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Dell is not giving its returns address within 14 day cooling off period.


Maria14
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Good evening. thank you for the add.
I have a problem with returning a Dell laptop within a 14 day cooling off period. I bought it online on the Dell uk website, and it was delivered to me on the 6th of September.
I could not set it up because I was stuck at one of the steps (got the frozen screen and I could not get past it waiting for hours for something to happen). Then I contacted Dell Technical Support. I spent over 4 hours with their advisors on the phone and whatsapp and they could not help me to resolve this problem. So there seems to be a software( or hardware?) issue and I want to return it.
I have tried to arrange a return thru the Dell website by picking the date, however, I did not receive any email confirmation of this and nobody showed up on the day.
I phoned and emailed and they said I could not return it. Earlier this week I have contacted both their customer service and complaints emails with no success. They are not giving me their returns address.
The guy in the 2nd email was trying to offer me a £130 off voucher but never got back to me with the returns address in the UK.


I have used the Resolver  site yesterday to write another complaint quoting Dells own returns policy as well as the Comsumer Rights. My return window is running out.
What can I do now?

Edited by Maria14
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what date did you purchase it?

as the unit is faulty and not fit for purpose you have upto 30 days to register pref in writing you are returning the product under the sort term right to reject of the consumer rights act /

 

you appear to have plenty of evidence of this but are better to do it formerly in writing.

 

dx

 

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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I think the most important thing here is to establish a paper trail.

You have the right to return it within 14 days for any reason – the cooling off period. Also if there is a defect which manifests itself within the first 30 days then you have a right to reject the computer for that defect.

I suggest that you write letter immediately – email – send it to them and make it clear that you are invoking the cooling off period and that despite your best efforts you have been unable to obtain an address from them and in fact you have found that both their staff and the systems are obstructive to your application of your consumer rights.

Send a second email (they aren't normally able to understand one point per email – they get confused) and tell them that you are invoking your right to reject under the consumer rights act because of a defect and you want to know what arrangements they are making to collect the computer.

Send both of these letters today. I suggest that the cooling off period one you also sent by recorded delivery post tomorrow but make sure it bears today's date.

In terms of the defect, I suggest that you start going to the setup process again if you can and take a photograph of each screen so that you are able to demonstrate the defect.
If Dell tries to shirk their consumer obligations then you will have evidence that there was a defect and after that we will help you through the next step.

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Thank you for taking time to write it, BankFodder. those are exactly the words I mean.

I will write another email today and a recorded letter tomorrow using your suggestion.

 

I am not the only one experiencing this software issue at installation, if one googles 'dell forum now we have important setup to do' you will see for example, 'First boot up out of the box - Inspiron - Dell' and other recent posts.

 

Dell is trying to tell me that software issues does not mean its defective but I believe it does because I am unable to use the laptop because of them.

 

so far my correspondence has been with [email protected] which has not replied back with the returns address so far. I have also tried [email protected] (no reply from this one yet) and through Dells social media(my correspondence with them is attached).

 

Subject: Re: Follow Up
From: DELL-Cares
Date: 09-17-2021 01:53 AM


 

I agree that the issues you’re currently facing are not acceptable at all. If I were you, I’d also feel the same. Unfortunately, we wouldn’t be able to offer a replacement as the nature of the issue does not qualify for one. Also, the system has crossed the return period. But don’t worry, I’m prioritizing this case and will ensure to turn around this experience for you by resolving the issue at the earliest.

 

bluetail14

09-17-2021

Hi.  You see, this order was delivered on September 6th, 2021 so I have until the 20th of September to return it.
Maybe you could tell me the return address and I will return it myself.  I also paid through paypal so I will have to return through them if you cant help me directly.

thank you,

Maria

 

 

Re: Follow Up

Hi, I'm Ritika, one of the Supervisors at Dell Social Media Support. I've reviewed this case and apologize for the inconvenience you have experienced. We want to ensure the reported issue is addressed for you. If you are still observing this issue, do let us know so we could assist you. Thanks ...

Expand full message

bluetail14

09-17-2021

Hi Ritika,

Can you please assist me with returning this laptop.  I asked the guy on the Dell Tech Support phone number if I could replace or return it last week and he said no. However, I know it is not true because I can return it within 14 days in the UK. I have tried to open a return request on the Dell website and pick a date for return, however I have not received any email confirmation of my return. so not sure what to do next

I wish it would work but it is not my fault it does not. The last thing the guy on Whatsapp suggested is for me to try to 'use the 8GB or 16GB pen drive to download the OS media' after we did a factory hard reset and I waited for several more hours. I do not know where to download the OS media from and to be honest, I do not think I should be doing this with a brand new laptop. The four hours I have spent with Dell Technical Support have been enough for me.

My old Dell Inspiron was easy to set up and run and I am still using it to write this message.

So please could you check for me if my return request has gone through OK?

 

thank you,

Maria

 

 Subject: Re: Follow Up
From: DELL-Cares
Date: 09-15-2021 05:15 AM


 

Hi,

I'm Ritika, one of the Supervisors at Dell Social Media Support. I've reviewed this case and apologize for the inconvenience you have experienced. We want to ensure the reported issue is addressed for you. If you are still observing this issue, do let us know so we could assist you.

Thanks for your time and patience with us.

Regards,
Ritika
Supervisor 
Dell Social Media Team

 

 

 

 

--------- Forwarded message ---------
From: Me
Date: Fri, 17 Sept 2021 at 14:50
Subject: Re: Dell Customer Care | Case # 122463150 from Shahbaz [ ref:_00D0bGaMp._5002R1N6k4F:ref ]
To: UKI_CSMB_CC <[email protected]>

Hi

I would like to return it. I am not convinced that I will not experience any issues later on with this one. 
thanks,
Maria
 
On Fri, 17 Sept 2021 at 13:08, UKI_CSMB_CC <[email protected]> wrote:

Dear Maria,
Thank you for contacting Dell Customer Care.
My name is Shahbaz Khan

I understand that you would like to return the order # 191853809
I would request you to please reconsider your decision. If you consider keeping the product, I would be able to offer you a goodwill refund of 130 GBP, including VAT.
If you would still like to return the product, I may proceed with the return and you have to drop the Laptop at DPD Parcel Shop.
Please reply to this email with your decision. We are awaiting your response.
Please reply to this email without changing the subject line & we would be glad to assist you with any further asistance.
Thank you for choosing Dell.
Kind regards,
Shahbaz Khan
Dell | Customer Care

 

 

From: Me

To: UKI_CSMB_CC <[email protected]>

Hi

I am writing to notify you of my request to return my Dell laptop delivered to me on September 6, 2021 due to the software (or possibly hardware?) issues which I was unable to resolve with Dell Technical Support by means of the phone and Whatsapp on September 14, 2020. 

I engaged with Mujahid from 10:52 to 14:07 trying to solve these issues which 

 prevented me from being able to  use my laptop, and provided photo and video evidence.

I am in my right to return the goods purchased at a distance within 14 days in accordance with Dell Returns Policy, 
https://www.dell.com/learn/uk/en/ukcorp1/terms-of-sale-consumer-returns

 

and UK Law. More specifically, the Consumer Contracts Regulations for the laptop and The Supply of Extended Warranties on Domestic Electric Goods Order 2005 for the warranty/support.

Please tell me the Dell returns address in the UK so I can return it or arrange a return.

 

Kind regards,

Maria

 Dell Order Number: 191853809  

 

 

From: Me
Date: Tue, 14 Sept 2021 at 13:37
Subject: return of order Dell Order Number: 191853809
To: <[email protected]>

Hi 

Please tell me how I can return my order of a Dell laptop, order number. 191853809
I have spent 4 hours talking with your technical advisors today on Whatsapp and over the phone, yet I am unable to set  it up due to a software issue.
kind regards,
 
Maria
 
 

 

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Dell are wrong and you are right.

If you my computer which needs a certain setup routine to get it going then whether it is the software or the hardware, it comes as a unit and if one aspect is defective then it's all defective.

Write the letters so that your position is reserved and then at least you are safe and we can take it further.

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Yep, done.  I even said in an email that I intend to post a letter with the same to the Dell UK office tomorrow.


wondering if its better to video record my process of setting it up and where it freezes - when I was on a whatsapp call, I sent their advisor the videos of what I was doing. as I was genuinely trying my best to resolve this issue. 
I cant believe they're like that. I was of much better opinion of them because my previous laptop is also Dell, and I never had issues of this kind.

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Yes, videos are a good idea. Whatever you do make sure that they are properly backed up so you have at least two copies in different places

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Might be an idea to read our upload guide and use pdf only...docx has all your pers details in file info/properties

 

DX

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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8 minutes ago, dx100uk said:

Might be an idea to read our upload guide and use pdf only...docx has all your pers details in file info/properties

 

DX

I'm not sure how to change that .doc file now because I cant see the edit option any more for my post. however, its only my email.

Edited by Maria14
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Keep the laptop, forget Microsoft. Install a Linux distro of your choice and ability.

 

It is almost certainly not 'faulty'. Microsoft is pants.

 

I have never come across a modern laptop which could not run Linux. 

 

It will work like a dream with Linux.

 

H

44 years at the pointy end of the motor trade. :eek:

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i've removed the docx and put it's  text up in the emails post you made

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Share on other sites

1 hour ago, Hammy1962 said:

Keep the laptop, forget Microsoft. Install a Linux distro of your choice and ability.

 

It is almost certainly not 'faulty'. Microsoft is pants.

 

I have never come across a modern laptop which could not run Linux. 

 

It will work like a dream with Linux.

 

H

Right :) I guess I want it for machine learning/python libraries/git bash.

Linux could indeed work better. I need to look into it as I have never installed a Linux system before. it is a gaming laptop by the way , with good specs and an Nvidea 3060 graphics card. 

can you recommend a link for Linux?

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If you start interfering with the provided operating system then you will lose your consumer rights.

Whether or not you want to install Linux, it should be working with the supplied operating system. If you start putting a different operating system on it and find in fact that it is a hardware problem then you probably will have a lot of difficulty going back to the supplier.

Get the laptop working as it should work first of all – then afterwards you can start changing the operating system

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Thanks everyone  - I liked the idea that I could install Linux on it, in addition to Windows. I have browsed Dell Forums to discover that some of their laptops indeed support Linux (or one can choose between one or the other). I did not know that - I bought this one because I wanted to upgrade from my old Dell laptop to do a Data Engineering course.
As of today, I have not been able to get past the 'Now we have some important setup to do' stage as mine comes with the Windows OS.  alas, one needs to install that first and then try to partition  for Ubuntu, etc.
So I am still determined to return this one.  It is nicely packed back in its box  complete with all of the pieces from the original packaging.  I will see what Dell replies tomorrow and will update of any progress!

P.S.  I have attached a screenshot from the dell uk website which shows that I have initiated a return from their website as well as another piece of evidence. the courier was scheduled to pick it up yesterday but never materialised.

Doc1.docx

Edited by Maria14
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Maria14, the two best Linux Distro's for a Laptop with Nvidia Graphics would be Manjaro or Pop!_OS. You don't have to uninstall Windows, they will both work as dual boot. Just download the relavant ISO, create a bootable USB and boot into Linux on startup, probably you will have to press F2 straight after boot. When the LInux Live Screen has started and you choose install, you will be offered the chance to dual boot with a Grub menu at startup. This way you can always go back to Windows.

 

H

Edited by Hammy1962

44 years at the pointy end of the motor trade. :eek:

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1 hour ago, Hammy1962 said:

Maria14, the two best Linux Distro's for a Laptop with Nvidia Graphics would be Manjaro or Pop!_OS. You don't have to uninstall Windows, they will both work as dual boot. Just download the relavant ISO, create a bootable USB and boot into Linux on startup, probably you will have to press F2 straight after boot. When the LInux Live Screen has started and you choose install, you will be offered the chance to dual boot with a Grub menu at startup. This way you can always go back to Windows.

 

H

Thank you. will look into these two for a dual boot. I was thinking of Ubuntu because I  read  that Dell has Ubuntu  ISO images for the XPS, Precision and Latitude Series.

So it looks like Ishould be aiming to get one of these.

Edited by Maria14
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Not good I am afraid. they are still not giving me Dell's return address by email. I have called DPD as well to make sure DPD cant provide me with one. 

 

---------- Forwarded message ---------
From: UKI_CSMB_CC <[email protected]>
Date: Mon, 20 Sept 2021 at 06:34

Dear Maria,

I may proceed with the return and you have to drop the Laptop at DPD Parcel Shop.
Due to some technical issues, we are unable to raise the return.
Once the return is raised successfully I will keep you updated through email.

Thank you for your patience.


Best Regards,
Shahbaz Khan
Specialist Customer Care
Dell Technologies | UKI Customer Care
UK Customer Service +0800-587-1456
Ireland Customer Service +003-5312-044-014
Work Schedule 9:00 AM – 5:00 PM GMT Monday - Friday

 

From: UKI_CSMB_CC <[email protected]>
Date: Mon, 20 Sept 2021

 

UKI_CSMB_CC via agh5b3sb6kdo.0b-gampeak.na98.bnc.salesforce.com 

 

Dear Maria,
We will inform you once the return has been raised.
So that you can return the order.
Thank you.

 

On Fri, 17 Sept 2021 at 13:08, UKI_CSMB_CC <[email protected]> wrote:

Dear Maria,

Thank you for contacting Dell Customer Care.
My name is Shahbaz Khan
I understand that you would like to return the order # 191853809
I would request you to please reconsider your decision. If you consider keeping the product, I would be able to offer you a goodwill refund of 130 GBP, including VAT.
If you would still like to return the product, I may proceed with the return and you have to drop the Laptop at DPD Parcel Shop.
Please reply to this email with your decision. We are awaiting your response.
Please reply to this email without changing the subject line & we would be glad to assist you with any further assistance.
Thank you for choosing Dell.

Kind regards,
Shahbaz Khan
Dell | Customer Care

Edited by Maria14
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an update: Dell has sent me a returns label! I have also opened a case with paypal because it was paid with paypal. Not sure if it was because of paypal or they acted on my numerous emails. so I dropped it to a DPD shop. 
thank you everyone.

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Well done keep us updated

 

Dx

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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