system restore and reformat disc?

I bought a new Dell 530 Inspiron Desktop for my Dad in August this year and I have posted in hardware forum a few times about issues with Media card reader and keyboard! The PC was returned to dell, who replaced the MCR and the Motherboard!!Thankfully MG's have helped as best they could.
I wrote a letter to Dell, explaining that now Runtime error messages were appearing and the MCR and keyboard were still failing and asked for a refund/replacement.

Their answer is as follows:
In the mean time we can go ahead and perform PC Restore which is a utility which will take your system back to factory default settings in 15 to 20 mins.
As Pc Restore is stored in utility partition and as your system is new and with less amount of data stored, it will definitely help you to resolve yourissue.Restore Windows Vista to the factory backup.
----------------------------------------------------
NOTICE: Restoring Windows to the factory default configuration deletes all data on the C: drive. You must back up your data before performing this step or your data will be lost.
1) Start the computer.
2) Tap the <F8> key on the keyboard during the startup process until you see the Windows Advanced Options menu on the screen.
NOTE: If the Windows Advanced Options menu does not appear, restart the system and try again.
3) Press the <Down Arrow> key to select Repair Your Computer and press the <Enter> key.
4) The System Recovery Options window appears.
5) Select your language and click Next.
6) Log in as a user with administrative rights and click OK.
7) Click Dell Factory Image Restore.
8) The Dell Factory Image Restore window appears.
9) Click Next.
10) Check Yes, reformat hard drive and restore system software to factory condition.
11) Click Next.
12) The factory software image is now written to your hard drive.
13) Click Finish to restart the computer.


Are they admitting liability that the PC they supplied is faulty? Should I go ahead and do what they ask? Any answers will be greatly appreciated.
My Dad is 72 yrs old and only uses the PC for email and pictures to keep in touch with friends. Uses 56k modem on dial up. He uses the system maybe once a week! (when it works!) He is not able to carry out the Dell instruction and I live a distance away. Should I dig my heals in and demand they fix the problem?
G

 

In all honesty, it looks as though you've recieved a bum deal from Dell. There should be no problems (problems such as yours that is!) with a brand new computer. I've got my Dell about 4 months ago and I've not one problem (and its refurbished!!!). I think it was flawed to begin with.

Im not sure what they mean "In the meantime" does that mean they are going to replace something else? The reason they want to restore it to factory settings is so that he could actually use it while im guessing they fix it... yet again?

If I were you I would contact Dell and either request a brand new pc or my money back and go with another manufacturer. Sorry

 

Thanks D & K for replies
Its under 3 months old!

G

 

Grumbles, I think you should get another laptop from them or a refund. I would read over the warranty, and call Dell back and speak to a supervisor. I agree with the other posters, if it is messed up in 3 months, just think how bad it could be in a year or so.

E

 

Thanks Fred Trouble is that i cannot understand a word they say (call centre in India). They promised to phone me in the next 2 hours!
I will update asap

G

 

I don't know a lot about Hardware issues, G. Is it possible to back up your important files (Pictures, Documents, Bookmarks, and Music are the ones that come to mind) and follow their recovery? They may be giving themselves an out by telling you to do this, and if you don't, they can say the problem was with MS or in how you setup the PC. Can you go online and get tech help without paying their outrageous fees? They at least type without much of an accent.

 

Thanks Musk
It is difficult to know what angle they are taking on this. I am just a number in this situation, they will have had plenty practice in this area
G

 

They might say (if your reformat) that reformatting solved the issue and now theres nothing they can or will do. I really think you should get an entirely new one or get your money back.

Also on the phone dont hesitate to ask for a manager if they say "theres nothing they can do" if you dont want format. Dont be rude just firm.. dont be afraid to go to the top! They want anything but for you to go to the head guy.. makes 'em look like they cant do thier job! If you threaten so, then they are more willing to help as they dont want to look incompentent to the boss.

Document everything, times, dates, names, employee numbers- you might need it later!

 

I have got every single email sent and received, which will back me up

Ty D

 

I am so glad that I have kept a copy of all their emails! Here is a part of their email to me this morning :

From your e-mail, I understand that you will be available after 1:30 pm to receive the call.

We will definitely call you today and will discuss about the issue.


Think I will charge THEM time for waiting by the phone for 5 hours rolleyes

 

Update on Dell
They never phoned when promised :mad
Wanted me to do the re-format of hard drive, but I have too many commitments to travel over to my Dad's to do this. I think they should be doing the technical stuff anyway!
I told them this and they now suggest someone else does it! So if a neighbour comes along and does something wrong - whose fault is the problem.
Because my Dad is on dial up at 56k, it took me hours and hours to set up all AV software and install all programs All will be lost if re-formatted and who will set it all up again? This is crazy :mad
When a company sell you a product they have a duty to supply it in full working order, and if there is a problem they have a duty to repair/replace within a reasonable time period.
I am now looking into UK Consumer rights, so maybe this will help.
G

 

Well well I have decided rather reluctantly to follow the instruction given by Dell to re-format the hard drive. But I must exhaust all possibilities before any action can be taken, so needs must!
Thanks to DellCA (MG member) for extra email support - you are a real credit to Dell (just unlucky for me that you are not in Dell UK).


I will forward the results this week

G

 

Hi all :wave

Today I re-formatted the Hard Drive and Restored the system back to Default Factory settings.

All the errors and hardware issues that I have been experiencing with the system look to be fixed

Another 48 hrs and I will know 100% whether this is a complete success.

Update and free drinks all round in a couple of days

G

 

Lets hope that all is well.

The reformat should have definitely fixed things. Let us know how things go

 

In an ideal world, this should have fixed the problem

But no, when my father switched the PC on this morning, the Keyboard Failure message appeared And the 2 times after each reboot :cry

Autoplay did not appear when inserting Media; so 3 months on, we are back to square one.
The saga continues.........

 

In the back of my mind (and I really hate to say it) I just knew it wouldnt work. Its seemingly a hardware problem and no matter how many times your re-install/update the software, it isnt going to fix the hardware.

You should really get on Dell about this because its completely unacceptable!
You should ask (if you want to) for a complete and total refund or they should offer you a brand new system, at least. I feel your pain dealing with incompetence...

Keep us updated!

 

Thanks Dy and K for the concerns

I emailed dell a short time ago with the following:

Case 522239976

I have now completed the tasks to try and resolve the issues. It is quite apparent that there is a serious problem with the system. You have replaced the Mobo and MCR and nothing has been resolved. The keyboard has been an issue since day 1 and not resolved.
It is now reasonable to ask Dell for a complete refund or a credit note so that I can purchase another system.
I have no faith left in the MCReader and it would be fair to say that we should get the option now try another model? Would this be acceptable to yourselves?
3 months without a fully operational PC is unacceptable.

Regards
Steve

 

That was a pretty well worded leter Grumbles. I hope they will treat you the right way. You have been patient with them. Don't know if this will help any at all, but check out the guy that made post number 4... They might could help you.

http://forums.majorgeeks.com/showthread.php?t=139356&highlight=dell

E

 

Thanks Fred and Plodr for the suggestions

I spoke to dell today and they wanted to swop the MC reader again! I stuck to my guns :guns and demanded a replacement. I quoted the 'Sale of Goods Act 1979 as amended' which states: under the sale of goods act; the repair has failed, the replacement parts have failed; I am entitled to a brand new replacement or a refund.
I also stated that if the replacement that they will agree to send is not to a satisfactory standard, ie in full working order, then they are legally obliged to offer me a full refund. Failure to adhere to this will mean that Trading Standards will be investigating this case.

Also Section 75 consumer credit act; if c/c payment is over £100 the credit card company are jointly liable and they will also pursue a claim against dell.

The dell representative said he would phone me back in 10 minutes.:tired

At last! Dell have agreed to replace the system with a brand new one

They will email me the system details and I just have to amend and agree any changes and they will uplift the existing PC tower and keyboard in 20 days and replacement will arrive within 25-30 days.

I will keep you all posted as to the outcome

Thanks all

G

 

A month for a computer exchange? Grumbles, that sounds like way to long. Especially with all the problems you have had. May be to late now, but I would try to get it resolved faster. Warranty work should always be first in my opinion.

Way to stick to your guns on the replacement computer though! Good luck to you.

E

 

Hi Fred

The reason they say for the months' wait is I picked the system I wanted and added extra options on, like double memory, best graphic card etc.

Now you have got me thinking about it though? The above extra options were in the 'build' choices, therefore they shouldn't have too much trouble in despatching sooner ??

I will email them again on Monday and try to push it along

Cheers

G

 

double the memory and change the graphics card = 10 minutes

After the troubles you have had they should have the stuffed one back within a week, and the new one should be out to you no more than a week after that.

Put a bit of pressure on them to try to speed the process up, If there are ANY problems with the replacement, tell them you want a full refund.

 

If I can take parts from boxes and have a desktop updating Windows updates in a couple of hours, Dell can build you a laptop in less than a month.

Get on them, don't just email, call, and always ask for a supervisor. This is just my opinion, but a month?! To fix their own problem?rolleyes

E

 

Exactly right, I did my first build last week in 2 hours including stripping most of the parts from another computer.

I reckon the people at Dell have built quite a few computers in their time and should be a fair bit faster than me

 

Thank you all for your advice in pushing Dell along

I did telephone them and spoke to their Customer Services Manager and after a brief discussion about getting a refund, he has agreed to deliver a new replacement on 6th November

Will keep you posted of developments

G

 

SUCCESS

Dell delivered a brand new replacement Inspiron 530 as promised on the 6th November.
The Media Card reader worked perfectly and the replacement Keyboard was no problem at all

I am absolutely delighted that this long running saga has been resolved - thanks again to everyone who offered advice as well as their thoughts.

G

ps I still have the original system! I wonder if dell have forgotten about it!! LOL

http://bestsmileys.com/mouthzippedshut/2.gif

 

Dell wants you to send the offending computer to me. I will pay postage... LOL. I think they forgot about it. Great to see everything working properly! Dell is not a bad company, but they do seem to have some work to do.

E

 

Thats great, Its about time you have a fully functional computer! Dell probably expects you to return the old one if you dont they *may* try to charge you for the new one. Did you request/they send you an RMA for the old one?

 

Whats a RMA dy? :confused

G

 

Good idea plodr,but its already on its way to Fred G LOL as long as he pays the postage

G

 

RMA = return merchandise authorization. They have to send you this before you can send it back. I know companies (some of which we deal with at my job) who would not give us credit or exchange out the items w/o one of these. With a big company like dell I dont think they just "forgot" but then again maybe you got lucky

 

I spoke too soon The Games that are pre-installed are failing to load up ( i have started a new thread on this) and today the Control Panel would not load up on the Desktop

Dell have now contacted me and are picking up the old system. Out with the old and in with the new; well sort of LOL

G

http://bestsmileys.com/computer1/10.gif

 

Replacement system is working 95% as it should be Not bad as nothing is perfect.
Dell have been very co-operative and are working hard to resolve the failing 5%, so I would buy from them again
Thanks to everyone here at MG's for their support.

G

 

I spoke too soon! Replacement pc is falling down

Control Panel fails to load and error messages appearing.

Maybe it is a sign from above that we are not meant to have a PC!

Have to go down the full refund route now.

G rolleyes

 

Oh Grumbles, that is sad on their part. I agree, go for the refund and look elsewhere for one that works!

S

 

Had a call from Dell today in response to the replacement system failing. They want to try a system restore again! Or send another replacement.
But I am sticking to my :guns and demand a complete refund.
G

 

Dang Grumbles! That is not acceptable. Stick to those guns, and get a refund! How much work do they expect their customers to do to get a computer they PAID for to work properly. Geez :tas

E

 

Had an email from Dell UK this morning and they have agreed to give my father a refund :hyper
How long? We shall wait and see! But its a step forward.
G

 

Read all of above --------------- horror-show. Man, you have the patience of Job. Maybe an abacus would be a better replacement.

Sorry to make light of your predicament, but if you can't laugh at their ineptitude, the world might come to an end.

I just went through a similar but much easier go-round with Micro-Velocity and their new gaming rig. But they replaced it rapidly.

The more complicated these new critters get the more glitches appear!!!

:cry

 

roflmao But would it break down - probably

 

Do they make a wireless abacus?

E

 

So, G, it is now a month you've had the new Dell system. Does it still work to your satisfaction? Well done in pursuing the issue to conclusion.

 

To add to this... If all your dad is using a machine for is email and the likes - it might be worth getting a used laptop you know to be in decent nick hardware wise and sticking Linux on there - it should be a lot cheaper than getting a new machine with Vista on it and it would probably perform better too.

Graphics card driver issues notwithstanding, and even this point is improving, you can get fancy 3d desktops and other bells and whistles too. At very least it's a much more secure system than a Windows machine.

Well done sticking to your guns and getting the refund.

 

Hi
No, the replacement that was sent has problems The control panel does not load in normal mode.
After all the problems with the original PC, I would have expected the 2nd one to work perfectly and as it does not, I have pursued a refund.

The PC's specs for anyone interested were:
Inspiron 530Viiv E4300 core 2 Duo Processor 1.80 ghz 800mhz FSB 2mb cache,
Memory Dual Channel 2048 mb 667mhz DDR2, HDD 250GB, Integrated Intel graphics media accelerator 3100,DVD RW16x and DVD ROM 16x IDE cost was £574.46