Hey There Dell Community
Ok, so I am currently having a warranty issue with my ST2320L monitor, and am currently dealing with a Senior Support Resolver, but I felt like discussing my issue in the forum, so if anyone else is experiencing the same issues I am, I just wanted you to know that you are not alone.
I purchased my ST2320L in 2010 with a 4 year extended warranty shortly after it came out. I have been happy with the monitor, but then all of a sudden I got these random black dots showing on the screen. These black dots are not dead pixels, but look more like fingerprints, even though they aren't. Please note that my monitor is set to factory default settings.
I called Dell Tech support and dealt with a great rep who handled my issues quite well. He asked that I provide picture verification of the issue my monitor is having, which I did, and I was promptly sent a refurbished monitor as a replacement. I have no issues with refurbishing products as I have had many refurbished products in the past by various companies, and they have worked quite well. In this instance, not so much.
When I received my refurbished monitor, the outer plastic and stand of the monitor was ratched. It looked like it had been thrown in a dumpster, the power indicator light barely lit up, and the screen image of the monitor was very dark at factory default settings. I packed up the monitor, called Dell Tech Support back, and asked them to send me a new monitor as the one that was sent to me was defective. After repeating myself numerous times to the rep I was talking to, he wanted me to unpack the monitor. I was like no way, this monitor is junk. He was ok we will send you another refurbished monitor. I argued that they should send me a new monitor as the example of refurbished product sent to me was unsatisfactory, and I want something that is guaranteed to look ok and work properly, he refused so I talked to a supervisor. I got quite irate with him. I argued that I want something of excellent quality, and that I do not trust the refurbished product. He wasn't budging.
On a side note, if you look at the description of the 4 year extended warranty, it say 'In the event you have a warranty issue (problem) with your Dell™ Monitor that cannot be resolved over the phone, a replacement unit will be shipped at your doorstep the next business day. Unpack your new unit, ship back the defective unit and continue to enjoy the power of your Dell™ Monitor.' It then goes to say 'Replacements may be refurbished.' Please note that the website says may be refurbished, not will be refurbished. I argued this point, but to no avail. He also said that refurbished product may have minor cosmetic damage and that the power on light didn't matter as long as the screen worked.. which I think is <deleted profanity>. In the end, I agreed to receive another refurbished monitor, and it was suggested that I complain to Dell Customer Care with my thoughts and feedback regarding this matter, which I did.
So, I send my first replacement monitor back, get the second one, which is in great condition, apart from the fact that the screen once again is darker than the screen of the monitor I am trying to replace, and the power on light is dim.. again. There are even squiggly lines appearing every now and again. In the meantime, I am contacted by a Senior Support Resolver, following up from my Customer Care complaint, and I tell him about the monitor. He gets me to send him pictures and tells me that they will only send me refurbished replacement monitors, never a new one.. which I think is <deleted profanity>, but whatever. Its been two days and I have not heard back from him yet.
In the meantime, I think to myself, ' Why are the screens so dark on the same exact monitor model, why such a difference?'. I came across this post in the forum, entitled 'Color differences in the newer U2412m.'. In this post, it is discussed by a Dell Liason that the screens of two Dell monitors of the same model will ever look exactly alike, as 'Dell monitors do not have 100% backlight uniformity specification. As long as the center 2" circle meets our manufacturer specifications, it is acceptable. If the Brightness and Contrast are maxed to 100 and you measure the brightness difference of any two points on the monitor, the difference will never be greater than 25%.' Also, he goes on to say that 'Dell monitors do not have 100% color uniformity specification. As long as the exact center 2" circle meets x=0.313 and y=0.329 (6500K), it meets our manufacturer specifications. So, the center may be 6500K, but the sides and corners may not which is why you may see that one side or corner is different than the others.'
Honestly, I was like <deleted profanity> when I read this.. especially when other replied to the post discussing all their color issues with their monitors and replacements. If Dell has such low specification standards for assembling product, and if no two monitors will look alike ever, really, do you want to be buying the product, and if you do want to buy the product, wouldn't you want to know all the facts first?? If I would have known this 3 years ago, and if I would have known the policies on replacing products (which is discussed in the post mentioned,' I would have never bought my monitor.
Let's step back for a moment and look at this in another way. Say you walk into a Best Buy and you want to purchase a 42 inch TV. You walk up to the TV's, and they have four TV's of the exact same make and model side by side. One TV looks awesome, the other three look like trash. You ask the employee about the difference, in which he responds with a tech savvy response discussing color and backlight uniformity, and how each TV will look different no matter what... bla bla bla...would you really purchase that make and model of tv?... I think not.
Someone in the 'Color differences in the newer U2412m' posted a possible fix involving ICC profiles. My monitor does not have a profile on that page, so that fix wont work for me, but regardless I shouldn't have to be fiddling around with icc profile fixes anyway, these monitors should be manufactured better.
So, in the end folks, it's looking to me like Dell really needs to put a post on their website, with big text, discussing their return and replacement policies, so that it is clear, and everyone understands. Also, if no two monitors will look alike, and issues can arise from this, I think it should be fully disclosed. As a consumer, after learning all this, I feel like I was sold a shoddy product and was duped.
In the meantime, I will see if my Senior Support Resolver will get back to me with a resolution. Regardless, I will not be using this second refurbished monitor received as I can't even look at it. If I do not hear anything soon I will be sending it back regardless, and if my situation is not resolved appropriately I will not be buying a dell product again.....
I welcome comments. :)