Direct2Dell

Sure seems like a lesson in how to lose customers and market opinion to me.

Dell knows there is a problem with units shipped Dec 2004 to Dec 2006.  There's no notice of the problem/potential problem sent to those customers, but in January of 2008 they put a policy into effect that covers anyone that has it happen in the first three years.

So in short, they cut out 1/3 of the systems sold during that timeframe out entirely right off the bat.  Then customer service refuses to talk to and/or acknowledge the issue for another year or so, eliminating another 1/3 of the people that could have filed in the three year period.  Basically, they only cover the people they charged for it that happen to find out and ask for the refund and the people that griped their way to someone that would acknowledge the problem Dell obviously knew about.

I have a customer that called Dell and was told multiple times that they wouldn't even talk to him without payment in Aug - Sept 2007.  Then in Mar 2008 when the lines started getting worse, he called again and was told they had never heard of the issue.  Sadly , he actually bought a monitor to avoid the issue.  Now he's looking at a line that's a good 1.5 inches wide right down the screen near the start bar and the machine is completely unusable as a portable machine.  That's just pitiful customer service.

Guess its time to start recommending HP or Lenovo to clients.

I certainly appreciate that at least there appears to be attention given to others who have posted here.

Of course, I and maybe ksgarza are of a slightly different issue. Well, it's the same if you ask us, the only difference is that we've had our LCDs replaced, only to have the SAME issue all over again. And yes, we've been "explained" to by Dell that there are a million and one other reasons why we're experiencing the issue all over again, and that the lifespan of an LCD varies, and that the replacement LCD was (only) on a 90-day warranty. And, if Dell only asked us, we'd say simply: the issue was never resolved. Simple.

Todds12, it is not that difficult to replace the LCD screem but it will cost you around $300. And if Dell indeed replaces your LCD screen for free, that replacement part may not last long as well, as what I experienced and several others as well. As to the verticallines.com website, I am not certain as to why that site was discontinued. Maybe because Dell "listened" before? As you may check other threads on this site, I myself mention several times that, for me, Dell has NOT resolved the issue. Dell replaced a dud with a dud and now Dell refuses to have mine replaced.

I just got the yellow line on our laptop.  I called Dell tech support.  They were very polite but didn't help any with the issue.  It sounded like they were well aware of the problem and I had to talk with out of warranty.   So I will try that tomorrow.   Why is the dellverticalline.com web site refer you to dell support and was changed?  Any advice on how to resolve this issue?   How hard is it to replace the screen on  your own?

Maybe it's time to revive the verticalline.com site or something similar to it. With what appears to be many victims of this issue, there may be some wisdom in documenting once more all our experiences,

I am so frustrated!!  Just spent almost an hour on the phone, with nothing being resolved.  Actually, the call finally ended because I got disconnected -- even though I gave the tech a contact number (in case we were disconnected) no one has called back.

I have an Inspiron 9300 that was purchased in December 2006.  I started having the vertical line issue about 8 months ago.  Called support and after a few transfers, spoke to a technical person who understood the issue.  Shortly thereafter, I received a box, and had my repaired laptop returned to me in the end of August 2008.  Now, I've got the same issue again. 

When I called this time, I explained to them that it was just repaired a little over 6 months ago and that I was having the same issue.  The response I received was the repair was made with a part with "no known issues", so if I wanted it repaired I would have to pay for it.  Yet, this part with "no known issues" is giving me the exact same problem that I had before!

I do not understand how this is remotely acceptable customer service.  Seems like someone at Dell would realize that even the replacements have issues.  Honestly, between my teens and I, we have 6 Dell computers in our house -- this is the only one I have issues with (of course, it was the most expensive).  Frustrating beyond belief......

Mentions Dell, customer service support. Very much like what I experienced with my Inspiron 9200 from Dell.

http://www.funnyordie.com/videos/9b1f347a7e/job-outsourcing-to-indiavery-funny-from-gof2

I find it insulting that Dell puts a warranty (90 days, I have learned) on a part--the LCD screen--that obviously, based on so many victims, continues to have an issue. As I had posted elsewhere on this site, I was told that the "new" LCD that was installed on my Inspiron 9200 usually has a 90 day warranty. Warranty, I now understand, protects the manufacturer rather than the consumer. Warranty apparently means the manufacturer is not liable after the company-set period of time. So much for warranty. And so much for quality.

I have been a victim as well.  I have been posting though on  a different thread: http://en.community.dell.com/blogs/direct2dell/archive/2007/04/09/10675.aspx

I must admit it is consoling to know that there are many among us who are victims. But it does make it also more frustrating.

@ David_and_Mark  If you would like to PM me the case number they provided you I will look into this case for you.  I'd be interested to see who stated they were not aware of this policy and that this was not an accurate source of info.  I will say that since your system was purchased in 2005 it would be outside the 3 year replacement period that our policy calls for so I'm not sure what, if anything, can be done for you.  I would like to contact that supervisor you spoke to, though.

Purchased: 2005

Location: Seattle, Washington, UNITED STATES

Problem: LCD, Multiple Vertical Lines, Single pixel lines, One Red (Center), One Green/Yellow (Right side on screen)

Computer is used for ArcGIS mapping, 17 inch screen comes in handy when working right

Telephoned Tech Support: 1(800) 624-9861 at 9:15AM Pacific Time on Tues, Feb 24, 2009

9:15AM, First Customer Service Agent requests for me to pay $49 for tech support. I indicated that the problem was noted in over 100 letters I had viewed in Dell Community Forums so I would not be paying for tech support. I was told that because my warranty expired one year after I purchased the computer, that I must pay. I indicated that people had gone over the warranty and still had their faulty LCD’s replaced. I was told that I would need to be transferred to somebody else. I am transferredfrom the customer service center in India and wait for the next person to respond.

9:25AM, Second Customer Service Agent named Pamela asks for my Service Tag number. Pamela begins a repeated effort at securing a $49 tech support payment. I indicate that this is not a problem which I need to pay $49 for, the matter of a defective LCD which I need to have addressed. Pamela proceeded to swindle $49 in 5 different methods, to which I called her out and told her that she was attempting to take money for defects that had already been diagnosed. Pamela proceeded in battle for nearly 10 minutes before I finally asked to speak to a supervisor. I was instructed by Pamela that a supervisor could only repeat what she had discussed with me. I indicated that this would be fine, to please transfer me to a supervisor. Pamela placed me on hold as she attempted to locate a supervisor. At 9:40, I was told by Pamela that a supervisor was not available, but she would transfer me to a tech support manager to address the RECALL ISSUE.

9:50AM, Third attempt, A Tech Support service agent came on the line and asked for the Express Service Code, to which I also offered the Journal ID # 09055LY0NJ from Wizard ID 341382, from the pages at Dell which troubleshoot your problem. I was asked to hold so the agent could check his resources.   When the tech support person came back on the line, he was familiar with the Vertical Line issue and asked for me to bring another monitor to the laptop to see if the vertical lines appeared on another screen. They did not. The technical support service agent then asked me to power down the computer completely, then power up and press the F2 key 5 times. This brought up a grey screen. The technical support service agent then asked what was on the screen, which I indicated that a black and grey backdrop with white lettering was present. He asked if the lines were still there, and I indicated that they were. At that point, the technical support service agent indicated that the LCD would need to be replaced. He immediately went into suggesting that I purchase a $197.26 warranty, which I could be offered a deal for $149.00. I was told that the Warranty was normally $337. I responded by asking why he would perceive that I needed the Warranty. He indicated that it would be offered in case I had any future problems. I asked why he perceived that there may be future problems and how that might be applied to my LCD screen. He then indicated that the money would not at all be applied toward the current issue with the LCD. I then asked if the $149.00 amount was supposed to be the amount for replacing the LCD screen. He indicated that it was not the amount to replace the screen and that he would not be able to offer a price or a discount for the LCD. I then proceeded to say that if the $197.26 was not affecting the outcome of the LCD being fixed, then why was it suggested? As the technical support service agent was hesitant, offering that in the world, there are these problems and these things happen, I agreed with him, but asked if I could speak to his supervisor. The technical support service agent indicated that his supervisor was only going to reiterate what had already been talked about and probably could not do anything. I indicated that it was alright, that I still wanted to speak to a supervisor. At 10:20PM, I was transferred to a Tech support supervisor.

10:35AM, Fourth attempt, A tech support supervisor came on the line. It was a peculiar situation, as the person on the line sounded just like the person that had just talked to me. They repeated almost word for word the problems that had been discussed with the tech support service agent I had just spoken with. Upon repeating these problems, I was placed on hold for a moment. The next time somebody came on the phone, the accent of the person speaking was different than that of the person I was speaking with before I was placed on hold. This manager asked what I would like for them to do. I proceeded to say that like the 100 letters that I had in front of me indicating that this is an ongoing problem with the Inspiron 9200, 9300, and 9400 versions, I would like to have the problem with the lines in my LCD rectified, if that meant sending a container to send the product to them or having a technician look at the problem. I was asked by the manager where I got my information. I indicated that I found three sources:

http://www.engadget.com/2007/06/20/dell-fesses-to-more-vertical-line-issues-offers-free-replacem/

http://en.community.dell.com/blogs/direct2dell/archive/2007/04/09/potential-vertical-line-on-certain-17-quot-notebook-displays.aspx

http://en.community.dell.com/blogs/direct2dell/archive/2008/01/16/41379.aspx

Upon giving the manager these three sources, he proceeded to tell me that the information in these sources really is not accurate a great deal of the time. I proceeded to ask the manager that since I know four people on these sites that have indicated they have had problems, so are you then implying that my friends are lying to me. He said he was not saying that they were lying, to which I replied, “but then you are merely implying that they may be lying.” He then asked for the URL link, and then proceeded to say that it was not working for him. I asked for his e-mail address so that I could send it to him, but he was reluctant to provide one. I finally stated that what I believed that I was experiencing with Dell was a lot of finagling. I also indicated that as a seasoned journalist, I would be inclined to publish the conditions that I had experienced on Dell community forums as well as in other publications.  I indicated that with the number of computers and businesses that I have that use computers, while we use HP and Toshiba among others, it is unlikely that we would wish to purchase equipment from Dell again, based on the treatment from customer service that we had experienced. He then said that the request was really out of his hands, but that he could generate a case number for me, if I wished, where somebody would get back to me within 3 days. He placed me on hold again. When the manager returned, he indicated that I could use this case number he generated as a reference and anybody would be able to use that number to give me a response on the status of my request. I am now waiting to find out how Dell will proceed. Stay tuned.

Dell Vertical Line Issues continue !  I have an Inspiron 1520 with the Dell Vertical Line Issue.  The Vertical Line appeared just after 14 months of use.  Phone call after phone call with Dell.  A very frustrating customer experience to say the least.  I've been told by Dell that there has not been any issues with the Inspiron 1520.  If you don't acknowledge a failure by documenting it, I guess you can say that this model has no issues.  My Inspiron 1520 has this issue. 

Dell Vertical Line Issues continue.  I have an Inspiron 1520 with the Dell Vertical Line Issue.  Vertical Line appeared just after 14 months of use.  Phone call after phone call.  A very frustrating customer experience to say the least.I've been told by Dell that there has been no issues with the Inspiron 1520.  If you don’t acknowledge a failure by documenting it, I guess you can say that this model has “No Issues”.

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I have had the same issue.  I bought my 9300 December 2005.  In the middle of December 2008 i noticed a Red vertical line down the middle of my monitor.  Luckily my onsite warranty hadn't expired yet and after the support person tried a few things to fix the problem they agreed to send me a new LCD.  The item was on back order and just arrived yesterday (After warranty has expired).  Everything looked great after the tech installed the new LCD, but now 1 day later I have a blue vertical line showing up.  Needless to say I'm not too pleased and will need to contact their customer support again.

Where to begin?  Today (20 January 2009), after talking to 12 people at Dell from Customer care to Tech support of all levels, they have finally agreed to replace the LCD panel.  I'm back having happy thoughts but I've got to admit that there are way too many people to talk to at Dell.  It really is a case of the left hand not knowing what the right is doing or even what it is capable of doing.  After spending 4 hours on the phone and going through 2 rechargeable phones, I have finally talked to someone in customer care that could escalate the issue to a higher level and could give me an answer.  The gist of it is that, although the warranty expired back in September 2008, Dell has agreed to replace the LCD screen of "pippi63" who is in the same situation as me and that has set a precedent.  If your warranty is over and you develop the lines, don't despair but be ready for a lenghty fight over the phone.

I just got off the phone with Dell Tech support.  My Inspiron 9300 started to show lines yesterday.  I found this blog and followed the instructions.  I wasn't sure of the purchase date and this call was made to verify this but the tech told me that it had expired in September 2008.  However, she proceeded to talk to her supervisor twice and she then told me that Dell would approve the replacement.  She then gave me the instructions for shipping back the laptop, the case number, the phone number for Purolator, and I received an email listing the same information about 10 minutes later.

I was thinking happy thoughts towards Dell at that time and what a swell company it is.  However, the happy thoughts are now gone.  This evening, I received a call from the same technician telling me that the powers that be had reviewed the case and decided to rescind their decisions.  Apparently, yesterday, it didn't matter that the laptop was 4 months over the 3 year period allowed for the replacement but tonight, it does matter.

I could have lived with being refused during the call because of the laptop being over 3 years old.  I would have been disapointed but I could have handled it and then moved on to look for replacement LCD screens.  Now, I'm mad at Dell.  When the problem was identified, they could have contacted the owners of these laptops and offer to replace the screen at that time, instead, they wait for the screen to fail and hope that the laptop has lapsed over the 3 year period so that they don't have to do anything about it.

Inspiron 9200 purchased on 12/24/2004 began having problems a few weeks ago.  When the line count exceeded 20 lines, I used dell chat to get my screen replacement scheduled for the next business day.  not bad.

I would like to say thank you very much to Todd for the prompt communication and Dell US & Australia to finally resolve my issue. Dell US technician had come to fix my notebook just now and now I can login and use the notebook without vertical lines. I hope the issue will not happen again in the future. Keep up the great service, Dell!

I have an Inspiron 6000 with the vertical lines issue and have e-mailed 'vertical_line@dell.com' twice with no response.  What should I do now?

My Dell XPS M1330 can no longer be used due to vertical lines. Every time I try to start the notebook, vertical lines appears and nothing legible and I can't proceed further. I have to press power button to shut it off.

I purchased my XPS M1330 in Australia and it's still under complete cover coverage program and next business day on-site until early next year. However I'm currently located in the US. I tried to contact both Dell Australia and Dell US. Dell Australia said they are unable to support me since I'm currently located in the US and asked me to contact Dell US. When I called and emailed Dell US, Dell US said they could not find my service tag since it's not purchased in the US and they are unable to support me. I've tried to email vertical_lines@dell.com , I'm still waiting for reply.

I still have a lot of warranty remaining in my notebook. Can Dell from either country assist me at all, please? I can't use my notebook due to the vertical lines issue. Thanks in advance for any reply.

This is my 5th post. My first refurbished screen had problems as mentioned earlier, so Dell sent me a 2nd one a few weeks later. 10 months after my first post, no more lines! yay!

My thoughts on Dell . . . The whole screen replacement shipping process is incredibly fast and simple, and all email communication with Dell has been great. But the Dell phone reps seriously need better training - you don't want poorly trained people having direct contact with your customers!

Shane, that sounds like a connection issue and not the screen.  Those of us with faulty monitors can tell you that they don't change once they appear.

I know it's a machine you just got, but I'd suggest removing the cover and checking the connection and the wire where it passes to the monitor at the left hinge.  this can easily become a pinch point and has damaged wiring in some cases.

Check the wire for abrasion and pinching and re-seat the monitor connection at the base of the monitor.  Hopefully that will help.

Thanks for the reply Todd. Unfortunately, the driver update didn't resolve the issue. If I tap the ESC or "1" key hard enough, the yellow lines flicker on and off. I've called Support and they are sending a tech out to replace the "LCD Assembly". Hopefully that takes care of the problem.

I just received my refurbished XPS 1530 today and upon booting up, I was greeted with vertical yellow lines across the display. I went thru the whole setup process anyway and after completing the Windows Vista updates, the lines disappeared.

Should I be concerned about this?

I contacted Dell by email as instructed and received a phone call from India a couple of weeks later that my Inspiron 9300 wasn't covered -- just more of the same Dell customer non-support.  This, among other ridiculous experiences with Dell, is just one more reason to cheer when this thing finally dies and I can get Dell out of my misery forever.

I just want to profusely thank Michael Coffey.

After being told my Inspiron 9300 was out of warentee by tech support, I was ready to discard the machine and get a new one.

Instead, I researched the vertical line (vertical band in my case) and found his posts on this blog.

I wrote an email to vertical_line@dell.com yesterday stating my problem, citing Michael's info and INSISTING the problem be fixed - today a supervisor called, apologized, agreed to fix the problem. He is sending me a shipping container as I write this!

Thanks again Michael.

Jim

Hallo again,

after 40 days of trouble I got a by Dell changed
display WITHOUT vertical lines and strange colours.

Dell changed it, 3 year warranty is gone since March 08

1. since 07/08 vertical lines and strange Colours on Precision M60 with LG Philips display WUXGA 1920x1200, part name LP154WU1 (A1).

2. Talking to the Hotline results in an offer by Dell to change the display finally for EUR 260 including 25% dicount and nothing else, cause my 3 year warranty was gone. I don´t accept at this point.

3. Looking for a new or used display was difficult and expensive for WUXGA.

4. Found this webpage, very helpful. Posted some posts.

5. Wrote an email to

vertical_line@dell.com

Next day I was called by Dell, desribed my problem and after some mails, I got the offer by Dell to send in my M60 and let control whether it is really the display and nothing else. Display change would be free, costs for other parts were mine, if they would find something and would ask me what to do.

6. Dell sends me an empty box, I send it to their repair station. After 15 days I got my M60 back, well repaired and only the display was faulty, for free for me.

Important: Insist that your display is changed. This posting here of Michael Coffey was really helpful.

I quote:

Michael Coffey said:

I wish everyone success in getting a new display. Write an email to vertical_line@dell.com

good luck

as

I bought a Dell Inspiron 9300 in May of 2005.  I started noticing the infamous vertical blue line, right of center, on my laptop screen. After doing some searching online, I found this website and others dealing with this problem. Many of the comments on here were really helpful.  I call Dell and told them about my problem.  Now my computer is like 4 months past the three year coverage date, but after speaking with Dell for about 2 HOURS and getting transferred from Technical Support, to a Tech Support Manager, to Out Of Warranty Dept, to Out Of Warranty Dept Manager, back to another Tech Support, and finally to another Tech  Support Manager, I find that I have pretty much spoken with everyone in India about my laptop.   Either they got tired of transferring me or them just eventually did the right thing, who knows.  Anyways, the last manager finally agreed to replace my screen at no charge even though it was out of warranty. During my call I pretty much heard every excuse not to fix my laptop.

- Sorry, your computer is out of warranty.

- You need to purchase a 50 dollar tech support before we can help you.

- We want you to pay $480 to replace it.

- You missed the three year cut off so we can't replace it.

- The blue line is due to software not hardware.

- Are you sure you see a blue line?

-Did you drop your computer?

- Do you have a Dell printer? Do you want to buy some ink?

Finally the last guy who was a manager acknowledged that they KNEW about this problem. He even agreed with me that Dell should not use the three year guide but instead cover all computers between 12/04 - 12/06 with this problem because it is widespread.  I told him that as a business owner who has bought many computer's from Dell, their behavior and lack of action was the right way to lose customers.  I had to speak with six people to get results.

So my advice to others out there with this problem, and I am sure there are many, is to be persistent and complain, complain, complain. Demand they replace the screen even though it is over the three years of recall.  Also some reps are much more qualified so if the one your talking with is not helpful, get transfered to another dept or ask for the manager.  Don't give up and let them know why they should replace it. Also mention this site.  Customer service should not be this hard.

Just got my first green line on my e1705 looking forward 2 many more.

:: UPDATE ::

I received and installed the new LCD yesterday.  It was a refurbished unit and came with what looked to be a new ribbon cable.  I replacement was fairly simple (thought I did crack the bezel by not following the instructions as I should have).  The new LCD is free if vertical lines and Katie is extremely happy.

The only issue is that the new LCD seems to have some small dust specs under the "glass."  I assume this is from the refurbishing process.  One of the specs could be a dead pixel, but I really don't think so.  Either way, the new LCD is a vast improvement over the 70+ lines that existed.

Also, I'm pretty sure the machine was past the 3 year mark by a few months.  There were no issues with the replacement other than the slight delay in response from Dell.  Todd got my info to the correct department and it was fine from there.  Good luck to everyone still trying for replacement.

:: UPDATE ::

Got a message from Dell on Tuesday to let me know that the monitor is on backorder.  No timeframe for shipment.

*correction, 'top right of my screen'

This is my 4th post. At one point my 9400 had two blue lines, two red lines, and one yellow line. When a new line forms, its more of a dashed line at first that comes and goes, and appears to respond to movement of windows on my laptop screen.

After my last post, Dell emailed me and sent me a new screen. yaaaay! So I replaced the screen, but removing that darn bezel is difficult. Use a flathead screwdriver to pry it open from the screen side, really helps.

Anyway, it appears my new screen is probably refurbished. There are two dead pixels, and has a pressure spot at the top left of my screen about an inch wide. It ripples like water when I move/touch my screen, but otherwise I don't see it. Googling around I found others with a similar problem. So I took my screen apart again and reseated the bezel, but that didn't fix it. I just sent another email to William Bivin (the second dell rep who emailed me).

Not perfect, but better than the last screen with the lines! =)

@ Drew: http://support.dell.com/support/edocs/systems/ins9300/sm/sullivaz.htm#wp1006390

I'd say the cable referenced in step 7 is the likely culprit if the issue is indeed cable related.  That same cable also connects to the rear of the LCD panel and you could try reseating it as well, but it's a pain to get to and takes about twice as long.

I'd also suggest checking the cable where it basses in to the monitor bezel near the hinge as it could have developend in to a pinch point.

If you see no damage to the cable and re-seating doesn't help the situation the LCD could be the issue.  I only suggest that the cable could be the issue because most peple with the LCD related vertical line issue can do nothing to make it go away.  In your case it was affected by physical movement which usually indicated a cable issue.  I found this when initially researching the issue.  Good luck with a solution.

BTW, an update on my situation ... My LCD is on the way but has been delayed due to Hurricane Ike.  It should ship mid-week.

I guess there are two threads about this problem so I'll copy and paste my comment from the other site: http://direct2dell.com/one2one/archive/2007/04/09/10675.aspx

I'm in the same situation of having the Vertical Line issue.  I have the Dell 9300 purchased in Mar 2005.  My lines just started appearing about a month ago and of course like everyone initially only had one line, then it grew to 2, then 3 now I have 5 lines and I'm sure there will be more to come.  I contacted their customer service and after being bounced around from line to line for 25 minutes, I finally was able to discuss the "vertical line issue" to the customer service rep that acknowledge they were aware of the problem (even though he initially said they were not aware of any vertical line issues until I told him that I searched the web and found many sites with people complaining about this issue.  Then I pointed out this web site specificcally and he then changed his response to "ah yeah, that's right... we can do something about this problem".  OMG, even my roommate's jaw dropped (who was next to me listening since I was on the speaker phone) because she couldn't believe how bad Dell's customer service acted.  Well, after discussing this issue with him for another 15 minutes, he came back and said "oh, your computer is passed the 3 year warranty" and this was after assuring me that they can "do something about this to fix it". I responded by saying that just just because my computer didn't get the lines until a few months after their "3 year" warranty extension for the "vertical line issue" shouldn't mean that they should not fix my monitor when they clearly knew about this defect.  After much arguing he said that he would have to pass this on to their escalation dept. and I would get a call back.  About an hour later, I received a call back from his supervisor and he also said that this has passed the 3 year warranty. I then requested to speak to his manager because this is unacceptable on Dell's part to not correct this because I happened to not have this happen until a few months after the three year mark. I told him to expect a lot more people calling them because of this "vertical line" issue because after doing more googling - I've found over 200 complaints about this issue.  I am now on the waiting to hear back from Dell group.  I will let you know what happens since Dell said they would call me back in 24-48 business hours.  I think if we (the after 3 year warranty group) keep calling them to report that it is happening all over again, maybe they won't make us jump through hoops to have them fix what they clearly knew was an issue like they did with the intial group that had this occur to them in 2007. 

I have a Dell Inspiron E1705 Just barely over one year old and it has now developed a very annoying vertical yellow line one 1-2 inches from the right side of the display. I called DELL and the NON AMERICAN rep told me that i would have to pay 400 dollars to repair it and that my llaptop was not affectede by this condition listed here. COMON!!! It's barely a year old and pampered. I have 2 other laptops from HP that are over 8 years old that don't have a single problem.

Take my advice NEVER BUY DELL again...I will tell everyone i come into contact with about this and show them mine as proof. I will alos post about this problem and advise people to stay away from this company for the remainder of my life.

@Matt: i started to, but decided i should wait to hear back from Dell first. I sent the email at the same time i posted that first post. I am comfortable trying to reseat the cable, i simply don't have instructions on how to do it. thanks for any url's etc..

To Dell Tech Support:

I am regreting buying a dell inspiron 9300 system.  Dell technical supports are all clueless or they are just playing dump to avoid taking care of their defect systems.  Why everytime I call more than 3x, even, with the case # they seems to not knowing or understand what is the issue. 

To Dell Customer Care:

3x I called, they sound very sincere and get to the problem right away and nothing is done.  You just lost this customer. I am all Mac now.  Thank for getting Dell computers out of my system.

I started have problems with my 9400 within the first year of purchase, I received it April 06. I'm sure Dell is aware that these models are a problem too... greedy company.  I've purchased two machine from them since. And they better believe I won't purchase anymore.

:: UPDATE ::

I just got word that my new LCD is on the way.  I've been instructed to repackeage the defective LCD and send it back to Dell.  They are providing a shipping label for the return.

@ Drew: If the proble used to get better when you physically did something to the machine then it could be a connection issue.  Have you tried reseating the monitor cables?

:: UPDATE ::

I just received a reply from Dell.  My system is covered and they gave me the choice of a depot repair (box and ship) or to just send me an LCD "kit" and I can replace the monitor myself.  I've requested the LCD ki to reduce downtime since my wife is anxious to have the machine usable again.

I'll update again when I have more info.  Again, this is a 9300 purchased early to mid 2005, so it seems that they are still replacing screens outside of the 3 year period.  It may have something to do with when the issue starts as ours started nearly 2 years back.

i have a 2.5 year-old 9300i and now have a variation of this common vertical line issue: i have a solid horizontal band of 3" vertical lines! Yikes! I was able to make it go away by fully opening the lid, but no longer.. sad day!

I have a 9300 that I purchased just around 2 and a half years ago, and now I have the verticle line issue.

I DID try calling the number but no one knew what I was talking about and they refused to look at this address. One lady even wanted me to pay $49 to have a diagnosis since I was out of warrenty...but it hasn't been three years yet so I am still eligible for a replacement monitor right?

I use photoshop on a daily basis for my work but now I find that I have to go use the library's computers for such tasks because of these lines. I purposely choose a Dell instead of a Mac years ago, but with the service I'm recieving I'm starting to regret my decision.

I'll email Dell and see what happens there.

Mr Coffey,

This website specifically says "We will replace any LCD that develops a vertical line associated with this specific issue within three years of purchase, at no charge for parts and labor."  I purchased mine 3 years and 2 months ago.

When I contacted Dell Tech Support (India), they claim that they do not have access to this website and likely it is not an official dell website.  Repeatedly.  I read them the address; Nothing.  I gave them the search query; nothing.  "We do not have access to this website you say".  I then asked to be transfered to an American technical support agent, only to be told that he cannot promise I will be connected to one.  I was transferred three times, all to Indians( "Andy", and I think "Sue".) 

And also for the record, The one agent ("Trevor") that I spent the most time with was not aware of any vertical line issues with the LCD displays in any notebooks. 

:: UPDATE ::

I wanted to report that Todd Smart from Dell did contact me and verify that my wife's computer was part of the affected batch.  We're working on a solution now and I'll report back.

As a note, I wrote to the "vertical_line" address and did not receive a reply, but Todd saw my post here and was able to route my info to the correct department and get things rolling.  So, thank you Todd.  I'm glad that Dell is standing behind their product and replacing the defective parts.

I got my dell1501 last year and it has  vertical lines in it and i wrote to dell  to have  them to fix  it or send  me a new screen to fix it and they wrote back and said mine was not on the list to be fix and it not right. you buy some thing from them and it not right.. they should  fix it,

Tony Flagg -  Read my above post; my Inspiron was out of the 3 year warranty.  I only had a one year warranty when I bought it in 2005. 

I told them they will replace it because it met the conditions listed on this page:

1) Purchased between Dec 04 and Dec 06.

2) My model (Inspiron 600) is listed as defective.

Do not take no for an answer.  Insist they repair it.  Cite this page directly.

Yes or No.

Are affected systems, OUT of 3 year warranty window, fixed by dell for free?

I have a dell inspiron E1505. My laptop is fine but when we open it, the screen and front cover seems to break apart at the right side hinge. I have noticed the same problem in another laptop of the same model.  I am afraid after a point it may break.  Is there anything we can do?

HI,

I've a DELL LATITUDE D510, and since about a half year I have 40(!) vertical lines on the display which are very dark and make the laptop nearly useless!!!

eui kim, your issue sounds like it could be a connection problem.  A loose connection can cause the same vertical line issue.  You could try reseating the ribbon connection on the monitor and vid card/motherboard to see if it helps.  Good Luck!

Reply to AP,

I had same doubt on using SIM socket in Inspiron 1420, thats y i called DTS singapore, that time only DTS engineer came to know Inspiron have SIM socket,   Just kidding....

They reply me SIM Socket application only at USA.

Well, I just found this information today ... my wife's 9300 started showing vertical lines early last year.  It now has 72 lines of varying colors.  I've written to the the supplied e-mail address and attached photos of the screen in hopes of replacement.

I thought the same as some others that have posted here ... the warranty was gone and I didn't come across this info when the issue first arose.

She's just been dealing with the lines for over a year now and it just keeps getting worse.  We never got around to purchasing a replacement monitor or video card and I guess it's a good thing.  I hope Dell responds quickly and can replace the defective unit.

I've noticed the same with my Insp. 6400/E1505 Laptop, that if you squeeze the left from the back ,the lines go away....definately something fishy going on here.

I have commented once before, regarding the vertical line problem on 6400/E1505 (purchased in 2006). Out of curiosity while I was fixing some software problems, I very lightly twisted the LCD display panel (lid). Surprisingly, the lines were disappeared. Not only they disappeared, but also the display was perfectly functionning. However, as soon as I released the tension the lines were back. I don't know exactly what this means, but it looks like some physical tension (on the panel) could create the lines.

Anyone saw the similar?

Just to add my experience to the comments:

I have an Inspiron 6000, purchased June 5, 2005.  It's out of warranty and past the three year purchase range stated in this blog.  I had my LCD replaced and got my laptop back in 4 business days.  I got the box to ship it on Tuesday, and received it back today (Friday). 

Some advice to those trying to have their issue resolved:

1) When you call Tech Support, *insist* that your LCD be replaced due to "defective components, as stated by Dell on their website." 

2) Don't let them tell you that it can't be fixed if out of warrany or out of the three year purchase range.  If your laptop was shipped between the dates specified about (Dec 2004 and Dec 2006) you *will* have your LCD replaced. 

3) It took asking to be transferred to a second tech to get someone reasonably competent who was willing to help.  Again, don't let them talk you down or contradict your claim. 

4) Cite this website specifically - I had to read the URL to the tech but it supported my claim.  Dell techs aren't aware of this issue (Great going Dell), so don't blame them if they don't know what you're talking about right away. 

To reiterate; INSIST that your LCD be replaced.  Accept no alternatives.  Warranty and purchase date (as long as between Dec 04 and Dec 06) are not an issue.  This is a defective component, as confirmed by Dell on their own website. 

Good luck to all.

Just got a E207WFP 20" VGA/DVI-D (HDCP) LCD monitor. It occassionally displays a pink vertical line one pixel wide about an inch from the right margin. Along the pink line are flashing bright light green streaks that keeps flickering.

I will have to call Dell Support to follow-up, but dread the experience given the past encounter when I bought an Inspiron laptop several years ago. Should have avoided Dell. Will very likely return the LCD since it is just a few days since I got it.

Jay:

I couldn't agree with you more.  Unfortunately, they do not publish my remarks although I follow the terms of this website.  The same exact thing happened to me.  Although, I was told i had 4 different parts in my computer from four different Dell associates.

I decided to call up Dell and of course got their outscurced support help (I loosely call it help) to try and get some information on the affected LCD's. I was looking for Manufacturer part numbers and dell part numbers. I know these are out there because I've worked break/fix and it's needed for any of repair on devices. I have also gone through the possible issue stated before in the blog and it all checks out OK.

Here is the odd thing, they refused to give me that information and just kept saying my model is not one of the affected ones. That's all great and dandy but I am not asking about my model. I wanted to know the part numbers of the LCD's of the affected models.Best part was he refused to give me that info and then when I escalated the issue he refused to pass me on to anyone. WOW that is great customer service.

Obviously there is an issue with the 1505/6400 that were manufactured at that time. Look at the number of people here posting on this fourm about it. In my opinion they just didn't test that particular model or the failure rates was not high enough for them to admit there was an issue but there is an ISSUE! If the 6400 was not affected then why does it say "All of these shipped between December 2004 and December 2006" Why not april 06 just before the 6400 came out?

What's so precious about this info, what is it Dell doesn't want us to know? It's got to be something big based on the lack of support I am getting on all this.

Based on this I know my next purchase will not be a dell. All manufacturers have problems with devices. It's how they handle the customer support is what will keep people buying their product. AS you can see, DELL gets a big F on that one.

too bad, my comment wasnt even posted.

Shame on Dell

Hi all,

I am also facing the same issue on my Inspiron E1505. I bought this in Oct'06. A single red vertical line started appearing on my laptop screen 2 months ago. After googling "dell laptop red vertical line", I found that this is a common problem. From the posts it appears, it will be difficult to get the lcd panel replaced for free. Moreover, I am not even in US. So its better to stay away from Dell in the future. Good going Dell !!

I too fall under the vertical line problem on a Inspiron 6400. I also tried to call tech support and got the "the 6400 is no affected" line from them even though my lapotp was purchased during the time that they were having the issues with the displays (april 06).

I also asked if I could get the part numbers of the displays that are experiencing the issues and they refused to give me the information. So here you have a customer that is willing to do the tech work and confirm info by pulling apart their device but yet you get no help. Unless Dell is willing to play ball I will be sure everyone I know to stay away from Dell if they are looking to purchase a PC laptop.

I am very dissapointed in Dell as they wont even help someone wanting to help them.

Dear,

i'm in Vietnam.I have a inspiron 9300, and it has the same problem above. there are 3 one-pixel lines that appear on the screen.

i want to know that where can i solve this problem in Vietnam??

replay me as soon as possible!!

Thanks alot!!!

@John

INTERESTING TO KNOW THAT DELL DEL(L)ETES POSTINGS

Must have to to with the Name Dell ;-)

Got a new offer from Dell

since march out of 3 years warranty wuxga 15.4" display.

Full Price of new display minus 10% and again minus 15%.

with the comment that here in the blogs is readable, that Dell only offers change for free in 3 years warranty time.

Strange that there are other customers notebooks, where it was changed OUT OF WARRANTY.

Strange Delleting!!!!!!!!!!!!

This is my third post, but I noticed my 2nd post (that fully abided by terms of service) has been deleted. Dell, deleting posts isn't going to get you anywhere!

Anyway, to the point. I now have 4 lines on my 9400 screen. Two blue ones, a red one, and a yellow one that seems to come and go. This yellow line also seems somewhat responsive to whats on my screen and if I'm moving windows around across my screen.

So I tried following dells link here:

http://support.dell.com/support/edocs/systems/ins9400/en/sm/display.htm

that says I should remove my screen then put it back together. Unfortunately the instructions were too poor, and I got stuck trying to remove the bezel. It just wouldn't come off. But I reseated the cable that attached from the screen to the base.

The lines are still here. My guess is that its caused by "The most common type of failure that leads to lines on the display is an open circuit connection between the driver IC (flexible circuit board) and LCD glass."

But all lines appeared while my laptop hasn't left my desk for months.

Dell, you think you are saving money by not replacing our screens. But when my friends ask, 'why are there lines on your screen?', I just tell them the truth - 'oh, its a common problem with dell laptops.' You've lost several customers already.

I bought an 17" Inspiron 9300 in July of '05.  Vertical lines began appearing a couple of months ago.  Now more than 20 lines appear on my screen.  After going through the runaround with Dell, I'm told that without my warranty, it would cost me $818.99 to replace it!!!  They also said that the sites information was false, and they could not replace it for free.

This is the answer I received in an email asking for the laptop, E1505, to be repaired at Dell's cost.  "

Also, our tools will not be able to process the dispatch, even if we create it because the system is out of warranty.

".  Dell, a supposed technological leader whose products are, according to them, second to none, has no means of creating a repair order because my laptop is out of warranty.  They don't have the tools.  Anyone who is inquiring about buying a Dell computer, do you really want to buy from a company that does not have the tools to take care of the customer after the warranty expires?  Do you want to buy from someone who tells you that they have run extended studies on the E1505 yet does not have software to create a repair order for $0.  Wow.

comment to my Precision M60 with vertical line an d now wrong colors on display, but nothing appeared here

sice 2 weeks my Dell precision M60,manufactured in 2005 with an LG Philips Display WUXGA, got also one vertical line in the middle of the display.the same in DOS mode or with Linux. Now the line is gone, but instead of that the displaycolors are wrong. viewing pictures is terrible.I talk to Dell  support  on phone, but Dell only said, I would be out of warranty since March 2008 and they could only offer a new panel for about 260 Euros with selfservice. A joke.

I´m very angry, after reading all this blog sites, cause now I know, that it seems to  be a production  fault.

I was very happy to use my M60, cause I was looking for a good notebook with a good display for a long time, but now I can´t use it any more and don´t want to compare notebooks again to buy a new one.

In my opinion Dell should change all faulty display with production error, cause which customer, who gots 3 years warranty and is ignored by Dell afterwards will buy a Dell product again? Me not. I have sent again an email to Dell support and  now I´m waiting  for an positive reaction  and change  for  free  like other customers.

Yesterday my daughter brought her e1505(17") to me to show some problems she had. Beside her problem I saw three or four vertical lines of different colors. She said that they started appearing few months ago! I bought the laptop myself sometime in 2006, and I feel really bad. I have bought 6 laptops, and this is the first one with such problem. I think that Dell should look into this model for the problem too.

I purchased an inspiron 1501 in December of 06 for a christmas present to my mother.  Well as most have already stated a few months out of warranty the vertical lines appear.  I researched to find out if any others were experiencing the same problems & I ran accross the letter from Dell detailing the LCD defect.  Ofcourse the model I purchased was not listed in the recall, it being a lower end model, way to go Dell. I'm just glad that I was able to find out about how they handle their customers before I purchased my 30" monitor for home, and upgraded my entire offices pc's.  HP here I come.

They got me too! Mine is an Inspiron E1505 purchased in June of 2007. It now has about a dozen lines of varying colors on the screen rendering it more and more useless as they appear. Until today they had mostly been on the left side of the screen but today two new ones appeared on the right side. Oh Joy! Of course, I'm out of warranty and this model supposedly doesn't have the problem according to Dell so their solution of course is GET OUT YOUR WALLET!

Well, I'll get my wallet out but it won't be for Dell ever again. This is three Dell laptops in a row for me that have developed some kind of annoying issue shortly after the warranty runs out. Time to try another company. I hear HPs are pretty good these days.

I purchased the dell Inspiron 9300 in June of 2005.  We started having trouble with the vertical lines about a year ago, but figured it was out of warrantee, so nothing to do about it.  Then this weekend I searched the web and found this site.  I am a Boeing Employee customer. 
The phone number published above will not allow me to enter the express tag.  It offers to let me talk to paid software support only.
Could you please help me with this.  The screen has gotten so bad as to be practically unusable.  I was not sent notice of this problem, thru any mailing.  The problem arose well before 3 years after purchase.  I just had no way of knowing this was a mass problem.
Please tell me how to procede.  Thanks,

WOW.  Amazingly enough, another line appeared overnight.  Turned  the laptop on this morning and now we have 3 lines on the defective (defined by Dell as not being included in this recall) LCD of my 6400/E1505.  Overnight!  I hope this forum in some part may provide those who are researching which laptop or computer to buy, a true vision of Dell products and their committment to customers.  If you dont shell out $$$ for an extended warranty, Dell could not care less. 

And now I have three blue-purple lines on my D420!

I bought the D420 because I had the idea that it was, if not the most powerful or cheap, at least a very reliable notebook based on reviews. Looks like that was a dumb mistake.

It's been almost 12 months since I started on my quest to have Dell acknowledge the screen on 510M has a problem. I thought I might re-visit this site and it's good to see nothing has changed, good luck everyone!!

Hi All,

I have a problem can anyone please help me out, i have dell inspiron 1420. It has a Sim Socket under the battery, can i use the sim device to access internet with a sim card. I installed driver( downloaded from dell’s website) for that device, but the driver gives error ‘No Device Detected’. Also can you tell me is that sim device is mobile vendor specific or i can use it with any company sim card, actually i am in India.
Thanks in advance

AP

Yet another call from "corporate".... amazingly enough, today IT IS a part issue and not a design issue like yesterday.   When asked why the first recall did not include all of the systems involved but just some, I was told that they ran tests on all systems and the 6400 did not receive a negative analysis and thus was not defective.  When asked to see the results of the study or test, I of course was denied access to such information.  After all, why provide proof if they are definitely sure that the 6400's LCD is not defective... When asked how come so many people that own the 6400/E1505 have posted on this forum regarding their LCD having vertical lines, the response was "they are just trying to get their LCD replaced" or"not telling the truth".  The response when asked why they would want a replacement LCD if there was nothing wrong with theirs or "why would they make that up?" was "I'm sorry Sir the decision is that we (Dell) will not be able to replace your LCD because DELL has determined that it is not defective... of course, once again, consumer affairs in Texas does not have a phone number where one can reach their US headquarters.

UPDATE:

Dell Corporate office called to inform me that my Inspiron 6400/E1505 is not a system that has a defective LCD.  The corporate employee that called, informed me he was responding to the Better Business Bureau complaint I filed and not the letter to Michael Dell.  Once again another "corporate" employee based in another country.  He refused to give me a phone number to contact Dell headquarters in Texas and was told there was no such thing.  Amazingly enough, Dell Corporate Headquarters in Texas are working without the benefit of technology as modern as the telephone.   He also refused to disclose the defective part that has been a mystery to date.  He mentioned that it might not be so much as a part issue as it is a design issue.  So, how is the Inspiron 6000 designed differently than the 6400???  

Todd:

If you are so sure that my part is not defective, why does Dell refuse to publically identify the manufacturer's part or parts that has been deemed defective.  Why is that question never answered?  I did read the letter written by Mike and as I stated to Dell many times, that Laptop has not been moved from atop a desk.  The battery is shot making my laptop a virtual desktop. Therefore the poor connection issues that may cause vertical lines are non existant.  How do you explain that upon turning it in the morning the lines appeared?  No one moved it... no one touched it except for the power button.   Face it PLANNED OBSOLESCENCE by your company and refusal to do what is right!

Edited to meet Terms of Service:

Bought a Inspiron 6400/E1505 that has developed two vertical lines.  I didn't really do much until the 2nd line developed.  I googled "vertical lines on dell laptop" and came across this forum.  I contacted Dell to begin my journey to what has been correctly termed Dell Hell.  Dell Customer service associates need to master the english language before they are put into a position requiring communication and also need to remove the marbles out of their mouth when they do indeed utter words.  In understanding every third word, I found out that my computer is not affected, will never be affected and I am just out of luck.  Ironically, one article used to words "fesses up" when Dell included more models to their growing list of affected computers.  Google "dell fesses" and then after enough jaw dropping time, read how Dell is not so quick to admit to what another article states "their high-profile production problems".  When their "Team Leaders" are given this url and respond with "your model is not affected" they obviously need to realize that they have a problem with their LCDs.  I've mailed a letter to Michael Dell.  I'm sure, much like his foreign employees, he couldn't care less!

UPDATE:  Dell will not admit that they have issues with the Inspiron 6400/E1505.  They will not disclose the manufacturer's part that is affected.  I was told THREE different part numbers for my LCD by three different techs only to be REASSURED that the parts are the same, nly given different numbers for inventory purposes.  I have an idea that its done so they can skirt recalled parts and issues involving them.  I URGE all 6400/E1505 users that have developed lines to post on this forum so we can show the true number of users affected by this problem. 

How ironic that my post yesterday has never been posted.  I too have a 6400/E1505 that has vertical lines that are being ignored by the Dell staff.  Shame on you Dell for ignoring facts (defective LCDs in the 6400/E1505) and for not posting my earlier message.