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Warranty and Exchange instructions (1/23/19)


Being a USA based Forum, the policies discussed here are for Dell USA customers. If you are not in the USA, please contact Dell Technical Support for your country to discuss the applicable Dell policies.

No onsite technician =
Dell does not send onsite technicians to troubleshoot monitor issues. All monitor troubleshooting must be done via the Forum, Phone, Email, or Chat.

Refurbished (Dell Outlet) monitor exchange policy =
A Dell Outlet Refurbished monitor purchase carries a 90 day warranty. All exchanges within that 90 days would of course be refurbished.

Replacement monitor policy =
* Keep all of your cabling. We do not ship any cabling when doing a monitor exchange
* If the monitor exchange is setup inside the first 30 days from the Dell invoice date, the replacement will be New
* If the monitor exchange is setup outside the first 30 days from the Dell invoice date, the replacement will be refurbished/used. The refurbished/used monitor could have any of the following and still be acceptable to Dell, meaning that you will not get to exchange it =
* Cosmetic issues on stand, monitor bezel, etc. that do not effect panel performance
* Less than 6 stuck dark pixels
* If the model is not available, the replacement/substitute is based on the following in descending order of importance =
- Current market price of the original monitor
- Size of the original monitor
- Maximum resolution of the original monitor
- Ports available on the original monitor
* Refurbished/used monitors do not ship with any cables nor are they in the original box
* Refurbished/used monitors service tag may be from a different region which is why you do not see it on your regions Dell website. The original warranty period end date remains the same

Purchased from Dell with Service Tag
If purchased directly from Dell and your monitor came with a Dell service tag number, this registers you to the monitor as well as giving you a Dell Order and Dell Customer number. Contact Technical Support for your country by Phone, Email, or Chat and provide to them the following information -
Name:
Email address:
Shipping address:
Phone number:
Monitor Service Tag number:
Monitor 20 digit alphanumeric PPID serial number:
Issue:
Troubleshooting performed:
* Monitor Factory Reset done
* Monitor Self-Test and Built-in Diagnostics done
* Post further troubleshooting

Purchased from Dell, no Service Tag
Monitors without a service tag number cannot be registered online or added to your existing Dell products or customer number database. When purchased from Dell, you receive a Dell Order and Dell Customer number. This order number automatically "registers" you to the monitor and tells the start and end date of the purchased warranty. Contact Technical Support for your country by Phone, Email, or Chat and provide to them the following information -
Name:
Email address:
Shipping address:
Phone number:
Monitor order number:
Monitor 20 digit alphanumeric PPID serial number:
Operating system:
Video card:
Video card ports tested:
Issue:
Troubleshooting performed:
* Monitor Factory Reset done
* Monitor failed Self-Test and Built-in Diagnostics
* Post further troubleshooting

Purchased from retailer/reseller with Service Tag (Amazon, Best Buy, Buy.com, Cost Co, Sams, Newegg, Walmart)
* The monitor service tag has to be in your name, address, phone, email, etc. before any warranty will be validated. Go to this site and register the monitor service tag in your name. Once completed in 15 business days, you will get an email from Dell stating that it is done
* Dell will use the standard 3 year warranty (Excluding the S consumer monitors which only have a 1 year warranty. The S gaming monitors have 3 year) as shown by the purchase date on the store receipt. You must provide a picture of the store receipt showing the purchase date and amount. All replacements will be refurbished/used
* Contact Technical Support for your country by Phone, Email, or Chat and provide to them the following information -
Name:
Email address:
Shipping address:
Phone number:
Monitor Service Tag number:
Monitor 20 digit alphanumeric PPID serial number:
Issue:
Troubleshooting performed:
* Monitor Factory Reset done
* Monitor failed Self-Test and Built-in Diagnostics
* Post further troubleshooting

Purchased from retailer/reseller no Service Tag (Amazon, Best Buy, Buy.com, Cost Co, Sams, Newegg, Walmart, or other online store, eBay, etc.)
* Dell will use the standard 3 year warranty (Excluding the S consumer monitors which only have a 1 year warranty. The S gaming monitors have 3 year) as shown by the 20 digit PPID serial number code start date. All replacements will be R/U. There are exceptions (S2340M, S2340L, etc.) which only had 1 year warranties. 
* Contact Technical Support for your country by Phone, Email, or Chat. 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". They should read Scenario 7 

Scenario 7 =
Discussion: The customer is unable to provide a Dell Order number or monitor Service Tag number. The only information the customer has is the 20 digit PPID serial number for the monitor.
Warranty Length: 3 years from the monitor manufacture date embedded in the 20 digit PPID serial number
Replacement Procedure: 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 address and copy of sales invoice:
Monitor model:
Monitor 20 digit alphanumeric PPID serial number:
[Your]
Email address:
Name:
Shipping address:
Phone number:
Operating system:
Video card:
Video card ports tested:
Issue:
Troubleshooting performed:
* Monitor Factory Reset done
* Monitor failed Self-Test and Built-in Diagnostics
* Post further troubleshooting

Purchased from previous owner
* Dell will use the standard 3 year warranty (Excluding the S consumer monitors which only have a 1 year warranty. The S gaming monitors have 3 year) as shown by the service tag number or if not available, the 20 digit PPID serial number date code start date. All replacements will be refurbished/used
* Contact Technical Support for your country by Phone, Email, or Chat. 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". They should read Scenario 7

Monitor Service Tag cannot be identified by Dell Support in your region
If Dell support in your region could not identify the service tag number, this means it was originally sold out of a different region of the world. If that is the case, you cannot register it with Dell. You and Dell support for your region would follow this warranty policy =
Discussion: The customer is unable to provide a Dell Order number or Service Tag number or the Service Tag number fails to appear in your region
Warranty Length: 3 years from the monitor manufacture date embedded in the 20 digit PPID serial number
Replacement Procedure: 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 address and copy of sales invoice:
Monitor model:
Monitor 20 digit alphanumeric PPID serial number:
[Your]
Email address:
Name:
Shipping address:
Phone number:
Operating system:
Video card:
Video card ports tested:
Issue:
Troubleshooting performed:
* Monitor Factory Reset done
* Monitor failed Self-Test and Built-in Diagnostics
* Post further troubleshooting

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