Issues with Dell

odin_ie

Hi folks,

The background first, I bought a Dell XPS M1330 this time last year. Long story short, there were some issues with it, and after 3 unsuccessful repairs, I managed to get a replacement system out of them under warranty in February. So here we are in September, and I have received an e-mail from one of those helpful Dell reps informing me that my warranty is now up. Now, I was under the understanding that my warranty would have been reset from when I got the replacement product, seeing as it was a completely new system. So was I wrong??

Any help or advice would be fantastic.

Thanks for reading,

Odin_ie

Biggins

If they replaced everything, you should be entitiled to a full guarantee with the new system.
Dell are notorious for this. The WILL chance their arm and try to get away with this. For every 100 cases of this type of attempting to shrug you off, only one or two go the whole hog and pull them up on it. As long as the majority give in and pay more for repairs/parts/etc - they consider it a win.

I have in the past had to go to court to testify against their practices as an independent I.T. specialist for a customer (she won and got punitive 17,000 in damages alone for the hell they put her through). Dell are ruthless, they will try and get more cash out of you any way possible. Their machines are designed for this, their well known seriously poor backup service is also designed like this too.

If its a BRAND NEW machine, your entitled to a full guarantee on it. It has to do with the existing sales life of the current product you presently possess from it's date of manufacture.

If I ever hear of anyone considering buying a machine, I ALWAYS (with 25 years of experience repairing machines) tell then to avoid Dell like a plague. The (not much) cheaper cost is just not worth it in so many, many ways.

Tony H

I bought an inspiron 6400 over 2 years ago , I had problems from the start and after 3 months I finally got them to replace the laptop with a new one , they told me that the warrenty would be the same as the orignal system and I did not accept this , I fought this and the warrenty was changed to the day of delivery of the new system , so dont accept this crap from dell

ytpe2r5bxkn0c1

Just get on to Dell and explain your case calmly. They'll probably see your point. Panic after they refuse your request but for the moment just talk to them.

helimachoptor

Jesus they are horror stories.

I had a really old machine 3 years or so but I only got the basic 1 year and collect and return warranty. A friend of mine worked there and put in a call, I had a new hard drive there 2 days later. Problem wasnt fixed and the following monday an engineer came out and fixed the problem.

I have an order with them at the moment as I smashed my last dell laptop

xbox36016

dell are good to deal whit not like pcworld

ytpe2r5bxkn0c1

xbox36016 wrote: »

dell are good to deal whit not like pcworld

Oh dear, what will I do. I just bought my Dell from PCWorld!

xbox36016

buy a dell from pcworld dell will not deal whit you:D:D:D

ytpe2r5bxkn0c1

xbox36016 wrote: »

buy a dell from pcworld dell will not deal whit you:D:D:D

Chrikey but you are full of it. I posted about buying Dell in PCWorld because I just knew you'd come back with something like this. You're on other threads posting falsehoods as fact and you're at it again. You have the same rights buying through PCWorld as anybody else. Sale of Goods Act?

Troll alert!!!

Apologies to OP but this guy is trolling the Boards at the moment.

craichoe

Mabel Long Income wrote: »

Chrikey but you are full of it. I posted about buying Dell in PCWorld because I just knew you'd come back with something like this. You're on other threads posting falsehoods as fact and you're at it again. You have the same rights buying through PCWorld as anybody else. Sale of Goods Act?

Troll alert!!!

Apologies to OP but this guy is trolling the Boards at the moment.

Actually .. he's partially right in the warranty front, not on the guarantee front, the DSG Group (Dixons, PC World, John Lewis etc) have different agreements with various manufacturers, Apple for example used to give 1 year telephone support + collect and return when you purchased from DSG, now you have to bring the frikkin thing to an Authorised Apple Service Provider.

ytpe2r5bxkn0c1

Oh I know, but we're dealing with a 17 year old troll here and I couldn't be bothered getting into it all with him.

craichoe

Mabel Long Income wrote: »

Oh I know, but we're dealing with a 17 year old troll here and I couldn't be bothered getting into it all with him.

Hahahaha ... just looked back at some

http://www.boards.ie/vbulletin/showpost.php?p=57232822&postcount=30

Part time waiter

http://www.boards.ie/vbulletin/showpost.php?p=57233136&postcount=90

With a BMW 350D worth 75k and apparently its one third of what he earns ... interesting

foggy_lad

Actually .. he's partially right in the warranty front, not on the guarantee front, the DSG Group (Dixons, PC World, John Lewis etc) have different agreements with various manufacturers, Apple for example used to give 1 year telephone support + collect and return when you purchased from DSG, now you have to bring the frikkin thing to an Authorised Apple Service Provider.

if you buy from pcworld or any other shop they and only they are "obliged" to provide you with after sales service and guarantee. apple will happily deal with any apple products but at the end of the day if you want to return a dell laptop to pcworld as you bought it there you are perfectly entitled to insist on them handling any repair or guarantee issue!

boidey

Biggins wrote: »

If they replaced everything, you should be entitiled to a full guarantee with the new system.
Dell are notorious for this. The WILL chance their arm and try to get away with this. For every 100 cases of this type of attempting to shrug you off, only one or two go the whole hog and pull them up on it. As long as the majority give in and pay more for repairs/parts/etc - they consider it a win.

I have in the past had to go to court to testify against their practices as an independent I.T. specialist for a customer (she won and got punitive 17,000 in damages alone for the hell they put her through). Dell are ruthless, they will try and get more cash out of you any way possible. Their machines are designed for this, their well known seriously poor backup service is also designed like this too.

If its a BRAND NEW machine, your entitled to a full guarantee on it. It has to do with the existing sales life of the current product you presently possess from it's date of manufacture.

If I ever hear of anyone considering buying a machine, I ALWAYS (with 25 years of experience repairing machines) tell then to avoid Dell like a plague. The (not much) cheaper cost is just not worth it in so many, many ways.

what the man said..............^^
Should you be unfortunate enough to take issue with Dell customer services then I would suggest you avoid dealing with them by phone. Put on paper to be sure.
If you have to deal with them over the phone them tell that you are recording the call. They will probably tell you straightaway that they do not wish to be recorded. (Itsa legal thing to stop you using it as evidence. this used to be the case with the UK afaik) It should stop some of the blatant lies that they are prone to come out with. Keep a record of phone calls. times, dates, who you spoke with what they said, etc. In addition to telling giant porkies over the phone, their reps have been known to not log calls.

the_syco

If the warranty was "reset" every time it was brought into get fixed, the customer could have a lifetime warranty by getting it sent back every 10 months or so. It's 12 months from when it was bought, not from the last warranty.

DSG... has some weird policies. Never bought anything that had to be returned to them (bar a mouse, and that was just a straight swap), but in the UK, if people someone rang the company I was working for, saying they had bought a machine from the DSG group, I'd have to direct them to DSG, for 3 reasons: I had no idea what software DSG had on the machine, I had no idea what hardware was in their model, and finally, their warranty was with DSG, not the company I worked for.

boidey wrote:

If you have to deal with them over the phone them tell that you are recording the call. They will probably tell you straightaway that they do not wish to be recorded. (Itsa legal thing to stop you using it as evidence. this used to be the case with the UK afaik)

It's illegal to do so without their permission. Why, as brettyspaghetti once said:

Let us imagine that I have uttered the following phrase into a tape recorder: "I love to sleep with my pajamas on and read novels about murderers and whores." Any fifth grader with a pair of pinking shears can chop out the middle section so that it sounds like I said, "I love to sleep with whores."

My point: taping can be altered with ease.

Biggins

If your contacting them by letter (copies for yourself of course) REGISTER your letter.
Will prove to a court later you contacting them, the hassle they put you to, their response (or lack of), the time it took them to get back to you, etc...

By the way, you can record them anyway on the phone - as long as you are part of the conversation, the recording IS LEGAL.
They can't stop you from recording your own voice. Thats the law.
If is was otherwise, their all "recorded for training reasons" recorded calls would be completely illegal with them recording your voice AND not giving you a choice about it.
If they say they don't want to be recorded - thats tough on them.
Tip: get their full name BEFORE you inform them that your recording the call. You'd be amazed how quick they shut up name-wise the other way around (and sometimes hang-up).

---

Its recording voices on a phone independent of yourself, i.e. bugging someone etc, that is totally illegal.

Ishmael

Biggins wrote: »

By the way, you can record them anyway on the phone - as long as you are part of the conversation, the recording IS LEGAL.

Afaik, its legal for you to record them if you are part of the conversation, but only for personal use. I don't think you are allowed to provide this recording to a third party without the consent of the other person(s).

Biggins wrote: »

They can't stop you from recording your own voice. Thats the law.
If is was otherwise, their all "recorded for training reasons" recorded calls would be completely illegal with them recording your voice AND not giving you a choice about it.

Again, i think they would need your permission to provide that data to a third party, so when they record it for training purposes, it is only used in that capacity without prior permission to do otherwise.

Biggins wrote: »

Tip: get their full name BEFORE you inform them that your recording the call. You'd be amazed how quick they shut up name-wise the other way around

In the call centers i have worked in, it has always been the case that you are in no way obliged to give your full name. Starting a phone coversation by asking for someones full name is probably going to make them very wary of you.

As for the warranty, i would say that it is like the_syco posted; From date of purchase onwards regardless of any replacements.

Biggins

If you start off the conversation in a polite mode like I try to do despite frustration sometimes, I usually ask at some later during the call and stage if the person minds "if I get their full name as I'm writing down when I called and whom I want to thank for any help given".

It helps to bite the tongue sometimes and be polite to the lower staff just answering the phones. They after all are just the low paid messengers that have to pass the buck upwards.

krudler

Ishmael wrote: »

Afaik, its legal for you to record them if you are part of the conversation, but only for personal use. I don't think you are allowed to provide this recording to a third party without the consent of the other person(s).



Again, i think they would need your permission to provide that data to a third party, so when they record it for training purposes, it is only used in that capacity without prior permission to do otherwise.



In the call centers i have worked in, it has always been the case that you are in no way obliged to give your full name. Starting a phone coversation by asking for someones full name is probably going to make them very wary of you.

As for the warranty, i would say that it is like the_syco posted; From date of purchase onwards regardless of any replacements.

agree with this, i would never give out my surname on a call, its not relevant to the call serves no purpose, same with the warranty, if every time you got something replaced it came with a new warranty you could get that item replaced forever

craichoe

Biggins wrote: »

If your contacting them by letter (copies for yourself of course) REGISTER your letter.
Will prove to a court later you contacting them, the hassle they put you to, their response (or lack of), the time it took them to get back to you, etc...

By the way, you can record them anyway on the phone - as long as you are part of the conversation, the recording IS LEGAL.
They can't stop you from recording your own voice. Thats the law.
If is was otherwise, their all "recorded for training reasons" recorded calls would be completely illegal with them recording your voice AND not giving you a choice about it.
If they say they don't want to be recorded - thats tough on them.
Tip: get their full name BEFORE you inform them that your recording the call. You'd be amazed how quick they shut up name-wise the other way around (and sometimes hang-up).

---

Its recording voices on a phone independent of yourself, i.e. bugging someone etc, that is totally illegal.

If you are to use a recording in court you HAVE to inform them at the start of the call, otherwise its entrapment. You can record away of course, its not illegal, but just totally inadmissable if you use it later in court.

As soon as you tell any person in a call center that you are recording the call then they will inform you they are terminating it, as is SOP in any call center.

Mr. Incognito

This is all off topic warble.

Orignal quesition:

Warranty from date of new machine. As the warranty was for your old machine the date of purchase of it is irrelevant for the warranty purposes of your new machine.

Do not accept otherwise. In addition Dell are useless muppets. I ordered a laptop off them twice and twice the lost the order so in the end I just didn't bother.