2005FPW Warranty

Question

I bought a system with a 2005FPW (A02 revision) monitor approximately 8 months ago. Ever since I purchased it I noticed a set of horizontal lines moving across the left-side of the screen, but have been too lazy to deal with it. But now i've reached a point that I just can't stand it anymore! (I use MS Word a lot, and the lines are very noticeable over the gray background and distracting). Another problem is a noticeable vertical 'bar' at the end of the scrolling lines, running dow the entire height of the screen at that part -- sorta like a barrier between the scrolling lines and the rest of the screen (this bar is also only noticeable along solid colors). Since it's not a standalone monitor purchase, the warranty is only 1 year I presume? My main concern is having this replaced with a bad refurbished unit (with lots of scratches, etc.) What can I do to make sure that the replacement unit wont be worse than the one I already have now? Does the replacement come before you have to send yours in? Can we keep exchanging monitors until we recieve a satisfactory one? Are there costs involved? Thanks. Message Edited by SuperZingy on 05-08-200602:15 AM

SR45 · Answer

If you are still under the systems warranty, what ever that was, and the monitor is deemed to be busted by a Dell tech, they will send out a refurbished monitor, with absolutely no guarantee that it will be perfect. Stuck or a dead pixel, slight scratch on the monitor, and such. Hope it will be though, and many receive a good replacement. However, if the replacement is worse or has problems other than a scratch base, or a few dead pixels, than they will replace that as well. But, the monitor has to be defective, not just a small blemish on the base or back.

Most times the replacement will come to you, than you send back the old one in a box that they send out to you.

terran2k · Answer

Well I can tell you what the problem is, Dell can tell you too, but they won't. Its the DVI hardware in the monitor. It is out of spec, It gives you those rolling lines @ 60Hz, so what you have to do, is go to your video card advanced timing and change it to something a little higher than 60Hz, ie. 60.6Hz. Its past my 21 day return policy and all I get are refurbs with dead/stuck pixels. Dell reads this, you have my email, email me about sending me a working monitor. That is if customer satisfaction means anything to you. especially since it your hardware thats out of spec and malfunctioning.

SuperZingy · Answer

So if i do an advance RMA and the one that arrives is unacceptable, can I send thee one they sent back, and ask for another one? Or do i HAVE to send in my original one?

My only concern with an RMA is getting a worse monitor.

SuperZingy · Answer

How does the Advance RMA work? Do they charge the cost of another monitor to your credit card, before sending out the replacement?

SR45 · Answer

What do you mean when you say ' Unacceptable ' ?  Is that unacceptable to you or to Dell ?  Luck of the draw I'm afraid SuperZingy in what you get.     ( A little history for ya, Since Dell changed its policy, where we could send it back during the 30 return policy, now 21 days as many times as we wanted within reason during that period, if we were not happy with it ( Still had to pay shipping of course) , the policy now reads in part that if its not defective according to Dell, they will charge a restocking fee, and that also means shipping during the 21 day return policy period.  If its defective after the 21 day return policy period, and during the warranty period, and we are not talking just a few dead pixels, or if the base or back is just a little scratched, Dell will not send out another new one, but a refurbished monitor to you, and will pay the shipping ) . Since your 21 day return period is way over, all you can hope for is if the monitor is defective, Dell will send out a refurbished, hopefully in good working order, replacement monitor.  You can tell Dell if the replacement monitor is worse than the original, you maybe able to send that one back and either get another, depending on what is wrong with the replacement or perhaps keep the same one you have now.  However, as I mentioned before, most everyone is happy with the replacements they get, and only a few are unhappy for one reason or another.    As for you Terran2k, Dell will not come onto this forum, and read your complaint nor help you.  You have to do what we all do, call or e-mail or perhaps use the tech chat support. Message Edited by SR45 on 05-08-200603:35 PM

SR45 · Answer

With me, they did not.  However, I don't know if they want a credit card or not just to make sure you do send the other one back.  They won't charge the credit card, just hold onto the number.  Again, I don't know if that policy has changed since I got my last replacement.

Odin75789 · Answer

Sorry, but I didn't read this topic and started one that is a clone of it.   I just got my replacement in today and I can say that it looks flawless(didn't bother checking pixels, you go and count 2 million for me..).  It still had the exact same problem.  I don't know whether to return it or my current one and suffer paying the price of shipping and/or restocking either way.

SuperZingy · Answer

When you say that it was flawless, do you mean that it even came with that plastic covering on the screen, like it had when it was new?

Also: What if after they recieve my monitor at the warehouse, they look at it and don't see the same problem I was seeing (probably because they didn't look carefully enough?)

Message Edited by SuperZingy on 05-09-200602:12 AM

SuperZingy · Answer

I am now on my 2nd replacement sent by Dell (A03 February 2006) It seems like the moving horizontal lines on the left are gone... BUT the lines are still there, just not moving. What should I do?

dezzi · Answer

I've been through 2 of these. The last one I got was a Refurbished A03 made in Mexico and it still has the problem.   I told the tech support guy and then the manager I spoke to, that I wanted a new replacement, not a refurbished one - the product is such poor quality to begin with.   So the manager first he told me that refurbished is just a tag and the monitor is essentially just the same a new monitor. I told him that it's not just a tag - it's a monitor someone has sent back because it was bad, which has then been repaired.   Then he told me that their policy says that they can ONLY send out refurbished monitors.   I looked up the Warrant Info, both on my original machine and on their online statement, and it clearly states that they can send out either a NEW or refurbished replacement.   The manager kept on saying that it's their policy - I tried to explain to him that they can't give the customer one policy at the time of sale, and then follow their own set of different policies - that would be illegal.   He didn't believe me about the warranty info, so I had to walk him through the warranty on DELLS own website - including leading him to the exact words!!   After this, he put me on hold, to go check something and he came back and said that the monitor was not really refurbished. It was really new. They just have to put a refurbished sticker on due to some US law!! Totally ridiculous!! I didn't come with an instruction sheet, the protective plastic cover anything!!   Now waiting for him to check something else and get back to me.   This is pretty shameful on DELLs part. They used to have really good customer service but it's gone completely downhill.   I'm thinking of filing a complaint with some consumer protection agency regarding the 2005 FPW given the number of complaints about it.   Anyone know a good way to go about doing this.   BTW, I have 2 1901 FP monitors at home - they render black backgrounds perfectly, no backlight, no greyish hue. Makes me even less ready to live with a more expensive monitor which performs worse.

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