2405 arrived defective and Dell Support issues

Question

OMG...Dell support should NOT be this hard to deal with!?!

Over the last 1 1/2 hours I've talked to FIVE different Dell support folks ... the first hung up on me after receiving my information; the second tech transferred me to order support, who proceeded to tell me that they couldn't help because the order had already been deliver; she then transferred me to the "proper" dept, which ended up being laptop support, whereupon a fourth tech told me that HE couldn't help because they don't handle monitors - this is ridiculous, there is NO EXCUSE for this type of shabby service!?!

In the meantime, I've been feverishly combing the Dell support website to figure out how to file an email (or even chat) request - amazingly, though, one can't get past even the introduction page for this type of support without providing a valid "service tag," which I couldn't find on the LCD nor could obtain from any of the support folks I talked to!

Chris or anyone else from Dell, **please help me in resolving this problem**

Here's the issue, then - 2405FPW arrived today, I set it up and connected it to a laptop @ 1920x1200 ... picture shows up, but there is a HORIZONTAL LINE bisecting the entire length of the screen, splitting it exactly in half.

Said line (1 pixel wide, as far as I can tell) shows up whether there's a video input or not (have seen it with no computer connected, and it also shows up with the *three* different computers I connected to this).

At this moment I'm still on hold with Dell tech support h*ll, and it's unclear whether I'll EVER reach anyone who can help me there ... but if my some magical luck someone from Dell sees this post, please email me at netarc@yahoo.com.

Message Edited by netarc on 10-19-2005 05:11 PM

hbhilton · Answer

I've been in H3LL support as well!  You're right, there's no excuse for such shabby service.  I have a monitor that powers off after 15 minutes, then won't work for 2 hours.     It seems to me that they've hired folks who speak English but don't know tech support - it was clear they were just reading a screen of instructions to me on how to troubleshoot the issue.   They had me disconnect the monitor from the PC, power the monitor on and look at the seelf test.  If the problem exists there, it's definitly in the monitor itself, as there is no video card intervention.  You're problem should have immediately been addressed with an RMA (return material authorization) or a hot swap (they ship a new one to you at the same time you ship your's back.   I've been misdirected about 4 times, now have 6 different ticket numbers.  When I insisted that I speak to a supervisor or manager I finally made some progress - got another ticket number, but the supervisor summarized all the tickets thus far, and will authorize a new unit as soon as I provide a serial # (they can't look that up in their files?????)   They are AWFUL, and it certainly has made me think twice about recommending them or buying another!!  I think I'll go to Circuit City and get an HP or a Toshiba next time!

Alleged Custome · Answer

It's really a shame because they make decent equipment and their LCD monitors get pretty good reviews, despite some problems here and there like you guys are having. Is it any wonder their stock is now right around a 52-week low? People have been complaining about Dell technical support for a LONG time now and they never seem to do anything about it.

Metron4 · Answer

Hey there, this might help you. I recently read this CNET review of the Dell XPS 600 system (http://reviews.cnet.com/Dell_XPS_600/4505-3118_7-31457921-2.html?tag=sub), which features the 2405FPW, and it specifically mentions the "line" you have:

"...We're not as excited about the quality of the Dell UltraSharp 2405FPW LCD. It's an excellent display for movie watching and general computing, but LCD refresh rates aren't fast enough to hide the seam that divides each SLI 3D card's workload during 3D gaming..."

Monitors

2405 arrived defective and Dell Support issues

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