DELL's sneaky warranty loophole for monitors

[Merovingian]

Think you've got 12months warranty on your new Dell monitor bought from a 3rd party? Not necessarily.

This is what seems to be happening:

You buy a new monitor, from say, Bob'sPCs Ltd in week1

In week3, it develops a fault. You can't claim from Bob's as due to the recession, they've gone bust.

So you apply direct to Dell for a new replacement via their factory warranty.

But Dell say No go on the new replacement, but you can get a 'used' replacement[even though you spent £600 on a monitor just 2 weeks ago)

You ask why, and are told that because the reseller held the monitor in stock for 3weeks before selling it, then the end user was not entitled to a brand new replacement, only a scabby used one returned from a Berlin knocking shop.

Hence Dell are treating resellers as absolute owners even though they clearly do not use the monitors.


I know this to apply to monitors, but for I know it's an all product policy.

Great eh!

 

[andrew748]

i'm not convinced this will wash with trading standards, if you have this issue, give your local TS office a call for some advice.

 

[Monkey]

Cheeky *******s!!!

Having said that, isnt it the case that you can officially only buy Dell products direct from dell? if this is the case then if you buy it from a shop it technically is second hand.

 

[Monkey]

Cheeky *******s!!!

Having said that, isnt it the case that you can officially only buy Dell products direct from dell? if this is the case then if you buy it from a shop it technically is second hand.

EDIT : SCRATCH that comment, i see dell monitors are for sale everywhere

On this basis i wouldnt stand for it, new replacement or money back.

 

[Dylanlewis2000]

Yeah they do that for two reasons. The first is so that they can shift the refurbished stock, take yours back, and hopefully get it to work again. The second is speed of turn around. O2 did it to me with my phone. I bought a new phone direct through them, they sent out a refurb. The refurb was good as new to be fair, and it was as good as new.

If i spent £600 on a monitor i would really want a new one, but you are at their mercey. Within the first 6 months its up to you to prove there is a fault, and if one found, the retailer can offer a replacement, repair or refund. They will never offer a refund as first choice as they are losing out, and nearly always a refub is selected as this would give you the quickest service.

 

[bigbigblue]

Within the first 6 months its up to you to prove there is a fault, and if one found, the retailer can offer a replacement, repair or refund. They will never offer a refund as first choice as they are losing out, and nearly always a refub is selected as this would give you the quickest service.

1. If goods do not conform to contract at the time of sale, purchasers can request their money back "within a reasonable time". (This is not defined and will depend on circumstances).
2. A purchaser who is a consumer, i.e. is not buying in the course of a business, can alternatively request a repair or replacement.
3. If a consumer chooses to request a repair or replacement, then for the first six months after purchase it will be for the retailer to prove the goods did conform to contract (e.g. were not inherently faulty)

Note - that it is the option of the purchaser whether a refund, repair or replacement is provided. A replacement should be new goods too. If you are prepared to accept a refurbished replacement, then I would suggest that you are entitled to a partial refund too.

Of course, the difficulty in the OP's scenario is that the retailer has disappearred, and Dell (as the manufacturer) only has to comply with the stated terms of their warranty (which may well state that any replacement will be a refurbished model).

Always buy this kind of item with a credit card, as even if the retailer disappears, the credit card are liable to provide a refund (where one would be due from the retailer). Section 75 of the consumer credit act is the applicable piece of law in this case.

 

[Merovingian]

Sorry, I should just clarify that the above scenario is partly hypothetical.

I'm sorted, but I'm sure other buyers may be less forthright in pursuing recourse than myself.