Dell warranty replacement

[TheNaitsyrk]

Hi there, I bought Alienware 34 inch 120Hz ultra wide monitor from a reseller. I loved it at first but then I noticed the display has slight yellow tint to it in the right side of the screen so I called Dell and they agreed to replace.

 

The replacement arrived and here is my disappointment:

 

Unbearable backlight bleed and same yellow tint on the right side. Refurbished and bunch of scratches under the port etc.

 

Manufacture date is 2017 August and my original is April 2018. I certainly didn't pay for 2 year old monitor.

 

They will be picking up the better monitor tomorrow (the one I wanted to replace) but I don't want to 'cause it only has slight yellow tinting which I can live with, when seeing what the replacement brought in.

 

Apparently they will do 3 attempts if no one is home or if it's not ready. However, I wanted to contact their 24/7 line but it says contacted them after hours?

 

So I'm not sure what to do. Call them tomorrow morning and say I don't want a replacement? I want to keep the old one?

 

Here is a pic of the replacement backlight bleed.

 

The one I wanted to replace didn't have this issue.

[ch3w2oy]

Yupp. I would tell them I don't want the replacement as it's worse AND older than my current one. Thank you and you can pick it up as I'll leave it outside for your convenience, I suggest you grab it before it rains..

[BigRom]

I did work at Dell briefly and handled a case somewhat similar to this, the poor guy's monitor died just 2 days after he took delivery of it. I was told to arrange for a brand new monitor to be couriered to him.

 

I'm not sure if the policy has changed since but if the item you purchased is less than 14 or 30 days old aren't you entitled to a replacement with a brand new unit (not a refurb)? Though then again if the reseller has held onto the item for a long time, god knows what other hoops one might need to jump through to get a brand new unit

[LogicalDrm]

Give them worse monitor and complain as hard as you can. 24/7 support is rather loose term. It can really mean that they have one person answering live chat etc.

 

Haven't really dealt with Dell consumer support. Their local business support works (while devices lack).

[TheNaitsyrk]

18 hours ago, LoGiCalDrm said:

Give them worse monitor and complain as hard as you can. 24/7 support is rather loose term. It can really mean that they have one person answering live chat etc.

 

Haven't really dealt with Dell consumer support. Their local business support works (while devices lack).

I gave up. They will refund me for both. I did ask if I will be refunded for the one I bought second hand and I said warranty was transferred to me too. The indian accent dude on customer support said they will refund both so that's a plus?

 

Will be looking for a new one.

 

They also said "before I wanted a refund" that the replacement might still come with yellow tint display thing, so I just gave up.

 

 

[TheNaitsyrk]

On 5/15/2019 at 2:05 AM, BigRom said:

I did work at Dell briefly and handled a case somewhat similar to this, the poor guy's monitor died just 2 days after he took delivery of it. I was told to arrange for a brand new monitor to be couriered to him.

 

I'm not sure if the policy has changed since but if the item you purchased is less than 14 or 30 days old aren't you entitled to a replacement with a brand new unit (not a refurb)? Though then again if the reseller has held onto the item for a long time, god knows what other hoops one might need to jump through to get a brand new unit

I just asked for refund for both, and they agreed. One is brand new, other is 11 months old? They agreed though.

[BigRom]

1 minute ago, TheNaitsyrk said:

I just asked for refund for both, and they agreed. One is brand new, other is 11 months old? They agreed though.

If you have your proof of purchase (not more than 30 days) that basically says "look I just bought this damn thing, the reseller/retailer is the one who kept it in storage", yeah a refund can be requested subject to approval which is usually given if you've had it for less a month.

 

At least from my experience handling calls for Dell.

[TheNaitsyrk]

8 minutes ago, BigRom said:

If you have your proof of purchase (not more than 30 days) that basically says "look I just bought this damn thing, the reseller/retailer is the one who kept it in storage", yeah a refund can be requested subject to approval which is usually given if you've had it for less a month.

 

At least from my experience handling calls for Dell.

What if I had it more than a month?

 

As in I bought it used like 20 days ago and warranty was transferred to me.

 

I knew the one I bought will be refunded as I bought it directly from them, but the other one was also bought from Dell buy in April last year (2018). What should I expect?

[BigRom]

Just now, TheNaitsyrk said:

What if I had it more than a month?

If its a whole damn monitor I can't see what they could possibly replace, so convincing you to take a service is pretty much out of the question

 

Pre 30 days you are entitled to a replacement with a brand new unit AFAIK

Post 30 days the replacement you'll get is refurbished.

[TheNaitsyrk]

1 minute ago, BigRom said:

If its a whole damn monitor I can't see what they could possibly replace, so convincing you to take a service is pretty much out of the question

 

Pre 30 days you are entitled to a replacement with a brand new unit AFAIK

Post 30 days the replacement you'll get is refurbished.

Aye that I know, but will I not get a refund? I spoke to them and they said they will refund for both surprisingly.

[BigRom]

2 minutes ago, TheNaitsyrk said:

Aye that I know, but will I not get a refund? I spoke to them and they said they will refund for both surprisingly.

Refund are treated usually on a case-by-case basis, anything below 1 year from purchase date you still have a chance to get a refund. Of course the older it is the harder it will be.

 

Unless the service tag of the item is less than 14 days in which if you request for one you should be automatically approved under their return&refund policy

[TheNaitsyrk]

Just now, BigRom said:

Refund are treated usually on a case-by-case basis, unless the service tag of the item is less than 14 days in which if you request for one you should be automatically approved under their return&refund policy

Thank you for your help! I should expect a refund hopefully then.

[Roschlynn Dsouza]

1 hour ago, BigRom said:

If you have your proof of purchase (not more than 30 days) that basically says "look I just bought this damn thing, the reseller/retailer is the one who kept it in storage", yeah a refund can be requested subject to approval which is usually given if you've had it for less a month.

 

At least from my experience handling calls for Dell.

If you want a monitor, go for any one from Asus and LG. Their monitors are one of the best and plus their warranty based support is also damn good. 

[TheNaitsyrk]

1 hour ago, Roschlynn Dsouza said:

If you want a monitor, go for any one from Asus and LG. Their monitors are one of the best and plus their warranty based support is also damn good. 

I ended up going for replacement monitor. I lost contact with the original seller and I can't get a refund unless I contact him. So I'm only getting a refund on the screen I bought myself.

[TheNaitsyrk]

I'll give them credit. They already shipped out the replacement. Quick.

[TheNaitsyrk]

Okay, replacement arrived and it has the same tint to the display. Sent them a picture proving it.

 

They said they can't replace again and they can't refund me. So I'm stuck with this shit.

 

I recommend to stay away from Alienware. Even though the customer support is good.

[Roschlynn Dsouza]

6 hours ago, TheNaitsyrk said:

Okay, replacement arrived and it has the same tint to the display. Sent them a picture proving it.

 

They said they can't replace again and they can't refund me. So I'm stuck with this shit.

 

I recommend to stay away from Alienware. Even though the customer support is good.

Then how in the name of the world do these monitors pass QC then?

[TheNaitsyrk]

4 hours ago, Roschlynn Dsouza said:

Then how in the name of the world do these monitors pass QC then?

Good question.