DELL: Not a good first impression...

[Deactivated] on 07/08/2014 - 21:38
Last edited 08/08/2014 - 17:13

Hi all,

Bought a monitor recently (U2412M) from the deal https://www.ozbargain.com.au/node/154909.

The monitor arrived today. The box in which the monitor arrived had "Cracked screen DOA" scribbled on top of it. I thought okay, so it was a cracked screen that has been fixed by Dell and shipped to me.

To my surprise, on plugging in the monitor, I found that the screen is still cracked. So angry at the moment.
Would Dell be willing to help me or would they pretend that don't care about it anymore?

Cheers

Update 1: managed to get the missus to send me few photos of the monitor. Forwarded them to Dell. They want photos of the box as well.

Also, been told that they will look for a refurbished monitor and if they are unable to find it, will refund me the money.

Update 2: Got a call back from Dell. They do not have any refurbished U2412M. They will now proceed with the refund.

Really pathetic form on part of Dell. After making me run around for collecting the monitor and then delivering a broken monitor, now they are proceeding with the refund. Anyway, hope I get the money back at the earliest. Never shopping with Dell again.

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Comments

  • Ughhh on 07/08/2014 - 21:40
    +5

    Would Dell be willing to help me or would they pretend that don't care about it anymore?

    Have you contacted them first? That usually gives you the answer, unless someone here works at Dell…

    • [Deactivated] on 07/08/2014 - 21:43
      +1

      The customer service is closed at the moment. Will ring them tomorrow at 9. Just wanted to know if anyone else had to deal with Dell regarding a DOA product.

  • TheAviator on 07/08/2014 - 23:30

    I wouldn't blame Dell for it, I'd blame the shipping company. I'm sure Dell will replace it for you.

    • lakers1222 on 07/08/2014 - 23:43

      Dell are usually top notch with customer service, I would be tempted to ask for an upgraded monitor for your troubles. They upgraded everyone's $9 to a $100 printer in one of ozbargains most popular deals.

      • Davo1111 on 08/08/2014 - 00:45
        +3

        Dell are usually top notch with customer service,

        Funniest thing i've read all day.

        Just because they can put you through to someone in malaysia who can write your problem down, doesn't mean you're closer to getting your problem fixed.

        • [Deactivated] on 08/08/2014 - 09:47
          -1

          Dell is dam well renowned for their high level of customer service…..

        • [Deactivated] on 08/08/2014 - 21:22

          @heywes:
          Experienced it first hand today. Just average. They use a lot of big words and the usual customer service gibberish, but not much substance.

        • pmupsinep on 09/08/2014 - 15:48

          @heywes:

          Dell is dam well renowned for their high level of customer service…..

          Not sure if serious.

  • [Deactivated] on 08/08/2014 - 06:14

    Thanks guys and gals.

    I will post back my experience after I have contacted the customer service.

  • tomleonhart on 08/08/2014 - 08:44

    Don't sweat. My monitor died after 2.8 years of service and i rang Dell up. They replaced a brand new one.

  • p1 ama on 08/08/2014 - 09:48
    +3

    You came here and complained before you even contacted them and attempted to sort out your problem…Really?

    • [Deactivated] on 08/08/2014 - 10:18
      -2

      Yeah.

      • tonyjzx on 10/08/2014 - 11:23
        -1

        you do know pathetic and petty you sound right?

        • [Deactivated] on 10/08/2014 - 13:51
          -1

          Exactly.

        • tomwood on 22/08/2014 - 23:36

          lol

  • [Deactivated] on 08/08/2014 - 10:30

    Been in touch with Dell. They have asked for photographic evidence. As I am at work, it is a bit hard to get it… Probably later in the day.

  • tweixian on 08/08/2014 - 18:36

    Ah, that sucks!

    Well I just picked up my Dell monitor today from the post office so will have a look at the condition of my monitor. Not a U2412M but will see how it goes with this.

    • tweixian on 08/08/2014 - 19:15

      Oh and did they say what they'd do with the broken monitor? Take it back from you or are they leaving you to dispose of it on your own?

      • [Deactivated] on 08/08/2014 - 19:20

        They will arrange for a pick up 3- 4 days for that to happen. Another 3-4 days for the money to be refunded.

  • riley94 on 09/08/2014 - 15:16
    +1

    I love Dell.

    My old laptop was a Dell, and I never had a problem with their customer support. I bought the extended warranty, and over the 3 years had it repaired at least 6 times (new screen, new motherboard, new keyboard, new hinge, new harddrive etc).

    Every single time I had an issue it was solved easily and with no fuss.

    I realize that OP's issue has been solved, but this is just a general thing for anybody else dealing with Dell Support:
    Get their tech support AU email address. It's hidden somewhere on their website. Don't call them, email them with a decently detailed description of your problem. Every single time I did this, the first response I got back was to take it into their service centre, and a case number. Easy! And a lot quicker than being on hold and having some guy from India try to troubleshoot with you.

    They always fixed it quickly and with no hassle.

    • [Deactivated] on 22/08/2014 - 23:42

      The customer service might be fine, but the laptop is a real piece of shit if it needed 6 repairs in 3 years.

  • ncmx5 on 09/08/2014 - 16:42

    This can happen with any product, any brand… PITA, but you just deal with it… they're going to refund you anyway. If you want no hassles, go buy goods from a physical shop…

  • gimli on 12/08/2014 - 21:58

    thats why they say "dell does smell"

  • TailsK on 25/08/2014 - 11:53

    I'm curious, you're saying it's a bad experience… Obviously you wanted a working monitor, but they offered to replace it or refund your money if they can't replace it. All they wanted were some photos before before they organised a courier to come pick it up? How could they have handled it better for you?

    I've always had excellent customer service from Dell, and this really doesn't sound that bad at all.

    • [Deactivated] on 25/08/2014 - 12:02

      Obviously you wanted a working monitor, but they offered to replace it or refund your money if they can't replace it.

      It is actually quite bad. Firstly, they have no coordination with their courier.
      Secondly, their internal departments have no communication with each other too.
      Thirdly, the QC at the DFO is non existent.

      If they checked the monitor before shipping it out, I wouldn't be here complaining in the first place.

      Anyway, this was raised with ANZ_Escalations team which did basically nothing.

      I am still awaiting the refund of my money.

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