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June 29th, 2013 16:00
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.
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DELL-Chris M
Community Manager
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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.
Jarno82
24 Posts
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July 1st, 2013 11:00
You can, however, address my concerns about somehow receiving an updated panel.
Mattgfx
24 Posts
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July 1st, 2013 15:00
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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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.
Mattgfx
24 Posts
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July 1st, 2013 16:00
I can tell you that there is a 0% chance that they will do a full recall. Best bet is getting a newer one when they come out.
Jarno82
24 Posts
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July 1st, 2013 16:00
Thanks for the helpful reply. Do you think it's worth waiting beyond my 30-day return window in hopes of ultimately receiving an updated panel?
Mattgfx
24 Posts
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July 1st, 2013 16:00
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.
Mattgfx
24 Posts
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July 1st, 2013 16:00
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.
Jarno82
24 Posts
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July 1st, 2013 16:00
Well, I don't mean a recall. I mean getting some kind of assurance that I can exchange this monitor for a fixed version beyond the 30-day window.
Jarno82
24 Posts
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July 1st, 2013 17:00
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.
Mattgfx
24 Posts
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July 1st, 2013 18:00
Thats great news then! Hopefully he sends you an A02. Check the build date also on the monitor. Keep me posted in this thread or over on www.overclock.net in the U2713HM thread you found before.
Jarno82
24 Posts
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July 5th, 2013 09:00
They sent me a U2713H, revision A01, manufactured in December 2012.
Mattgfx
24 Posts
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July 5th, 2013 09:00
They probably upgraded you?
Mattgfx
24 Posts
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July 5th, 2013 10:00
All good man, i know what you are going through. I am just playing the waiting game now for a new rev to come out. Hopefully soon. I dont think the info about rev 02 is wrong, its just taking awhile to get out.
Jarno82
24 Posts
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July 5th, 2013 10:00
I wouldn't wish a Dell monitor on anybody at this point. =P