I just got denied a screen replacement.

Well after having my SEC screen replaced due to light leakage issues, I now have LPL00E9 screen that suffers some graininess.

All I wanted was another replacement screen sent out, but the CSR refused!

He's trying to tell me that I have to ship my system out to the Depot to make sure nothing is wrong with it, and that I can't have a replacement screen sent to me.

What the hell is this?

 

read the very 1st post here. That guy was given 2 replacements, and now he is exactly where you are!

 

Go right to management and argue and try to create a resolve.

They tried a similar trick on me. They sent me 2 defective screens. And they we're all wrong screens too. Varying from matte, glossy, WXGA to WSXGA+.

They also gave me a chit load of impossible unreasonable excuses to why they wouldn't. But after discussing it. They agreed to meet my terms.

http://forum.notebookreview.com/showthread.php?t=204512

view my story.. LOL

 

B2 what warranty do you have?

I have the standard return to depot warranty and they are giving me tons of problems....

"we can't do that, we have to send it in to check it out sry...."

 

Same warranty as you. I didn't want to spend 200+ dollars to have some dip come and destroy everything and do what I could do myself. I figured it was a complete waste of money considering my circumstances (I got the experience and training etc, plus I enjoy doing it myself).

That's why I didn't opt for the complete care or anything.

Go directly to management - don't waste you're time with uncreative and lazy reps that don't want to do anything helpful..

Tell them, you've hook the machine up to multiple external monitors, T.V's etc with the S-Video and VGA outputs, and see NO grain or any issues.

Also that you have reinstalled, upgraded and roll backed you're drives multiple times and the problem still remains.

Then tell the manager you're completely frustrated/disappointed/upset/disgusted that they'd send you defective parts to replace defective parts..

Once you tell them you HAVE done those things, they technically can't say it's the motherboard or video card. Because if it was the problem would be present on ALL video outputs.

It helps if you mention that the other screen didn't have the problem but this new one does.

Just seeing you go through the same bull chit PISSES me off so much.. Their stubborn ass holes and won't admit to the screen issues. I bet you +rep that if you ask them if they can guarantee the problems will be gone if you send the machine in, they'll tell you no. And if they do tell you yes, their lying.

Every part they send out to people's door step, is tested for defects - yet these crappie screens still make it out the door. I think they just plug it in and see if it works, if it does it's approved, despite if problems are obviously there.

I've let Dell know what I think of their dispatch team. Their all f***ing ignorant asses that don't give a chit about anyone. If they did, they'd pull the screens with problems, instead of recirculating them.

NO ONE can justify their actions at all.

 

I opted to spend the extra $79 to get the 2 years on-site warranty but that was offered when you buy from small business (vostro or something).....

Then I signed up for their DCSE account and now whenever I call Dell, I just tell them that I have onsite-repair warranty and I am a member of DCSE and I give them my tech ID number. and they just send me parts .

but as far as them not sending you another screen, I can see where they are coming from. They can't keep sending you screens, even though you know and we know that there is no problem with the laptop itself, they still have a protocol to follow....

I'm affraid you may be out of luck here OP

 

I repeatedly asked to speak with a supervisor, and they refused to give it to me.

I opted to send it in, after speaking with two reps for nearly 2hrs.

I did manage to get a PROMISE that I would have an issue-free screen (light leakage/grain) if I 'send it in.'

I will raise HELL once it comes back and is faulty -- which I have a feeling it will be.

Wish me luck!

 

If they refuse to direct you to their manager, hang up and call back. Make sure you take their name, before you hang up, then you can report them later for being unhelpful and unreasonable dicks.

Sorry to say bro, that's an empty promise. lol.. They'll put the screen on, turn the machine on and if it lights up, it's going in the box and on the way out the door.

Do more then raise hell.. be the most ugliest sonva***** that ever owned a Dell. Really.. I plan too.. Seems to be the only way to reason with the duds you constantly will get. Calling back and getting a good rep is like pulling teeth ( My personal experience).

n19htmare, makes a good point, they do have protocols. But if sending defective hardware to replace defective hardware is part of the protocol, then that's when I put my foot down and tell them, fix the problem this time or be ready to meet my demands.

I never use to be such a nasty dick with them. But they've yanked my chain enough and the only time I get any GOOD progress is when I brutally honest and brutally nasty. It's working and has worked so I'm sticking to it.


Good luck though.. Oh.. I'd demand compensation for going the 2-5 days without the machine and for wasting your time.

 

There's a link on Dell for "Unresolved Issues" that is supposed to forward the issue to the escalations department. You need some kind of case number to do so though. It would be better to directly request this via phone. I've had issues and directly requested the matters to be escalated. I received immediate replies via phone.

 

well the thing is with Dell you just have to settle...for example... with the 1400/1420 wXGA+ screens...there are three manufacturers that we know of

AUO - is the worst when it comes to graininess.... but good on leakage.

SEC - is the best when it comes to grain. But suffers from a minor light leakage and viewing angles. but overall a nice screen...this is the one I kept.

LG - Grainy and same viewing angles as the SEC...it's not really better than LG.

So....the point is you are just gonna either have to settle or get rid of laptop and buy something else.....

I settled with the SEC and am happy with it. Light leakage is not that bad, but it's there.

Good luck OP and just so you know... the Depot does not view Grainy screens as "defects" and nor do they view light leakage as a defect up to a point...if they turn on your screen and it looks good to them, it's coming back to you as is..

A regular joe schmoe might not be bothered by grainy screen or light leakage and Dell views us all as regular joe schmoes.

 

Do you think that if I put the exact screen I want on a sheet of paper that the Tech would honor it?

Stupid me sent back the SEC i had and kept the LG (ran out of time to send them back)

Now i'm worried they'll send me an AUO screen.

Boy do I feel slighted...

Update:

Honestly I think I could live with the grain... if it weren't for the slight yellow discoloration on the right side of the screen. It's really only noticeable on whites, but web pages have a lot of white on them....

Kind of aggravating...

 

I seriously doubt it. I had such a huge problem getting Dell to replace my 9300 screen that I ended up starting a website that allowed people post about their similar screen problems. Eventually online news outlets ran a story on the site and Dell admitted that it was a manufacturer defect. Only took them six months...

Thanks,
Andrew

 

OooOooo... I do web development/design as part of my living professionally.. Maybe I got a side project I can do.

LOL, you could try sticking a little note on the computer, but honestly, I think the guy will read it, then chuckle and call you and all of us morons under his breath then give you the worst screen just to spit in you're face. Why you ask? Because I learned their ass holes.

Personally, I can't stand grain nor dead pixels. That's why I'll keep hitting on this until Dell honor my demand and give me what I paid for. None of the laptop in a Radio shack or best buy for $500+ have grainy screens - So why should I settle when I paid $1600 for a machine.. I went far and beyond what I needed too, so Dell can thank me for doing so by giving me what I eff'n paid for.. But that's me.

 

How exactly does a grainy screen look like? Just asking..

 

It'll rather look like someone with greasy hair rubbed there head all over the screen - or - solid colors appear to 'sparkle', it'll look like noise like what you get on the LCD of camcorders and cameras.

 

Thanks. And what happens with my waranty when i remove my lcd panel and open it?

 

Take you're machine apart?

You can do it, as long as you don't break anything. If you break something you're warranty is voided.

 

Really? There are no stickers or seals than void waranty if they are broken/removed?

 

Not on any of the Dell systems that I've handled.

Management asked me to rip my machine apart last Friday to get a serial# off my LCD panel..

I guess those types of thing vary between manufactures and vendors. I've known Sony to shove stickers and seals all over everything (Playstation 2 units are one example off the top of my head).

 

This is very true indeed ! 6 of my friends own dell (inspirons & vostros) and all of them have got grainy screens . Some did not bother about it and others still do not even realise that they have got a grainy screen and I did not dare to tell them about their unnoticed problem in their laptop and put them to worry...
Apparently, Dell is taking advantage of this average customer attitude and continue to sell their ultra-crap screens

 

meaCulpa, exactly.

I wish everyone noticed and stormed the Dell doors and phone lines and web site demanding no more BS screens. But then you'd have to ask yourself, why keep buying from Dell then..

Ah well I guess they'd rather loose a few customers.. Ether way they probably make a profit cuz they no longer have to stock quality screens so us picky people can go screw off so it seems. LOL

It'll catch up to them sooner or later though...

The web site idea someone mentioned seems like a good idea to me.. Might invest a day into it and make it happen.. LOL