Yesterday (2), Ms. Zhang, a citizen of Jiulongpo District, told the upstream news hotline 966966/upstream news APP that in August last year, she spent 4599 yuan to buy a Dell computer at the Dell West City Tianjie store in Jiulongpo District. In February of this year, the computer had a boot stutter, and she contacted Dell's after-sales department. As a result, the after-sales department said that the free software upgrade is a commitment of the dealer, and the after-sales department is not responsible. If you need a software upgrade, 199 yuan per time, 299 yuan for the package, unlimited times.
On the morning of March 3, the upstream reporter contacted Ms. Zhang.
She said that when she bought her computer last August, she was worried about a problem with the software. So, I spent an extra 300 yuan to buy a free software upgrade package provided by the dealer.
"I'm just worried that after a while of using it, the computer will have problems, so that repairs won't cost money anymore." Ms. Zhang said she also asked the dealer to indicate a free upgrade to the software on the receipt.
The computer has been used for less than 4 months, and in February this year, the computer turned on and stuttered, and she contacted Dell Aftermarket.
"Dell Aftermarket told me that my computer was not purchased by an official direct store and that software upgrades need to be paid." She said that if the computer purchased by the direct store, it is a free upgrade. If there is a problem with the hardware, it is within a two-year warranty and repaired free of charge.
Ms. Zhang said that as a consumer, she believes in the Dell brand to buy. "We consumers will not pay special attention to dealers or official direct stores, and the relationship between the two is not clear, and now that there is a problem, we will tell consumers the difference between dealers and official direct stores." Now, who do we really believe?"
The upstream news reporter first contacted the staff of the Dale West City Tianjie store in KowloonPo District. The staff said that the owner of the store's previous operation has changed, and the current boss does not know ms. Zhang's situation. And the 300 yuan to buy the software free upgrade package, just the former boss's promotional means, they also have no way.
Subsequently, the upstream reporter contacted the staff of Dell's after-sales department. The staff said that the place where Ms. Zhang bought the computer was a dealer, and they checked that the dealer was not in their sales system. And said that if Ms. Zhang's computer is a hardware problem, it is free to repair within the two-year warranty, and the software upgrade is not within the scope of free. At the same time, if Ms. Zhang needs after-sales help to reinstall the system upgrade, 199 yuan at a time, 299 yuan for the package, unlimited times. If you are not willing to be responsible for the upgrade after-sales, you can log on to the Dell official website and reinstall the system upgrade yourself according to the online guidance.
At present, Ms. Zhang is ready to install the system upgrade herself according to the online guidance.
Upstream journalist Zheng Sanbo
The "3.15" Consumer Rights protection day is approaching, and upstream news is here to collect various consumer rights protection clues, including buying a house and encountering a hegemonic contract, buying a car and being a consumer trap, and running away after members recharge.