Dell is refusing to refund me despite my laptop being faulty and the parts will mean they can't fix it for 5-6 months from purchase

Hi 

It is with disappointment that I've had to come here. I am shocked that Dell don't have a complaints department to discuss their service with. 

I received a faulty laptop on 4th April 2024. Unfortunately the fault is with the sound so it is distorted when over 20% volume - which was not immediately known to me when I first received the laptop. I was still using my old (8 year old Dell laptop) for most streaming etc so had not used the new one to the point I needed higher volumes. When I did it was already past the 14 days and I reported the fault to customer service on 5th May 2024. Shockingly the sound quality on my 8 year old laptop is better! 

After a very difficult WhatsApp technical support period, I eventually demanded that the speaker be replaced as I had given up with being given faulty/incorrect advice over WhatsApp. This happened on the 14th May 2024. It sadly did not fix the issue. 

I then spent the next 7 weeks going round in circles with having the same steps repeated again and again with no progress made. I asked if I could have a replacement as I could see that Dell still stocked the laptop online, but by the time Dell looked at this option it was no longer available. I was told I wasn't entitled to any compensation for the faulty laptop during this period. 

Eventually, I was informed that I could either return the laptop for a repair "although we don't know we can repair it" or ask for a refund "although that is subject to approval". So my option are maybe a repair....or maybe a refund? How is this a reasonable response to a customer with a faulty device? 

I picked repair as I felt that I really didn't want to have to go through finding another laptop I liked. After 2 weeks, Dell has informed me that the part in question is on back order and not available for another 6 weeks. That will take us to 20 weeks after I bought the laptop to have it back and possibly working. The part in question? - The speaker. So apparently the second replacement speaker is faulty as well - which I have expressed my concerns that it isn't the speaker. I've been told it has been past to the technicians but no change to the plan. 

Given under the Consumer Rights Act I am entitled to a refund if the repair is not conducted in a reasonable timeframe I asked to proceed with the refund. I have been told that isn't approved. So I'm left wondering if this is a scam and Dell is ignoring the rights of consumers. I don't really think I or my colleagues/family/friends would like to be a part of a company that treats it's customers this way. Especially when everyone I speak to says they understand my frustration and agree that this is unreasonable and yet no nothing to help me. 

Please can someone contact me to discuss a refund before I have to report this to the authorities. 

Relevant sections of the Consumer Rights Act: 

I have agreed to 1 repair which failed. I have asked for a refund (final right to reject) within 6 months as I deem that having no functioning laptop for 20 weeks is an unreasonable timeframe and inconveniencing me as the customer. By August - Dell will have had the laptop in their possession longer than I have. My old laptop can't be used off the charger for more than 10 minutes so unusable in the manner I want therefore having no functioning laptop is of significant inconvenience. 

Provision 23 

Right to repair or replacement

(1)This section applies if the consumer has the right to repair or replacement (see section 19(3) and (4)).

(2)If the consumer requires the trader to repair or replace the goods, the trader must—

(a)do so within a reasonable time and without significant inconvenience to the consumer

Provision 24 

(5)A consumer who has the right to a price reduction and the final right to reject may only exercise one (not both), and may only do so in one of these situations—

(a)after one repair or one replacement, the goods do not conform to the contract;

(b)because of section 23(3) the consumer can require neither repair nor replacement of the goods; or

(c)the consumer has required the trader to repair or replace the goods, but the trader is in breach of the requirement of section 23(2)(a) to do so within a reasonable time and without significant inconvenience to the consumer.

(10)No deduction may be made if the final right to reject is exercised in the first 6 months