What are my rights with Dell?

I recieved my xps 1640 last week with a faulty LCD on arrival, below was how it went with Dell after messing about for a week about replacing/repairing and them backing out of it despite it arriving faulty and also had additional complete cover warranty purchased with Dell not having issues of my location when they completed the sales.

What are my rights here?

Here goes...

Technical support called but I wasn't able to answer the call so a voice message was left with no contact number whatsoever. Called Dell and got transferred here and there, finally got someone in technical support and got told there are no service tech or facilities in my area (which I told them the first time I logged the faulty laptop with these imbeciles) so I will have to bring it to the state capital for the service. What a joke, its at least a few hours plane ride away. Told them to arrange courier pickup, replied they can't do so after technnical support guy discussed to and forth with customer care. WTH they can't arrange courier pickup?!

Told them my right with a faulty on arrival laptop and purchase of 2 year dell care plus (complete cover) and was replied with it is not within the service scope to provide service...not within their service scope wth?! why did they sell me the laptop and additional 2 year warranty for then?

Very pissed off and told them I want a refund. There is no way in hell I will be travelling that distance wasting time, money and effort for what I should not have to do in the first place to get my laptop service and also have additional warranty purchased for it!

Basically I received a faulty xps 1640 which I also purchased additional 2 year complete cover warranty for and will not be able to exercise my basic and additional warranty and will be left to my own peril with a faulty laptop they send me. They simply don't care.

Was on the phone for an hour or more. I will be getting a call from sales for the refund tomorrow...wonder if that will happen.

They are a bunch of theives basically.

Stay off DELL!

 

I am not sure which country you're in..

DONT try to get it repaired!

Return it for a FULL refund QUICKLY (you've had it for less than 2 weeks!)

 

plane ride? please. ever heard of UPS, or USPS, or FEDEX?
most places require you to send in the unit, unless they offer you a tech on-site person.
not thier fault you live in the boonies. that was your choice.
maybe you should read your agreements (to include the fine print) before you bash the techs and custoner service people.
"they" did not sell you an extended warranty, you purchased it. and everything (good or bad) that goes with it.

 

They have my location upon sales of the notebook and warranty but the extended warranty is besides the point. They shipped me a faulty laptop and it is THEIR job to take it back, repair & replace it and send me a working unit which I paid for.

 

Yes I am chasing this disgraceful company for my refund.

 

just to let you know regarding your topic question:

your rights and responsibilities are outlined in your warranty/guarantee paperwork provided to you with your laptop. you may want to read them. you may find things that can actually benefit you, and others that you may be at fault for.
take some time to read things. educate yourself before assuming you know it all.

 

ryujin are you actually saying that he should just take the deffective laptop and say thank you to Dell??

Come on now, you pay for a laptop and you expect to receive it fully functional, not broken, boonies or not it's Dell's fault that the LCD is defective and they should replace it no questions asked

 

You're being unnecesarily rude and extremely prejudiced- please stop, the OP is here because obviously he seeks advice and knowledge he lacks. If you dont want to provide any help, just dont respond, no need to bash him.

And I agree, the OP paid full retail price for a new laptop and there's no question that its Dell's responsibility to ship it in WORKING condition. the LCD is defective, the OP should either get a replacement or as I suggested just return it for a full refund..

 

And you think coming on these forums and rage posting on dell and insulting its user's is going to help you?

www.dell.com/servicecontracts

Go there, it lists all of dells terms and contracts and read them so YOU can know your rights when it comes to issues like this. They dont put that stuff up as spam when you buy their system, Read the Contract before you sign it.

 

you read it wrong.
i am not saying that. i am saying he should read the paperwork that came with the unit. which happens to include the processes for notification and returning of items for repair/return under the contractual obligations for both parties.
the OP would rather have us believe he has done all his homework, when in fact i would bet he has never read the paperwork at all.
most places, as stated before, will issue a return authorization label so the item can be shipped back for repair/return. i have never heard of a company (other than furniture, or larger item companies) offering to send a courier service to get the merchandise.
again, he needs to read what he agreed to.

 

And the OP telling him to Pi$$ off is not?

 

Now that I can agree with. As for the OP not doing his homework, I think it's safe to say that the thread title means that he's here to get some information, not get flamed

 

how is advising him to read through his agreements and paperwork rude and prejudiced?
i do not know what is in his agreement, thus i cannot advise him directly.
if consumers actually took time to read, they would probably find that a lot of times (just aguess but i would say a good 70%) the contracts offer protection for the consumer in a better form if you follow the guidlines provided. but once you step out of bounds and decide to not follow them, then the consumer puts thier rights in jeopardy and then impowers the company even more.
all up to you.

 

agree to disagree....

if you read his first post, he is flaming dell for his limited understanding of the binding agreements he should adhere to.

it appears as if dell offered to repair the item, but that it was up to him to get it to them. which if one reads the agreement, is usually the normal course of action.

 

If you returning it, call and get that RMA kit going ASAP...so you can get everything in order w/in the 21 days of return (when invoiced).

During this time..you can file an unresolved issues form if you want. Or, wait until it's returned, and you have been *completely refunded*

Here is the link for Unresolved Issues:
https://support.dell.com/support/to...outstanding_issues?c=us&l=en&s=gen&redirect=1

Sorry you went thru all this with Dell.


Cin