Obtaining a refund for an XPS M1330 in the UK

How easy is it to get a full refund for an appalling machine with the lowest build quality I've ever witnessed?

I've had the machine since late September and in that time I've gone through 4 screens, three motherboards and still the machine doesn't function correctly (I'm currently getting the problem with the graphics messing up and the system crashing).

This doesn't even factor in the fact that I have to plug in a USB bluetooth device to stop the squeeling noise, as well as balance the machine on a credit card in order to stop it from wobbling on the table.

Really not impressed and just want to end my Dell hell. Any tips on getting a refund from the hopeless customer support?

 

Do you have a lemon law in the UK?

 

Unless there is a lemon law, there is practically no way you'll get Dell to refund. I mean, you can call them up and ask/demand it next time there is a problem (I once got them to return a $4000 machine four months after a purchase because of continual problems so it MIGHT be possible). Honestly, you can probably talk them into just replacing the system (then sell it as new).

 

I am from Canada. My M1210 was a lemon. It went through 3 mobos, 3 CPUs, the fan/heatsinks, 2DVDs, 2 power adapters and 3 hard drives. It was all as a result of a very bad squeal.

I finally wrote a letter to Dell HQ in the US (remember Im from Canada) and it was actioned within a period of weeks upon receipt.

I learned then (and was told) that written correspondence is held at a much higher priority than emails and phone calls.

In the end, they sent me a new M1330 with several upgrades as an exchange..

I used the address at (I believe) 1 Dell Way, Round Rock, Texas.

 

I've had a lot of success complaining about stuff Dell has done, or not done as the case may be, including having a lost machine replaced with a better, top-of-the-range model, additional financial compensation, etc.

When you speak to them on the phone, the drones are told to refer to the "contract" you agreed to when you bought a Dell machine. However, regardless of what they may say about the "contract" you have not signed away any of your rights under the Sale of Goods Act 1979(as amended).

I would say that you've given Dell plenty of opportunity to repair the machine and they've failed. You should therefore be entitled to a new replacement or a full-refund. Ignore them if they argue with you and insist on your rights. Start the necessary correspondence to take them to court for a small claim and leave them in no doubt you're serious.

You'll either get a new machine plus upgrades as compensation or your money back. Apparently you can also demand additional compensation if you have to pay more to get a similar replacement elsewhere .

Cheers,

jahboo

 

My knee-jerk reaction to that BS is to remind them as part of our contract they were supposd to deliver me a damned functional machine!

God help the rep. who even attempts to deliver me that line down the phone. I would exercise some demons using a lot of very colourful language I can tell you.

 

You need to be careful with them these days. I've been having trouble with my latest purchase which is a Precision T7400 dual quad core X5482 mean machine. It sounds like Concorde taking off even when it's idling at 1% CPU(I've measured it at 72dB!!!). I've been complaining bitterly about it and getting nowhere. In the process of writing "the letter".

I get a message from someone identifying himself as a "Resolution Manager". I think "oh great, they've seen sense and they're going to sort out my problem without me going thermo-nuclear in writing." I call him back and he basically says that they've determined that there is nothing wrong with the machine and there's nothing more that they can or will do. At this point I say essentially, "So, I'm paying for a phone call to a 'Resolution Manager' and he's no intention of resolving anything whatsoever!? What kind of a 'Resolution Manager' are you then?" I then go on to complain about the "incompetents I've had to deal with in Tech Support" who are now refusing to do any technical supporting of a clearly faulty machine. At this point he says, "Sir, if you continue to use that kind of language I'll have to terminate this call." My jaw nearly hit the floor and my blood pressure would've blown the top off one of the old fashioned blood pressure monitors. Through gritted teeth I said, "Oh no, there's no need to do that..." He begins to say, "Oh, that's good..." when I finish with " ... because I'm going to terminate this call. Goodbye."

I can tell you I'm going to have some fun with this letter and I've no intention of using their so-called Customer Services complaints procedure. I'll be writing to the MD of Dell UK and copying it to Michael now that he's back in charge.

I've spent the best part of £7k with Dell in the last 4 months and that's how they treat me. I doubt that the senior management will approve.

Cheers,

jahboo

 

Would you adam and eve it - yet more problems!!!

So the replacement motherboard was broken, resulting in a further call out and another lost day of my time. The replacement however seemed to be working fine until this evening when I decide to play a DVD - oh what a surprise, the technician hasn't connected the speakers correctly (or they are broken). Audio is fine through the headphones...

So what does this mean? Yet another callout? Yet another wasted day? My attempts to get a refund have fallen flat, looks like phoning and emailing isn't the way to do things and I'll have to write a huge long winded letter to whoever is in charge at this terrible, terrible company.

Right, time to lower my blood pressure before I have a heart attack.