Monitors

Re: Dell E228WFP Backlight failure

Dev Mgr — Thu, 18 Jun 2009 20:20:37 GMT

DELL-Chris M:

I guess we can agree to disagree on the definition of a "batch". I would appreciate if you would not attack me and change your tone. We all try to maintain a professional demeanor out here.

To back Chris, 3 or 4 monitors having similar symptoms isn't worth claiming there was a 'bad batch'. I have no idea how many monitors Dell shipped of this kind around that time, but it wouldn't surprise me if it's over 100,000 (Dell ships millions of PC per month (source: here ("Dell ships about 140,000 systems per day on average")). Granted, not everyone posts here, but 3 or 4 reported failures don't make a "batch".

Re: Dell E228WFP Backlight failure

DELL-Chris M — Thu, 18 Jun 2009 20:05:42 GMT

Understood. In my doings on the forum, if a customer says the backlight failed, I ask them to do the simple and quick STFC (Self Test Feature Check). Once done, I replace the monitor. That should be all the troubleshooting any Dell technician should do for this issue.

Re: Dell E228WFP Backlight failure

chris_slover — Thu, 18 Jun 2009 17:12:59 GMT

If you're trying to maintain a professional demeanor, than you should treat customers (such as myself) who are IT professionals as such. I did not attack you at all. I apologize if you think this is the case. I attacked (argued) what you posted. Mostly because it contributed nothing to the discussion. If you don't see a pattern in the failure rates from this production date range, I don't know what to tell you. I'm sure you do all you can to help Dell customers, and I respect that, but I have found Dell's scripted troubleshooting to be a waste of time to customers of almost any computer knowledge level. When someone calls and says the backlight has failed in their monitor, chances are they have troubleshooted, probably done an internet search, and found the problem. I depend on my equipment, and just because it's purchased from Dell's consumer site doesn't mean I shouldn't have competent tech support people to contact. When I have to take 2-3 hours out of my time to be transferred through 5 different people who refuse to recognize the problem and want me to troubleshoot when I already have, that's not very professional on Dell's side.

Re: Dell E228WFP Backlight failure

DELL-Chris M — Thu, 18 Jun 2009 15:36:22 GMT

I guess we can agree to disagree on the definition of a "batch". I would appreciate if you would not attack me and change your tone. We all try to maintain a professional demeanor out here.

Re: Dell E228WFP Backlight failure

chris_slover — Thu, 18 Jun 2009 14:33:15 GMT

Oh really? Guess that's why the OP had almost the exact same timeframe from purchase to failure as I did. LCDs are produced by the millions, there is always the possibility of a bad "batch" of components whether it be capacitors, inverter PCB or backlight tube itself.

Your post is worthless. Others have already posted how to contact Dell support.

Don't deny that a number of monitors from a certain manufacture date are defective, TAKE NOTE of it so customers don't have to spend hours on the phone getting it replaced.

Re: Dell E228WFP Backlight failure

DELL-Chris M — Thu, 18 Jun 2009 13:03:26 GMT

There was not a bad "batch". If the monitor is defective, get it replaced. If you only have a monitor order number, you should contact Customer Service. If your monitor was purchased tied to a Dell PC, contact Technical Support. They will need the following -
Name:
Email Address:
Shipping address:
Phone number:
Monitor Order number or PC Service Tag number if purchased with a PC:
Monitor 20 digit PPID number found on the back on a label or on the slider card on the left rear:
Reason: Monitor Backlight Failure

Re: Dell E228WFP Backlight failure

chris_slover — Thu, 18 Jun 2009 00:31:21 GMT

Ok, Dell seriously needs to take note of this. I just got done with Dell Tech Support earlier today, they are sending me a refurbished E228WFP. These monitors had to have been a bad batch, since I ordered mine new in November 08 (straight from Dell.com) and now June 09 my backlight failed.

Ask to speak to a senior tech. Tell him it is the backlight, that you will not troubleshoot since you already have and that you want a replacement immediately. The units are covered by a 3 year factory warranty for defects.

Good luck, hopefully our refurb units work for at least the 3 year warranty period. After that, I'm buying another brand of monitor.

Sorry Dell, but your service is ridiculous. You have to know about these problems, and yet you still want to go through a troubleshooting script over the phone and take close to an hour (at the very least) to get an exchange.

Re: Dell E228WFP Backlight failure

Luke Crawford — Sun, 31 May 2009 01:49:47 GMT

I had exactly the same problem. A bad backlight, and a monitor with no service tag number (because it was bought by itself, and not as part of a dell system) I had to use the phone (800) 624-9896 - it took some time to navigate the menus, but once I got to a person they wanted my order number. Now, I still have the packing slip (It was in the original box, and I tend to keep original boxes for large, hard-to-pack things) so I gave them the order number, explained the troubleshooting steps I took (that is, I plugged it into another computer, it still only came on momentarily before powering off and that the same thing happens when you turn on the monitor by itself; you momentairly see the 'no signal' thing, then it goes dark.) and according to the person there should be a new monitor on my doorstep sometime next week.

excuse me, now, while I perminantly affix the order number for all my dell monitors.

(Dell, you could make many of your disorganized customers much happier by putting the number your support people need on the monitor itself. Generally speaking, I value a warranty that requires original packing materials or original invoices the same as no warranty at all. the only reason I had the order number was that I don't buy very many monitors.)

Re: Dell E228WFP Backlight failure

jobeind — Tue, 12 May 2009 02:22:29 GMT

Thanks for the info. However, as far as I can tell, I cannot use Dell Chat Online without a service tag number. Any ideas would be greatly appreciated.

Joe

Re: Dell E228WFP Backlight failure

muto — Mon, 11 May 2009 23:43:01 GMT

i would use dell online chat to try to get a resolution to your problem. this way you have documentation of the event, in full detail.

next i would go a head and complete the form on dells site for 'unresolved issues.'
https://support.dell.com/support/topics/global.aspx/support/dellcare/outstanding_issues?c=us&l=en&s=gen&redirect=1

furthermore i would not hesitate filing a report with www.bbb.org as they seem to be the only organization that gets results.

reporting to your local department of consumer affairs is unlikely to actually help you, but rather helps the next guy down the road, and they will likely dismiss or ignore a complaint that lacks an exhaustive history of attempts of problem resolution on the part of the customer (unfair as that seems). on the other hand if you have not only a history of calling, a history of online chat sessions that you can show them, a history of reporting to the company's unresolved issues department, and a history of reporting the issue to the bbb.org then the consumer affairs people can not ignore your complaint.

let us know how it works out. good luck.

Dell E228WFP Backlight failure

jobeind — Mon, 11 May 2009 23:27:19 GMT

In October 12, 2008 I purchased a Dell E228WFP monitor from Walmart.com....fast forward to May 1, 2009 and the backlight fails.....I followed instructions I saw posted by Dell- Mike M :

"Monitor Replacement for Shelf-Stock Purchases
For customers who purchase a monitor from a shelf-stock retailer and who require service under Dell’s limited hardware warranty, the technician should ask their L2 to submit a Fusion request to get a Customer number created. This will take time. Once the Customer number is created, the technician can then setup a monitor exchange.

(1) Contact Dell Technical Support. Have them open up DSN and search for 159380
Cick the Articles tab
Click Products Sold Through Retailer (Co 09) Policy and Procedure - CTS/DOC
Click Monitor Replacement for Shelf-Stock Purchases

(2) Provide the following information to the technician
Name:
Email Address:
Shipping address:
Phone number:
Monitor 20 digit PPID number found on the back on a label or on the slider card on the left:
Reason: List specific failure"

I have called Dell Customer Service Direct 3 times, got connected to someone who would "help" me. Halfway through the instructions...the phone went dead.......(OK they hung up). This has happened 3 time already. This is ridiculous..............On my desk is a completed Middlesex County NJ Department of consumer Affairs form complete with all requested documentation. I don't want to take that route.....can anyone suggest how to get someone at Dell to listen!!!

Thanks,

Joe