UNSOLVED
Ordered a 2007FPW on October 31st - Got it Monday
I have been reading this forum and others alike for month's now. So I'm very much aware of the issues that Dell monitors have. However, since revision 3 arrived, I have been hearing good news so I decided to purchase one with a coupon I had. I made sure I talked to a customer service representative to make it a point that they send me a revision 3 panel S-IPS.
The panel arrived yesterday and it was made in August 2006 REV 02 Mexico.
It has horrible backlight bleeding and it does have banding. I decided to call Dell this morning to request for a RMA and get it replaced. It took almost 2 hours to get in touch with the right person. I was calling form work so I made sure I had my serial number and order information.
The technician insisted that we do a test of the monitor. I explained to him that I was at work and could not do any tests but that the panel was faulty and there was no point to any tests and that I wanted a replacement sent rightaway.
I spent Monday night doing all the tests listed on this forum using all of the available programs. I made sure it was not my video card or other possibilities.
The technician insisted on the test so I agreed to go home for lunch and he would call me around noon.
The call never arrived. So I call Dell, after an hour of waiting on hold, I finally speak to a technician. I explained to him that I was having panel issues with banding and backlight bleeding. We went through a series of tests and after about an hour of talking to this guy Dell finally agreed to sent a replacement. Once again, I made the point that I wanted a rev 3 S-IPS.
I went back to work and the guy that promised to call me did so at around 2:30 PM. I told him my issue was resolved
At around 5:15 PM, I get a call from Dell informing me that since I'm requesting a revision 3 panel, I would have to return my monitor first and then place a new order online so they can send me a new monitor. He explained that if I wanted Dell to ship me a new monitor, they would have to send me a revision 2. He said the revision 3 was a "different product."
So after much arguing, since I can't send my monitor first because I don't have another one, I agreed to take a chance and hope the next one, scheduled to arrive on Thursday, is a working one.
This has to be one of worst customer service experiences I've had so far. I order a specific product, I don't get it...and not only that, the product has the same problems that are widely reported. Dell refuses to send me a replacement unless I send them their monitor back first. Then I have to place a new order that does not guarantee the panel will be the correct one.
I think I will blow a gasket if Thursday I get a 2007FPW with backlight bleeding and banding. I will return the product for a refund and will cancel my "preferred" account. I should have listened to my gut feeling but I thought what are the chances? Well I gambled and I lost.
The panel arrived yesterday and it was made in August 2006 REV 02 Mexico.
It has horrible backlight bleeding and it does have banding. I decided to call Dell this morning to request for a RMA and get it replaced. It took almost 2 hours to get in touch with the right person. I was calling form work so I made sure I had my serial number and order information.
The technician insisted that we do a test of the monitor. I explained to him that I was at work and could not do any tests but that the panel was faulty and there was no point to any tests and that I wanted a replacement sent rightaway.
I spent Monday night doing all the tests listed on this forum using all of the available programs. I made sure it was not my video card or other possibilities.
The technician insisted on the test so I agreed to go home for lunch and he would call me around noon.
The call never arrived. So I call Dell, after an hour of waiting on hold, I finally speak to a technician. I explained to him that I was having panel issues with banding and backlight bleeding. We went through a series of tests and after about an hour of talking to this guy Dell finally agreed to sent a replacement. Once again, I made the point that I wanted a rev 3 S-IPS.
I went back to work and the guy that promised to call me did so at around 2:30 PM. I told him my issue was resolved
At around 5:15 PM, I get a call from Dell informing me that since I'm requesting a revision 3 panel, I would have to return my monitor first and then place a new order online so they can send me a new monitor. He explained that if I wanted Dell to ship me a new monitor, they would have to send me a revision 2. He said the revision 3 was a "different product."
So after much arguing, since I can't send my monitor first because I don't have another one, I agreed to take a chance and hope the next one, scheduled to arrive on Thursday, is a working one.
This has to be one of worst customer service experiences I've had so far. I order a specific product, I don't get it...and not only that, the product has the same problems that are widely reported. Dell refuses to send me a replacement unless I send them their monitor back first. Then I have to place a new order that does not guarantee the panel will be the correct one.
I think I will blow a gasket if Thursday I get a 2007FPW with backlight bleeding and banding. I will return the product for a refund and will cancel my "preferred" account. I should have listened to my gut feeling but I thought what are the chances? Well I gambled and I lost.
304
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Posted November 9th, 2006 11:00
MrPops29,
"I talked to a customer service representative to make it a point that they send me a revision 3 panel S-IPS."
* That is the first problem. A sales rep cannot choose a specific revision or panel when selling a monitor. They only have the one part number to sell which does not differentiate between revisions or panels.
At around 5:15 PM, I get a call from Dell informing me that since I'm requesting a revision 3 panel, I would have to return my monitor first and then place a new order online so they can send me a new monitor.
* That is incorrect.
He explained that if I wanted Dell to ship me a new monitor, they would have to send me a revision 2.
* He haas no choice in what revision ships out.
He said the revision 3 was a "different product."
* That is incorrect.
=====
Please provide me with the following information in a private message, not on the board -
Name:
Shipping address:
Phone:
Service tag number:
Order number:
Customer number:
Reason: 2007
DELL-Chris M (old account)
#IWork4Dell
304
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Posted November 9th, 2006 12:00
I will when I get home. I explained the gentleman that was helping me that I was familiar with Dell procedures but he insisted in what he was saying. According to him, his manager was instructing him how to proceed.Thanks.304
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Posted November 9th, 2006 23:00
I just got my replacement monitor. The screen was very dirty and there was no return air bill in the box!What is going on here??304
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Posted November 10th, 2006 04:00
Call Dell, have your order number ready, tell them they forgot to put the prepaid return label in the box or in with the invoice plastic pack on the box.
They will schedule a pre paid pick up for the return while you are on hold then give you a date and a time for the pick up within a half of a day window, in U.S. anyway.
Dell forgot prepaid return labels twice here, no big deal, Dell was very apologetic and corrected the issue immediately. :)
Cleaning info:
8. With a flashlight, (while the LCD is turned OFF), inspect the screen for white specks (normal from shipping), sticky substances, fingerprints, smudges, milky white film from being whipped with a damp rag at manufacturing facility.
9. See Dell User Guide on the CD and/or FAQ’s for cleaning at Dell Community Forum for specific cleaning instructions.
10. Remove white specks with a 100% cotton white soft damp “not wet” handkerchief or cloth or eyeglass material cloth. (don’t get any liquid in the seams on any side of the bezel, especially the bottom, the liquid can wick upwards into the LCD and ruin the display) Check with flashlight frequently as you move from area to area.. Clean small areas at a time to remove big marks. Then wipe entire screen off.
11. Use a clean 100% cotton white soft dry cloth to get the milky film off your cloth just left. Wipe small areas 3”x3” or 4”x4” or so in a circular motion 3 or 4 times in a clockwise direction and then repeat in reverse direction, counter clockwise. Repeat if necessary as some areas may be more stubborn than others. When you have finished you will have a fantastic looking screen. Don’t press to hard while wiping as to bend or flex the panel, just firm enough to remove the milky film.Message Edited by all the facts on 11-10-200612:21 AM
KevinR100
642 Posts
304
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Posted November 9th, 2006 02:00