Dell monitor RMA - should I be happy with this?

[Black Panther]

I just sent this to my seller:


Hello, thanks for delivering today. Please understand that I'm very displeased not for your service but for that of the intermediary supplier between you and Dell.

As per your last message below you said the monitor was to be replaced. But I never imagined that the replacement would not be a new monitor.

It's true the monitor is a different one - both service and serial numbers are different, as is their date of manufacture.

This is the monitor in the box which I received today:

Pressed to fit inside another box with make-do packaging, with the two cables I shipped

As compared to the original box when I bought the U2711 the first time from you:

This time there were finger-marks all over the panel and the stand:

And to top it all, I immediately noticed 7 or 8 dead pixels at the bottom right (inside the red triangle).
I'm using my mobile's camera so the image quality isn't good:

I know it isn't your fault because your supplier provided this monitor and you didn't deal directly with Dell.

Please tell me who your supplier is so that I can contact him directly, because he knows what he shipped me.

I wouldn't have complained at all had this been some mainstream 300 euro monitor, but this costs more than x3 that price, and I know from my foreign friends the impeccable way Dell treats their rma's, and it's certainly nothing like this!

Depending on the reply from your supplier, I might forward all the photos and info to Dell to see if this type of service is what they really expect from their suppliers. Don't worry I won't be mentioning you since you're not a direct supplier.

So I hope to be hearing from you soon.
Thanks.

(btw, let me know when you have the NZXT Hue in stock because I want one)

 

[bbmarley]

no esp since dell have perfect pixel policy on there monitors

 

[gopal]

I think they shiped you another person's monitor.
Is this is the same model U2711?
Does the box have the original dell's seal like the original one?
I don't know much about RMA's but i did sended my Epson Printer for RMA they send me same printer repaired but with Epson's original seal on the box.

And you have seen dead pixels then it is must not your monitor and also because of the finger prints

 

[cadaveca]

Unacceptable, BP, stand your ground on this one. Dead pixels are unacceptable, refurbished should appear as new, but have green sticker on them. Should be clean, too, but the packaging being different is also normal, but should be a Dell-branded box. If it was not a Dell-branded box, then something is fishy, IMHO.

to help, here's a link to Dell's pixel policy:

http://accessories.dell.com/sna/sna.aspx?c=us&cs=19&l=en&s=dhs&~topic=premium_panel

 

[TheMailMan78]

Unacceptable, BP, stand your ground on this one. Dead pixels are unacceptable, refurbished should appear as new, but have green sticker on them. Should be clean, too, but the packaging being different is also normal, but should be a Dell-branded box. If it was not a Dell-branded box, then something is fishy, IMHO.

to help, here's a link to Dell's pixel policy:

http://accessories.dell.com/sna/sna.aspx?c=us&cs=19&l=en&s=dhs&~topic=premium_panel

Agree. Send that junk right back to them.

 

[gopal]

Agree. Send that junk right back to them.

Come on TMM Show some respect for machines seriously:shadedshu

 

[TheMailMan78]

Come on TMM Show some respect for machines seriously:shadedshu

Machines are my slaves. They deserve no respect. They deserve replacement when they don't do my bidding.

 

[gopal]

Machines are my slaves. They deserve no respect. They deserve replacement when they don't do my bidding.

AS you wish i don't want to go off topic alot i already have a warning for that

 

[baggpipes]

AS you wish i don't want to go off topic alot i already have a warning for that

Orly? You dont say...

I had this problem with acer monitor and best buy... But i had one 1 stuck pixel. They said it must have 4 or more pixels off for exchange. Surely you can get this problem solved.

 

[radrok]

One of my U3011 arrived with a red pixel in the center, I was so pissed i instantly called Dell directly (I bought from a reseller but the warranty here in Italy makes you deal directly with Dell), they sent me a NEW replacement in 2 days.

The guy who came said that if I wasn't pleased with the backlight evenness or anything else they'd replace it another time.

So yes, have them replace your monitor.

 

[Black Panther]

They weren't dead pixels

My seller called me this morning. He asked me whether the bad pixels were clumped together or not. I told him they looked like they were. Following his phone call I cleaned the TFT today using a TFT cleaner. The panel was very dirty on the whole (!) but fortunately those 'bad pixels' weren't bad pixels at all. It was extremely stubborn dirt to remove, took me a couple of minutes, but finally it went away. I think it was insect droppings or something!

As of this moment the monitor is OK. I don't see any defects or anything, and I'm happy with it.
Though I still never expected my seller's supplier to ship me a monitor which had so obviously been either in use or in open display... The least he could have done was to clean it and at least package it properly... at least that way I wouldn't have suspected that it wasn't new!! The way he did things gave a very bad impression.

I just sent the above explanation to my seller as well.

I've nearly decided not to pursue the issue further because what matters at the end of the day is that I got a good monitor. It just pisses me off a bit that his supplier not only gave me a used monitor, but didn't even bother to cover up that it had been used or in display...

What do you think?

 

[Frick]

Well if you bought a new monitor you could assume you'd get a new monitor, even as a replacement. I would probably not bother about it (if it works as it should), but that is ultimately up to you.

 

[TheMailMan78]

My seller called me this morning. He asked me whether the bad pixels were clumped together or not. I told him they looked like they were. Following his phone call I cleaned the TFT today using a TFT cleaner. The panel was very dirty on the whole (!) but fortunately those 'bad pixels' weren't bad pixels at all. It was extremely stubborn dirt to remove, took me a couple of minutes, but finally it went away. I think it was insect droppings or something!

As of this moment the monitor is OK. I don't see any defects or anything, and I'm happy with it.
Though I still never expected my seller's supplier to ship me a monitor which had so obviously been either in use or in open display... The least he could have done was to clean it and at least package it properly... at least that way I wouldn't have suspected that it wasn't new!! The way he did things gave a very bad impression.

I just sent the above explanation to my seller as well.

I've nearly decided not to pursue the issue further because what matters at the end of the day is that I got a good monitor. It just pisses me off a bit that his supplier not only gave me a used monitor, but didn't even bother to cover up that it had been used or in display...

What do you think?

I would return it BP out of principle. To hell with him.

 

[radrok]

Just one thing, how much time has passed after you bought your monitor?

As far as I know Dell is obligated to give you a NEW replacement on the first 30 days only, from that time frame they can give you a NEW replacement if they do not have a refurbished on stock.

 

[Bo$$]

get a fresh one, if it's used it wont last as long, plus more risk of failure, judging by the dirt it wasn't very well looked after

 

[Frick]

get a fresh one, if it's used it wont last as long, plus more risk of failure, judging by the dirt it wasn't very well looked after

They sent it to her because they judged it was equal to a new one I take it. It has not been used for long and it will most likely last as long as a new one. It's only dirt anyway, we don't know why that is there.

 

[TheMailMan78]

They sent it to her because they judged it was equal to a new one I take it. It has not been used for long and it will most likely last as long as a new one. It's only dirt anyway, we don't know why that is there.

Doesn't matter. She paid for a new one. Not a used one. She needs to send it back OR get a partial refund as its used.

I would send that bitch back with an envelope of baby powder for being assholes.

 

[AsRock]

Send it right back at them, i had a issue with a DELL a few times with the same item once they just shipped it back saying it was fixed when it still had the same issu.

The next time they sent a tech around to the house were he had to strip the laptop down which required him to replace the thermal paste on the cpu. and he just blobbed the paste all over and tons of it too and ended up arguing about how it should be done and if it was like that before he opened it and he was so sure he was in the right in how he did it..

Which nearly ended up being a 3rd time as he was going just leave it like that so i phoned DELL while he was still there and that seemed to put it right..

It's DELL as well they are just getting really cheap who they employ these days..


Good Luck!

 

[Frick]

Doesn't matter. She paid for a new one. Not a used one. She needs to send it back OR get a partial refund as its used.

I would send that bitch back with an envelope of baby powder for being assholes.

As radrok said, it depends on how they do things. Sometimes you have to accept a "used" one (afaik they're never used as such (as in seeing months and months of use), more canceled orders, repairs etc).

 

[radrok]

Yes, many of them are just open boxes, one replacement I got was just a new monitor without the power supply cable.

Anyway, if you are unhappy with the replacement unit just call Dell directly and force them to honor your warranty I think they won't refuse another replacement.

I've always been satisfied with Dell RMAs especially the 5 years next day replacement additional warranty.

 

[MxPhenom 216]

My U2412M has some backlit bleed. but its not constant somedays its there and somedays it is not. Its wierd. I still don't know if im going to RMA it.

 

[Frick]

My U2412M has some backlit bleed. but its not constant somedays its there and somedays it is not. Its wierd. I still don't know if im going to RMA it.

It is something I'd talk to them about. Could be power issues, and in that case you want something new.

 

[radrok]

My U2412M has some backlit bleed. but its not constant somedays its there and somedays it is not. Its wierd. I still don't know if im going to RMA it.

If you are not happy with it just RMA it, you pay a premium for those things not to happen.

 

[de.das.dude]

i think the supplier accidently sent you someone else's broken monitor might be a silly mistake and mis-management on his part.

 

[Black Panther]

Just one thing, how much time has passed after you bought your monitor?

22 months. I've got a 3 year warranty.

After telling him that the 'bad pixels' weren't bad pixels at all but just hard-to-remove dirt, I received this message from my seller:

Better droppings than dead pixels

Just for your info, the supplier confirmed today that the TFT was sent as is directly from DELL .

If you wish to file a complaint directly with Dell, feel free to do so .We can assist you by providing the correspondence received from the supplier .

WOW. Just wow.
I never imagined Dell went so low as to send a monitor full of finger marks, with stubborn dirt, and packaged in the manner shown in the first 2 photos of my OP!

Is this for real or what??