My 8 month old U2515H monitor front panel controls don't work. Can't turn the monitor off. Can't access the on screen menus. I called support and was asked for proof of purchase. That's easy. I sent a copy of the invoice. I purchased the monitor from Amazon of course. Got to love Prime shipping.
I was told that the invoice only has my order number on it. To get service I need the original order number that Amazon used to order the monitor from Dell.
That's pretty silly. I thought the support person was kidding. She is not.
So, now I sit here with a monitor that is on but can't be turned off without pulling the plug. That's an interesting way to manage returns.
Hey, what if every manufacturer insisted on a similar scam? Let's play it out using a new car.
From the "Monitor warranties and replacement instructions (updated 2/4/16)" found in the Wiki =
Monitors without a service tag number purchased from resellers (Amazon, Best Buy, Buy.com, Cost Co, Walmart, Sams, other online store, eBay, Craigslist, etc.)
* Based on the monitor 20 digit PPID serial number date code start date, Dell will warranty the monitor for 3 years for most monitors. There are exceptions (S2340M, S2340L, etc.) which only had 1 year warranties. 24" and smaller Dell monitors do not get a service tag number so you cannot "register" them using the Dell online tools
* You must contact Technical Support for your country (USA 1-866-618-2044) by phone. Tell them to open the Dell internal only Oracle Knowledge Information center
* In the search blank, they should enter PNP13081, then click Search. This brings up the article,
"Dell Monitor Replacement Policy and Procedure - Dell Global Policy". They should read Scenario 7 =
Discussion = The warranty will be 3 years from the embedded date in the 20 digit serial number.
Solution = Set up the monitor replacement against the dummy tag.
* You would provide the following data to the representative if you ever need a monitor replacement within that 3 year period:
Brick or Online Store:
Monitor 20 digit alphanumeric PPID serial number:
Video card ports tested:
* Monitor Factory Reset done
* Monitor failed Self-Test and Built-in Diagnostics
* Post further troubleshooting
Chris - thanks for that. When I called support I told them they had to "open the Dell internal only Oracle Knowledge Information center".
The response was.. "um.. huh?".
What I don't understand is support has all of the above information. Yet they still want the order number Amazon used to purchase the monitor from Dell.
Support has my order number, my invoice, my serial number.
They have everything listed above.
If this is useful here is my ticket number:
They should not need it in this case. You can see from the above picture that the warranty they should provide is, "3 years from the manufacturer date". I do not recognize that number. They should have given you a 9 digit SR number.