als55
1 Copper

S2009W monitor and AX510 sound bar

 I contacted Dell chat to verify that AX510 will work with my new monitor S2009W and existing Dimension 4600 as it wasn't clear it would work via the web.   Was told it will.  Ordered.  Came and had an issue with needing a place to power it.  Contacted chat tech support 2 add'l times to get this resolved and both times was told AX510 was the correct sound bar and it should plug into my monitor -- both times was pointed to the S2009W manual to follow the instructions.  I tell them my problem is with step #3 "Connect the the Soundbar with the DC power connector" then Dell finally realizes that AX510PA is needed after more consulation with other techies.  If one puts S2009W in the cart and adds the sound bar as an accessory, AX510 comes up NOT AX510PA.  There are serious issues with the content of the web site and however tech chat debugs issues.  I still have yet to get this resolved.  Would be nice if I could order just the power adapter but I am told that is not possible.  Be forewarned if you are looking at purchasing a sound bar for your monitor, double and triple check which one you should order. 

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23 Replies
Moderator
Moderator

Re: S2009W monitor and AX510 sound bar

als55,

I need the following information in a private message -
Name:
Email Address:
Shipping address:
Phone number:
Monitor 20 digit PPID number:
Monitor Order number:
Reason: Shipped C730C AX510, needed DW711 AX510PA

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als55
1 Copper

Re: S2009W monitor and AX510 sound bar

UPDATE: 4/6/09 - I have now talked to 8 people at Dell bouncing back and forth between customer support, sales and tech support. Again, I'm getting the run around. I have again in length talked with someone about the correct dell sound bar - they are NOW telling me that AX510 is the correct one and it has stereo for 34.99. When I NOW look at the website for my monitor - AX510PA comes up for 27.99. (part number 313-6413). When the rep tells me it's my choice as to whether I want stereo or not -- stereo comes with 313-6412) it's my choice. I explain that 313-6412 is what was shipped to me and I have not ***' ability to plug the power cord into my monitor and she assures me that 6412 comes with the power adapter. IT DOES NOT!!!!!! She talks about shipping -- when do I want this -- I say I wanted it a month ago when I placed my first order for a correct so we go thru the shipping prices and I say that I want the 4.99 shipping as I did previously and now it's gone up to 6.99. I THINK I"M STILL GETTING SOMEONE TO PICK THIS UP BY SOMEONE FOR FREE, but who knows. I'm now being transferred to my 10th person. THIS IS MY LAST DELL. This isn't rocket science people!  Also, someone in the states should take a look at this call and the others that are so SIMPLE to solve and are not being solved correctly.  BTW, I'm still on hold after 3 minutes for my 10th person.

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als55
1 Copper

Re: S2009W monitor and AX510 sound bar

Now, after my 10th person, I have been told that I can not ship my sound bar back for free - I asked for  a manager now and was told the manager is going to tell me the exact same things, can't ship back for a return since it has been greater than 21 days and ........  RIDICULOUS.

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als55
1 Copper

Re: S2009W monitor and AX510 sound bar

Talking with Naveen - mgr and keeps apologizing return can not be placed because I didn't not CALL within 21 days.  When I explain that I have 2 chats that I can email trying to get this fixed he is not interested in these two chats - I don't have a previous customer care number - there is nothing he can do.    I have worked for customer support at a MAJOR company and we would NEVER treat a customer like this.  My total time this morning is over 1 hr with nothing solved.

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als55
1 Copper

Re: S2009W monitor and AX510 sound bar

Chris M,

I just found this today as I was looking to update this.  I do have to say that when I looked at the website today when disputing with Melanie (I believe) that 313-6412 and 313-6413 are the same stereo sound bar, one just has a power adapter to it NOT as she proclaims that 313-6413 is not stereo, it appears it is NOW correct as AX510PA (313-6413) comes up. 

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als55
1 Copper

Re: S2009W monitor and AX510 sound bar

I just received a call from someone somewhere from Dell wanting to know if my issue has been resolved?  HUH?  NO!  Can you not see what has transpired --- after explaining everything again she told me NOTHING can be done and can she contact me tomorrow?  Contact me why? So I can know how this is resolved.  HUH?  It's resolved when you send me the part I need AND I don't have to pay for shipping the part back AND get a reimbursement for an issue that is because of DELL's tech support/sales support and such.  Seriously!  You are going to call me WHY?  Well, I don' t have to.  BUT, WHY would you call me?  What is the goal?  Well, to tell you why you didn't get your power adapter.  OK.  You don't need to call me to me on that one.  As I have just explained -- you SENT me the wrong one.  Whatever script your dell tech people use, it's WRONG!  FIX IT!  It appears the website is correct, BUT whatever the support people are using, IT"S WRONG!  FIX IT!  It's not difficult.  when you find the person who is actually willing to understand the problem and fix it, have them call me.  I'm NOT interested in being UPSET again by the fact that you can't seem to solve this when it's DELL's problem in the first place.  IF I HAD MADE THE ERROR, I wouldn't even have the issue.  SINCE I contact DELL in the first place to get the correct part --.  BTW, I also contacted them on another part that I had a problem with because I thought (incorrectly) that they were knowledgable, they sent me a worthless part I just wrote that one off.   RIDICULOUS!  When the customer is more knowledgable than the Dell support person, there are problems.   Seriously, Dell don't call me unless you are willing to solve the problem.  Don't anger me anymore!

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piperman1
1 Copper

Re: S2009W monitor and AX510 sound bar

I was interested in this as i ordered a sound bar with my monitor ......least u helped me to verify mine is correct so all should be well ...iffy tho i know.....I was hoping to see a post saying urs is resolved .This is sad DELL as its a small issue u have let fester into hard feelings ...Why dont u send the part  and resolve this ????

      I purchased a couple of puters not long ago and also started with the stupid replies and transfers till on day 2 someone noticed it had only been 12 days since i got my puters ...well then the whole world at dell changed i was transfered to a 21 day specialist , yep there is such a dell helper.. the missing disk was overnited to me so i was ok ....Really need to stay within that 21 day span it seems ......good luck hope u get it  ..michael

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Moderator
Moderator

Re: S2009W monitor and AX510 sound bar

als55,

I setup exchange 114407464 on 4/7 to replace the AX510 Soundbar with the AX510PA (power adapter) soundbar. When you receive it, there will be a return airbill.

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piperman1
1 Copper

Re: S2009W monitor and AX510 sound bar

Aloha..........Glad to see chris ...........

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