Dell XPS 13 9370 (2018) review
In November, my laptop was sent away to Techguys as it was overheating. (There was also a loose key and a query concerning a feature on the keyboard that disappeared after a previous replacement of the keyboard. It was after the first repair that the keyboard returned with a loose key. (they were informed of this)).After many phonecalls and promises that it would be delivered it was finally returned today (56 days later)The key was now missing and slight damage on the corner of the computer. I did not sign for this and returned it immediately with the courier. Once again i have called Tech guys and spoke to a 'Team Leader' who says that there is nothing they can do as it is cosmetic damage and doesn't come under the cover. This damage he assures me is impossible in their care. My computer was not damaged when it left me in November. I dont understand why it has taken 56 days to tell me this. The computer was not damaged when it left me and even thought the key was loose it was still with the laptop. At the moment I am awaiting a call from the team leaders supervisor. Where do I stand?
I bought the Laptop November 2009, the laptop was returned a couple of days before the year warranty that came with it ran out. I think it was about £400.
I'd be inclined to write complaining to chief exec of DSG politely explaining what has happened and asking for him to look into what has happened
Do not involve in chit chat over the phone with members of staff
I take it DSG has the laptop at this time. Leave it like that till you get a reply
Keep copies of all correspondence, e-mails etc
John Browett Esq
DSG Retail Ltd
Good advice from 961. If they are being that unhelpful, the written word is better than the spoken word. Make notes of what has been said by whom and when, none the less.
A missing key is surely NOT cosmetic. It is a functional necessity. Do yopu, perchance have evidence they were informed of the loose key after the first repair? Email? Date? Who you spoke to?
... and I realise it may not help you, but can I encourage ANYONE sending a computer or anything off for return to take a few digital pictures.
This is especially valuable when told something was sent in with cosmetic damage. Take pictures of the wrapping and even the label in case "they" say you must have sent it to the wrong address.
Oh, meant to add, isn't there a 60 day deadline for all repairs from DSG, and if they are forced to accept that it was returned unfit for use, what are your rights? Someone with more knowledge of DSG is sure to know that!
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