DELL: Premium panel guarantee / Advanced exchange service

wunkley

wunkley

wunkley

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I'm shortly going to buy a Dell up3216Q monitor (32" 4k, 10 bit, for photography work only). It's listed on the Dell site as having

Premium Panel Guarantee
The Dell Premium Panel Guarantee allows a free panel replacement during the Limited Hardware Warranty period even if only one bright pixel is found.
Advanced Exchange Service
Your Dell monitor comes with a 3-year Advanced Exchange Service1 so that, if necessary, a replacement monitor will be shipped to you the next business day within its 3-Year Limited Hardware Warranty


Short question - does anyone have any experience with Dell's premium panel guarantee/ advanced exchange warranty?

Longer question(s)

There are many outlets that sell this fairly new monitor now, and I want to know "the best way to buy it" to mitigate any issues if there are any problems with the panel I receive (dead pixels, backlight bleed, the usual IPS yadda yadda)

Buying an expensive monitor is a nightmare these days. Retailers don't care/ don't seem to have the same opinion as me that a monitor I buy should be perfect and entirely defect free.
I'm not buying from anywhere that expects me to pay the shipping fees back if the monitor is not 100% dead/ stuck pixel and backlight bleed free, so that rules out here.
I'd get it from a certain forest site in a heartbeat as they have an amazing returns system, but the listing price is way way higher at the moment than other places.

I guess my basic question is, as this monitor comes with Dell's Premium Panel Guarantee and Advanced Exchange Service, can I basically buy it from anywhere, and if there are ANY problems just deal with Dell directly, completely by passing the retailer?

Anyone any actual experience of this??
 
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Howdy,
I have owned 3 dell screens here are my experiences

2007 bought a 2407 , with 2 days noticed it had a bright red pixel,
contacted dell spoke to Pujet Sandypants
got a "new" replacement screen 2 days later , was a refurb - complained
got a brand new 100% perfect one next day , day after they picked up other screens

2008 Bought a 2707 - was flawless

2009 bought a dell 3008 - from a company with kuco in the name
Screen had terrible light bleed from every corner , contacted supplier
2 days later brand new unit arrived but with exact same problem (was a production flaw in many units apparently)
Contacted dell got another one sent out, no joy same issue :-(
Dell picked this one up a few days later

Contacted kuoc and asked if they could pick up the 2 faulty screens and give me a refund , they said I had to ship them back myself
As the screen were valued at 0ver £1000 it cost me approx 2 x £62 to ship them back
Scanned receipts and sent them to kuco ..... they said that cost too much and refused to pay (even though I asked if their courier could pick them up)

After shaming them on their forums got my money back ... took some time though
 
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lurkio said:
Howdy,
I have owned 3 dell screens here are my experiences

2007 bought a 2407 , with 2 days noticed it had a bright red pixel,
contacted dell spoke to Pujet Sandypants
got a "new" replacement screen 2 days later , was a refurb - complained
got a brand new 100% perfect one next day , day after they picked up other screens

2008 Bought a 2707 - was flawless

2009 bought a dell 3008 - from a company with kuco in the name
Screen had terrible light bleed from every corner , contacted supplier
2 days later brand new unit arrived but with exact same problem (was a production flaw in many units apparently)
Contacted dell got another one sent out, no joy same issue :-(
Dell picked this one up a few days later

Contacted kuoc and asked if they could pick up the 2 faulty screens and give me a refund , they said I had to ship them back myself
As the screen were valued at 0ver £1000 it cost me approx 2 x £62 to ship them back
Scanned receipts and sent them to kuco ..... they said that cost too much and refused to pay (even though I asked if their courier could pick them up)

After shaming them on their forums got my money back ... took some time though
Click to expand...

Thanks for that lurkio, much appreciated.

Just wondering why you bothered dealing with kouc (;)) at all for the dell 3008? Is it / was it not easier just to deal with Dell directly, like you did for the 2407???

That's the crux of me starting this thread, i.e. if Dell lists a particular monitor as having the premium panel guarantee/ advanced exchange warranty, can you just bypass the retailer. Is Dell's service good enough to do this, does it work in the real world? All retailers, including our own fair kuoc seem as bad as each other when it comes to buying monitors if there are any issues or faults. It's a shocking state of affairs.
 
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The 2407 was from another company not kuco, when I contacted them
they refered me to dell

With the 3008 I yet again contacted supplier and they sent one out
then when that was pants and I contacted them back they refered me to dell
 
Long time customer of Dell monitors here, well, since my last U2312HM at least (until U3415W now)

Honestly it really depends on which agent you talk to, coz sometimes you will be referred to an agent who does not know a thing about what he/she is talking about (basically like rainforest CS).

And btw, Premium panel guarrantee do not guarrante zero dead pixel, and in fact they stick very firmly to the tolerance of dead pixels in the panel as every agent seem to only know how to read off their guides.
 
@OP, I recently had this issue with a Dell U2515H,

Dell support said the account is with the seller, so the seller had to contact Dell and the replacement would have to be shipped to them.

They refused to deal with me directly even though it was a brand new monitor.
 
You see this is what I'm talking about. Why is buying a monitor so damn ****ing difficult these days!?

http://www.dell.com/learn/us/en/04/campaigns/dell-premium-panel-guarantee

Regarding dells premium panel guarantee - Double checked. It only covers any 'bright' pixels, not 'dead' pixels. Having experienced both, bright are definitely worse than dead.
But then say you had a cluster of a few dead pixels, that was clearly not acceptable, dell would not cover you, the retailer certainly would not, and you would be forced to return the monitor to the retailer under Dsr, at your own expense! And then play the whole sorry game again until you get a fault free monitor.

Where, can I buy a monitor from, that if it has ANY faults, ANY faults whatsoever, I can get a full refund and shipping costs covered?

It's a nightmare.
 
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wunkley said:
You see this is what I'm talking about. Why is buying a monitor so damn ****ing difficult these days!?

http://www.dell.com/learn/us/en/04/campaigns/dell-premium-panel-guarantee

Regarding dells premium panel guarantee - Double checked. It only covers any 'bright' pixels, not 'dead' pixels. Having experienced both, bright are definitely worse than dead.
But then say you had a cluster of a few dead pixels, that was clearly not acceptable, dell would not cover you, the retailer certainly would not, and you would be forced to return the monitor to the retailer under Dsr, at your own expense! And then play the whole sorry game again until you get a fault free monitor.

Where, can I buy a monitor from, that if it has ANY faults, ANY faults whatsoever, I can get a full refund and shipping costs covered?

It's a nightmare.
Click to expand...

I think the main focus here is what you defined as faulty has been clearly listed out by Dell as tolerated variance, and so I don't think there's any retailer in Europe, other than the rainforest which we all know have a different standard, are entitled to recognize a few dead pixels are faulty.

My advise would then be buy a pre-owned one, ensuring that there is no dead pixels or BLB prior to paying, then that would be the way to go.

Sorry but legally, Dell and other retailers are covered.
 
lurkio said:
Hi DeFiniLoGy,
What are your thoughts on the 3415? Gaming wise and using it for desktop work
Click to expand...

Brilliant? :D

I value color reproduction a lot more than stuff like G-sync etc tho.

And I got a sample that has zero dead pixel and a quite good panel, only minor BLB at left top & bottom corner so I'm very happy about them.

And I got them while they're on promo :P
 
deFiniLoGy said:
I think the main focus here is what you defined as faulty has been clearly listed out by Dell as tolerated variance, and so I don't think there's any retailer in Europe, other than the rainforest which we all know have a different standard, are entitled to recognize a few dead pixels are faulty.

My advise would then be buy a pre-owned one, ensuring that there is no dead pixels or BLB prior to paying, then that would be the way to go.

Sorry but legally, Dell and other retailers are covered.
Click to expand...

No way I'm buying pre-owned, that just opens up a whole different kettle of potential bother.

I think my only real option is to get it from the rainforest. Price has come down a bit today so will see how it pans out.

Buying a monitor these days is a complete joke, I hate it. I've been putting it off for months, but I really need it now.
Somebody, somewhere needs to sort out the whole process.
 
Also, have you noticed how no-one ever comments on things like this in the monitor section - no clarification from vendor reps or ocuk reps, like they do in the GPU and other sections. Funny that isn't it. I think it's left vague and murky grey on purpose when it comes to monitors.
 
wunkley said:
No way I'm buying pre-owned, that just opens up a whole different kettle of potential bother.

I think my only real option is to get it from the rainforest. Price has come down a bit today so will see how it pans out.

Buying a monitor these days is a complete joke, I hate it. I've been putting it off for months, but I really need it now.
Somebody, somewhere needs to sort out the whole process.
Click to expand...

Not sure why you're so against buying pre-owned monitors.

In public auction site, like fleabay, if you only buy from seller who has specifically described that there is no dead pixels / BLB etc in the listing, then you're fully entitled to the protection under the buyer protection, i.e. you dun have to pay for return shipping.

Warranty of Dell Ultrasharp monitors are under the service tag instead of the owner anyway, so warranty would not be an issue.

And rainforest does not have all the Dell models too.

But after all it's your choice.
 
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