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Dell warranty issue xps12 screen
Sent my Dell XPS12 away under warranty having been led to believe Dell would replace the screen.
The monitor still has image retention problems & it turns out Dell didn't replace the screen !! They are now saying I'll have to pay for this as I'm now out of warranty.
I'm extremely disappointed in the way they have handled my case - any suggestions ?
See emails below.
On 15 Jun 2016, at 09:30, UKI_TS_CONS_Notebook@Dell.com> wrote:
Thank you and have a great day.
Thank You for choosing Dell,
For inquiries regarding the status of your Service Request, simply reply back to this email
From:
Good day, I checked the warranty of your device and it is still active. My advise is to send the unit in our depot for repair. To set your expectation the repair will take 10-14 days. All the data will be deleted and physical damage is not covered in the warranty. If you want to proceed, please provide your address, primary and alternate contact number.
Thank you
Dell | Technical Support Specialist
For inquiries regarding the status of your Service Request, simply reply back to this email
From: >
Received: 6/7/16 3:25:03 PM CDT
To: UKI_TS_CONS_Notebook < UKI_TS_CONS_Notebook@Dell.com>
Subject: Re: [#Dell Support RequestXPS 12 9Q23##InWarranty#ARBR]
Bios is up to date - makes no difference.
Dell | Technical Support Specialist
For inquiries regarding the status of your Service Request, simply reply back to this email
From: >
Received: 6/6/16 1:00:06 PM CDT
To: UKI_TS_CONS_Notebook < UKI_TS_CONS_Notebook@Dell.com>
Subject: Re: [#Dell Support RequestXPS 12 9Q23##InWarranty#ARBR]
It is the ‘burn in’ issue which has been documented extensively on the internet. I see the previous imagery as the screen updates.
Dell | Technical Support Specialist
For inquiries regarding the status of your Service Request, simply reply back to this email
From:
Received: 6/5/16 6:52:24 AM CDT
To: UKI_TS_CONS_Notebook < UKI_TS_CONS_Notebook@Dell.com>
Subject: [#Dell Support RequestXPS 12 9Q23##InWarranty#ARBR]
SubjectLine | [#Dell Support RequestXPS 12 9Q23##InWarranty#ARBR] |
CS_IssueCategory | Monitor |
ProblemDescription | monitor is ghosting - know problem requiring lcd replacement |
ErrorMessage | |
RecentChanges | |
Troubleshooting | |
Diagnostics |
CS_ServiceTag | xxxxxxx |
CS_SystemFriendlyName | XPS |
CS_SystemLabel | XPS 12 9Q23 |
ShipDate | |
CS_OperatingSystem | Windows 10 |
CS_OperatingSystemVersion | Windows 3.x_ALL |