So... haven't been down this route for a while and I'm on slightly dubious ground because it's a year since I bought the machine. But I did tell Dell I was formally rejecting it last year and they chose to completely ignore me. Having bought Al a budget Acer refurb that gets three times the throughput of the Dell from exactly the same place inspired me to pick up the issue again. Having a conversation with Dell customer services - one 'Dolson Jasper James' - in which said (and astonishingly rude) Dell representative made up the Sale of Goods Act to his own end and essentially told me to get lost, I was suddenly minded to pursue it relentlessly.
I bought my first Dell machine almost 30 years ago and have always recommended them to friends and family over the years. I'm now retracting all previous recommendations: Dell has become a shabby, arrogant organisation that treats its customers with complete disdain, wearing them down until they give up trying to get reasonable service. I'm pretty sure this is a deliberate tactic, which makes it all the more annoying.
I am about to hit the button on a Small Claims Court claim through Money Claim Online, the process for which acknowledges:
" You are required to give details of your claim in the box below. If you wish, you may also send detailed particulars direct to the defendant. If you need to do this, please tick here.
You must serve any additional documents on the defendant within 14 days after service of the claim form. "
The attached documents will be submitted in support of the claim. In particular, I will reference (in the claim submission) the facts that:
Bullets 2, 3 and 4 are supported by the 94-page PDF document of email exchanges with Dell - "Gmail - Dell Technical Support Notification (KMM36617955I57L0KM)" - which evidences the extraordinary lengths I have gone to in order to resolve this matter.
My reasons for now seeking resolution through legal process are well-documented in recent exchanges and are also covered under the PDF document referenced in the preceding paragraph.
I would be grateful if you could confirm receipt of these documents on behalf of Dell. Please note that I do not intend to formally instantiate the action until the 12th May 2012, to give you time to consider your position and make an appropriate offer to settle, prior to formalising the dispute through the Small Claims Track of the County Court.