Unsolved
This post is more than 5 years old
1 Rookie
•
1 Message
0
1835
December 31st, 2018 15:00
S2716DG, warranty question
I've had this monitor for a couple years, and recently a couple days after I had to move to a new place, the S2716DG started developing vertical lines and splotches of white and dead pixels and intense flickering that make it unusable. I called Dell, and they said they'll send me a replacement since I'm still under warranty, however, they said when they receive my faulty monitor, that they will inspect it for physical damage, and if they find any, then I will be charged full price for the replacement. So I tell them, it is possible that my monitor was damaged when I shipped it here, but I don't know for sure and would I be charged if they found damage I wasn't even aware of? They were very vague and incredibly hard to understand, and kind of brushed it off saying that it should be fine.
I would hate to be charged full MSRP for a replacement due to miscommunication, especially since the MSRP is overpriced compared to what the same product has been listed elsewhere for years now. I also asked support what if there is physical damage to shipping it back to Dell, and they brushed it off too. So what happens if that is the case, or what if they find physical damage internally that I didn't even know about and I get charged for it? And is there a way to simply return the replacement if Dell determines that they won't cover it?
DELL-Chris M
Community Manager
•
56.9K Posts
•
232.1K Points
0
January 2nd, 2019 07:00
would I be charged if they found damage I wasn't even aware of?
* Yes. Which is why you should take digital pictures of the S2716DG panel, bezel, rear, etc. in its current state. The picture ID tag will show the date taken.
I also asked support what if there is physical damage to shipping it back to Dell.
* If support does come back and tell you that it was physically damaged, send them the pictures to verify if the damage they see did or did not happen after it left you.
or what if they find physical damage internally that I didn't even know about and I get charged for it?
* Correct. "Customer Caused Damage" clause in warranty means you would be charged.
is there a way to simply return the replacement if Dell determines that they won't cover it?
* Only if you have not yet shipped the original to Dell. If you take delivery of the replacement and ship the original to Dell, you would have to pay for the replacement if they deem it, "Customer Caused Damage".
Long story short, if you think the S2716DG might have been damaged during the initial shipping and that we are going to deem that as, "Customer Caused Damage", then do not get an exchange. Just move that money to buying a replacement monitor or contact the shipper and find out what they will offer as per the insurance you bought with them.