Are there any Dell reps on these forums? Monitor replacement story

I'm currently having major issues with getting a replacement monitor from Dell for my Dell S2716DG. It's a 144hz 1440p G-Sync screen. This is the only screen of this type that Dell sells.

Initiated contact with Dell on Feb 27th, and was approved for a brand new replacement (cosmetic issues, bright/hot pixels on black background). I was told I would have the monitor in my hands in about 3 days. After weeks of waiting, constant contact with different Dell reps via email and recently phone contact I am now being told that they still don't have these in their warehouse. I was told a couple days ago they were now in stock or coming in stock, and that I would have the monitor in 48-72hrs. I get an email this morning stating that they still don't have it, but that they have gotten approval for me to pick a different monitor off their website for replacement. Completely unacceptable as they don't sell any monitor even close or like. Moreover this is a brand new monitor still being sold by Dell! How can you not provide me with a replacement if you're still selling the monitor via overnight shipment on your website?

I am now on the phone with Dell, have been transferred about 8 times now, still nobody can help, they just keep transferring me to a different department or desk. This is absolutely the worst customer service I have ever experienced. Even Asus who has a pretty bad customer service reputation got a replacement monitor to me within a week!

Just got off the phone with probably the 9th rep and am now being told that the monitor will ship within 24 hours and that I should have the monitor in 2-3 business days. I will keep you updated. I have little to no faith that they're telling me the truth this time and that I will actually get the monitor, much less the correct one.

Are there still Dell reps on these forums?

 

Well just received another USELESS email from Dell. Was told that it has been escalated again, and that the higher up should call me within 2 days. Absolutely useless as this case has already been "escalated" numerous times before.

Dell has the worst customer service I have ever experienced.

I just got off the phone with Frys where this monitor was purchased and they are offering me to return it to the store this afternoon for an exchange even though I am now outside of the return/exchange window.

I did send DellCares tweets even though I don't use Twitter. Made an account just to make my dissatisfaction with this company public. They responded with the same crap after looking into the case. They told me it's already being dealt with.

Avoid Dell people!

 

But, but, I love my U2412M.

 

LOL no you must throw it in the trash now!

I love this monitor as well, I simply wanted a replacement for its small-ish defects since it wasn't exactly cheap. Dell agreed and they just completely have dropped the ball on their customer service. What if the monitor had been completely dead?

Regardless Fry's agreed and exchanged it for me within minutes. New monitor is now home, Dell will be getting their old one back and I am happy again. . I think in the future my next laptop and monitor will be a brand other than Dell. I just can't trust their customer service should I ever need warranty support in the future.

 

Just got a phone call from Dell Corporate office. Apparently they received my complaints from both the tech service level and their social media. I guess taking to the interwebs to express dissatisfaction really does help. I will have yet another monitor in my hands Monday morning and I was told to pick between the two. This one looks perfect but I won't turn down the chance to have a look at another one.

 

Your experience is hardly surprising.. After my Alienware Windows 10 screen bricking fiasco, I'm done with Dell/Alienware.. Overpriced pain in the ass fussy junk... My Clevo has worked perfectly without any issues over these last 6 months without me having to do anything..

 

Glad your situation got sorted out!

 

Clevo/Sager is my next laptop. I am waiting for the Pascal release of the P650 deal. I am hoping they also add thunderbolt. I looked at xotic and for almost a $1000 I can be out the door with one with a 970m. I just can't justify the 970m this late in the game considering I had one over a year ago. I will wait for the Polaris or Pascal refresh and grab one. The thing that has me intrigued are the discrete graphics option with overclock able display. Even if I get 75hz I'll be happy.