Patricia Pearl - Small Claims Procedure - A Practical Guide


An excellent guide for the layperson in how to use the County Court - a must if you are intending to start a claim.

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  1. #1
    Basic Account Holder nooneshotjr Novitiate

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    Default Dell / Official Complaints Procedures

    I am having NO END of problems with my new Dell laptop. I won't go into the myriad problems and ATROCIOUS "customer service" I have received, except to say: NEVER BUY A DELL!!!

    Anyway, I want to make an official complaint and I cannot see a way of doing this on their website. I have asked several "customer support" agents for an email / snail-mail address to make an official complaint, but I never get a response.

    Can you tell me, are Dell required by law to give me this information? I seem to remember something about it being a legal requirement for a company to convey their complaints procedure to a consumer. Am I wrong?

    Thanks!

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  2. #2
    Basic Account Holder octron32 Novitiate

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    Default Re: Dell / Official Complaints Procedures

    Dell Products
    c/o Milbanke House
    Western Road
    Bracknell
    Berks RG12 1RD

    Dell Products is registered in the Republic of Ireland under company number 191034 with registered address 25/28 North Wall Quay, Dublin 1. VAT registration number is IE 6591034U.


  3. #3
    Basic Account Holder nooneshotjr Novitiate

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    Default Re: Dell / Official Complaints Procedures

    was i being blind? :o thanks.

    do you know the answer to my question though? are they legally obliged to convey to me their complaints procedure?


  4. #4
    Basic Account Holder nooneshotjr Novitiate

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    Default Re: Dell / Official Complaints Procedures

    anyone? is a company legally required to give you a copy of their complaints procedure?


  5. #5
    Basic Account Holder ForestChav Informative ForestChav Informative ForestChav Informative ForestChav's Avatar

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    Default Re: Dell / Official Complaints Procedures

    I wouldnt think they are legally obliged to have one, let alone disclose it.

    Though if their actions aren't legal that is different, but a matter for TS etc to enforce.


  6. #6
    Basic Account Holder nooneshotjr Novitiate

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    Default Re: Dell / Official Complaints Procedures

    thanks.

    and LOLOLOLOLOL at your avatar!


  7. #7
    Basic Account Holder Angrywithdell Novitiate

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    Default Re: Dell / Official Complaints Procedures

    I too have had endless problems with a Dell laptop I bought in January. Having spent hours on the phone and after having to pay for software support it is no better. NEVER BUY DELL would be my recommendation. I refuse to go through their technical diagnostic procedure again as it never solves the problem.

    It has got to the point where I am just going to send the computer back with a letter of complaint - I don't care if I never see it again!! Dell would not give me an address/telephone number for their complaints department - I just got silence on the other end of the phone. I will try writing to the address given here but am not expecting much success with getting a refund which is what I really want.


  8. #8
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    Default Re: Dell / Official Complaints Procedures

    Were these Dell computers bought from a store of through an internet site ??


  9. #9
    Basic Account Holder Angrywithdell Novitiate

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    Default Re: Dell / Official Complaints Procedures

    Mine was from the dell internet site


  10. #10
    Basic Account Holder patiniotty Novitiate

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    Default Re: Dell / Official Complaints Procedures

    I am also have problems with Dell stonewalling me, not returning calls etc. I have been told that if I want to complain I have to post a letter to Ireland. This is a company that has taken 1,300 from me in an online transaction, but I have to post a letter to them to make a complaint.

    I've registered my concerns about the appalling customer service with the Office of Fair Trading and my local Trading Standards office. If enough people do the same they may start to realise the financial impact of treating their customers like this.

    And if anyone has any ideas about how to get through to them ....?


  11. #11
    Basic Account Holder Duke916 Novitiate

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    Default Re: Dell / Official Complaints Procedures

    Like other people on here, Im having a nightmare with Dell, I brought a Server (T105) built to my spec, it cost 1200, it dosnt work, is the wrong configuration, no licence for the operating system and no driver disk, there customer service is appalling, please keep this thread going, Ive been trying to resolve this issue for two weeks now, they dont reply to emails or voicemail, I have just emailed there service manager, if i get no sense like others im going to OFT and TS, never again will i use Dell, as a footnote, my company spent 44000 with Dell three years ago, we are now due to replace all IT hardware, the server being the first stage, guess what? I wont be using Dell for anymore replacements !!!!!


  12. #12
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    Default Re: Dell / Official Complaints Procedures

    Report them to Microsoft - https://www.microsoft.com/resources/...displaylang=en

    That should wane a bit of your anger.


  13. #13
    Basic Account Holder Duke916 Novitiate

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    Default Re: Dell / Official Complaints Procedures

    [quote=Conniff;1620994]Report them to Microsoft - https://www.microsoft.com/resources/...displaylang=en

    That should wane a bit of your anger.[/quote

    Thanks for that, and done !!! anything to get some some personal satisfaction out of these pirates


  14. #14
    Basic Account Holder patiniotty Novitiate

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    Default Re: Dell / Official Complaints Procedures

    Hey AngryWithDell - did you ever send your computer back? I've also reached the stage where I want to post mine back - but unsurprisingly I can't get an address from them to send it to.

    And an update on the OFT/TS/BERR....Trading Standards took notes of teh complaint and sent me to the Office of Fair Trading. The Office of Fair Trading took notes of the complaint and sent me to The Department for Business Enterprise and Regulatory Reform who then .....sent me back to the Office of Fair Trading.

    In the meantime I got an email from DELL saying they would not respond to anymore correspondance from me

    If anyone had come across a government department who has an interesticon in how DELL abuse its dominant position to mistreat its customers let me know.

    Cheers


  15. #15
    Basic Account Holder warehaml Novitiate

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    Default Re: Dell / Official Complaints Procedures

    I'm also having problems with DELL, they have had 1700 of my money since 18th August and I don't even have the goods I ordered as they cancelled the order. Don't bother with the Bracknell address as I was told this morning that they have no customer contact there. They did give me the following details so here you go and good luck to everyone trying to get them to sort things out. small claimsicon court here I come!!!

    e-mail: uki_customer_complaints@d ell.com

    in writing: Dell Corporation
    Cherrywood Science and Technology Park
    Cherrywood
    Cabinteely
    County Dublin
    Southern Ireland
    Att: Complaints Dept.


  16. #16
    Basic Account Holder bobedin Novitiate

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    Default Re: Dell / Official Complaints Procedures

    hi
    letme introduce myself as an unfortunate dell customer. i bought a pc 3 yrs ago, which is now in out of warranty. i tried to contact the tech support numerous times by phone and e.mail to dell'unresolved' issues.

    could anyone please help me in giving a postal address to a higher authority to raise my issue. basically the service i got was terrible and a total disaster in terms of the outcome.

    as i lost my hope in phoning customer care and senting emails to customer support- i really prefer a proper postal address. i deeply appreciate my co-members help in this case
    thanks

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  17. #17
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    Default Re: Dell / Official Complaints Procedures

    Welcome to the site.Have reduced the font size to assist users helping you.


  18. #18
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    Default Re: Dell / Official Complaints Procedures

    Here is the info you require.
    Mark it for attention of Offices of Chief Executive.

    Head office
    Dell Corporation Ltd
    The Boulevard
    Cain Road
    RG12 1LF Bracknell, Berkshire
    United Kingdom

    Enclose copies of letters you have previously sent,logs of phone callsicon etc.
    In order for your complaint to grab attention from this level-I suggest you make your complaints concise and use a spellchecker to proof it.



  19. #19
    Basic Account Holder dragonfli Novitiate

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    Default Re: Dell / Official Complaints Procedures

    Quote Originally Posted by nooneshotjr View Post
    anyone? is a company legally required to give you a copy of their complaints procedure?

    They wouldnt even give me the address to complain to, according to their customer relations manager their complaints procedure is done entirely behind closed doors and the complainee is not entitled to learn of the outcome. They have finally approved a replacement for my pc after 9 months of it not working from the day i received it and all parts being replaced at least once. I told the manager of XPS tech support that i would be making an official complaint regarding the service I had received and he told me if i complained about him, he would block the new pc and I wouldnt get it! Trading standards say i have a good case against them as the computer was not of merchantable quality and they did not repair or replace it in a reasonable time, they are subsequently liable for any consenquential losses I have incurred. I just wish i had the conversation recorded when the manager threatened me!


  20. #20
    Basic Account Holder Wadard Novitiate

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    Default Re: Dell / Official Complaints Procedures

    I wish I'd found this forum before buying a Dell outfit before Christmas! While it all works OK, I am appalled at the cost and short life of ink cartridges for the V305 printer. I also have an Epson Photo 2100 for photograph printing, and bought the V305 for letters, etc. It is now telling me it needs a second new black cartridge in 6 weeks light use at home, and they cost twice as much as Epson ones at around 20. So the printer, at under 50 is worth just two and a half cartridges! An appalling rip-off. Moral of the story - DON'T BUY DELL PRINTERS.


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