UNSOLVED
Fourth defective U2713HM in a row
Having not received a response to this letter via e-mail, I've decided to try my luck here.
June 27, 2013
Dear Dell:
It is my great displeasure to inform you that yesterday I received my fourth defective monitor from you in a row, namely the U2713HM revision A01. Here is a complete history of my experience (BL = backlight bleed, CH = crosshatching, DP = dead pixels). Please find attached a picture of the latest defective monitor. I can state without exception that I have never had such an appalling experience with a consumer electronics product. Your quality control is abysmal. I paid for a premium panel and have yet to receive one. On a half-dozen occasions over the past week, I have repeatedly requested that you send me the newest revision of the U2713HM, as numerous sources online report that the problems I have encountered are much less frequent in the latest batch. You, however, have either refused to honor or shown yourselves incapable of honoring this simple and practical request. Furthermore, a FedEx return waybill was missing from each and every replacement monitor I have received. This has meant I've had to make separate arrangements for a return label with your customer service representatives, who are generally very slow in chat. Added to the fact that each and every visit to the shipping store is a special trip for me on public transit, this has been excessively stressful and time-consuming. I have been a Dell customer on and off for fifteen years, and if this continues I seriously doubt I will ever purchase anything you make again. I leave you with a choice: you can either send me a U2713HM free of defects or issue me a complete refund. Do not offer me a U2713H. The U2713H has problems of its own, especially with non-wide-gamut operating systems. I want a flawless U2713HM or a complete refund. This monitor was originally purchased at Newegg.com, order number [removed]. I can be reached via phone after [removed]. I look forward to your prompt and considered response.
Sincerely
[name removed]
[phone number removed]
Since composing and sending this letter, I have learned that the A02 monitor has already begun to ship, and that it contains a new panel to address issues like crosshatching, backlight bleed, etc. Monitors with the new panel may again be numbered A00, owing to additional modifications. See e.g. http://en.community.dell.com/support-forums/peripherals/f/3529/t/19513925.aspx. Supervisors are aware of these problems; see for instance post #833 at http://www.overclock.net/t/1380527/official-dell-u2713hm-2560x1440-semi-glossy-ips-club/830.
My 30-day return window ends on July 12. With the assurance that I might eventually receive a U2713HM with the new panel and no defect unworthy of a premium panel, I'll be happy to hang on. Otherwise I want a refund.
Every single Dell customer service agent will beat around the bush for awhile. Its very difficult to get a straight answer. All we can do is hope there will be a new revision coming out. Nothing is 100% confirmed from the source that i posted.
On a side note, the u2713hm is currently out of stock from Dell,Amazon and other places. So there might be some type of update coming shortly.
viper1337s
4 Posts
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Posted July 1st, 2013 16:00
hopefully they will do a recall because every monitor i received had blacklight bleed, crosshatching and image retention. even the one that im holding on t[o before the revision comes out has it.
Ah i see. Call Dell and ask to speak with a manager because no one seems to be assuring you anything. Ask him about a new revision, why the u2713hm is currently out of stock and if they can do something for you when a new revision comes out. Post what happens here.
I would return your current monitor to get a full refund and wait for a new revision. Unless you got some type of good deal then im not sure. I returned my 2713hm a month ago for a full refund and I am currently waiting for Dell to do something since these issues are bit ridiculous and widely known.
Just got off the phone with what I assume was a supervisor. He assured me that monitor #5 with a "new part number," according to the engineers, is headed my way. I asked him several times to confirm that this is indeed the revision A02 with the SLC1 LG panel. He said yes. I'll report back.
DELL-Chris M
Community Manager
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56891 Posts
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232143 Points
835
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Posted July 1st, 2013 10:00
Jarno82,
You cannot post (name, service tags, etc.) all of that private information on the Forum. At this point, only an Order Support manager can authorize a credit return. We cannot facilitate that through the Forum.
DELL-Chris M (old account)
#IWork4Dell