Overclock.net › Forums › Components › Monitors and Displays › Dell support is horrible - A nightmare to RMA a Dell U2711
New Posts  All Forums:Forum Nav:

Dell support is horrible - A nightmare to RMA a Dell U2711

post #1 of 108
Thread Starter 
Hello OCN,

On January 17th I purchased a brand new Dell U2711 for ~550€, this included a pixel check to make sure it arrived perfectly to my house.

Unfortunetly, few days upon arrival I noticed that it had a stuck pixel located near the center of the screen to the left. I contacted Dell to get a replacement last week. A guy attended me in English and he quickly sent me a replacement within 24 hours via UPS. My major concern was getting a refurbished monitor, as I found it unfair considering my monitor was only about a month old. So then he promised me he'd send me a brand new Dell U2711 if the replacement he sent me had any signs of being faulty.

Here is how it arrived (March 1st):

402

402

As you can see the monitor is far from being straight, there is no way I can set it straight, so I proceeded to contact him again via email on Friday (March 2nd) morning. Last Monday (March 5th) I was emailed in the afternoon informing me that the person who was dealing with my case was out of the office that day so another person would deal with it and he would contact his manager so see what they could do to keep me happy and provide me a replacement (I claimed them a brand new as they had promised me).

In that email they also requested that I took new pictures of the monitor, so I sent them the ones I posted above. It's now been over 72 hours since they emailed me back, I have emailed them once a day since Monday, and I have yet to get a reply.

The funny thing is they don't seem to have time to reply to my emails, but they do seem to have time to send me a UPS person to pick up one of the monitors (March 6th, I gave them the faulty they sent me, as I refused to send my original monitor back until I have a properly working U2711) and this morning they sent me a Survey email for me to rate the support experience I've had with them, of course it all was negative, except for the fact that the first person (Marek) had attended me very nicely and he was always replying to me almost instantly.

I don't know what else to do, I tried phoning them but it seems that today is a bad day if you want to talk to a German person who speaks English, I called 6 times and out of all, none of them spoke English and they didn't even bother to transfer me with someone who spoke the same language as me, very dissapointing I must say.

Don't get me wrong, I love the Dell U2711, but the fact that it came with a stuck pixel and they're ignoring me to replace it has made me change my opinion about Dell and I will most likely never buy any Dell products again, seeing how bad their Customer Support is.

I'm running out of ideas on how to get them to reply to me, or even call me, I feel like I'm being ignored and they simply don't want to exchange my monitor. sad-smiley-002.gif


EDIT:

Issue was finally fixed after a couple RMA's in page 8:
Quote:
Originally Posted by kcuestag View Post

I think the Dell nightmare is over. rolleyes.gif
I just recieved a brand new monitor, a Rev. A11 (December 2011) while my original monitor was Rev. A09 (November 2011). The monitor arrived perfectly, no straightness issues and all pixels seem to be good! biggrin.gif
It looks like the nightmare is over, and I can finally enjoy the monitor. tongue.gif

http://www.overclock.net/t/1226271/dell-support-is-horrible-a-nightmare-to-rma-a-dell-u2711/70#post_16811773
Edited by kcuestag - 5/1/12 at 3:51am
    
CPUMotherboardGraphicsRAM
Intel Core i7 8700k ASUS Maximus X Hero MSI GTX 1080 Ti Gaming X TRIO 16GB Corsair Vengeance RGB 3466MHz CL16 
Hard DriveHard DriveHard DriveHard Drive
Samsung 960 PRO M.2 512GB WD Red 4TB WD Green 1TB WD Blue 1TB 
CoolingOSMonitorKeyboard
Corsair H115i Extreme Windows 10 PRO ASUS ROG Swift PG279Q Ducky Shine 6 (MX Brown) 
PowerCaseMouseMouse Pad
EVGA Supernova T2 850W Phanteks Enthoo Luxe Logitech G900 Chaos Spectrum Razer Destructor 2 
AudioAudioAudio
Beyerdynamic DT-770 PRO 80ohm JDS O2+ODAC Zalman MIC-M1 
  hide details  
Reply
    
CPUMotherboardGraphicsRAM
Intel Core i7 8700k ASUS Maximus X Hero MSI GTX 1080 Ti Gaming X TRIO 16GB Corsair Vengeance RGB 3466MHz CL16 
Hard DriveHard DriveHard DriveHard Drive
Samsung 960 PRO M.2 512GB WD Red 4TB WD Green 1TB WD Blue 1TB 
CoolingOSMonitorKeyboard
Corsair H115i Extreme Windows 10 PRO ASUS ROG Swift PG279Q Ducky Shine 6 (MX Brown) 
PowerCaseMouseMouse Pad
EVGA Supernova T2 850W Phanteks Enthoo Luxe Logitech G900 Chaos Spectrum Razer Destructor 2 
AudioAudioAudio
Beyerdynamic DT-770 PRO 80ohm JDS O2+ODAC Zalman MIC-M1 
  hide details  
Reply
post #2 of 108
Sorry to hear that bro and honestly that sucks so much. First of all it is disrespectful that they sent you a refurbished unit to begin with since your purchase was a month old or so. As long as you are within your warranty they had to replace it with a brand new one but honestly and unfortunately i heard stories were if you send a PS3 or a 360 within your warranty period, they send you a refurbished one. Most people just accept it but if you dont accept it i believe than they send you a brand new one. Most consumers probably dont know if the product is refurbished and if so they dont mind,

They are also clearly ignoring you so far. This is extremely unprofessional behaviour by such a company.

They MUST change your monitor one way or another, its within your rights, especially in a country like Germany.

If their headquarters are near you I swear I would go in person to deal with them. Because most of the time people are playing solitaire while answerind you on the phone.

Just hang in there, you have the right to have a brand new monitor and one way or another they will send you one. They have to.
post #3 of 108
Really a shame, this is why I won't even bother trying to swap my U2311H which has some backlight bleed.
Turbulence
(19 items)
 
  
CPUMotherboardGraphicsRAM
Intel i5-2500k 4.4GHz Asus P8P67 Pro 3.1 HIS HD 7870 2GB G.SKILL Ripjaws X 16GB 1600MHz 
Hard DriveHard DriveOptical DriveCooling
Crucial m4 128GB Samsung Spinpoint F3 1TB Asus DRW-24B1ST Noctua NH-D14 
CoolingOSMonitorKeyboard
Accelero Twin Turbo II Windows 7 Professional N Dell U2311H Realforce 87U White 55cN 
PowerCaseMouseMouse Pad
Corsair TX650V2 Fractal Design R3 Black Pearl Razer DeathAdder SteelSeries 4HD 
AudioAudioAudio
Audinst HUD-mx1 Beyerdynamic DT990 Premium 600 Ω Recabled M-Audio AV40 
  hide details  
Reply
Turbulence
(19 items)
 
  
CPUMotherboardGraphicsRAM
Intel i5-2500k 4.4GHz Asus P8P67 Pro 3.1 HIS HD 7870 2GB G.SKILL Ripjaws X 16GB 1600MHz 
Hard DriveHard DriveOptical DriveCooling
Crucial m4 128GB Samsung Spinpoint F3 1TB Asus DRW-24B1ST Noctua NH-D14 
CoolingOSMonitorKeyboard
Accelero Twin Turbo II Windows 7 Professional N Dell U2311H Realforce 87U White 55cN 
PowerCaseMouseMouse Pad
Corsair TX650V2 Fractal Design R3 Black Pearl Razer DeathAdder SteelSeries 4HD 
AudioAudioAudio
Audinst HUD-mx1 Beyerdynamic DT990 Premium 600 Ω Recabled M-Audio AV40 
  hide details  
Reply
post #4 of 108
Thread Starter 
To be honest the LEAST they could do is send me a brand new Dell U2711 after ignoring me the whole week.

Specially considering one of their Dell employees had already promised me a brand new one. mad.gif
    
CPUMotherboardGraphicsRAM
Intel Core i7 8700k ASUS Maximus X Hero MSI GTX 1080 Ti Gaming X TRIO 16GB Corsair Vengeance RGB 3466MHz CL16 
Hard DriveHard DriveHard DriveHard Drive
Samsung 960 PRO M.2 512GB WD Red 4TB WD Green 1TB WD Blue 1TB 
CoolingOSMonitorKeyboard
Corsair H115i Extreme Windows 10 PRO ASUS ROG Swift PG279Q Ducky Shine 6 (MX Brown) 
PowerCaseMouseMouse Pad
EVGA Supernova T2 850W Phanteks Enthoo Luxe Logitech G900 Chaos Spectrum Razer Destructor 2 
AudioAudioAudio
Beyerdynamic DT-770 PRO 80ohm JDS O2+ODAC Zalman MIC-M1 
  hide details  
Reply
    
CPUMotherboardGraphicsRAM
Intel Core i7 8700k ASUS Maximus X Hero MSI GTX 1080 Ti Gaming X TRIO 16GB Corsair Vengeance RGB 3466MHz CL16 
Hard DriveHard DriveHard DriveHard Drive
Samsung 960 PRO M.2 512GB WD Red 4TB WD Green 1TB WD Blue 1TB 
CoolingOSMonitorKeyboard
Corsair H115i Extreme Windows 10 PRO ASUS ROG Swift PG279Q Ducky Shine 6 (MX Brown) 
PowerCaseMouseMouse Pad
EVGA Supernova T2 850W Phanteks Enthoo Luxe Logitech G900 Chaos Spectrum Razer Destructor 2 
AudioAudioAudio
Beyerdynamic DT-770 PRO 80ohm JDS O2+ODAC Zalman MIC-M1 
  hide details  
Reply
post #5 of 108
@iardas

I've never received a new product from an RMA. I'm pretty sure that there's something in all manufactures terms that state the replacement may be new or refurbished

Anyways, Dell seems to be dropping the ball. It's unacceptable frown.gif
    
CPUMotherboardGraphicsGraphics
i7 2600k Gigabyte P67-UD4-B3 GTX 580 GTX 580 
RAMHard DriveOSMonitor
Who cares? Intel SSD  Windows 7 Dell u3011 
MonitorPowerCaseMouse
Dell u3011 Seasonic x1200 800D G700 
AudioAudio
Xonar STX Beyerdynamic DT 990 
  hide details  
Reply
    
CPUMotherboardGraphicsGraphics
i7 2600k Gigabyte P67-UD4-B3 GTX 580 GTX 580 
RAMHard DriveOSMonitor
Who cares? Intel SSD  Windows 7 Dell u3011 
MonitorPowerCaseMouse
Dell u3011 Seasonic x1200 800D G700 
AudioAudio
Xonar STX Beyerdynamic DT 990 
  hide details  
Reply
post #6 of 108
Thread Starter 
Quote:
Originally Posted by SS_Patrick View Post

@iardas
I've never received a new product from an RMA. I'm pretty sure that there's something in all manufactures terms that state the replacement may be new or refurbished
Anyways, Dell seems to be dropping the ball. It's unacceptable frown.gif

I would have accepted that Refurbished monitor if it wasn't for the "straightness" issue. I was very happy with it until I noticed it. rolleyes.gif

Also the guy on the phone promised me a brand new one if the refurbished came in bad condition, which it did, thus I'm demmanding a brand new one as they had promised me.

I'm currently on the phone with the Netherlands customer support service, they've transfered me from standard department to english then to monitors, and all spoke fluent english, quite a difference against Germany's Dell support. thumb.gif

Will keep informed, I'm currently on the waiting line. tongue.gif
    
CPUMotherboardGraphicsRAM
Intel Core i7 8700k ASUS Maximus X Hero MSI GTX 1080 Ti Gaming X TRIO 16GB Corsair Vengeance RGB 3466MHz CL16 
Hard DriveHard DriveHard DriveHard Drive
Samsung 960 PRO M.2 512GB WD Red 4TB WD Green 1TB WD Blue 1TB 
CoolingOSMonitorKeyboard
Corsair H115i Extreme Windows 10 PRO ASUS ROG Swift PG279Q Ducky Shine 6 (MX Brown) 
PowerCaseMouseMouse Pad
EVGA Supernova T2 850W Phanteks Enthoo Luxe Logitech G900 Chaos Spectrum Razer Destructor 2 
AudioAudioAudio
Beyerdynamic DT-770 PRO 80ohm JDS O2+ODAC Zalman MIC-M1 
  hide details  
Reply
    
CPUMotherboardGraphicsRAM
Intel Core i7 8700k ASUS Maximus X Hero MSI GTX 1080 Ti Gaming X TRIO 16GB Corsair Vengeance RGB 3466MHz CL16 
Hard DriveHard DriveHard DriveHard Drive
Samsung 960 PRO M.2 512GB WD Red 4TB WD Green 1TB WD Blue 1TB 
CoolingOSMonitorKeyboard
Corsair H115i Extreme Windows 10 PRO ASUS ROG Swift PG279Q Ducky Shine 6 (MX Brown) 
PowerCaseMouseMouse Pad
EVGA Supernova T2 850W Phanteks Enthoo Luxe Logitech G900 Chaos Spectrum Razer Destructor 2 
AudioAudioAudio
Beyerdynamic DT-770 PRO 80ohm JDS O2+ODAC Zalman MIC-M1 
  hide details  
Reply
post #7 of 108
Thread Starter 
Well the guy over at Dell Netherlands was very kind and said he would have no problem sending me a brand new monitor, sadly he can't do it from Netherlands and it must be Dell in Germany which has to do it. He said the best I could do is email them again and insist on the phone trying to reach a person which speaks English, I've tried that already 2 times in the last 5 minutes and no luck. sozo.gif

So I guess my best chance is to wait for them to answer my emails, but I have no hope on that, at all. frown.gif
    
CPUMotherboardGraphicsRAM
Intel Core i7 8700k ASUS Maximus X Hero MSI GTX 1080 Ti Gaming X TRIO 16GB Corsair Vengeance RGB 3466MHz CL16 
Hard DriveHard DriveHard DriveHard Drive
Samsung 960 PRO M.2 512GB WD Red 4TB WD Green 1TB WD Blue 1TB 
CoolingOSMonitorKeyboard
Corsair H115i Extreme Windows 10 PRO ASUS ROG Swift PG279Q Ducky Shine 6 (MX Brown) 
PowerCaseMouseMouse Pad
EVGA Supernova T2 850W Phanteks Enthoo Luxe Logitech G900 Chaos Spectrum Razer Destructor 2 
AudioAudioAudio
Beyerdynamic DT-770 PRO 80ohm JDS O2+ODAC Zalman MIC-M1 
  hide details  
Reply
    
CPUMotherboardGraphicsRAM
Intel Core i7 8700k ASUS Maximus X Hero MSI GTX 1080 Ti Gaming X TRIO 16GB Corsair Vengeance RGB 3466MHz CL16 
Hard DriveHard DriveHard DriveHard Drive
Samsung 960 PRO M.2 512GB WD Red 4TB WD Green 1TB WD Blue 1TB 
CoolingOSMonitorKeyboard
Corsair H115i Extreme Windows 10 PRO ASUS ROG Swift PG279Q Ducky Shine 6 (MX Brown) 
PowerCaseMouseMouse Pad
EVGA Supernova T2 850W Phanteks Enthoo Luxe Logitech G900 Chaos Spectrum Razer Destructor 2 
AudioAudioAudio
Beyerdynamic DT-770 PRO 80ohm JDS O2+ODAC Zalman MIC-M1 
  hide details  
Reply
post #8 of 108
Quote:
Originally Posted by SS_Patrick View Post

@iardas
I've never received a new product from an RMA. I'm pretty sure that there's something in all manufactures terms that state the replacement may be new or refurbished
Anyways, Dell seems to be dropping the ball. It's unacceptable frown.gif

Hmm perhaps the agreements are different.

I had a HTC phone few years back, it broke down in its 3rd day, they sent me a new one. Brand new.

Few months later that one broke down again and they could not fix the problem and sent me a new one again.

Perhaps HTC has a different policy. None of the phones were refurbished as they were brand new and did not have the refurbished sticker.

I had actually really liked the HTC customer service but I honestly had to go for an iphone later down the road.
post #9 of 108
Thread Starter 
What a coincidence, after 3 days and a half of waiting, I emailed them with the link to this thread a few hours ago, and they replied to me 10 minutes ago, that's almost 22:00. thumb.gif

I'll keep you guys informed, I've been told I will get a replacement, the person didn't state wether it was a brand new or another refurbished, I had to reply to him with my address and everything, and I did make it clear that I wanted a brand new as I was promised.

Hopefully they can keep a promise and they'll send me a brand new one. rolleyes.gif
    
CPUMotherboardGraphicsRAM
Intel Core i7 8700k ASUS Maximus X Hero MSI GTX 1080 Ti Gaming X TRIO 16GB Corsair Vengeance RGB 3466MHz CL16 
Hard DriveHard DriveHard DriveHard Drive
Samsung 960 PRO M.2 512GB WD Red 4TB WD Green 1TB WD Blue 1TB 
CoolingOSMonitorKeyboard
Corsair H115i Extreme Windows 10 PRO ASUS ROG Swift PG279Q Ducky Shine 6 (MX Brown) 
PowerCaseMouseMouse Pad
EVGA Supernova T2 850W Phanteks Enthoo Luxe Logitech G900 Chaos Spectrum Razer Destructor 2 
AudioAudioAudio
Beyerdynamic DT-770 PRO 80ohm JDS O2+ODAC Zalman MIC-M1 
  hide details  
Reply
    
CPUMotherboardGraphicsRAM
Intel Core i7 8700k ASUS Maximus X Hero MSI GTX 1080 Ti Gaming X TRIO 16GB Corsair Vengeance RGB 3466MHz CL16 
Hard DriveHard DriveHard DriveHard Drive
Samsung 960 PRO M.2 512GB WD Red 4TB WD Green 1TB WD Blue 1TB 
CoolingOSMonitorKeyboard
Corsair H115i Extreme Windows 10 PRO ASUS ROG Swift PG279Q Ducky Shine 6 (MX Brown) 
PowerCaseMouseMouse Pad
EVGA Supernova T2 850W Phanteks Enthoo Luxe Logitech G900 Chaos Spectrum Razer Destructor 2 
AudioAudioAudio
Beyerdynamic DT-770 PRO 80ohm JDS O2+ODAC Zalman MIC-M1 
  hide details  
Reply
post #10 of 108
great news hermano.

This settles it than, i am pretty much sure they will send you a new one.
New Posts  All Forums:Forum Nav:
  Return Home
  Back to Forum: Monitors and Displays
Overclock.net › Forums › Components › Monitors and Displays › Dell support is horrible - A nightmare to RMA a Dell U2711