E228wfp shuts down every ten minutes

How to get a replacement monitor without a service tag number.
* Contact Dell Technical Support via phone. They can find your account using the order number in their tool
* Give them the following -
Monitor Order number:
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 rear:
* Tell them to look up your PPID number in the PPID Tool. This will show them the age of the monitor

What if I purchased the monitor via a reseller and not Dell?
Contact the reseller and get his Dell order number for the monitor. That order number will tell us if he bought the standard monitor warranty. If he paid for the warranty, we can transfer the monitor warranty into your name. If he cannot provide a Dell order number, he most likely did not buy the warranty coverage and bought them from us in as is condition.

Why did I get a refurbished monitor?
In any warranty, if the exchange of parts is setup inside the first 21 days from the invoice date, the replacements will be New. Ouside of the first 21 days from the invoice date, the replacements will refurbished. We use refurbished parts in performing warranty repairs and in building replacement parts and systems. Refurbished parts and systems are parts or systems that have been returned to Dell, some of which were never used. All parts and systems are inspected and tested for quality. Replacement parts and systems are covered for the remaining period of the limited warranty for the product you bought. Dell owns all parts removed from repaired products.

Chris,

It sure is nice to know that everybody at Dell reads the same computer screen.  The monitor was built in May 2008 (week 20).  A program called Fresh Diagnose, tells me all I want to know about this monitor, including the serial number.  And as I told you guys after 9 calls to TS and 4 calls to CS I am told that they can't look up the monitor by the number I have on the back which is CN-OH857F-64180-85E-08RS, because as Tim in TS put it number doesn't exist.  So as you guys have erased everything I have posted, and after I told you who I have already contacted, my email inbox is filled with info from Dell.  All of which I have already done with TS and CS.  As for buying a warranty.....the monitor comes with a 3 year stand alone warranty as it states on DELLS WEBSITE.  And if you want to see the monitor in action going to a black screen 4 times in 10 minutes look at my video of it in action.  http://www.youtube.com/watch?v=JlwtIzJ2QHI  And after talking to TS again (this now makes 15 calls about this issue), and getting passed around to 4 different people and speaking to 2 different supervisors, I finally got to Melvin.  Melvin appologized for what has happened and offered to help.  Finally after 20 minutes on the phone a monitor is on the way.  This should never have happened.  Dell should take better care of their customers.  And that being said, Dell has lost a customer.

And here we go again. The Dell TS guy named Melvin split the original system up and put the monitor under my name.  I spoke to FedEx this morning about the tracking number which I had to pry from TS after jumping thru the same hoops as before, only to find out that the monitor is adressed to SpanTech.  SpanTech is in LA.  With people like I have been dealing with can't even get the name right on a refurbished part, makes me really wonder who the head monkey is over there.  And until they get the customer information right, I am gonna refuse all shipments, as it would be considered fraud if I signed for something that was address to someone else.  So how much did Dell waste on FedEx this shipment?

I experienced a similar problem.  My display was 4 months old.  I bought it directly from Dell.  Would work 10-15 minutes and then go dark.  Turning off and back on it would work for 1 sec. or so.  If left off for a long time (overnight) it would again work for 10-15 minutes.  When it was dark if you looked carefully you could still see the windows, especially if you could get your mouse on one and move it around..

I managed to navigate the support channels and have a replacement on the way.  Here is my experience.  I called the technical support line.  Failed most of the voice recognition questions because the only acceptable answers are "laptop" or "desktop".  Got a person fairly quickly anyway.  Seemed like a person in India based on connection quality and accent.  But that is ok (so far).  The person I got was fairly disconcerted that I could not answer "laptop" or "desktop" but he persevered.  I said that the monitor had failed, that the backlight did not work and that I wanted to get a replacement under warranty.  For some reason he could not find my order number (fortunately I found it in emails sent to me during the order process).  He was intent on getting my service tag (I had none).   He asked what I had the monitor connected to (clever, he had me there, I had to admit I did have it connected to something... why else would you have a monitor?).  I said it was connected to a laptop.  He wanted that service tag number.  This really puzzled me.  It turns out my laptop (at my work) is a Dell but it could easily have been an HP or a Toshiba.  So, I said to him that my laptop belonged to my employer but the monitor belong to me and I did not see the relevance of giving him the laptop service tag.  He paused for a while and then said he would transfer me to a senior technician (words to that effect).

Progress!  I had to wait on hold for 10 minutes or so but go through to another person.  This person may or may not have been in India.  The phone connection was not very good but the accent did not give much clue.  Anyway, this person seemed much more clueful.  After a fairly quick discussion of my identifying information he was able to find the order (given my order number).  I described the problem, that it would go dark, you could still barely see a window if you moved it around, that I had tried another computer and another OS (I tried Ubuntu to be sure it was not my Windows Vista drivers) and that I wanted to get a replacement under warranty.  He said he would send one.  Yay!  Had to wait another 5 minutes or so while he processed the dispatch but that was okay.  He said it would come it 2-3 days, that there would be a return slip in the box and to return the defective one in the box. 

A little tedious but not really that bad.  I was polite but persistent and confident.  Proabably spent 30 minutes or so all together.  I am happy with the outcome. 

I am surprised that Dell seems to have such difficulty dealing with service calls on peripherals not bought with a system.  The first level people seem to be totally baffled by that concept.

/David

Chris, Looking for info on what I can do about a shut down problem with our E228WFP monitor. This is obviously a major known problem for everyone that bought these in Aug of 2008 from reading all the MANY posts online. We have disconnected it, reset to fact. defaults, updated all drivers, still shuts down every few minutes. Our warranty just expired, but feel this is a major problem that should be taken care of by Dell, esp. with the number of computers our company has purchased and the need for some new purchases by the end of the year.  Our . Please tell us you can offer some assistance in replacing or repairing this monitor! Go Dell!

<Admin Note: Customer number removed due to privacy policy>

<Admin Note: Order number removed due to privacy policy>

When it goes to black, what color is the monitor power LED?

I need the following in a private conversation. Click my username (DELL-Chris M), click Send A Message.

Name:
Email Address:
Shipping address:
Phone number:
Monitor Order number:
Computer Service Tag number if monitor was purchased bundled:
Monitor 20 digit PPID number found on the back on a label or on the slider card on the left rear:
Operating system:
Video card:
Video card ports tested:
Reason: E228WFP goes to black

HI Chris.. We are having the same problem as everybody else on E228WFP. We have spent two days on the phone and nothing.. please help!

I had success getting a replacement monitor.  When I called they asked if the monitor was standalone or with a system.  I said it was standalone and after the barrage of mundane questions, I got a replacement monitor shipped to me.  Make sure you have the Dell order number.  That is the key along with the PPID (serial number).  Although it seems my monitor was purchased with a system I was able to get a replacement.