Very unpleasant situation with my U2711

When you buy from a reseller, you are on your own. The seller must provide the warranty. It's like buying it from a private person or on Ebay. Dell only warranties monitors that are sold by Dell. Dell has their own sales site and does not sell on Amazon or Ebay. Usually monitors have only a 1 year warranty and the year is up. The seller sounds shady and could have misrepresented the length of the warranty. OSK is an overstock site. Dell does not fix monitors, just replaces them under warranty.  I'm afraid you are out of luck.

cozdas

Send me the following information via private message. Click my username and then Start a Conversation -
Email Address:
Name:
Shipping Address:
Phone Number:
U2711 Service Tag number:

DELL-Chris M,

Thanks a lot for your time, I've sent you a private message with the info you requested.

Thanks

Marry G,

Thanks for the comment. Hopefully you are wrong, we will see :o)

What I don't understand and won't accept is that from Dell's point of view they sold a defective product to the market, received the full payment and although it's still in the warranty period they are refusing to replace the defective item because they don't like who owns it at the moment. Dell should not care whose hands the monitor is in.

From Dell's perspective they sold a broken item and received full price.

From my perspective I paid the full price and received an defective brand new item which is under Dell's warranty.

What it has anything to do with my knowing (or not) the ZIP code of the seller? To my knowledge I'm the original and the only owner. It's possible that the seller fooled me. But then again none of these can change the fact that the monitor is defective and still under the 3yr warranty period which Dell confirms.

After some private message exchanges, I'm informed that Dell has transferred the ownership to my account.

Thanks Chris M.

I spoke too soon,

After receiving this comment from Chris M ....

"Your request to transfer ownership of Service Tag XXXXXXX has been done. The warranty ends on 4/14/2013. DellServ has all of the corrected information in it when I search for the service tag. So technical support should now be able to setup a monitor exchange."

... I contact the technical support via email as they wanted me to do saying that ownership transfer is done and I asked the next step.

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on the 12th day I left a voice mail as I was told to...

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Then I contacted the technical support once more this time with online chat (so that the whole discussion be in the records). session ID: 53476419 . After more than 45 minutes of searching, they figured out that my ownership transfer request is in pending state and provided me the email of the ownership transfer validation team's email and said that I can ask them the status directly. I did...

Next day they told me that they sent an email to the previous owner to get their OK about the transfer and it'd take between 10-15 days to verify the transfer. They asked me if I have the invoice. I sent them the invoice I received from Amazon.

And without waiting my response they closed the case with this notification

STATUS: Denied    COMMENTS:  The current owner of this tag has not responded to requests for validation.  Please contact the original owner and resubmit your request with updated information. Please email xxx @ dell.com with any questions or concerns.

SERIOUSLY DELL ? !?!? The previous owner (which is an Amazon reseller) is unreachable. This is what I told you in the first place and after waiting 13 days you tell me what I've already told you?

Your support system is so disconnected, so poorly designed that you burnt my so many hours unnecessarily. And this is happening for a device which was the most expensive one in it's category when I bought it.

I'm determined though (already spent rediculus amount of time on this), I'm determined to push this as much as I can even to the consumer protection agencies.

I'll update this topic as I receive more information.

I'm in pretty much the same situation with Dell support is Australia. I have tried and tried to contact Dell. Last phone convo I had "Someone will get back to you within 2 business days" It's never happened. Screen is now totally unusable. I'm thinking of emailing Michael Dell himself in order to get some resolution. Why Dell wont honor a 3 year warranty on a screen that was made only last year with a well known and documented issue is beyond me. I purchased my screen from eBay and the seller has since closed his store. I've been a very loyal Dell customer both for personal and corporate purchases after this no way I would want to deal with them again. Any help would be appreciated.

Look at Logitech and their warranty department. They may take a while to process the actually swap of something faulty but they do it no questions asked and its with in a week - which isn't bad considering I live in the most remote city in the world!

I don't even want a replacement. I just want to register my warranties, on my NEW monitors, and they tell me, "the warranty is registered to someone in Canada." Excuse me? I just bought it brand new in the U.S. from one of the largest e-tailors in the world, and they do not have a used monitor section! I don't like people wasting my time, especially people who I paid for a product/service and are contractually bound to provide that service.

Oh, and another thing, we the people need to keep threads like this alive until Dell realizes that it is more beneficial to stop wasting their customers time. I paid thousands, when I could of paid hundreds (U3011 and 3xu2711), and this level of service is unacceptable!

Also, I created a blog about eBay and their ruthless seller practices. I think this situation warrants the same type of attention. There is no reason why companies like EVGA can do streamline warranty transfers and Dell has to treat their customers like liars.

I am also in the same situation, but I bought 4 monitors NEW from newegg. This red tape is ridiculous. Why would Dell keep putting their loyal customers through all this? How may people call to transfer a warranty for a monitor they don't even own?  And Dell wonders why their stock price is at an all time low...

Its not like I want a refund, I'd be more than happy with a refurb replacement. I'll even pay the postage! So many people have had the exact same issue with this screen it gradually get worse. So many people are going to be annoyed when theirs fails just after warranty. Mine started a very quick "flick" every once in a while to happening every day then every hour then all the time to just the right hand side of the screen now to the whole screen just displaying the colors :/

Here is a more recent reply from Dell (dated Sep 21, 2012)

Cuneyt

The unit appears to have been resold since it was originally purchased as the unit is registered to another reseller. There is no identifying factors on your invoice to show the seller and the Amazon Marketplace is merely a third party seller location just like eBay, so your purchase is on an as-is basis at your own risk, with no guarantee that ownership will be transferred into your name.

When you request a transfer, we must validate that the transfer is something that can proceed, either via previous owner information provided at the time the request is made, or via contacting the current registered owner. The invoice provided provides no information to us that would match our records and we have been unsuccessful in getting into contact with the current registered owner to validate with them directly and obtain approval from them to transfer ownership away from their account.

Whenever someone requests a transfer of ownership, Dell has absolutely no way to know if that unit is eligible for transfer or whether it has possibly been compromised from the current registered owner. We believe that if you purchased equipment directly from Dell, you would prefer that we contact you directly if someone is requesting to transfer ownership of equipment you purchased to make sure you are aware of the transfer, or if you have possibly had the system compromised from your possession and need the transfer blocked. We afford these protections to all of our customers and physical possession will not guarantee the ownership can be changed into your name.

We suggest you go back to whomever you purchased the equipment from for further assistance, but at this current time we cannot transfer ownership into your name. Even if you speak with a supervisor, they will message to you the same information that we have already provided to you and will be unable to provide any type of exception.

Thank you
Dell Ownership Validation

I haven't replied it yet since I didn't have internet access for the last few days I just saw the mail. As I said I'm sharing the whole communication with the community.

This is what   me off:
- I tell Dell that the reseller is unreachable (who is the prev owner in Dell's records I believe) and I ask Dell what to do
- After many days they confirm that they are unreachable
- Then come up with this possible solution: "We suggest you go back to whomever you purchased the equipment from for further assistance"?!

I'm all for protecting the owner sure. But Dell interprets previous owner's being unreachable as if they have "declined" the ownership transfer request. Which confirms my (who is considered as a possible thief at this stage) story. I'm having hard time to understand, how is this protecting anyone? This is getting very interesting indeed.

I have a couple of suggestions:

1) Did you show Dell your bill of sale?  I tried finding this in the thread, but didn't see it.  (I'm very sorry if it is there and I didn't see it.)

2) I've found Amazon.com can be helpful in contacting sellers and/or standing behind a product when you can't get warranty support.  Maybe I've been lucky, but this has also been true for stuff sold through Amazon.com.

Another thought is to have Amazon.com provide you a clear proof of sale / ownership to Dell.  The other point to make with Amazon.com is the seller did NOT complete the transfer, as he didn't transfer the warranty.  He sold it as new (and with a warranty, which it has but is not in your name).

3) Find out about legal recourse with Amazon.com and/or Dell to find out the name of the seller and how to contact him.  You should be able to get a court order for either or both of them based upon your bill of sale.  Also simply contacting the legal department of either Amazon.com or Dell might get the information you need.

Clearly, this person is committing fraud and theft.  These are criminal charges and you might be able to get your local police and/or DA to help out.  If you can get them behind you (remember they're busy and you need to get their interest), but again with them behind you they'll have the money and resources to find the person and take the necessary steps to help you.

Other places thoughts for help:  Your local TV station might have interest in Amazon.com and how after asking for help from them gave you the run around and/or nothing.  Finally, the FBI and/or FTC or other Federal government agency might be willing to help.

Please, let us know how it goes.  I'll be checking in, as this could happen to any of us.

But ... yeah, buyer beware.

Use the internet, and if you need any help,  send me a message. We might not be able to freely speak here, but nothing stops us outside these forums.