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2005 FPW Refurbished Replacement?
After only 19 days of using my brand new 2005 FPW I began to notice a persistant image in my screen. After trying several different fixes and seeing no results I contacted Dell who promptly agreed to replace my monitor. Once I received my "new" replacement monitor it was quickly apparent to me that I had received a refurbished monitor. This is unacceptable for the amount of money I just dropped on this monitor. When I inquired as to why I was sent a refurbished monitor I was told that it was a mistake and that I would be receiving a new one very soon. They then called back and said that I had contacted them 22 days after purchasing my monitor and they only send out brand new replacements if they're contacted within 21 days. This is ridiculous. I now have 2 of these monitors 1 brand new one with a persistant image or ghost in it, and another year and a half old monitor, with clearly inferior performance issues and which probably has a reason it had to be refurbished in the first place. I can't believe I'm sitting here trying to decide which of these two "high performance" monitors is worse so I can figure out which one to send back to Dell.
- I've been through 2 of these. The last one I got was a Refurbished A03 made in Mexico and it still has the problem.I told the tech support guy and then the manager I spoke to, that I wanted a new replacement, not a refurbished one - the product is such poor quality to begin with.So the manager first he told me that refurbished is just a tag and the monitor is essentially just the same a new monitor. I told him that it's not just a tag - it's a monitor someone has sent back because it was bad, which has then been repaired.Then he told me that their policy says that they can ONLY send out refurbished monitors.I looked up the Warrant Info, both on my original machine and on their online statement, and it clearly states that they can send out either a NEW or refurbished replacement.The manager kept on saying that it's their policy - I tried to explain to him that they can't give the customer one policy at the time of sale, and then follow their own set of different policies - that would be illegal.He didn't believe me about the warranty info, so I had to walk him through the warranty on DELLS own website - including leading him to the exact words!!After this, he put me on hold, to go check something and he came back and said that the monitor was not really refurbished. It was really new. They just have to put a refurbished sticker on due to some US law!! Totally ridiculous!!Now waiting for him to check something else and get back to me.This is pretty shameful on DELLs part. They used to have really good customer service but it's gone completely downhill.I'm thinking of filing a complaint with some consumer protection agency regarding the 2005 FPW given the number of complaints about it.Anyone know a good way to go about doing this.BTW, I have 2 1901 FP monitors at home - they render black backgrounds perfectly, no backlight, no greyish hue. Makes me even less ready to live with a more expensive monitor which performs worse.
- if that was some outsourced support in india or something its just that he doesnt have a clue, i happen to know for a fact they have the abilitity to book up either refurbished or new, and if it says refurbished on it, it IS refurbished.
Btw they will also have been logging the calls since the 1st time you phoned up so although its well over 21 days now, if you reported the fault in time they have no choice but to offer a new monitor. If i was you id be wanting to write a letter to micheal dell himselfMessage Edited by Mark1025 on 05-12-200601:34 PM
- Thanks for the feedback.Actually its a year old. I just started using it for games, since I got a powerful enough video card to handle native resolution - which was when I noticed that it cannot display pure "black".Anyway, since their policy states that they can send a NEW or REFURB. replacement, I think for a monitor with quality this bad, I should be demanding a NEW replacement, since the refurbs are probably models returned for the same reasons and "fixed"Who knows, with the number of models people are returning before they get a good one, you may end up getting one which you returned 3 tries ago :smileyhappy:Just wondering if there's some consumer protection recourse for this.
Message Edited by dezzi on 05-12-200605:38 PM
- Just an update for those interested.Got this escalated, supposedly as high as it would go (given that I'm not their biggest customer).On the plus side, guy I spoke to was the first reasonable person I've spoken to.- They agreed that the managers actions were out-of-line. Not sure what they'll do about it.- They refused to send me a new replacement due to the time frame. I think they should change their policy accordingly and not have it say that they'll send out a NEW or REFURBISHED replacement after 21 days, if they ONLY ever send out REFURBISHED monitors. This is deceitful in my view.- He did promise that he'd have someone look at these forum threads, to get an idea of how many people are having problems with this monitor, so keep on posting here. Maybe some good will come of it.- This will be my last purchase from Dell and will also be telling anyone I know about this. I used to buy from them for their service but doesn't make any sense to do this any longer.
Mark1025
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Posted April 18th, 2006 19:00