Dell nightmare - Is there anything else I can do?

junii

I have a 700m here. It was bought in America and the owner (my friend) has since moved to Ireland. I got an international tag transfer done and now the warranty works in the UK and Ireland. Theres about 150 left on the next business day service.

The motherboard now needs to be replaced and I have been on to dell tech support. They say this system was never released in the UK & Ireland so they do not have parts for this system and their techies would not be competent to install parts on these. "I got the warranty transferred though" I said to the tech and asked him "why they can't ship the parts to Ireland from the US". I even said "Id install the bloody thing myself" if there techs are incompetent.There is no policy on this he said.

How is this if there is a policy to do a tag transfer on this system from America to Ireland?

A new board will cost 3-400. Is there anything else I can do? Id imagine id just be transferred back to tech support if I rang customer care.

cornbb

A friend of mine moved from the US to Ireland and had his warranty transferred, as your friend did. The HDD died soon afterwards and Dell ended up giving him a brand new machine as the model he had was known to be troublesome.

I imagine the same might happen if you twisted their arm for a while? I have no idea what the is in relation to this but I imagine that if they couldn't replace the part for you they would be obliged to replace the laptop?

junii

cornbb wrote:

A friend of mine moved from the US to Ireland and had his warranty transferred, as your friend did. The HDD died soon afterwards and Dell ended up giving him a brand new machine as the model he had was known to be troublesome.

I imagine the same might happen if you twisted their arm for a while? I have no idea what the is in relation to this but I imagine that if they couldn't replace the part for you they would be obliged to replace the laptop?

I certainly will twist their arms for a while. Thanks for that advice.

Id imagine that they would sooner get the part sent over from America than give me a new one. Can you give me more info on the circumstances of your friend receiving a replacement, just out of interest?

Its just so feckin' stupid that they won't just send the part over from America. Id even be willing to pay for the damn post.

sdanseo

If it's under warranty they are obliged to provide a full cash refund, repair or replacement under Irish Law. As you had the warranty exchanged through to Dell Ireland, Irish Law becomes applicable. Settle for nothing less and if that fails, take it to the Small Claims Court (presuming it cost less than €2000 and I'm not absolutely sure on the policy on goods purchased in another country).

junii

sdonn_1 wrote:

If it's under warranty they are obliged to provide a full cash refund, repair or replacement under Irish Law. As you had the warranty exchanged through to Dell Ireland, Irish Law becomes applicable. Settle for nothing less and if that fails, take it to the Small Claims Court (presuming it cost less than €2000 and I'm not absolutely sure on the policy on goods purchased in another country).

Oh! I wonder how I should approach them with this Irish law thing?
Customer services anyway I suppose.

zilog_jones

It's under the Sale of Goods and Supply of Services Act 1980 - one thing I'll never forget from Leaving Cert. Business

junii

Does anybody know if it definitely applies to this laptop in question seeing as it was originally bought in the USA.

The tag has been transferred by Dell "international tag transfer" team with a confirmation stating the following ............








Dear Sir/Madam:

The below International Transfer Request has been completed.

/LM

Thanks,
3/5/2007
Dell Int'l Tag Team
International_Tag_Transfer@Dell.com
ULT (Unit Location Transfer) Form:
http://www.dell.com/dhs/globaltagtransfer

---

---

Original Message

---

From: email@gmail.com [mailto:email@gmail.com]
Sent: Friday, March 02, 2007 1:19 PM
To: International Tag Transfer
Subject: INTERNATIONAL_UNIT_LOCATION_TRANS_FORM

************************************************
Original Customer Information
Email Address: email@gmail.com
Original Owner: Original name
Service Tag : the tag code
System Type : Inspiron
Country of Original Purchase: United States
Service Level: Next Business Day
Invoice/Order Number:
************************************************
Transfer To Location Information
Email Address: email@gmail.com
Prefix:
First Name: the users name
MI:
Last Name: the users surname
Company: no company
Address1: add1,
Address2: add2,
City: add3
State or Province: Add4
Zip or Postal Code: 12345
Destination Country: Ireland
Brazil Tax ID:
Phone: 087*******


Gathering from this the warranty definitely seems to be an Irish one now.

snappieT

sdonn_1 wrote:

If it's under warranty they are obliged to provide a full cash refund, repair or replacement under Irish Law. As you had the warranty exchanged through to Dell Ireland, Irish Law becomes applicable. Settle for nothing less and if that fails, take it to the Small Claims Court (presuming it cost less than €2000 and I'm not absolutely sure on the policy on goods purchased in another country).

Be aware, you don't get the choice on whether you get a refund, replacement or repair. That's at the discretion of the retailer.

Option 1:
Repair. Apparently they're not going to do this. You can insist they install the part, if you do it, it will void the rest of your warrenty. If they can't install the part we go on to...

Option 2:
Replace. As you said, Dell EMEA never did this model machine. If they're unwilling to send a part from the states, they'll hardly send a whole machine. Oh well, let's go to

Option 3:
Refund. You're entitled to a full refund at this stage, through the same method it was paid for. Do not accept a gift voucher. Request and demand a full refund onto the credit card used to pay for it.

BTW, during the replace process, they may well offer to replace for a machine with equivelent specs. Them them where to put it, the machine they're offering is obviously of lower value that the refund you'll get in step 3.

Talk to the consumer information office on o'connell street, and don't be afraid to threathen legal action. Nothing has the call-centre bítches scampering for their supervisor faster that than.

Lastly: be calm. They can refuse to serve you if you're in any way agressive. You have the law on you're side, you don't need to become angry.

Best of luck,
snappieT

junii

How does this sound............






Hi,
My friend bought a Inspiron 700m in America and has since moved back to Ireland. I am looking after getting it fixed for her. I transferred the warranty through the “International tag transfer” team and have received confirmation that the next business day warranty is now valid in Ireland for for the remaining 150 or so days.

I was speaking to technical support this week and through troubleshooting over the phone we came to the conclusion that the motherboard would need to be replaced. The guy said he would call me back within 2-3hrs to confirm that the guy would be coming to replace it. I got a call about 2hrs later and I was told that because it was an American machine they did not have the parts for me and could NOT send them over from America. He then suggested I buy one myself at a store like PC World. I then asked to speak to the manager and was told the same story. He also suggested I try PC World.

Now under Irish law (Sale of Goods and Supply of Services Act 1980), I should be entitled to a full cash refund, repair or replacement. I was not given any of these options. I hope you can sort this out for me and that I do not need to pursue it through the courts.

Yours Sincerely,
******

Hobbes

sdonn_1 wrote:

If it's under warranty they are obliged to provide a full cash refund, repair or replacement under Irish Law. As you had the warranty exchanged through to Dell Ireland, Irish Law becomes applicable. Settle for nothing less and if that fails, take it to the Small Claims Court (presuming it cost less than €2000 and I'm not absolutely sure on the policy on goods purchased in another country).

QFT. I had a horrible time getting a machine fixed and it came to what was mentioned here. They ended up replacing the machine with a brand new better modal. But it was touch and go for legal action.

You can even do the small claims online now.
https://smallclaims.courts.ie/esmallclaims/claim/Main?page=home&Language=English