Dell Monitor out of Warranty - They Are Unable to Repair at Their Service Centre What Are My Options?

spast1ka on 27/04/2023 - 11:01
Last edited 27/04/2023 - 11:14 by 1 other user

Hi all, back in early 2020 I purchased an as-new Dell S3220DGF from their online outlet.

I've only now encountered an issue where a static purple line runs vertically and will not disappear even if I change the cables or try a different PC, so I know it is definitely a hardware issue with the monitor itself. I contacted Dell technical support today and was told they wouldn't accept it at their service centres for repair since it is out of warranty, and I would have to try my luck at a local computer repair shop.

Because it was purchased from the outlet store the warranty provided was only 12 months, but I'm under the impression that under Consumer Law, PC monitors especially expensive Dell ones, should be reasonably expected to last longer than 12 months, even more than 3 years? If that is the case, am I entitled to a refund or repair?

This monitor cost be close to $600 at the time so I really do not want to replace it just yet. I am in Sydney and the computer shops I have called around don't usually repair monitors, especially curved monitors. Does anyone have any experience with this?

Thanks in advance.

Computing 32inch Computer Peripheral Dell LCD Monitor

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Comments

  • FoxJump on 27/04/2023 - 11:18
    +7

    mention ACL to Dell, watch them jump

  • mskeggs on 27/04/2023 - 11:39
    +6

    3 years old and was originally a refurb?
    I guess I would hope it lasts longer, but if I was Dell I would argue you did ok as the discounted refurb price reflects shorter warranty and life as the monitor was already used.
    And you chose that path.

    • spast1ka on 27/04/2023 - 11:44
      +1

      When I purchased it at the time the online sales rep assured me it was an open-box as new monitor, meaning it was never used, even though it was listed as refurbished. Sadly I don't have the correspondence anymore so it might not help my case for Fair Trading.

      • JimmyF on 27/04/2023 - 12:00
        +1

        assured me it was an open-box as new monitor, meaning it was never used

        That isn't what 'open box' means…..

        But as others have said, you had a reduced price to reflect this and a shorter warranty.

        3 years for a $600 monitor isn't great, yes a little short but it isn't bad either. You could try your consumer rights for a repair, but I'm 50/50 on it being it was a open box/customer return.

    • lunchbox99 on 27/04/2023 - 11:45

      They said an as-new outlet item not a refurb. This usually means someone returned or cancelled a purchase - they can't sell it as brand new. I don't think dell new monitor warranty is more than 12 months either. ACL still applies in any case.

      • mskeggs on 27/04/2023 - 11:50
        +2

        ACL sure does apply, but a outlet item has 12 month warranty and the link above to new says 3 years.
        Is there another difference to justify the outlet discount?
        If not, it seems reasonable lifespan would be less than the brand new item, else why sell for a discount?
        If it was just out of warranty, fair enough, but 3 years on an outlet sale probably sounds unreasonable to Dell.

        Worth a shot though.

  • payless69 on 27/04/2023 - 12:36
    -3

    It just needs ONE part replaced: Out with the old, in with the new.
    Refurbishing meant somebody had spilled some liquid onto the screen and it had been cleaned up so it can be re sold again. Good as new, enjoy the purple, consider yourself lucky, the 238 dating apps on Android alone all sell never used girls so they say……

  • No on 27/04/2023 - 12:59

    This monitor has 1 x DP in and 2 x HDMI in. Have you tried switching to a different port on the monitor in case that's faulty rather than the display panel ?

    • spast1ka on 27/04/2023 - 14:16

      Yes my default is DP to my PC, I also tried HDMI 2.0 to PS5 and still had the same issue

  • tsunamisurfer on 27/04/2023 - 13:12

    I want to know what the OP believes the time period he should be covered for if not more than 3 years.

    • spast1ka on 27/04/2023 - 14:14
      +1

      I've never had a monitor fail until at least five years, so I would think a reasonable expectation would be around five years? At least for televisions you would surely be covered by ACL if it were to fail under the three year mark.

  • freefall101 on 27/04/2023 - 14:13

    Because it was purchased from the outlet store the warranty provided was only 12 months, but I'm under the impression that under Consumer Law, PC monitors especially expensive Dell ones, should be reasonably expected to last longer than 12 months, even more than 3 years? If that is the case, am I entitled to a refund or repair?

    (You're probably out of luck on the refurb side of things)[https://consultation.accc.gov.au/compliance-enforcement/consultation-on-cgs-guidance/supporting_documents/Reasonabledurabilitydraftguidance.pdf] unless Dell is willing to support that it should have been near new. Unfortunately you got a $400 discount (off the RRP) so they might argue it's reasonable to expect earlier than usual issues.

    I'd call them up, mention ACL and see what happens. But if they say no your only option is a legal route which is possibly more time/money than it's worth and it's unlikely you have a strong case. You've got to remember that cost alone doesn't mean much, the cost is reflective of the size and refresh rate and not just quality, much like you shouldn't expect a 80" TV to last longer than a 55" TV just because it costs more.

  • garetz on 27/04/2023 - 16:40

    That's the risk you take buying a refurb, whatever the sales person says is irrelevant, their job is to get the sale and they will lie to get that sale.

    Unless dell choses to repair or replace it your only option is to buy a new screen. Accc is not going to help you in this case.

    • xtremehell on 27/04/2023 - 18:21
      -1

      I mean if a salesperson lies to get you to buy something, then it is relevant (it's misrepresentation or misleading/deceptive conduct).

    • Gotchas on 27/04/2023 - 21:12

      What’s ACCC got to do with anything?

  • bobokingdom on 27/04/2023 - 20:07
    +2

    When I checked on Dell Website (https://www.dell.com/en-au/outlet/deals), all refurb monitors have 3 years warranty (same as any NEW Dell monitor). Maybe you should check with them on that!

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