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Dell support is horrible - A nightmare to RMA a Dell U2711 - Page 6

post #51 of 108
Quote:
Originally Posted by csm725 View Post

Really a shame, this is why I won't even bother trying to swap my U2311H which has some backlight bleed.

That. I sent in a U2211H that had dead pixels, and got one back with a white spot and dandruff on it.
I don't even want to bother sending this one back.
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post #52 of 108
Thread Starter 
Quote:
Originally Posted by Cyrilmak View Post

kcuestag - Call the US branch, not Netherlands. Dell is a US based company, so there is a good chance someone can hook you up with a rep that knows his job. What you should do is email them the picture you posted here, along with the tracking information from the shipping carrier. This entire thing wouldn't have happened in the States, which is so sad. There is one other thing that I can think of. Dell has their own community forums with are moderated by Dell agents - there are a few people that know what they are doing. You might have luck if you post a thread about this there. I would keep calling until you get someone that knows English. I'm really surprised that you haven't found someone yet... English is the dominant language in the world... You'd think SOMEONE would know it there...
Hang in there man. I'll keep checking back to see if you've made progress. If not I'll try to find someone who can help you as I know a rep that visits Notebook review forums on a semi regular basis. Please PM me if you'd like my help and I'll try my best to do so. I've dealt with Dell as I mentioned above more than the average person outside of a business. I've come to learn their system and how they work things fairly well.

Thanks a lot, I'm keeping my fingers crossed hoping that next week all will be solved before Friday and I'll have my perfect monitor with me.

If not, I may have to look at other ways of getting them to listen to me properly. sozo.gif
    
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post #53 of 108
It sucks that they're screwing up so many times, totally unacceptable! I think you should try contacting the US customer dept as others said, could help. Dell over here in India is pretty good when it comes to RMA's. I hope you get a brand new unit asap! Keep us posted! thumb.gif
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post #54 of 108
Sad to hear you've been having problems, although Dell does normally seem to be pretty good with service on these Ultrasharp monitors.

I've recently had about 3 dead pixels appear from nowhere on one of my U2311h, which I wouldn't make a fuss about normally but 2 are right in the centre.

So I'm about to see what they can do about it... Good luck with getting a new one this time!

As long as the refurb I get (if I do get a replacement) is in good condition cosmetically, and hasn't got worse backlight bleed than my current ones I'll be okay with it
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post #55 of 108
I had 3x U2711's and none of them sat level either. In the end I just put a piece of folded paper underneath one side of the base to level it out. Much easier than all this hassle of trying to send it back.
post #56 of 108
You have to fight hard, but Dell WILL give you an entirely new replacement. I had similar issues with their support when I tried to get the hinge on my m11x fixed, and in the process broke something else. This happened a grand total of five times (with a similar promise of a new one after the second botch up) before they finally gave in and gave me a new one. Skipped from a r1 to a r3 as a result.

Really hope this gets sorted for you soon man, it's never fun frown.gif
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post #57 of 108
Quote:
Originally Posted by Scorpii View Post

Sad to hear you've been having problems, although Dell does normally seem to be pretty good with service on these Ultrasharp monitors.
I've recently had about 3 dead pixels appear from nowhere on one of my U2311h, which I wouldn't make a fuss about normally but 2 are right in the centre.
So I'm about to see what they can do about it... Good luck with getting a new one this time!
As long as the refurb I get (if I do get a replacement) is in good condition cosmetically, and hasn't got worse backlight bleed than my current ones I'll be okay with it

All Ultra Sharp monitors come with Dell's "Premium Panel Guarantee" for 3 years which covers bright pixels and any other issue. Even if you have ONE bright pixel they replace the monitor no questions asked AND pay to return the old one.
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post #58 of 108
Thread Starter 
Quote:
...........

Thank you for your reply and for the information.

I have checked this case again.
Only thing we can now do for you, is to write a new service call to solve this case.

Please confirm for me the address for the service call and let me know on which days the monitor can be delivered.

I also want to ask you, to record any issues by the new monitor, if any should appear. Then send the record to us also with the serial number of the device and please do not send the monitor back, until we contact you back. Otherwise it will be no more possible for us to help you further.

I would like to thank you for your understanding and I wish you a nice day.

Yours sincerely,

Looks like they now forgot my home address. doh.gif

Replied to them almost instantly, it was about 15:00 and of course I got no reply for the rest of the day, I am hoping they ship the replacement tomorrow so I can recieve it on Wednesday. thumb.gif

Hopefully this is the last replacement I have to go through, to finish my nightmare with Dell's horrible support service. sozo.gif
    
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post #59 of 108

I have no idea what these guys are doing. I have a feeling that they drink beer alot before work... How can they ask you for a new adress.. Ahh never mind

 

I am confident that this one will be a good monitor.

 

If not please sue them and get free Dell monitors for life.

post #60 of 108
If this is horrible, working for them is atrocious.

I know as I'm sitting in a cube with 3 Dell employees. The contract just got switched over to HP, so I'm hoping that a) happier times come along and b) I get signed on for a permanent position (which is off topic).
    
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