Unreal customer service.......happy face :)

I have the crappy Chi Mei screen. I sent an e-mail to Dell support. We played phone tag for a few days. They contacted me today and after 20 minutes and zero hoop jumping, I am getting a new screen. Spoke to a technician in India, I could understand her, she was polite, I was polite, explained the situation. The only thing she asked me to do was adjust the brightness. Awesome, new screen in route.

 

Congrats !

Rule of thumb wrt customer service/support. You can catch more bees with honey. If you're nice they tend to do the same and you usually get better results.

 

What did you actually say to them to get the new screen?

 

The truth. I told them that the matte finish was to thick making words distorted and that it was worse on the lower right quadrant. I told them it was usable, but I didn't like it. I was also extremely polite and told them if they were unwilling to fix it, I could live with it. She asked me to hold so she could ask her supervisor about the issue. About three minutes later she came back on and said they were replacing it.

 

the new screen has a dead pixel or bright pixel problems or not ?

 

dell been pretty good to me too so far.

 

I also have had very positive experiences with Dell customer support.

 

Same here, excellent support! I needed an EU adapter instead of the UK one, and they send me both.

 

Not sure what you are asking. There are no dead pixels on this screen and if there are on the new screen I would simply have the tech reinstall this one as it isn't that bad and then speak to Dell again.

 

So, now the update. Local tech came out and replaced the screen. Did a great job replacing the screen, nothing scratched or broke. The bad news: Same exact Chei Mai screen. The good news: Lower right quadrant looks better. Oh well, really didn't expect a new screen at all, so i am happy with Dell's response and will shut up and color. When the warranty expires I will replace the screen with a glossy one.

 

I have learned that if you have ANY issues with what you have just report it and most likely dell will do something about it.

Use your warranty as much as you can. You've already paid for it

 

The screen is fine. I guess I just got used to the glossy ones. I remember not liking those at first. I love this system and dont see any need to make Dell jump through hoops, when they delivered exactly what I purchased and did so at a great price.

 

Oh, I still have a happy face. Customer service was great and fast.

 

Getting my new screen tomorrow, I currently have the LG one, I hope I don't get the Che Mei one, I will ask for an LG one again.

 

This may be the same screen, but now that i have been using it for a few hours, it is a definate improvement. I really think my issue is missing the glossy one that my HP HDX16 had. I do have every intention of purchasing a glossy screen either after the warranty runs out or I just have some money to blow. I now have a computer tech locally that will work on my system for me for next to nothing, so that is another plus from having the screen replaced. Not to mention another benefit of living in my smaller city. Great folks here.

 

I got the Che Mei one unfortunately, Spoke to Dell and they will get a LG one sent out (hopefully) this che Mei one is dreadful, very grainy and the colours are washed out.

It's easy to replace the screen on this system, just a few screws and it pops out.

Thinking of selling it anyway and moving over to the Mac world.

 

Dell service has always been prompt and courteous. The system I had originally configured came with a Chi Mei screen and when I reported the flaws to Dell they were able to sent out a replacement screen -- an LG 'WF1', but unfortunately it was short-lived and the panel was marred by constant flashes and flickerings where all the driver installations/de-installations in the world did not seem to help. They sent me another replacement (also an LG) and that didn't changed a thing; and along came with a small panel defect. Dell ruled the mobo to be as 'defective' and they'd finally reconfigured a brand new system with the LG WF1 screen and most everything seems to be working great so far on that area. The USB 3.0 ports were defective on my new Dell so they sent out a new mobo and 3.0 daughterboard. I first tried out the daughterboard and it solved the problem so I sent the mobo back unused. So yeah, besides the XPS 17 being a bit sh!tty, Dell service has been excellent. No other manufacturer would send out a tech, or better yet, send me the parts to work/replace them on my own (as preferred).
Scorecard: 10+ for Dell service and 4+ for Dell computers.