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November 3rd, 2016 08:00

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:

Hi

Good day, no worries I will create the service request in the system. Please be reminded that all the data on the unit will be deleted, physical damage not covered in the warranty and please don't include the accessories during the collection. The repair usually takes 10-15 days, but we will do our best to expedite the process for you.You will receive a call from UPS to confirm the schedule of the unit collection. To track the status of the repair you can visit our website at www.dell.aftermarketrepair.com . You can also send me an email if you have question.

Thank you and have a great day.

Thank You for choosing Dell,

Dell | Technical Support Specialist
For inquiries regarding the status of your Service Request, simply reply back to this email

--- Original Message ---

From:

On 8 Jun 2016, at 11:46, < UKI_TS_CONS_Notebook@Dell.com> wrote:

Hi,

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

Thank You for choosing Dell,
Dell | Technical Support Specialist
For inquiries regarding the status of your Service Request, simply reply back to this email

--- Original Message ---
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.

Regards,

On 7 Jun 2016, at 15:09, < UKI_TS_CONS_Notebook@Dell.com> wrote:

Hi,

May I know if you have tried to install the latest BIOS update for the system?

If you have installed the latest drivers already and we still encounter the problem, the unit needs repair. We advise to send it in our depot for us to be able to fix the issue. To set your expectation, usually it will take 10-14 days.

Thank you.

Thank You for choosing Dell,
Dell | Technical Support Specialist
For inquiries regarding the status of your Service Request, simply reply back to this email

--- Original Message ---
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.

I understand Dell are replacing the affected LCD’s.

Thanks,

On 6 Jun 2016, at 17:19,< UKI_TS_CONS_Notebook@Dell.com> wrote:

Hi,

Thank you for your email, I apologize that you encounter a problem on your monitor. May I know the troubleshooting steps you have done so far?

Thank you.

Thank You for choosing Dell,
Dell | Technical Support Specialist
For inquiries regarding the status of your Service Request, simply reply back to this email

--- Original Message ---
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]

BEGINTechnicalSupportREQUEST

SubjectLine

[#Dell Support RequestXPS 12 9Q23##InWarranty#ARBR]

BEGINIssueCategories

CS_IssueCategory	Monitor
ProblemDescription	monitor is ghosting - know problem requiring lcd replacement
ErrorMessage
RecentChanges
Troubleshooting
Diagnostics

BEGINProductInformation

CS_ServiceTag	xxxxxxx
CS_SystemFriendlyName	XPS
CS_SystemLabel	XPS 12 9Q23
ShipDate
CS_OperatingSystem	Windows 10
CS_OperatingSystemVersion	Windows 3.x_ALL

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Dell warranty issue xps12 screen