i contacted dell via phone -- i found it odd to have to rely on a support person from a forum to square this out.
when you call you get a case #, extension of the person, etc.
Over the phone they DO like you to let them run some tests on your machine. I had to hook up the monitor to a Dell machine for them to do this. and, although they seemed unaware of the situation, i explained the issue and what i knew about it and they said the replacement would work like Chris mentioned -- you would not have to send your monitor back until you got a new one.
You're not the only who hasn't heard a response. Chris specifically stated that if you sent him the PM, you're on the list. Just because you REQUIRE something, that doesn't mean they have to contact you. We have plenty of threads like this and we don't really need a new one.
Chris-M, I'll be the first to say I am a huge fan of yours, it is clear you get caught in the middle on a lot of this stuff and I appreciate what you do for us. But some kind of update would be nice, I got my XPS 400 with 2007FPW 4 weeks ago, decided to wait out the solution from you, but it has been long enough that I am starting to miss a properly functioning monitor. Some games look really bad and DVDs look awful, I can tolerate it for general purpose computing and even some games, but overall it is not acceptable. Some kind of ETA would be great.
@Pipnmike wrote:
Just because you REQUIRE something, that doesn't mean they have to contact you..
ARE YOU FREAKIN KIDDING ME. DELL IS A BUSINESS, we paid our money for these monitors, this isnt some free gimme contest. We are paying customers, and I'm tire of the waiting game personally. I just want a date to expect a new monitor, I dont want something just showing up at my house. I dont like waiting around, I plan on leaving the state for 2 weeks, next week, and I have no idea what to expect with Dell and some monitor showing up. Plus I am graphic artist and I need a monitor without banding...
this so frustrating...when all you want its a expecting date, and I do not believe that is too much to ask for.
I knew I should of just paid the extra money and got a 20 inch Apple Cinema Display...
Message Edited by technicolor on 06-13-200601:25 PM
It would be useful to know the average time between when we first submit our information to when we should expect to be contacted for replacement. For example, I just sent you information on my defective 2407 monitor. Should I expect to wait a week, a month, or several months before this is resolved? If it is the latter, then I expect many of us will choose to just send the monitor back, get our money returned, and buy something functional.
Yeah, thanks for breathing some adult insight into this. Businesses have certain unspoken covenants with their customers. Like providing some amount of feedback - acknowledgement that they exist - that they're there.
I don't need a personal touch. I don't even need a date when I'll be taken care of. I'd settle for a general *up*date. Tell me the production is falling behind in China, or that the shipping trucks fell into a ditch or were hijacked. I don't care. But after the better part of a month ticks by, Dell should be have something to tell all of these customers. They shouldn't be a black hole.
It is no wonder that Dell is sinking like a stone in the customer satisfaction ratings. Clearly the market shares my expectations - that they deserve more and aren't getting it.
Dell: Get your ducks lined up in a row. Fix that error on your web site, and just maybe you will save some people totally unecessary stress when trying to indentify YOUR specific monitor that even YOU GUYS can't get straight. For example, someone i read ALREADY tried finding drivers, or something for that monitor, but had referred to it as the FPW, therefore nothing came up.
Furthermore, I will say this: If even ONE A02 monitor is shipped to a NEW BUYER, without having all of the others previous buyers monitors' replaced yet by the A02.......well....you get the idea. That would just be flat-out WRONG. Sure hope that hasn't happened, but ya never know with Dell's "Let's just be silent, shove- it -under- the -bed, and hope no one notices" approach to this whole "BANDING" issue.
Doesn't take one to have an MBA to understand this.
1. Step up to the plate, and announce your failings.
2. Apologize to the consumers, and then apologize AGAIN. Twice.
3. Offer a 15-20% discount coupon valid towards any future purchase on any item to ALL CONSUMERS who bought the faulty monitor, and have been forced to be burdened by lack of a properly-functioning monitor.
4. Fix the identifying letters that immediately follow the 2007 (widesreen 20 incher) on YOUR OWN WEBISTE. YOU REFER to it as the FPW, than the WFP all in the same introduction to this monitor.
I think we can do without all the drama you are asking for. All Dell needs to do is update the status of this situation, I don't need an apology or a discount, I need a fully functional monitor. Stop turning this into a veiled attempt at extortion at the behest of hapless consumers.
Bob, you speak about YOU personally, but i absolutely can guarantee you that many others have been heavily burdened by not having proper, professional, business-like responses with this issue before Dell just came out not too long ago with their own conclusions. Maybe you were not burdened by this, but many were, and to have people over there at dell dance around the issue for as long as they did, to not even apologize, and TO NOT OFFER SOME FORM OF "Hey, wer'e sorry for the inconvenience this caused...here ya go...(coupon time)".......is just not as forthcoming, and professional as I would have liked to seen, especially from such a monsterous company known as Dell.
Furthermore....Bob......I truly do not think even ONE individual should have to go through unecessary stress when simply trying to properly identify THE MONITOR that even Dell couldn't get straight on their own website. Rember having to proof read your college papers before turning them in?
Certainly a professional organization (Dell) can do the same.
I simply wish for Dell to not expend any effort on such things, just give me an ETA for me replacement monitor and make sure the issue is fixed. Outside of one or two graphic artist in this discussion, no one has really suffered except for a little inconvenience.
The easy fix is to spend your money elsewhere (though it will be more to get the same functionality). The fact that you choose to stick it out in order to get a good value is your choice.
I am certainly holding out hope that Dell will still do right, but this has been exhaustive! I am not a graphics artist or anything like that, but my naked eye can see the difference in picture quality between the 2007WFP and 1907FP. I have them both and thought that I was really stepping up in class when I purchased the 2007WFP. I was being greedy and look where that got me? Still waiting... I guess if you didn't have a quality monitor before you weren't seeing the difference...
Mudcrutch
44 Posts
0
June 13th, 2006 15:00
when you call you get a case #, extension of the person, etc.
Over the phone they DO like you to let them run some tests on your machine. I had to hook up the monitor to a Dell machine for them to do this. and, although they seemed unaware of the situation, i explained the issue and what i knew about it and they said the replacement would work like Chris mentioned -- you would not have to send your monitor back until you got a new one.
Pipnmike
46 Posts
0
June 13th, 2006 15:00
lordkosc
11 Posts
0
June 13th, 2006 15:00
I contacted Chris_M back on 5/27/06 and gave him all my info, and I didn't even get a reply saying he got it :(
DELL-Chris M
Community Manager
•
56.9K Posts
0
June 13th, 2006 16:00
My list isn't tied into the phone, email, and Chat Support records. They won't know anything about it.
bob_c_b
556 Posts
0
June 13th, 2006 17:00
technicolor
36 Posts
0
June 13th, 2006 17:00
ARE YOU FREAKIN KIDDING ME. DELL IS A BUSINESS, we paid our money for these monitors, this isnt some free gimme contest. We are paying customers, and I'm tire of the waiting game personally. I just want a date to expect a new monitor, I dont want something just showing up at my house. I dont like waiting around, I plan on leaving the state for 2 weeks, next week, and I have no idea what to expect with Dell and some monitor showing up. Plus I am graphic artist and I need a monitor without banding...
this so frustrating...when all you want its a expecting date, and I do not believe that is too much to ask for.
I knew I should of just paid the extra money and got a 20 inch Apple Cinema Display...
Message Edited by technicolor on 06-13-200601:25 PM
gtswanson
1 Message
0
June 13th, 2006 17:00
It would be useful to know the average time between when we first submit our information to when we should expect to be contacted for replacement. For example, I just sent you information on my defective 2407 monitor. Should I expect to wait a week, a month, or several months before this is resolved? If it is the latter, then I expect many of us will choose to just send the monitor back, get our money returned, and buy something functional.
Mad2007FPWowner
11 Posts
0
June 13th, 2006 18:00
DingoJunior
50 Posts
0
June 13th, 2006 21:00
You REQUIRE it? I think you should STRENUOUSLY OBJECT!
"Objection, your Honor." "Overruled" "No, no. I STRENUOUSLY object." "Oh. You strenuously object. Then I'll take some time and reconsider."
:smileyvery-happy:
DingoJunior
Tristanguy28
9 Posts
0
June 13th, 2006 23:00
bob_c_b
556 Posts
0
June 13th, 2006 23:00
Tristanguy28
9 Posts
0
June 13th, 2006 23:00
bob_c_b
556 Posts
0
June 14th, 2006 12:00
SLYDEL
21 Posts
0
June 14th, 2006 12:00
cnice
32 Posts
0
June 14th, 2006 13:00