Dell UltraSharp 32' PremierColor UltraHD Monitor

Question

Please assist me with the attached image. I bought this screen in 2019 for almost R24k, a premium product. I’ve done everything I possibly can to take great care of it and still have the original box and packaging when I’ve needed to move it (very few times). It’s an office editing monitor.    I used it last on Friday 26th June until at least 15:00. When I tried to use it again on the Monday morning, the left half of the screen has a dark black & damage lines.  I can only assume it was a power surge as I do know Eskom was working on a sub station out-side our building over that weekend. That said it was plugged into a surge protected plug (also in the image attached) so I’m not really sue what caused the damage. It’s never been dropped or scratched. Outside appearance is basically new.  The screen was assessed by Part Serve and they advised that it is irreparable due to lack of parts? I then tried to claim this from my insurance who had it independently assessed. Their assessor advised that the screen has failed due to normal 'wear & tear'. As such Discovery has rejected my claim. As I’m sure you understand I’m not happy with this result. Having paid a premium price for a 'premium product' to have it fail, and not having parts to repair it, is very disappointing. What can Dell SA do about this please?

ejn63 · Accepted Answer

Dell does not supply monitor repair parts -- neither do other monitor manufacturers. The panel is most of the cost of the monitor, and beyond that monitors are not designed for repair -- they're often glued together, making repairs range from difficult to impossible.

This monitor has a damaged display panel. Whatever caused it, it's not going to be repairable short of replacing the monitor.

There's nothing Dell can do here -- you will need a new monitor.

Due South · Answer

@ejn63​ Thank you for the feedback. I just cannot accept that a premium product doesn't carry parts support. Understand that its 7 years old but thats exactly the point. It's practically in 'brand new' condition. Surely someone has parts for this repair and Dell can point me in the right direction.

DELL-ChrisM2 · Answer

I just cannot accept that a premium product doesn't carry parts support.* In the case of a Dell monitor you must accept it.* Read through = Dell does not have monitor repair service

ejn63 · Answer

@Due South​  You can try to source a panel, but you're going to find a 32' panel well over $1000 US, and if you have to pay a shop for labor, you'll spend more than what a replacement monitor will cost. Over 90% of the cost of a monitor is the panel, which is why they're not economical to repair even if you can find a replacement part.

Due South · Answer

Can anyone confirm the below is still associated with Dell. I got this off their customer support page but the e-mails bounce back and number "doesn't exist". Who are Dell's authorised repair centres in South Africa?

ejn63 · Answer

Re-read the responses above -- no Dell authorized repair center will have parts or repair available for your monitor.

Dell does not repair monitors at all.

You can try a local electronics repair shop to see if they can source the panel you need and replace it. I would get a firm quote on the repair and carefully evaluate the repair terms -- particularly the warranty -- on the repair. You likely won't get more than 90 days on the repair and you'll be spending over $1000 US, assuming they can find a replacement panel somewhere on the aftermarket (or source a monitor that has failed other than with a broken screen and swap your mainboard into that monitor).

Due South · Answer

@ejn63​ Thank you but please re-read my question. Dell has these contact numbers for support in South Africa but they do not work? So who is the authorised sellers / dealers in South Africa? I've already had the screen assessed by two local electronics repair shops and they both advise 'parts are not available'. I'm not a technician but the screen itself doesn't seem damaged rather a component inside which is likely replaceable 'IF' the parts are available. I'm just flabbergasted that getting hold of someone from Dell (on an official representative in South Africa) is so complicated? No need to reply if you cannot assist.

ejn63 · Answer

The two shops' answers are correct -- the screen is damaged and would need to be replaced. You seem unwilling to recognize that fact.

The one you post may no longer be in business -- it's the same company.

Try

https://www.firstshop.co.za/

Authorized dealers aren't going to help any more than the ones you've already tried. As you've been told by both Dell and by me, there is no authorized service for Dell monitors -- they are not repaired. They're replaced if they fail under warranty.

Customer Care

Dell UltraSharp 32" PremierColor UltraHD Monitor

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