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  1. #1
    Join Date
    May 2008
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    660

    Dell incompetent with RMA and with lies?

    read this on reddit and quite astonishing that Dell can stoop to this level of quality

    youtube video http://www.youtube.com/watch?v=yw_YIpDYgDU
    I purchased a Dell UltraSharp 3008WFP monitor a couple of years ago from someone else who has used it for eight months. It had a three-year warranty. About a year ago, I noticed that it had developed yellow tinting around its edges and that they were spreading inward.

    I contacted Dell and, to their credit, the customer support representatives seemed well educated, were courteous and polite and immediately offered to send me a replacement. The replacement arrived and was broken along the top edge, with bits of jagged glass hanging off to the side.

    I contacted them again and they sent me another replacement. This one had blue dots splattered all across the front. Contacted them again, this time via email so that I would have a written record, and they sent another replacement. This one had some other issue (at this point, I’ve lost track of which one had what issue) and I contacted them again via Twitter.

    The fourth one had a detached front panel which I fixed by pushing it back in with my hand. Turned it on and it started making this screeching noise. Turned it off and on again a few times. Same deal. I even made a video of it, just as proof that I was indeed facing all these problems.

    All of these monitors (30-inchers, mind you) were lying in my room, occupying a sizable chunk of floor space, so I had them send someone to pick the monitors up from my house. I had half a mind not to return them, so I could sell them off if they didn’t ultimately fix my issue. But I pointed the guy to the monitors and he started packing them up. Then he asks me to take out my car and drop him off at his office because he’d come to pick up four 30-inch monitors on foot!

    I contacted them again, thoroughly pissed off at this point, and demanded either a refund or an upgrade. They denied both, for various reasons, and offered to send me yet another replacement. They started pleading with me that they would get it right this time and telling me that they would send me a new unit instead of a refurbished one (which they had also promised me on the last two occasions), so I had them they sent me another monitor. The fifth one.

    Got it, plugged it in and it had the blue spots issue again. I took pictures of it and sent it to them. At this point, I was in no mood to accept any more compromises. When they next called, I told them I wanted a refund and nothing else.

    They refused and offered me a downgrade to the 3007WFP instead! I would later learn that this is standard policy at Dell, to offer inferior replacements to placate customers. Not sure how effective it is though. I almost blew my lid when they suggested that.

    The Middle

    Finally, we started talking about an upgrade to the new U3011 and they gave me the same reason for denying it as they had every other time, “It is not available in India.” I asked them when it would be available and they said they had no idea.

    But they offered me a deal: If the U3011 were to be officially launched in the country within a year, they would send it to me with a one-year warranty (not the standard three-year one). If not, my current warranty would run out (I had already been dealing with them for over six months by this point) and that was that.

    I had him send that to me in writing and accepted it. Why, you ask? Because of what I did next. I ran one Google search and found several news stories about that monitor having been launched here a month ago. It was also listed as available on Dell’s official website for India.

    To make it bulletproof, I called Dell Sales separately and asked for this monitor. They sent me a quote and everything, eagerly telling me that they could ship it on the very same day. I forwarded this email to the customer care guys and shouted at them for being the lying crooks that they were.

    They apologised and offered to send me the U3011 now, but with reduced warranty. What’s more, I would have to pay 12.5% in taxes because of some state law, which had apparently been inapplicable on all the other monitors they had sent me so far. So I had them ship it to a different state and then paid shipping to have it shipped from there to my own state. No 12.5% tax levied, as I’d suspected.

    Finally, I had a perfectly functioning upgraded monitor! The Dell UltraSharp U3011, with billions of colours and an IPS pan…wait, it would not even turn on! I consulted the manual, I changed outlets, I even changed power cords. Nothing. Zip. Zilch. Nada.

    I had nothing against Dell before this incident but even if I was a die-hard hater of the company, I could not have come up with this if you’d asked me to describe what the worse experience a customer could face with this company would be like. It was unbelievable. And like all crappy things in life, it was far from over.

    They asked me to send it back because they could not believe that this was really happening and wanted to verify it for themselves. They didn’t say this but I could hear from the tone of their voice that they thought I either did not know how to use these things or was messing around with them.

    I agreed (what was I to do with a giant paperweight anyway?), as long as I wouldn’t have to pay any shipping or taxes. Lo, both of those things disappeared! The benevolent company, in all its kindness, would take care of those things for me now.

    The End…?

    Sent it back and didn’t hear from them for weeks, which is something I was used to by now. I didn’t even bother contacting them. I’d resigned myself to whatever they wanted to treat me like. But they called eventually and offered to send another U3011, personally tested by them in a different facility. Apparently, they trusted the quality assurance at their factories as much as I did.

    And they could send it without my having to pay tax or shipping. Wow, what an excellent company!

    That leads me to today. The courier guy rang the bell and I peered out of the window. The package he had beside him seemed awfully small for a 30-inch display. Went down and it indeed was very small. Small enough to fit a notebook.

    On their seventh try, after having sent me six damaged, malfunctioning and DoA monitors, having made me talk to at least twenty different Dell and DHL (the shipping company) employees, having had me spend a year trying to get a faulty monitor replaced, they sent me a notebook by mistake!

    Wow. Just…wow.

    Words fail to convey what I feel about this company. Is there no low too low for them? For all the money they have sunk into trying to replace this for me, they could have had me fly to Hong Kong (or wherever these things are made) and personally pick a monitor straight off the assembly line. But I doubt even that one would have actually worked.

    So here I am, with two faulty 30-inch monitors (including my original one) and a notebook worth $800 (according to the shipping label) in my house, after having spent a year trying to get a monitor replaced, and I am still not sure when this will end. Dell FTW.

    tl;dr

    Dell sent me six replacements for a defective 30-inch monitor over the course of a year, each defective in one way or the other. One even DoA. They lied to me several times and had me pay shipping once. I made a hilarious YouTube video. Ultimately, they sent me a brand new notebook by mistake instead of the seventh replacement monitor. I’m at a loss for what to do next.
    Source: http://www.reddit.com/r/reddit.com/c..._my_defective/
    Last edited by Maikon; 02-05-2011 at 12:58 PM.

  2. #2
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    That's just hilarious
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  3. #3
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    The comments in that article were awesome.
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  4. #4
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    I love how at the end the young gentlemen in the video reminds everyone that was sarcasm. Somehow this seems to remind me of the Big Bang Theory.

  5. #5
    Join Date
    Nov 2007
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    Dallas, TX
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    Finally, we started talking about an upgrade to the new U3011 and they gave me the same reason for denying it as they had every other time, “It is not available in India.” I asked them when it would be available and they said they had no idea.

    [...]I ran one Google search and found several news stories about that monitor having been launched here a month ago. It was also listed as available on Dell’s official website for India.

    To make it bulletproof, I called Dell Sales separately and asked for this monitor. They sent me a quote and everything, eagerly telling me that they could ship it on the very same day. I forwarded this email to the customer care guys and shouted at them for being the lying crooks that they were.


    That is absolutely horrible, along with other parts of the account. The ending is awesome, where after six replacements they finally (accidentally?) send him a new laptop. Justice, I suppose.

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  6. #6
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    May 2008
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    heh not really. The op said that his monitor is worth 1700 usd and that laptop is only worth 800 usd

  7. #7
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    Quote Originally Posted by Maikon View Post
    heh not really. The op said that his monitor is worth 1700 usd and that laptop is only worth 800 usd
    Ouch, you're right. I just checked the U3011 monitor on Amazon, and it is priced at $1355. :|

    -mike

  8. #8
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    Brisbane, Australia
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    Typical, here in Australia had a large group of forum members purchasing Dell U2410 near end of last financial year with 40+% discount, lots of first shipments had problems and most folks found that dell's warranty policy is 2nd and subsequent rma replacements come from refurbished units not off the factory line. Some members had to go through 3 or 4 units to get a good one, some had demanded to get new ones.

    I was lucky, my 3x U2410s all were fine first time round.
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  9. #9
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    The company is under no obligation to give you a brand new unit. In fact, if you read most warranties they use the phrase replacement unit throughout, without ever connecting it to a new unit, companies have by and large adopted replacement unit to mean refurbished unit.
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  10. #10
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    May 2008
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    660
    even so, doesnt excuse the poor rma procedure. It doesnt seem that those refurbished monitors has been tested by dell staff before shipping it out.

  11. #11
    mind you:

    I purchased a Dell UltraSharp 3008WFP monitor a couple of years ago from someone else who has used it for eight months. It had a three-year warranty. About a year ago,
    It seems it was bought secondhand, and just about out of warranty at the time of the complaint.
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  12. #12
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    Same thing here, but not with a monitor but with a laptop And not really the 'cheaper' one.
    The display was making a squeeking noise and when you put the laptop up and down it gave a blue screen. So they sent some tech over to replace the mainboard, it still wasn't fixed, then they replaced the harddisks, same thing. Then they replaced the fans, same thing.

    Then I got a new laptop and surprise surprise, exactly same problem.
    Now I am stuck here with 2 laptops, that don't really work (well they do work, but you get a blue screen if you move from your office to a table for example) and I am still waiting for Dell to come pick the other 1 up. Haven't heard from them in 6 months now
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  13. #13
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    I stopped reading at the term "Dell incompetent" in the subject. My worst customer service issues ever experienced have nearly all been with Dell.

  14. #14
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    Jan 2008
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    Hilarious! We've been using dell for quite a while and never experienced any major problems beside the usual hdd failures and a motherboard. Then again, we're not using their monitors, only their servers.
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  15. #15
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    I can vouch that their server department is very different. Open ticket online, ship you a replacement (most even w/o DSET). Or tech come on-site, replace mobo/CPUs... no fuss.
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  16. #16
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    Quote Originally Posted by quad3datwork View Post
    I can vouch that their server department is very different. Open ticket online, ship you a replacement (most even w/o DSET). Or tech come on-site, replace mobo/CPUs... no fuss.
    Consumer care versus business care can have large distinctions (as can U.S. versus international).

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  17. #17
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    Aug 2010
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    Berkshire, UK.
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    Very strange reading that, that dell sent him how many monitors without picking up the faulty ones?!

    My 27" Dell Monitor recently started making a humming noise i phoned Dell and they had a replacement (albeit a refurbished model) to me within 48 hours and collected the faulty unit.

    Seems strange to keep sending someone 4/5 very expensive monitors.

    Although i dont doubt the story the line "I contacted them again via Twitter" made me laugh. Im pretty sure thats not a offical support method.

    As long as it was all sorted.

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