I would expect that the form of warranty from Dell would cover all angles of loss by users - However the product in question is to be replaced - so I can see them saying that they see that they have kept their part of the warranty - However the time taken is in question. Prior to the final stoppage 3 of their qualified engineer tried to fix it and were not able. The last Engineer telephoned Dell in my presence and said it was not repairable. I was then informed that a decision would have to be taken by Dell "upper levels" if the machine was to be replaced and that this would take up to 3 days.
Note that the machine to be replaced has been valued by Dell with a new machine cost of £850 - so in reality to Dell it could be described as "pennies". I specifically mentioned to them that without a machine I was unable to do any work and used the analogy of "somebody parking their car in my drive and not letting me go to work to earn an income". they understood the analogy but said that they cold not do anything about it. It took them 3 working days to let me know that they would replace it, However the exact module was no longer made and they would now have to quote me a revised spec which they did a day later.
In the meantime I had contacted their Sales department for quotes of higher spec machine for which I would expect to pay the difference. Supplying the service department with copies of the quotes from their sales department stating that I would pay the difference so as to speed up the my recovery time.
Despite being the same company the Service department would not offer me the same price as their Sales department, which in turn would cost me more than the Dell company on paper had quoted.
It can be seen that I have been pro-active in trying to speed things along.
The spec quoted by the Service department fell short on 2 crucial elements which took 2 further days to sort out.
The point that makes this worse is that I had a similar instance with Dell approximately 4 years ago and on their advise upgraded the old machine to the current model to avoid any downtime I was experiencing with that old machine. Lots of discussions were held which ended up with their solicitor telephoning me to say that Dell would not offer any financial consideration for any inconvenience or losses I had incurred on that occasion and would fight any action I may take up.
Therefore I would like to ensure that any steps made now would not incur wasting time and money coupled with the fact that I can see that the amount I would try to recover would be less than £5,000.00.
I am hoping for a delivery in the next 7 days after which it will take a further day to upload the custom software that I use.
I am cautious to act until I get the replacement up and running. Am I right in thinking that this will be a small claims court action.