Another Dell experience

[Hydrophobic]

I've been researching monitors for awhile and decided on Dell for a new 20" widescreen. I knew that they had problems with backlight bleeding, but with their 21 day replacement policy, I didn't think it would be a problem finding an acceptable monitor.

Murphy's Law dictates that the very first monitor I received had backlight bleeding as bad as any I've seen posted on the forums. Sorry, I don't have pictures, I don't have a digital camera. I called Dell and the person I talked to was more than happy to send me a replacement, all in all, it only took 45 minutes and most of that time was spent in que waiting for my call to be answered.

The second monitor arrived the next day and when I tried it, it had backlight bleeding to a lesser extent. Only one corner really bothered me and if it hadn't been for that corner, I wouldn't have had a problem. I worked with it for a few days to see if I could live with the backlight bleeding. After a few days, it was still bothering me so I called Dell about getting a replacement. Over three days, I spent five hours on the phone with Dell. During the process, I was transfered at least 4 if not 6 times every time I called, and the call was dropped at least 3 times. Every time someone would say that I needed to get a replacement monitor, they would transfer me to someone who would say that they couldn't authorize replacements. Finally I talked to a tech who said he would send me a replacement but he wanted to call me back and look at BIOS settings. I'm not holding my breath and if the replacement monitor doesn't show up by Thursday, they're all going back.

I had been a supporter of Dell, but since they outsourced alot of their work, I will never let a family member order a Dell because it's obvious that they don't value good customer service any longer.

 

[996GT2]

well, we got 2 1905s w/o problems @$310 ea w/$0 shipping

Sorry to hear that tho

 

[Ichigo]

They replaced the first one didn't they? If that one had worked, you'd be singing a different tune. It's not like they didn't send you a replacement.

 

[NeezyDeezy]

Originally posted by: Ichigo
They replaced the first one didn't they? If that one had worked, you'd be singing a different tune. It's not like they didn't send you a replacement.

missing the point



good luck Hydrophobic, let us know what happens

 

[zanta]

Hydrophobic,

I feel your pain. I?ve purchased three Dell computers for personal use and recommended Dell systems for work as well. The last system I purchased from Dell was a new Dimension 8300. I also purchased a set of Logitech Z-680 speakers that arrived with a defective controller pod. As soon as I plugged in the speakers, they made a very LOUD humming sound. They even made this sound while not plugged into the computer.

I immediately called tech support to be answered by someone from a country outside the United States that could barely speak English. There was a huge language barrier and the individual kept reading a script that made me look into the BIOS, reinstall the system from a recovery CD, etc. I kept informing the individual on the phone that the speakers were making this noise while not plugged into the computer, but he kept reading from a script.

After several days of calling tech support, I finally got in touch with an engineer from Round Rock, Texas. He immediately understood my problem and authorized a new set of speakers to be shipped.

Besides the horrible customer service, Dell did the following to the 8300 system:

? Removed the ?Overdrive? capability in the new ATI 9800xt 256MB Video Card
? Removed the capability to download Creative Lab drivers directly from the manufacturer?s site to be used with the Soundblaster card

It wasn?t until numerous customers sent e-mails and posted messages in Dell forums did they release a new BIOS for the video card that enabled this functionality. At the time, the 9800xt was THE video card to get and not informing a customer that the BIOS would be ?Dell modified? was very misleading.

Additionally, Doom 3 had just been released and a new update from Creative Labs that allowed EAX to be used for the game was a no go for anyone using a Dell Creative Labs card. The Creative Lab drivers from the manufacturer?s site did not recognize the Dell version of the card and Dell never updated the drivers from their site.

A Dell employee informed me that drivers are only updated if there is a problem and not if the manufacturer releases improved performance or enhancements drivers.

My wife is not from the United States and I am by no means racist, but I expect either an option to select a language when calling tech support and the ability to communicate with the individual answering the phone.

In the end, I built my first system a few months ago and will never purchase from Dell, Compaq or another vendor again.

 

[Aleatoric]

I went through a similar thing last week. First 2005fpw had horrible backlight bleeding, and took me 65min on the phone to get it replaced. Second monitor, no backlight bleeding, but a dead pixel. However, where it's located, it's not a problem, so I'm just going to keep it, because I doubt I'll get one as good as this is with the backlight. I had a problem with returning the second one, though. And I can tell you that the best way to talk to dell is by using their online chat service. I had to do it twice to sort out returning the old monitor, and neither time took more than ten minutes.

I got an email saying they got the old monitor back today, so everything is hunky dorry. Of course, this is the only thing I've ever bought from them. (I know better)

 

[Supa]

For Dell, I would try the email support before calling, save your time and sanity. So far for me, the results have been quite reasonablely painless.


---

 

[intogamer]

Originally posted by: zanta
Hydrophobic,

I feel your pain. I?ve purchased three Dell computers for personal use and recommended Dell systems for work as well. The last system I purchased from Dell was a new Dimension 8300. I also purchased a set of Logitech Z-680 speakers that arrived with a defective controller pod. As soon as I plugged in the speakers, they made a very LOUD humming sound. They even made this sound while not plugged into the computer.

I immediately called tech support to be answered by someone from a country outside the United States that could barely speak English. There was a huge language barrier and the individual kept reading a script that made me look into the BIOS, reinstall the system from a recovery CD, etc. I kept informing the individual on the phone that the speakers were making this noise while not plugged into the computer, but he kept reading from a script.

After several days of calling tech support, I finally got in touch with an engineer from Round Rock, Texas. He immediately understood my problem and authorized a new set of speakers to be shipped.

Besides the horrible customer service, Dell did the following to the 8300 system:

? Removed the ?Overdrive? capability in the new ATI 9800xt 256MB Video Card
? Removed the capability to download Creative Lab drivers directly from the manufacturer?s site to be used with the Soundblaster card

It wasn?t until numerous customers sent e-mails and posted messages in Dell forums did they release a new BIOS for the video card that enabled this functionality. At the time, the 9800xt was THE video card to get and not informing a customer that the BIOS would be ?Dell modified? was very misleading.

Additionally, Doom 3 had just been released and a new update from Creative Labs that allowed EAX to be used for the game was a no go for anyone using a Dell Creative Labs card. The Creative Lab drivers from the manufacturer?s site did not recognize the Dell version of the card and Dell never updated the drivers from their site.

A Dell employee informed me that drivers are only updated if there is a problem and not if the manufacturer releases improved performance or enhancements drivers.

My wife is not from the United States and I am by no means racist, but I expect either an option to select a language when calling tech support and the ability to communicate with the individual answering the phone.

In the end, I built my first system a few months ago and will never purchase from Dell, Compaq or another vendor again.

Logitech has the best RMA. They barely do anything.
If your sub is blown.. speakers dead. They just have you cut the pod out and Send that in.
They will send you a new set of speakers.

 

[jiffylube1024]

I don't see why backlight bleeding is such a big issue to people - how often are you staring at an all black screen when the monitor's on, and how often does the fact that the corners glow mean that much? It's like this year's version of "dead pixel" .

Second, since we all know that the 2005fpw has backlight bleeding issues that some peopel can't stand, why do people try to get replacements, when they can pretty much be assured that the next monitor will be just like the previous one?

 

[JMWarren]

Originally posted by: jiffylube1024
I don't see why backlight bleeding is such a big issue to people - how often are you staring at an all black screen when the monitor's on, and how often does the fact that the corners glow mean that much? It's like this year's version of "dead pixel" .

Second, since we all know that the 2005fpw has backlight bleeding issues that some peopel can't stand, why do people try to get replacements, when they can pretty much be assured that the next monitor will be just like the previous one?

Sample varation on the 2005 is pretty huge from what I've read and seen.

As for tolrance of back light bleed I guess it really varries by the person. I can't stand a 6-bit panel or backlight bleed or uneven backlighting.