Now I'm really confused, Chris. Your e-mail seems to suggest to me that Dell aware of the problem/issue/effect/feature but my only option are to be credited or be stuck with the monitor. Are you saying that Dell aren't going to release another revision with the "feature" removed???
ChrisM, What about people such as myself who originally ordered a Dell 2407wfp (non HC) and had it "replaced" by the HC when we returned it for an exchange? My original 2407wfp was purchased July 11th, and it was replaced with an HC on September 11th (an HC with a dead pixel I might add). Is the same recourse available to me, or am I stuck with the HC? If I'm stuck with it, can I at least get an exchange for one without a dead/stuck green pixel smack dab in the middle of it, because in some ways that's more annoying than the ghosting....sometimes.
DELL-ChrisM wrote: graybags, Your e-mail seems to suggest to me that Dell aware of the problem/issue/effect/feature. * No. When the manufacturer built it, they were not aware of the problem/issue.
Samsung is the manufacturer of the panel, correct? Anticipating a consumer segment who would be far more discriminating based on the product designation, its shocking that world class companies such as Samsung and Dell were NOT aware of the problem.
Helloooo ... do ISO 9001 2000 certified quality standards for manufacturing and customer satisfaction count for anything?
Elements of ISO 9001 2000 that are being compromised:
>When developing new products, you need to plan the stages of development, with appropriate testing at each stage.
You need to test and document whether the product meets design requirements, regulatory requirements and user needs.
**COMMENT: It's NOT reasonable to expect with this high end graphics monitor that typical user needs are emailing, spreadsheet and Word documents.**
> You need documented procedures for
dealing with actual and potential nonconformances (problems involving suppliers or customers, or internal problems).
Make sure no one uses bad product, determine what to do with bad product, deal with the root cause of the problem and keep records to use as a tool to improve the system.
**COMMENT: Dell and Samsung have really dropped the ball with this product by agreeing that "
There will not be another monitor revision." ... WHAT THE HECK **
Message Edited by jaggernaut on 10-05-2007 01:04 PM
Message Edited by jaggernaut on 10-05-2007 01:05 PM
Message Edited by jaggernaut on 10-05-2007 03:04 PM
I just filled out my email to send mine back. I want a refund. I don't want an inferior and defective product bought with my hard earned money. I want to be respected as a consumer by the companies that want my business.
I think this is the end of the road as far as the '2407WFP-HC ghosting thread" is concerned. If you can live with the ghosting then keep the monitor, if not send it back. Those are the only options Dell has presented us with.
I really think that everyone has done a really good job of coming together on this issue, we had our say, we forced them to listen, and we got results. Granted, we did not get the results that we wanted, a Dell monitor that worked as advertised, but we did get results. All those that were outside of the refund period now have the opportunity to get their money back, and I think that is a pretty solid outcome. Thanks Again!
Everyone has a different point of view, but there isn’t a clear guaranty to exchange the monitor to a newer revision. Don't forget: "there isn’t an offer on the table".
For example, I don’t want to run any risk to be attached for years to a monitor with this kind of
well know issue. So, I'm calling Dell right now to cancel my order.
Let’s review Dell posture: recognized the problem existence; affirmed has found de root of the problem; then said "
if there is another revision".
What this mean to *me*: Dell are not sure about a fix; again, Dell
know the monitor has problems, but isn't sure if some day will fix it. This is very clear after read all this thread.
So, "
if there is another revision", I will buy the new and
fixed one. I didn't found my money in the trash.
Anyway, I will follow this thread to know when (if) the ghosting issue has fixed.
In time: is very difficult to believe that only 108 consumers has complained about this serious problem. And this number didn’t reflect a lot of possible buyers, who are give-up the purchase (like me).
I can't believe how absurd this whole situation is. And it seems that the number of complaints is still being referred to as 108? Can we please get some information as to how these complaints were filed? I'd like to make sure that this number stays as accurate as possible. So, I'd like to add my complaint to the count.
So far, I've tried 2 HC monitors that have the same problem. So, counting that alone brings it up to 110. If the issue exists in all the 2407WFP-HC monitors released to this date, I can not for the life of me understand why the complaints would only be at 108. It almost suggests that the rest of the customers are not having the issue with their display and that only a chosen few got a bad or defective monitor. If the other customers can not tell there is an issue, maybe it's their first LCD monitor.
I think Dell should definitely recall these monitors or give us a resolution.
I previously had a 2405 model that did not have these severe ghosting issues, though it had other problems. It was replaced with the 2407WFP-HC model, and now I'm not sure what my/our options are?
Can we get credit?
I'd like to raise this issue to the executive team.
I didn't get the e-mail either. Would really appreciate one, especially if it contains a method for me to get my money back so I can go and buy a 'works as reasonably expected' alternative from a different brand. Just in case it matters, i'm in the UK - presumably i'm still entitled to the same 'offer'..?
As far I understand, ChrisM only speaks for DELL USA, so i'd say it won't be available for other countries.
Who do we need to contact for other countries ?
Will customer service accept such CRA requests ?
I didn't get the e-mail either. Would really appreciate one, especially if it contains a method for me to get my money back so I can go and buy a 'works as reasonably expected' alternative from a different brand. Just in case it matters, i'm in the UK - presumably i'm still entitled to the same 'offer'..?
ChrisM ... does Dell have ISO 9000 2001 certification for its consumer product line (specifically monitors)?
To quote Samsung's website:
"To date, SAMSUNG has satisfied consumer requirements through its broad range of quality management system achievements like the ISO9000, TL9000 and the QS9000.
We pride ourselves in providing the industry's most complete portfolio of zero-defect semiconductor components and TFT LCD screens. "
Based on what I've read through this exhaustive thread, this issue (or should I say
"Dell
effect" in Dellspeak), aka '
Deffect'. ;)
However, since Dell has officially stated that "
There will not be another monitor revision.", they have in effect abandoned any intent to fix a problem with a
known root cause.
Consumers deserve MUCH better than that. Apparently, Dell scientists haven't yet connected consumer satisfaction with shareholder value!
Therefore, I believe it is in the best interest of ALL concerned consumers to
BYPASS the 2407WFP-HC monitor in their decision process.
graybags
3 Posts
0
October 5th, 2007 14:00
MitchellD_
21 Posts
0
October 5th, 2007 15:00
DELL-Chris M
Community Manager
•
56.9K Posts
0
October 5th, 2007 15:00
CRA = credit return authorization = refund
BloodHounder
16 Posts
0
October 5th, 2007 15:00
o2012o
8 Posts
0
October 5th, 2007 15:00
Badd1
34 Posts
0
October 5th, 2007 16:00
thanks
jaggernaut
14 Posts
0
October 5th, 2007 16:00
Samsung is the manufacturer of the panel, correct? Anticipating a consumer segment who would be far more discriminating based on the product designation, its shocking that world class companies such as Samsung and Dell were NOT aware of the problem.
Helloooo ... do ISO 9001 2000 certified quality standards for manufacturing and customer satisfaction count for anything?
Elements of ISO 9001 2000 that are being compromised:
>When developing new products, you need to plan the stages of development, with appropriate testing at each stage. You need to test and document whether the product meets design requirements, regulatory requirements and user needs.
**COMMENT: It's NOT reasonable to expect with this high end graphics monitor that typical user needs are emailing, spreadsheet and Word documents.**
> You need documented procedures for dealing with actual and potential nonconformances (problems involving suppliers or customers, or internal problems). Make sure no one uses bad product, determine what to do with bad product, deal with the root cause of the problem and keep records to use as a tool to improve the system.
**COMMENT: Dell and Samsung have really dropped the ball with this product by agreeing that " There will not be another monitor revision." ... WHAT THE HECK **
Message Edited by jaggernaut on 10-05-2007 01:04 PM
Message Edited by jaggernaut on 10-05-2007 01:05 PM
Message Edited by jaggernaut on 10-05-2007 03:04 PM
mnmbug
3 Posts
0
October 5th, 2007 16:00
Windscythe
36 Posts
0
October 5th, 2007 16:00
mcunha
10 Posts
0
October 5th, 2007 16:00
RP3X
4 Posts
0
October 5th, 2007 16:00
* Correct. We are not
mnmbug
3 Posts
0
October 5th, 2007 16:00
wlk_
11 Posts
0
October 5th, 2007 17:00
As far I understand, ChrisM only speaks for DELL USA, so i'd say it won't be available for other countries.
Who do we need to contact for other countries ?
Will customer service accept such CRA requests ?
ScreamerUK
2 Posts
0
October 5th, 2007 17:00
jaggernaut
14 Posts
0
October 5th, 2007 18:00
To quote Samsung's website:
Based on what I've read through this exhaustive thread, this issue (or should I say "Dell effect" in Dellspeak), aka ' Deffect'. ;)
However, since Dell has officially stated that " There will not be another monitor revision.", they have in effect abandoned any intent to fix a problem with a known root cause.
Consumers deserve MUCH better than that. Apparently, Dell scientists haven't yet connected consumer satisfaction with shareholder value!
Therefore, I believe it is in the best interest of ALL concerned consumers to BYPASS the 2407WFP-HC monitor in their decision process.
Officially signing off from this thread.