My Dell 2407WFP's broken!

[DoomWolf]

I switched the monitor off earlier this evening to go downstairs and make dinner, and as I pressed the power button I noticed it felt a bit weird. I looked down and saw the button wasn't straight - the power symbol has turned 45 degrees anti-clockwise - and the button stayed recessed into the monitor casing and wobbles like it's loose, but won't come back out. Worst of all, it won't switch the monitor back on.

I've had this monitor less than 6 weeks (bought off an auction site with 4 year on-site warranty) and just paired it up to my new PC build (in sig) two weeks ago. This is where the fun begins - the call to Dell technical support (surely that's a joke). First of all, there is no option in the phone menu for monitor support. I go through the "more options" options to get told the office is closed (it's before 7pm and the support line is 8am-8pm). I ring again and try a menu option. No relevant options and no way to go back up a menu. Call yet again (this is the 0870 as the 01344 geographical doesn't work after 5:30pm) and decide just to press option 1 over and over until I can speak to someone. This appears to be for Dimension desktop support, but it works and they can deal with monitors.

Finally I'm through - to an Indian call centre! Their English isn't bad, but it's a struggle as there are subtle differences in meanings of the words we use. When I say the power button is broken, the lady on the other end is assuming I mean it's in little pieces and says it's not covered by the warranty. It also took me a while explaining that I don't have a Dell PC ("look on the tower unit for the support tag", "I don't own a Dell PC, just the monitor" etc, etc).

Finally (after going round in cirlces for 20 minutes) she puts me through to her manager who is a guy with a slightly better grasp of English. He then goes through precisely what is wrong with the monitor and we realise the mis-understanding and that it is in fact covered by the warranty. He then takes all of the details of where to bring the replacement, and before I hang up I remember to ask "will it be a new monitor or a referb?". He says "it'll be a refurb". Again, my anger rises (this was 45mins into the call) as I've only had the monitor since the middle of last month. He tries the old "7 day" excuse for swapping for new. I mention the Sale of Goods Act and threaten to involve trading standards if I don't receive a new monitor as the one I have isn't fit for purpose (not switching on must meet that). He says he will try to authorise a new monitor and will call me back tomorrow.

My question is, where do I stand on getting a new one, not a refurb? Who do I speak to if they still say no? Would a refurb be an A04 like mine, or would they send me an inferior replacement?

I need to brush up on consumer law before tomorrow.

 

[Sukh]

Dam, I feel for you, shouldnt have to take 45 mins at your cost to get told you will get a refurbished monitor. I hate Indian call centres, they dont understand what your saying, and I dont understand them half the time.

 

[DoomWolf]

It wasn't the worst Indian call centre I've spoken to, and the manager was much better, but it is still very trying when you know that the person on the other end may not easily understand what you say to them when you're trying to explain things. And, as you say, understanding their accents can be hard, particularly on the quiet lines that call centres seem to have.

At least they weren't scripted to ask you about the weather like a certain bank-I-could-mention's Indian call centre.

 

[RichL]

I agree it is unacceptable to get a refurb when it is only 6 weeks old. I suspect he will allow you to have a new one when he calls, most reputable companies tend to fold on these issues from my experience. Sales of goods act entitles you to a like-for-like replacement, repair or a refund BUT this is from the retailer, not the manufacturer, and since you bought it on ebay it doesn't apply here afaik.

If they won't replace with new, insist that your screen is repaired. It's true that a refurb might be an A03 or lower. If they do send you a replacement, use the service menu to confirm that it is new.

 

[DoomWolf]

I agree it is unacceptable to get a refurb when it is only 6 weeks old. I suspect he will allow you to have a new one when he calls, most reputable companies tend to fold on these issues from my experience. Sales of goods act entitles you to a like-for-like replacement, repair or a refund BUT this is from the retailer, not the manufacturer, and since you bought it on ebay it doesn't apply here afaik.

If they won't replace with new, insist that your screen is repaired. It's true that a refurb might be an A03 or lower. If they do send you a replacement, use the service menu to confirm that it is new.

Yes, that's my only problem that I didn't buy it direct from Dell. The only reason I'm trying to get the replacement from them direct is they have an on-site warranty whereas I would probably have to pay to ship it back to the retailer. If Dell do get stroppy about that, I could point out that even if I returned it to the retailer, he would then simply demand a brand new replacement from Dell as the Sale of Goods Act would apply to his contract with Dell. Either way, Dell will have to provide a brand new replacement to someone as the law clearly states:

"if the defect is discovered within six months of delivery, it is automatically assumed that the fault was there at the time of delivery unless the trader can prove otherwise."

http://www.tradingstandards.gov.uk/cgi-bin/bglitem.cgi?file=badv073-1011.txt

I certainly wouldn't accept any earlier revisions than A04 as it wouldn't be a like-for-like replacement, but an inferior product. You don't expect a replacement to be older than the product you purchased, and I wonder where they would find any refurbs that are less than 6 weeks old?

Out of interest, what would OcUK advise if I had bought it through them? I only ask because they supply these monitors on the same terms as the trader I purchased it from. Would they do a replacement or would they advising dealing directly with Dell?

 

[Guru]

from what ive read on here they never seem want to deal with it and just fob you off to the manufacturer instead

 

[drak3]

I got some items replaced with Dell direct via email customer service my self Dell direct seems ok to me so far. I think through the phone it should be much easier, since they do replacements via email!

ps: Remember to check the date of manuf on the back, it should read March 2007 or something else dont sign papers and kick them out!

 

[Sallermas]

I had a problem with ghosting on my 2407WFP, to get through to Dell you will need to quote the Works order number from the box / packaging the number at the top of the Dell packing label if you have it. I bought it from OcUK but the process is the same unless your Ebay seller has taken off the Dell labels etc from the packaging.

If you call 0870 908 0500 or 0870 908 0800 you get put through the Indian call centre, just ask for the monitor department , they will put you straight through to Ireland the guys there are very helpful, also if they ask if your business or private just say business

If don't have the works order number the monitor department guys will trace the serial number for you.

I received a replacement monitor next day although it was said it would be a refurb it was a new A04 no dead pixels, in addition if there's any issue with the replacement screen they will replace it again.

I understand what your saying regarding replacing new for new but for me I just took a chance and I'm happy with the result

 

[meghatronic]

The same thing happened to one of my 2407s. I found a fix though as I can't be bothered with a refurb.

Get some sellotape, stick it on the button, rotate the button through 45 degrees, secure tape to monitor. Ugly - but works a treat

 

[DoomWolf]

The same thing happened to one of my 2407s. I found a fix though as I can't be bothered with a refurb.

Get some sellotape, stick it on the button, rotate the button through 45 degrees, secure tape to monitor. Ugly - but works a treat

Unfortunately, mine wouldn't even press to click so it won't switch back on at all.

The latest with Dell is that the guy in India didn't call me back to confirm all the details, so the service call for today wasn't even booked. I called them and this time pressed option 2 for business, mentioned monitor replacement and got put through to the service team in Ireland. What a difference! They apologised for the lack of call-back, took all my details, didn't p*ss around asking for service tags (just the serial number that I was able to give them) and booked the service call for Monday. They say they can't guarantee a revision A04, but it will be new and I would assume that's all they're shipping now anyway. My broken one was manufactured in February and I received it in March, so they must have a quick turnaround on their stock.

Let's just hope my run of bad luck doesn't continue and I end up with dead pixels or some other problem. On top of the monitor, the washing machine broke down today causing the electrics in the house to trip, which knocked out my server causing it corrupt the hard drive. I'm now running a disk scan to see if it's a software or physical issue before I attempt to restore from the backup. On top of that, I've got a bathroom tap that stopped working last week, so that needs sorting out as well. Ho-hum

 

[ICEx21]

Sounds like the only thing that can go wrong for you now is that a certain part of your body may just mould off........or at the worst your keyboard brakes

 

[meghatronic]

Unfortunately, mine wouldn't even press to click so it won't switch back on at all.

Mine was the same. You have to 'move' the button and then it'll click. Trust me... it took patience though.

 

[DoomWolf]

Well, I finally received my replacement monitor from Dell this morning. A brand new A04 revision, although it was manufactured 2 months before the broken one. I went into the service menu and it said its running time was 10 minutes. No dead pixels either.

I was surprised at the way it was packaged though. Wrapped in bubble wrap and in blank cardboard box that the delivery guy then put the broken one into. I get to keep the original box to put the new one in, although it has the serial number of the old one on it. I'd assumed they would drop off a new boxed one and just take the old one away in its original packaging. Nothing straightforward with Dell, eh.