Computer retailer or Microsoft

[BertBert]

Probably been done before, but got a new Dell lappy at the end of last year and it crashes - gets a bugcheck always the same error code. Happens once a week, a couple of times a week, sometimes twice in a day sporadically. Looks like it only happens with an external monitor plugged in (which seems to be what the error code refers to), but debugging a crash dump is beyond me). I ran without one for a couple of weeks with no problems.

To the point, Dell support have been trying to help which consists of making sure the BIOS, the drivers and windoze is up to date. They refuse to do anything with the error code to try and diagnose anything. Now to the point where they have said it's not their problem, but Microsoft's.

Now I understand the problem, Windoze is not theirs. But I only bought stuff from them, not from MS.

To the question - am I right to assert that a problem of this nature to the extent it is a problem with what they supplied me - the laptop and all their own or licensed software, is their problem?

Obviously it's all very hard as who knows what the actual problem is, but how does consumer law handle something like this?

Cheers
Bert

[andburg]

your rights are with the retailer.

software/drivers are awkward however as Dell have no control over windows updates, the final step will always be a factory restore and see if the problem is still present.

How is your second screen connected? VGA / DVI / HDMI
Can you test a different connector type?
Does the issue occur at all screen resolutions?
Does the issue occur when extending desktop or duplicating?
Does it occur when a certain application is in use on that screen?
Have you tried removing the video adapter from device manager and allowing it to reinstall?
Have you tried going direct to the graphics chipset manufacturer to obtain a driver rather than Dell / Windows Update?


so many questions but I'd hope Dell have already gone through at least all of the above with you.

[BertBert]

andburg said:

your rights are with the retailer.

software/drivers are awkward however as Dell have no control over windows updates, the final step will always be a factory restore and see if the problem is still present.

How is your second screen connected? VGA / DVI / HDMI
Can you test a different connector type?
Does the issue occur at all screen resolutions?
Does the issue occur when extending desktop or duplicating?
Does it occur when a certain application is in use on that screen?
Have you tried removing the video adapter from device manager and allowing it to reinstall?
Have you tried going direct to the graphics chipset manufacturer to obtain a driver rather than Dell / Windows Update?

so many questions but I'd hope Dell have already gone through at least all of the above with you.

All pretty ghastly really. I don't actually know that it's to do with the extra monitor, that's a guess of mine. I'll persevere with Dell support. It's more a question of when in law does it get to the point of enough is enough?

[Chris32345]

What type of errors is it?

Freezing program closing
System restarting/ blue screen?

[BertBert]

Bug check aka BSOD

[randlemarcus]

Escalate with Dell support, until you get to the person who doesn't try and have you over. I'm sure Satya wont be keen to cough up for Michaels hardware issues.

[geordiepingu]

Escalate it with Dell, let them repair and then replace the laptop, and if it's still no good, you can claim a full refund under the Sale of Goods act I believe. I once was stupid enough to drop £2500 on an XPS 15 9560 when it came out, had Dell technicians to my house 6 times, had a replacement laptop and it still failed. Argued the case with them and got my refund. (Much happier being back on my MBPs, just waiting for the angry comments now!)

Edit: Sorry, Consumer Rights Act 2015. Read the specific wording, but essentially give the retailer you have the contract with the opportunity to repair and replace, and if it still is not fit for purpose, you can argue that line for a refund.

Edited by geordiepingu on Thursday 4th March 21:29

[Sgt Bilko]

Is the monitor an old one or faulty. Power spikes have been known to mess Equipment up before now. Especially once they get warm. If you can try a different connection cable and then monitor.

[BertBert]

Yep, tried two monitors and two cables!

[Pegscratch]

I see you were asked above how it was connected, apologies if I've missed that but it's actually a fairly important one as now DisplayPort and HDMI are very two-way systems - and if there's a "dock" of some description, nowadays just a USB-C port expander, that's likely to be where your issue is.

[BertBert]

It's connected into the HDMI port, so should be ok from that perspective.

[BertBert]

At the risk of getting off the legal topic completely...
https://docs.microsoft.com/en-us/windows-hardware/...

[geordiepingu]

If you're still having problems after updating your graphics drivers, follow the advice to get Dell to fix the laptop and seriously consider a replacement or refund for another laptop. The GPU failed entirely on my last XPS.

[alpha channel]

I had a similar issue with my works provided Dell, hook it up to an external screen (be it monitor or Cintiq... a graphics tablet with a built in screen) via the mini displayport connection and it does what your machine does, BSOD's. Swapped it over to HDMI, flawless. I don't suppose you've tried a different connection? (e.g. displayport and if the screen doesn't have displayport the use of a displayport to hdmi cable would sort that).

Depending upon the model It may even be a physical defect with the port throwing a power spike that BSOD's the OS. I've seen that when a student came to me saying that every time they put their USB stick in their machine crashed, turned out a bit of foil wrapper from some chewing gum had got in the USB stick and it was shorting the pins out.

[BertBert]

Right back again. with nowhere else to turn, I paid Dell for a software support ticket - £48, ok. We've done endless diagnotics/updates of driver, bios etc to no avail, And finally gone to a fresh install in Win10. They didn't want to reset the machine to the Dell setup it came with, which as an aside I thought a bit odd. So all partitions deleted and a fresh Win10 install done. Did all the windows updates and re-installed the software I used (office, adobe etc). No Dell stuff at all. Machine still crashes. So I followed the final part of the instructions and installed the Dell SupportAssist and got it to do the driver and BIOS updates (what more BIOS updates???). Still crashes.

TL;DR done all the rectification actions possible, re-installed Windows, still crashes.

So to the question. In the legislation, does this count as giving Dell the chance to fix the machine and I can now use the CRA to get my money back?
I am expecting Dell to want me to return the laptop for a warranty repair (whatever that might be) which I don't want.

Cheers
Bert

[PistonTim]

I wouldnt have given them a penny.

Its under warranty and obviously faulty, insist they repair or replace.

[BertBert]

PistonTim said:

I wouldnt have given them a penny.

Its under warranty and obviously faulty, insist they repair or replace.

So the question is whether I can insist on a replacement or refund at this juncture? I have no interested in returning for repair a laptop that I used every day.

[Chris32345]

There's obvy some sort of hardware issue with the lapyop and I'd say you are now well within your rights to ask for a refund

[BertBert]

So I've spent 120 minutes this afternoon to dell customer services sat in queues, being cut off, phoning back, being passed around. Spoke to 8 people, just got the run around. Sent a formal request to the customer complaints email address stating what I want. Will follow up with a letter before action and then a moneyclaim online.

I wonder if I take a video of smashing the laptop up with a hammer and put it on YouTube, will I get £1000 of advertising revenue as a way of getting my money back?

[Sheepshanks]

I don't know if it's a good idea or not, but if you bought it using a personal credit card, you could do a Section 75 claim through the card provider.