Unsolved
1 Rookie
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3 Posts
0
38
August 4th, 2025 13:27
16X Aurora AC16251, 2 weeks old needing replacement
I want to raise a complaint on the incredibly slow and unresponsive service for my new gaming laptop. For the past 2 weeks every 2 days I get a response to a replacement then another delay of 2 more days till another response and so on. Perhaps until I am tired of this and give up? I have done every action that technical support have asked and even given over control to see that there is a hardware issue. The case needs approval is constant and then we are chasing over internal team is the new reponse. This is so poor and unbelievable how Dell are failing in customer care. I have asked how to complain and been told to wait for 2 more days. I would laugh but this is just so disgraceful.
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gamer2025
1 Rookie
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3 Posts
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August 4th, 2025 13:35
after reviewing trustadvisor - https://uk.trustpilot.com/review/www.dell.co.uk I am without much hope.....
ejn63
10 Elder
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29.2K Posts
1
August 4th, 2025 15:08
You have a limited time after shipment (30 days in the US; different elsewhere) to request a refund. Rather than waiting, if that's what you want to do, call and insist on that.
gamer2025
1 Rookie
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3 Posts
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August 4th, 2025 16:43
does anyone have an email or phone number to contact DEL - the service helpline will not provide one?
ejn63
10 Elder
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29.2K Posts
0
August 4th, 2025 16:51
Returns:
https://www.dell.com/en-us/lp/return-policy
anne_droid
3 Apprentice
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840 Posts
0
August 5th, 2025 09:41
Hi
Hope this helps...
Here are the key numbers for Dell UK technical support:
General Dell UK technical/customer support: +44 1344 860456 (24/7)
Dell Technologies UK support: 0870 6000 300 or +44 134 437 8017
Dell Data Security UK: 0800 389 0621 (24/7)
If you want to contact sales instead, Dell UK sales number is 0800 085 4878, available Mon-Fri 8am-8pm, Sat-Sun 9am-6pm.
Under UK consumer law, specifically the Consumer Rights Act 2015, if you buy a faulty laptop, you have the right to reject it and get a full refund within 30 days of taking ownership (the purchase or delivery date, whichever is later) if it is not of satisfactory quality, unfit for purpose, or not as described. This is known as the "right to reject."
If you are outside the 30-day period, you must give the retailer one opportunity to repair or replace the laptop before you can claim a refund. If the repair or replacement attempt fails, you can then reject the laptop and ask for a refund or a price reduction if you want to keep it.
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I suggest an email, along the lines of...
Here is a formal letter template to reject a faulty laptop or goods under the UK Consumer Rights Act 2015. You can adapt it with your details and specifics of the fault:
[Your Name]
[Your Address]
[Your Contact Number]
[Date]
[Retailer’s/Company’s Name]
[Company’s Address]
Dear Sir/Madam,
Ref: [Order Number / Purchase Reference]
On [date of purchase], I purchased a laptop from your store/website. Since receiving it on [delivery date], I have discovered the following fault(s) with the product: [describe the fault(s) clearly, e.g., it does not power on, the screen flickers, there is a hardware failure, etc.].
Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality, and fit for purpose. The laptop you have provided is clearly in breach of these terms.
Therefore, I hereby reject the item and request a full refund of the purchase price of £[amount paid]. Please also confirm whether you will arrange to collect the faulty laptop or if you require me to return it at your expense.
I expect your response within 7 days of the date of this letter. If I do not receive a satisfactory resolution within this period, I will have no alternative but to consider taking further action, which may include pursuing a claim through the county court.
Yours faithfully,
[Your Name]
This template is based on official guidance from Which? and Citizens Advice aligned with the Consumer Rights Act 2015. It clearly states your right to reject faulty goods within 30 days and demands a refund, alongside notifying the seller of further action if they fail to comply.