I just want to thank you very much for your advice. I did not know about that, and i have just got off the phone with my bank whom have now started an investigation into it with the goal of getting me my money back. Unfortunately the actual Visa dispute team don't open until the 3rd of January so i'll have to wait a little bit.
Theoretically under UK (I assume under others) Law, a unit has to be "Fit for purpose" and the value of the item is taken into account, which means you would be entitled to a refund, and can go to your bank/credit card company for a charge back. Its worth speaking to your bank and suggesting you'll go this option to Dell. If a company gets too many charge backs it has an adverse effect on their banking, so they want to avoid it like the plague.
The latter part on value playing a part is like this, if the average selling price of a laptop is £800, and you pay £200 in the sales. The length of time its expected to last and perform is reduced, but if you spend £2,000 then the length of service time is increased. So the £200 laptop dying after 3 months, could be with a refurb, but a £2,000 dying after 3 months you could kick up a huge mess unless its perfect.
Your statutory rights can really make it hard for some vendors :)
kuronyu, My apologies for the negative customer experience you had. My advice is to contact the UK Unresolved Issues Team.
Cenobitez, "Theoretically under UK (I assume under others) Law, a unit has to be "Fit for purpose" * That open ended warranty structure only applies to european purchases. The USA uses a different standard. If you purchase a 5 year warranty, we support it for 5 years. If you purchase a 1 year warranty, we only support it for 1 year.
support = replacement of parts via onsite service; parts only swap
Oh right, I didn't know how the US works, sometimes the US seems many years ahead in things, but others seem kinda backwards. This seems like one of those things which would have some kind of amendment or federal right.
Good to know this tho and I guess is one of the reasons that things are more expensive over here as business have to allow for this extra expense.
I assumed Kuronyu was in the UK with it saying 1,600 Pound (assumed GBP) paper weight, altho saying that, my M18x may as well be 1,600lb, man its a heavy thing :P
Give them three attempts to fix it as per the T&C's in the warranty, then demand your refund or replacement. I'm surprised your having problems with the M14x, mine has been rock solid and my m17x that the technician managed to break did get replaced with a brand new system.
They stated everything they had on record in regards to the servicing, and were correct except they thought the LCD currently fitted is the one that shipped with the system (the one fitted is actually the first replacement one that came which still had dust issues).
What they have offered me is a refund on my original order (i assume that means a full refund of my purchase).
Based on what community members have told me, i have decided to respond saying that i will accept either the refund he has offered, or alternatively, a replacement brand *new* identical system.
I would like to believe what other community members have told me, and that maybe i just got off to a very bad start.
I am now waiting for a response, but if they refuse a new system, then a refund it will be.
A replacement machine was not offered (i guess that makes warranty complicated anyway). I took the refund and turned away the repair guy before he came to replace the mobo.
Dell are now processing my refund and will collect the computer from me thursday or friday.
I intend to give it one more shot for two reasons:
- Comments of community members from elsewhere saying how happy they were with theirs
- I always wanted an Alienware :)
I hope i just got a lemon, and that when i order a new one, it will be ok. Another good thing i guess is i can customize it with options i missed out before :)
It maybe worth contacting a different Customer Care Agent, Chris isn't going to like me after this post :P
Some of the Agents like one with a Name like a French prime ministers surname are about as helpful as an appendix, you know like at some point, once upon a time they was useful and had a purpose but not now since no one has a clue what they exactly did, and no one will likely miss them.
Some of the Dell Employee's, like Chris here, and the Dutch Sounding Guys and Cimen and Laurie was helpful. Multiple customer care told me they could not do something and neither could anyone else, but 1 said they absolutely can do it, and another said they should be able to, in the end they was able to do what others said they couldn't.
So not sure if its worth trying someone else, as the CS who Helped me Laurie (Virginia) talked me out of a refund and assured me there was other options.
Again Chris won't like me :P, I think he likes deleting and moderating my posts :P
There are a good few discount codes around so you can save pennies.
I applied for a Opus Credit Card with 5% to do my xmas shopping on, in retrospect I should have use it for the laptop, but there is a 15% code for laptops over £699 too. So using the discount you can upgrade your system vastly. This is what I did to move from the Dual 6990's to Dual 580M's, and also to move up to the 960XM Processor rather than save the money I upgraded :)
kuronyu
9 Posts
0
December 30th, 2011 10:00
Hi Cenobitez,
I just want to thank you very much for your advice. I did not know about that, and i have just got off the phone with my bank whom have now started an investigation into it with the goal of getting me my money back. Unfortunately the actual Visa dispute team don't open until the 3rd of January so i'll have to wait a little bit.
Thanks for being so helpful :)
Cenobitez
348 Posts
0
December 30th, 2011 10:00
Theoretically under UK (I assume under others) Law, a unit has to be "Fit for purpose" and the value of the item is taken into account, which means you would be entitled to a refund, and can go to your bank/credit card company for a charge back. Its worth speaking to your bank and suggesting you'll go this option to Dell. If a company gets too many charge backs it has an adverse effect on their banking, so they want to avoid it like the plague.
The latter part on value playing a part is like this, if the average selling price of a laptop is £800, and you pay £200 in the sales. The length of time its expected to last and perform is reduced, but if you spend £2,000 then the length of service time is increased. So the £200 laptop dying after 3 months, could be with a refurb, but a £2,000 dying after 3 months you could kick up a huge mess unless its perfect.
Your statutory rights can really make it hard for some vendors :)
DELL-Chris M
Community Manager
•
56.9K Posts
0
January 1st, 2012 15:00
kuronyu,
My apologies for the negative customer experience you had. My advice is to contact the UK Unresolved Issues Team.
Cenobitez,
"Theoretically under UK (I assume under others) Law, a unit has to be "Fit for purpose"
* That open ended warranty structure only applies to european purchases. The USA uses a different standard. If you purchase a 5 year warranty, we support it for 5 years. If you purchase a 1 year warranty, we only support it for 1 year.
support = replacement of parts via onsite service; parts only swap
Cenobitez
348 Posts
0
January 2nd, 2012 05:00
Oh right, I didn't know how the US works, sometimes the US seems many years ahead in things, but others seem kinda backwards. This seems like one of those things which would have some kind of amendment or federal right.
Good to know this tho and I guess is one of the reasons that things are more expensive over here as business have to allow for this extra expense.
I assumed Kuronyu was in the UK with it saying 1,600 Pound (assumed GBP) paper weight, altho saying that, my M18x may as well be 1,600lb, man its a heavy thing :P
DELL-Chris M
Community Manager
•
56.9K Posts
0
January 2nd, 2012 08:00
He is in the UK. I was just speaking to the differences between us and the euro countries.
simonmpoulton
11 Posts
0
January 2nd, 2012 10:00
Give them three attempts to fix it as per the T&C's in the warranty, then demand your refund or replacement. I'm surprised your having problems with the M14x, mine has been rock solid and my m17x that the technician managed to break did get replaced with a brand new system.
kuronyu
9 Posts
0
January 2nd, 2012 12:00
Ok an update:
Alienware management have responded to me.
They stated everything they had on record in regards to the servicing, and were correct except they thought the LCD currently fitted is the one that shipped with the system (the one fitted is actually the first replacement one that came which still had dust issues).
What they have offered me is a refund on my original order (i assume that means a full refund of my purchase).
Based on what community members have told me, i have decided to respond saying that i will accept either the refund he has offered, or alternatively, a replacement brand *new* identical system.
I would like to believe what other community members have told me, and that maybe i just got off to a very bad start.
I am now waiting for a response, but if they refuse a new system, then a refund it will be.
kuronyu
9 Posts
0
January 3rd, 2012 10:00
A replacement machine was not offered (i guess that makes warranty complicated anyway). I took the refund and turned away the repair guy before he came to replace the mobo.
Dell are now processing my refund and will collect the computer from me thursday or friday.
I intend to give it one more shot for two reasons:
- Comments of community members from elsewhere saying how happy they were with theirs
- I always wanted an Alienware :)
I hope i just got a lemon, and that when i order a new one, it will be ok. Another good thing i guess is i can customize it with options i missed out before :)
Cenobitez
348 Posts
0
January 3rd, 2012 17:00
It maybe worth contacting a different Customer Care Agent, Chris isn't going to like me after this post :P
Some of the Agents like one with a Name like a French prime ministers surname are about as helpful as an appendix, you know like at some point, once upon a time they was useful and had a purpose but not now since no one has a clue what they exactly did, and no one will likely miss them.
Some of the Dell Employee's, like Chris here, and the Dutch Sounding Guys and Cimen and Laurie was helpful. Multiple customer care told me they could not do something and neither could anyone else, but 1 said they absolutely can do it, and another said they should be able to, in the end they was able to do what others said they couldn't.
So not sure if its worth trying someone else, as the CS who Helped me Laurie (Virginia) talked me out of a refund and assured me there was other options.
Again Chris won't like me :P, I think he likes deleting and moderating my posts :P
There are a good few discount codes around so you can save pennies.
I applied for a Opus Credit Card with 5% to do my xmas shopping on, in retrospect I should have use it for the laptop, but there is a 15% code for laptops over £699 too. So using the discount you can upgrade your system vastly. This is what I did to move from the Dual 6990's to Dual 580M's, and also to move up to the 960XM Processor rather than save the money I upgraded :)