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Dell support is horrible - A nightmare to RMA a Dell U2711 - Page 4

post #31 of 108
Wow, That's pretty terrible.

A billion dollar company can't get a monitor replacement right.
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post #32 of 108
That's some really bad experience.

I bought my U2412M from Dell in the US. The lower portion of the monitor has really bad back light bleeding.

I called Dell and the customer service rep was pretty nice. He stated he would send a replacement to me with a return shipping label for the defective one. Once I am happy with the replacement, I can send the bad one back to Dell. However, I did not ask if they would send me a refurbished one or brand new one. So far so good for me, knock on wood.

I hope you the best and fight for what is rightfully yours.
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post #33 of 108
Wow...

Dell, you are an amazing company! Best RMA service EVER. You are even better than EVGA! Way to go!

/sarcasm
post #34 of 108
If this was a cheap $200 TN panel I would have said screw it a long time ago and move on. However owning 2 u3011 monitors spending over 2 grand on them I feel your pain. I wouldn't settle for nothing but perfection. Sorry it's been so bad for you, I'll send a note to my US rep that does my business sales and see if he can get something moving for you. I'd hate to have to cancel my contract because they can't help out a customer thumb.gif
    
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post #35 of 108
Its Dell Germany. Cant Base that in North America Dell. Just like German Cars are not the same here in USA like they are in Germany.
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post #36 of 108
Quote:
Originally Posted by ZealotKi11er View Post

Its Dell Germany. Cant Base that in North America Dell. Just like German Cars are not the same here in USA like they are in Germany.

No, but isn't Dell a US company? If so Dell Germany is a branch of Dell US, and they might be able to do something.
post #37 of 108
That is really weird. I have 3 new U2412Ms and no problems at all. I sent my Alienware in for work and got it back in LESS time than they stated and they took care of cosmetic damages on it that aren't even covered under warranty. Maybe they're just better in the US.

As far as the straightness goes, did you try switching stands? I am not sure if on those the monitor pivot is on the stand itself or on the monitor.
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post #38 of 108
Quote:
Originally Posted by ZealotKi11er View Post

Its Dell Germany. Cant Base that in North America Dell. Just like German Cars are not the same here in USA like they are in Germany.

Doesn't matter

Al you can do is try
    
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post #39 of 108
Hope this gets sorted out.

Most companies have a 7-8 dead pixel rule, which I find utterly craptastic.

If it's a TV, it's not acceptable if there's a big white spot on it, but on a computer monitor, it's "OK".

I'd never accept even 1 dead pixel, from any company, and if they said I was out of luck, I'd start railing on them. Surprising what ranting at people can do for you, it actually works. All those times you were embarrassed as a kid as your parents complained to a manager or a clerk at a store, and you said you'd never do that, turns out, parents were right! Complain away!
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post #40 of 108
Sorry to hear, I have nothing but good service with Dell. I bought my u2711 from reseller, refurbed, previously owned so the service tag waas tied to someone elses name. I did manage to obtain the previous owner's information, filled out the transfer form and the ownership was transferred over the weekend. I proceeded to try out an RMA for testing purposes. I contacted chat, said I had 10 dead pixels and the rep set me up with a 2 day cross ship. It took about 3 days to process and 5 days total to receive the replacement. From then to now I have returned 4 u2711's due to firmware issues and pixel scaling, bad color tinting. All done through chat and everytime was seamless. I can bet my bottom dollar that if I were to start an RMA it would be seamless. That's just me though, maybe you should try chat support?

Oh yeah, many a time I did specify to obtain a model manufactured in so-and-so date, but only a few times were my requests fulfilled. Reps usually do not go that extra mile to take a request like that, usually they'll reply with "monitors are randomly chosen in the warehouse" but I am sure if they wanted to go the extra mile, they can get you a very specific monitor, pertaining to manufacture date etc etc. So getting a brand new monitor as a replacement(if you qualify) should not be an issue.

I'd go far as to say, I like Dell's customer service , that they're up there with the likes of Logitech. 3 year warranty on a monitor and they pay for 2 day shipping AND cross shipped. Not to mention they don't act like an interrogator when you want to RMA something.
Edited by ABeta - 3/15/12 at 9:37pm
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