Unsolved
This post is more than 5 years old
6 Posts
1
735
Dell Inspiron 7537 no longer charging- UNACCEPTABLE failure
I purchased this laptop in November 2014. I would like to add that this laptop cost me close to £1000 when purchased. Purchase was direct from Dell.
Yesterday the laptop developed a fault where it would not longer accept any charge from the charger.
No notifications or messages on the laptop informing me of any faults with battery or charger.
I use this laptop for work and i am self employed- this is a very important tool for me and my business will come to a halt without it.
I contacted customer support and through diagnosis they inform me that the motherboard needs replacing. The charger when plugged in, has the green light come on but when plugged into the laptop the green light on the charger flickers and turns off. I am told the motherboard is sending a current back and causing the fault, preventing the laptop from charging.
Dell are asking me for £600-700 which is nearly the cost of the laptop new. A engineer will come out and replace the board.
This is completely and wholly unacceptable. The laptop has just ticked over 2 years last month- November 2016. It is a £1000 machine and was a high spec, premium multimedia laptop from the 7000 series which is supposed to built and made to a high level.
This is not an entry level budget laptop. I would expect a battery or charger to fail after this period but a major component such as a motherboard to fail is completely unacceptable.
I am in the UK and the Consumer Rights Act dictates that the item is fit for purpose- this includes life expectancy, and finish taking into account the price paid and the type and age of the laptop. For example, a cheap second-hand Netbook might be expected to have a shorter life expectancy than a brand new £1500 Apple Powerbook.
A £1000 premium laptop should last a minimum of 3 years without major components failing.
I am now without a working laptop which i rely on for work. I cannot get through to any customer service team or escalation team in the Uk or abroad (where all calls are going) who can deal with this and i am furious about receiving this sort of service from a large company like Dell.
My rights are not being respected. Dell is defaulting on the Consumer rights act and i will have no choice to take this matter further legally unless i get some for of assistance and a reasonable resolution.
Very simply, this part should not have failed in the short time frame it has failed in. There is clearly an underlying manufacturing or assembly issue. .
beamermt79
2.3K Posts
0
December 21st, 2016 09:00
Hello! Just to save you some time, you agreed to certain terms and conditions when you purchased the laptop that MAY effect other rights you have. I'm not fully versed on the Consumer Rights Act being in the US. Also since this is a US based forum, you will have to contact Dell Support in the UK. In terms of the costs etc., when an intigrated component like that goes out, its easier to replace the motherboard entirely then try and fix the component, which includes chipsets and processors etc., hence the cost.
momo0909
6 Posts
0
December 21st, 2016 11:00
HI there, appreciate the reply. I tried to post into hardware/laptop section but not sure how it was posted here. I will try to post in the correct section again. It keeps saying my post needs to be approved and not going through in the correct forum. Have tried to post more than 3 times now.
I understand about the cost of the motherboard but my main issue is cost of laptop and how long it has lasted. It wasnt a budget option.
MSCII
78 Posts
1
December 24th, 2016 07:00
MOMO0909,
As a customer in the US, I'm not familiar with the Consumer Rights Act. If there is a process in the UK that can utilize the Consumer Rights Act with minimal cost to you, that may be an option.
Otherwise, If I was in your situation I would consider purchasing a new non-Dell laptop, and then sell my current non-working Laptop as parts to recoup some of the expense.
momo0909
6 Posts
1
December 28th, 2016 09:00
Thank you for your reply. I appreciate the help. Am currently exploring options.
Hope you had a happy Christmas and i wish you a great new year.