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2405FPW exchange (not happy)

P

peacetilence

2[H]4U
Joined
Sep 23, 2004
Messages
2,343
I recieved my exchange 2405FPW yesterday but it looks as though Dell just took an old monitor somebody returned, sloppily repackaged it and sent it off to me. The box was double taped, the instruction sheet was all crumpled and folded. The film that covered the stand and monitor were ripped.There was white paint on one of the VGA cables and the monitor even had fingerprints on the screen as well as the fact it was manufactored in Febuary. I could possibly live with something like that if it weren't for the fact the component input didn't work and screen had at the very least 4 dead pixels that I could see on white within the 5 minutes it took me to test and box up this throwaway monitor. I'm obviously not happy about this but I'm not sure how to deal with Dell. Last time I requested the exchange via email. I thought Dell was meant to send you a new monitor if you were within your 21 day buying period?
 
Were the VGA or DVI cables wrapped up in plastic and have that foam on the end with a rubber band? You can usually tell by how the cables are packaged, unless they put in new cables. Anyways if you are within your 21 or 30 day, depending where you live period you should of received a new monitor. Get them to send you another.
 
Exactly. They should and are obliged under their own 21-day policy to give you a new LCD, no questions asked. You should keep trying until you get a flawless one. The monitor costs a lot of money, it's the least they can do. Don't give up so easily. :)
 
They were wrapped in plastic but the plastic looked crumpled as if somebody rummaged through it, also the VGA cable had a spot of what looked like white house paint on it... I just emailed them and requested a monitor manufactured either the same date or newer than the one I bought from them since there was a revision change.
 
peacetilence said:
They were wrapped in plastic but the plastic looked crumpled as if somebody rummaged through it, also the VGA cable had a spot of what looked like white house paint on it... I just emailed them and requested a monitor manufactured either the same date or newer than the one I bought from them since there was a revision change.
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Sometimes customs officials open things up if it looks suspicious. Yeah it sucks but they have the right. I don't know where you live but that's what might of happend. Don't know about the white paint though.
 
I think something traveling from Texas to Oregon is a a bit of a distance from any customs inspection points. They sent me somebodies return, it's obvious.
 
in the small print it says dell can give you a 'refurbished' unit for replacement.. I wouldn't accept that piece of crap they sent you though.. send it back straight away and talk on the phone to them to arrange a new NEW one..
 
if ur past 21 days u get a refurb....i got my refurb and i must say its not that different from brand new...if it's a refurb u usually get a different box
 
peacetilence said:
I think something traveling from Texas to Oregon is a a bit of a distance from any customs inspection points. They sent me somebodies return, it's obvious.
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Interesting that your shipment came from Texas. Is that because it's a replacement? Weird.

I live near San Pablo, CA, and the 2005FPW I ordered May 11th at 1AM shipped from there (and arrives today!). I wouldn't think that all their orders come from Texas.

Anyway... yeah, I would definitely bring the whole issue to their attention!
 
bench261 said:
if ur past 21 days u get a refurb....i got my refurb and i must say its not that different from brand new...if it's a refurb u usually get a different box
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I'm not 21 days past though.
 
A request has been submitted to ship the necessary replacement New Monitor to you.

Hopefully this means they understand, I really hope so because I had planned on purchasing more products from Dell for my business.
 
peacetilence said:
A request has been submitted to ship the necessary replacement New Monitor to you.

Hopefully this means they understand, I really hope so because I had planned on purchasing more products from Dell for my business.
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I take it you emailed them? Did you email support@dell.com? I've found that the techs that respond to my email almost never read the email - and if they do, completely misunderstand the message.

Once they thought I lived in Canada when I clearly listed a US address as my ship-to address.
 
peacetilence said:
Hopefully this means they understand, I really hope so because I had planned on purchasing more products from Dell for my business.
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You should push this angle for better service. When they see that you are planning on spending more money with them, they will probably try to please you more than the average one-time buy customer. I used to work at an electronics manufacturer and I was able to get more permissions by my manager to actually help out a customer if the customer were buying a or if they were a repeat customer.
 
peacetilence said:
I think something traveling from Texas to Oregon is a a bit of a distance from any customs inspection points. They sent me somebodies return, it's obvious.
Click to expand...

make sure you take digital camera pic. of this incident, such as the paint spot.
 
Happy Hopping said:
make sure you take digital camera pic. of this incident, such as the paint spot.
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Too late, I sent it back the same day I recieved it. I'm supposed to recieve a new replacement sometime this week, one thing that strikes me as odd though is that on the order status page of the Dell website it lists the invoices of both the last replacement and new replacement as being $499, if they truly were sending me new monitors wouldn't they invoice me the full amount? When I try to bring up the invoice page of the last replacement it gives me some kind of 500: Internal server error also. DHL is also late in the drop off of the old replacement monitor back to Dell. I really hope I'm just paranoid and I hope more so that Dell doesn't charge me for any of this mess.
 
Just an updage, I recieved exchange #2 and it appears to have no dead pixels but there is a very noticable large splotch of I guess what would be considered backlight bleeding in the right corner. The back light bleeding is much more bothersome than a microscopic, always grey, pixel so I guess this ones going back as well :(.
 
Damn, you guys really seem to have bad luck with LCD's. :( Keep sending them back until you get a good one. :)
 
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