regulations, you have 14 days from the receipt of goods to return them for a full refund. Then, of course, you have the Sale of Goods Act 1979 which essentially gives you further similar rights: http://www.dti.gov.uk/consumers/fact-sheets/page38311.html

Cheers,

jahboo

 

In the US it is 28 days

 

Interestingly I cannot find anything on Dell's UK site about "total satisfaction policy" or refunds etc as you can on Dell's New Zealand website (15 day policy) or Dell's comprehensive USA site ( http://www.dell.com/content/topics/global.aspx/policy/en/policy?c=us&l=en&s=gen&~section=010#total 21 day policy). Interestingly if you search up the top of the Dell's UK website using the search terms "satisfaction" or "returns" it takes you to some user posts where 21 day policy etc is mentioned. But clearly this cannot amount to consideration for your Contract as per s 2(1) of the Sale of Goods Act 1979.

However, I think you have grounds for return here. You were told an essential term (7 day policy in the UK) on the phone POST sale therefore that becomes past consideration as per Thorntone v. Shoelane where the guy purchases a parking ticket that has the terms and conditions on the back of the ticket. You cannot be bound by these new terms which come after the contract has been made. The offer was on Dell's website and you accepted this offer, subject to the terms of sale (on the site), by purchasing online or over the phone. Dell's total satisfaction policy would lead you to believe you have 21 days total satisfaction policy and there is nothing on Dell's Uk website to contradict or lead you to believe this is not the case. Therefore the 7 day policy on the phone becomes past consideration and you cannot be bound by them. This is also confirmed in Chapelton v. Barry UDC.

Just my 2 cents.

 

That was taken from here.

But if the products are faulty, then you can return it! Who are you contacting? Tech support, or consumer care? Ask to speak to a manager! And threaten to contact your credit card company!

If the item is faulty and you paid by credit card, then there's a 99% chance you WILL get a FULL refund!!

If a manager still refuses a full refund, then dont just threaten legal action via your credit card, but actually phone your credit card company and tell them ALL the details!

Include things like dates and times you spoke to people and also get the names & extensions of people you spoke to!

However if you paid by debit card or finance you dont have the security of a credit card!

If all else fails, get a new system, then return that one! Cos you have 7 days from reciept of the new system! NOT the original system!

 

Hi. Do you genuinely have anything 'official' to back that comment up, as my own current impression is that '30 day refund' is inclusive of any replacement units.

Would they seriously let anyone continually replace a unit only to get a refund seven machines (and several monthes) down the line? It sounds like a bit of a stretch.

Although, if it wasn't for the fact that it can take several machines to get one good one they wouldn't even need to offer such a longwinded servicing period at all!

 

Funnily enough i recently had a bit of a rant here about something similar happening to me. I got a refund from them after 17 days - however it wasn't easy because they tried to tell me that i wasn't entitled to any kind of a refund as i bought over the web (i'm also in the UK) - both a customer services operator and a manager told me this. If your laptop is faulty then you most certainly are entitled to a refund and it's beyond 7 days because i was refunded (after telling them i had sought legal advice).

I really don't know what they're playing at telling people this crap. I think the information they give out largely depends on which particular dimwit you end up with when you call them.

 

Unfortunately, I used debit card to buy my laptop, because credit card limit for students is only £500.

The situation now is, they tried to fixed my CPU whining by replacing the new motherboard. During the process of assembling the laptop back, the lab tech ripped off the bluetooth cable, wireless on/off cable and the WLAN card white cable. The lab tech apologise to me and call dell tech to speak with me because i insisted a new one now. The dell tech says he will call me back next day to discuss the situation and its been 2 days now, not even a call from dell. I also wrote an email to Bantec (the company that sent the lab tech) about my frustration, and no reply from them.

The only way to contact dell is throught my dell sales rep because i can never get into the XPS support department. I tried calling the Customer Care department to ask for refund, he say no refund but only replacment, then transfer my call to XPS support.

Just spoke to the sales manager, he said he will make sure the XPS support department will call me by monday to discuss my case. I really hope to sort this thing out asap.

Thank you to those that replied me, really appreacited it

 

Yes, I thought it'd been changed to 14 days but I guess not. Even so, you should be able to argue the toss with them and get a refund under the SoG Act. It's not of merchantable quality if it sits there and whines away from the word go.

Cheers,

jah

P.S. Maybe it was this that I heard about: http://www.citizensadvice.org.uk/ma...sponses/cr_consumerandebt/cr_distance_selling

Citizen's Advice Bureau advise extending the term to 14 days. 7 isn't really enough IMHO and if Dell can offer 30 days in the US why can't they do the same thing in the UK?

 

other than the word of a DELL Manager, a DELL Supervisor, and 2 folk from the DELL tech support...no.

 

Mate, call 0870 366 4033 (stay on the line, even tho it says its the business dept) and ask to be passed onto [edited out by moderator], he's a supervisor for DELL XPS Tech support.

Or if you want to speak to a manager ask to speak to [edited out by moderator], he's the manager of DELL XPS Tech support!

They are only open Monday to Friday, from 9am to 5:30pm, so you'll have to wait till then!

But TRUST ME...these guys WILL sort you out, and you wont have to wait on hold for 30 mins!

If you want their e-mail addy's, then just PM me mate! But it will be best to call them!

If it REALLY comes to it, tell them you have already started a small claims proceure, and you will see them in court if your are not offered a refund ON THE SPOT!!

Also say that you will be writing a letter to Josh Claman (the Vice President of DELL UK).

Dont worry about taking them to court mate! Cos for the 1st 6 months DELL have to prove that the system was not faulty and conformed to contract!

Only after 6 months do you have to prove it was faulty. And they will have a VERY hard time proving that the system is not faulty!

Trust me on this, I took Orange UK to court over a £150 phone. They never even replied to the letter that the courts sent! So we got our money back by default! Their lawyers tried phoning us to settle out of court, but by then it was too late for them!

 

Alright, I will wait till monday to give them a call. Hopefully i will be sorted out asap. Thanks for the info.

Cheers

 

Quote from Dell web site

Source:
http://support.euro.dell.com/suppor..._sow?~ck=ln&c=uk&cs=ukbsdt1&l=en&lnki=0&s=bsd

 

BlackRussian...I think you should have highlighted the important part! But I'll do it for you!