2005FPW - Replacements Sent are Refurbs?

Question

Just wondering, for those who have had issues with LCD monitors and needed Dell to send a replacement, did you notice the replacement was a refurbished monitor? I ask because I recently called Dell support regarding my new 2005FPW that had considerable backlight bleeding. See images: http://www.flickr.com/photos/57505494@N00/135774053/ http://www.flickr.com/photos/57505494@N00/135774051/ Anyway, I received the replacement monitor, but it was obviously used or refurbished. I closely examined the monitor and it had the following issues: 1. Defect on the screen 2. Scratches on the frame 3. Smudges on the screen that couldn't be removed with cleaners 4. Picture not as bright....(I had to totally adjust the settings in order to get the colors close to my current 2005FPW) Furthermore, the monitor was shipped with just a plastic bag over the screen. It didn't include the protective plastic that comes with the factory new monitors. I was just wondering if people had the same experience? I want to send this back as well, but now I feel like it's a lottery to get a replacement that fixes all of the above issues....

shizzle · Answer

I didn't mention it, but I purchased this monitor last week.

SR45 · Answer

After the 21 day return policy period, Dell sends out a refurbished monitor and just about everything else.  Under the 21 days, you get brand new.  Policy has been in place for a long time

SR45 · Answer

Call Dell right now, and get a new replacement, not a refurbished one.  Dell pulled the same on me once, sending me a refurbished monitor and I called telling them of the mistake and they made it right.

shizzle · Answer

Thanks. I think I have to wait until Monday to talk to Customer Care since they're only open M-F. The department that ships out the monitors said I must speak with them since they can only send refurbs out at their location.

SR45 · Answer

Good luck...  If you don't get satisfaction, than ask to speak with a supervisor.  Be as polite as possible but demand a new monitor since its still under the 21 days, which started on the invoice or ship date and not when you received it...

Mark1025 · Answer

also just looked at those images, you recieved a seriously bad monitor there. I bought the same model a few weeks ago and got a replacment new 1 sent out which is fairly ok. Even the original 1 i had wasnt 1/2 as bad as that

Mark1025 · Answer

you may have been dealing with a business technical support department which would typically only replace monitors with refurbishments regardless of when it was bought. Otherwise it was the correct department and just didnt see it was under 21 days. Id suggest calling up the same technical support as before and demanding a replacement new monitor, your within your rights to get 1 even if its outwidth the 21 days now i would say, if they refuse just speak to a manager. Usually the tech you speak to wont have the authorisation to book up outwidth warrenty

shizzle · Answer

Here's the latest.  I called Dell about the refurb and they acknowledged the mistake and had another one sent to me.  The 2nd replacement was brand new and didn't have the backlight bleeding issues.  It is an LG just like the original, but the manufacture date was April 2006.  The original was February 2006 so I suppose the issues are still prevalent.   Anyway, I'm a happy camper now.  Actually, I want to keep the refurb that was sent.  I wonder if Dell will let me purchase it at a discount??

SR45 · Answer

You can find out if they would do a discount.  No harm in trying.  Good luck

Mark1025 · Answer

doubt it, would need to speak to an account manager or the sales dept, maybe if you kicked up a fuss there and spoke to a manager about the trouble you went through to finally get a new monitor they could give it discounted but i dunno..doubtful. Could always just keep the refurb and let them charge you

shizzle · Answer

But then they would charge me full price for the refurb. I'll just give them a call and find out. Thanks!!

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