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December 12th, 2019 16:00
AW3418DW, damaged during troubleshooting with Support
Long story short, This is my second replacement monitor for a flickering issue. First monitor was replaced about 17 days ago, then the replacement started having the same issue.
That being said, while proving ownership (Because TS did not transfer my warranty over to the replacement monitor and its tag was showing up as "Back at Dell") of the 2nd monitor to tech support (They literally asked me to take a picture of the service tag with a hand written note with my Name, Date and SR number side by side - Note and Tag that is) I dropped the monitor taking it off the stand. I had to take it off the stand so I could disconnect the cables and not have the stand and cables block the tag along with my hand written note. With my keyboard being metal edged, it scratched the monitor on the display side. They are now refusing to help me at all with this situation because of the Accidental Damage that was caused to the monitor. Which would have not happened, had they updated the warranty over to the replacement monitors tag in the first place forcing me to go through all these steps to prove ownership. I just checking to see if there is something that can be done about this whole situation. This has left a sour taste in my mouth.
* The issue and all of the troubleshooting you have performed
Flickering, especially after waking up from sleep.
Tested with different ports and cables. HDMI, Displayport, swapped cables. Tried different ports on video card. Different Drivers, etc. Factory resets performed on the monitor. BIST test ran. Sleep mode enabled and disabled, same issue.
* PC model - Custom Built
* Operating system - Windows 10 1909
* Video card specifications (video out ports) - Normally Displayport, but tested with HDMI as well, same issue.
* Then detail how the video card is connected to the monitor like this = 2080 Ti -> Full Display Port Cable -> Monitors display port
amstel78
2 Intern
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402 Posts
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December 13th, 2019 10:00
It that Dell didn't transfer the warranty information over to the replacement monitor. But in the end, you did drop it when removing it from its stand. I don't see how you can ask them to replace the monitor due to the cosmetic damage you caused.
GTS81
2 Intern
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2.2K Posts
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December 13th, 2019 11:00
I'd say reach out to @SreejithR but based on your initial post, there's nothing much that can be done except to take this unfortunate incident as an accident. I feel sorry for you.
Do you have accident protection on your purchase through credit card?
TRON_MCP
2 Posts
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December 13th, 2019 11:00
I agree that I caused it. I accept that I damaged the screen portion. But I should have not had to go that far into proving ownership because they failed to transfer the warranty over. Picture of the serial number and service tag was not good enough for them. Thats the part I am mad about. The fact that I had to have a hand written note beside the tag and then take a picture seemed excessive.
amstel78
2 Intern
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402 Posts
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December 13th, 2019 12:00
Indeed. When I had to get my AW768 keyboard replaced under warranty, they wanted me to take a photo of it. Not sure why... it's a keyboard that everyone at Dell ought to be familiar with. The weird thing, is they didn't ask me to take a photo of the underside which has the tag, but just the top of the keyboard showing the keys. It's Dell. Go figure...
r72019
8 Professor
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5.3K Posts
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December 14th, 2019 19:00
Odd, Dell must not have a fixed policy. Or maybe they were stricter with you because it was your second warranty claim. I was in a similar situation. Dell didn't need me to take a photo of anything. They just needed me to provide my service tag, name, email, address, and phone number, and then several days later I got an email from Dell confirming all my info and telling me that my monitor's warranty was successfully transferred. It also shows up under "My products and services", along with my PC, when I click on my profile.
@amstel78 @TRON_MCP