Dells not so premium panel guarantee

Steveocee · 28 Jan 2016 at 19:27

I'm fuming.

I have a U2515H and it has lost a pixel, it's pink on white screens and visible on most bright screens.

Called dell as I have 800+ days of warranty and they are refusing to honour the warranty as it's industry standard pixels will go out.

Premium panel guarantee wasn't the only reason I bought this monitor but I thought the next business day on site warranty was a bonus and felt comfortable buying because of this.

Gutted and massively annoyed.

Steveocee · 28 Jan 2016 at 19:48

After an hour and a manager escalation Dell have now decided that my monitor does have premium panel and now they will swap it for me.

The place I bought it from offered me a replacement or refund within 2 minutes of web chat (started whilst waiting for Dell manager)

I've gone with a replacement screen as I do like the monitor and it suits me great.

Still though, what a pain #firstworldissues

Jacksonn · 28 Jan 2016 at 22:10

Well at least they sorted it. I'd have originally gone back to whom I purchased it from straight away though.

PhilA · 29 Jan 2016 at 14:14

whats the monitor like to use?
ive yet to buy a monitor, i love dell monitors, so thought this or the 27" version.

also tempted by the ultrawide 3415, or even the asus, but overclocking a monitor sounds weird to me.

Nasher · 29 Jan 2016 at 14:28

Hmm the Ultrasharp monitors are supposed to have the "pixel perfect" warranty. You wouldn't expect them to argue it :/

wunkley · 29 Jan 2016 at 15:32

hmm, not what I like to hear either. I'm going to pick up a 32 inch 4k Dell ultrasharp (the newest one - UP3216Q) soon for photo work. Main reason I'm going Dell is, apart from it being a great spec'd screen, the bloody pixel perfect guarantee. Glad you got it sorted but shouldn't have had to quibble. Personally, I would have gone ape**** at the original dell person.

Steveocee · 30 Jan 2016 at 20:18

I bought it from the rainforest company in the UK and the monitor arrived with a Portugese service tag. Not world ending but explains why every time I clicked email support it took me to the Portugese page.

As I bought it from rainforest, standard return time had run out so I went to the manufacturer (standard practise with most electronic items) and only when the manufacturer played silly I opened up conversation with the rainforest who were incredible about it.

Bottom line is I love the monitor but want it pixel perfect. I awaiting Monday to see if my replacement turns up, if it doesn't then back to the retailer for a refund and never touch a Dell again.

Steveocee · 2 Feb 2016 at 18:34

2 business days on and multiple emails later Dell have now told me they have no u2515 replacement panels to send me however they are requesting the same model on a different part number.

So disappointed in Dell right now.

momo56 · 9 Feb 2016 at 19:05

Any updates on this ? Did they have any ideas on when they would have a replacement?

Just got one of these and have the same stuck pixel as you.

nick5ter · 18 Feb 2016 at 14:17

I think that the policy allows for one claim against the pixel guarantee, I'd probably opt with going to the seller in the first instance. Just means you have as an option still open if it develops say a pixel issue.

deFiniLoGy · 18 Feb 2016 at 14:46

I've dealt with Dell warranty a lot, tbh, their policy is really good, but like a lot of big companies, the lower level of their customer services are outsourced to save cost.

So a lot of the time it depends on whether you find the right person or someone who know what they are doing in order to get what you want.

What I usually do is if I cannot resolve it with an agent (which is about 30% of the time), I'll simply ask them to refer me to their manager, or ask their manager to call me back, and resolve the situation directly.

It happens everywhere tbh.