Dell will replace defective 17" screens at no cost to customers (details inside) - Page 2

I had this happen to my i9300 screen. Luckily it was during the warranty period, so they came out and replaced. The problem, for me, was that the screen was not the same style. It was an LG, but it was not glossy. I went through a whole bunch of trouble, escalations, and lost work for installation visits. They kept sending non-glossy screens. Now that I finally have my glossy screen, I'm worried the one they gave me will have this issue in a year or two AFTER my warranty has expired.
I'd be curious to find out if they are replacing with glossy or non-glossy screens... anyone?

In response to CHaze, my Inspiron is a 9200 that originally had the non-glossy screen (WXGA). I hope others that have had their 9200 screen replaced will post here whether or not the replacement screen was also exactly the same part (i.e. same part number).

Great I have been having the shitest day today about everything has gone wrong I get home and fire up the 9300 and wala a line appears through the screen..... It is out of warrenty and Iam not the original owner do you think dell would still replace it? I would rather them send the screen itself so I can just do the work myslef but I dunno what they would do.

Wow I entered the service tag and still had 116days of next business day warrenty so I talked to dell chat and they are sending someone out to my house to fix it, OH HAPPY DAYS!!!

yup the repair man got here today, I was worried with all the creaking and all but all seems weel, the screen works great, I was sent a samsung w9891 an it is very clear, much better then my LG phillips and brigther too! gotta love dell.

Does anyone know what Dell will do if I request a new screen due to mine having multiple dead pixels constantly developing (though not in a line)? Do I qualify for the a new screen? I have about 10-12 dead pixels on the upper part of my screen.

Over 900 unrsolved cases. That is crazy. And everyone loves Dell tech support. That to me would surely be unacceptabel and would have grounds for a class action lawsuit against Dell.

Maybe I got lucky with my old XPS Gen2 and they replaced my screen. It wasn't easy to convince Dell it was their problem and not mine though.

does anyone have a manual that shows how to replace the lcd? I can't find it on dells website.

EDIT Nevermind... I found it.

When you do a LCD replace from dell do you have to remove the LCD from the bezel or do they give you a who new display?

Mine had to be removed from the bezel. Isn't too hard just take your time and you should be ok.

I persisted and they refused to send me an LCD. They said in order to replace it I must send it back... any one have experience with this process? does it work quick enough... I can live without it for a little while but not for too long.

I know it is easy to replace the display myself. The supervisor was over the rep's shoulder (I could hear him) and he wouldn't let the rep send me one... should I call back and try to get a different rep/supervisor?

DELL replacing my 9300 LCD

YEEPPii,

I wrote through Vertical_line@dell.com. And today I got an email from DELL ..informing me about a replacement of the defective LCD on my 9300 this wednesday.. I was not expecting they will cater to this replacement, as I bought my 9300 from Australia in 2005 and warranty expired 1.5 years ago and now I had been relocated to India.. will post more on the make of the replacement LCD

'****************************************************************
Dear XXXXX,

Thank you for contacting us. I sincerely appreciate your patience and efforts in helping me to get this issue resolved at the earliest.

Based on the troubleshooting steps done we have now concluded that LCD is faulty. We would like to inform you that a service has been setup to replace the LCD to resolve the issue and bring the system back to normal working condition.

The Ticket Number for this service is: XXXXXXXXXXXXXX.

The parts will be reaching you within a Wednesday.

For status updates on engineer?s visit or parts dispatched, please contact our ?Status Team? by dialing our toll free number 1-800-425-8045 or toll number 080-25068272, choose the ?Option 1? followed by ?Option 3? and provide the 12-digit SER number.

Thank you once again for providing me an opportunity to serve you. I hope I have been able to resolve your issue in a timely fashion and to your satisfaction.

Should you have any concerns or issues with your system in the future, please contact us again. We would be glad to assist you.

Assuring you of the best service.

Thank you for choosing Dell.

Regards,

J. Manikandan,
Dell India Email Technical Support,
Technical Support Toll Free Number #
General: 1-800-425-8045 / Gold Support: 1-800-425-9045 Toll Numbers: 080-39820804, 080-60003355, 080-25068032 Report a technical problem: http://support.ap.dell.com/ap/en/emaildell
'****************************************************************

it took DHL 2 weeks to get me my empty box.. how long did yalls replacement take ?

Now, having been a Dell owner for 5 years, I know what they're all about. They release bad hardware sometimes, have some truly shitty customer service others and overall, you tend to get what you pay for.

I had just about accepted this about my 9300, which developed a big vertical line about two months ago. So with some free time I looked up the process and got underway with vertical_line@dell who made sure I was eligable and set up DHL to pick up my laptop from work.

Sounds like a recipe for disaster? Suprisingly, not at all.

DHL picked it up as promised on Friday afternoon, after carefully packing my laptop into the box and taking it away.

So I'm at work today and at about 11:30, I get a call from DHL saying they have my laptop and no one is home. I leave work and go pick it up. Stepping into my apartment, I rip the box open to reveal my laptop (no real suprises) with a note describing what was repaired. To my immaculate suprise, Dell not only replaced my defective screen with a nice bright one....but also replaced the missing key from the keyboard, swapped out the motherboard completely (I had a broken headphone jack), fixed the pcmcia slot AND replaced the battery.

WOW. Dell, I am seriously impressed. I was bummed but I think I'm sticking with you guys if you take care of us like this. My dell 9300 hasn't looked better in years AND i get a nice new motherboard.

We bitch about Dell. But it looks like they finally took some of our advice! cheers -sqrl


EDIT: By the way, I got my dell 9300 in April 2005 in the US. Including the weekend, the entire turnaround for ALL OF THESE REPAIRS was 4 days (including the weekend days.) I never EVER expected not only this speed but this level of service. Sorry if I gush, but hey, I hope you all feel the same way when you get yours back. Im a believer again.

This is funny. Last weekend (Saturday morning to be exact) a single pixel yellow line appeared on XPS Gen 2. I had a 4 year warranty and called the XPS support line (Dell XPS support rocks btw). They said they'd send a tech. This contracted tech calls me at work Tuesday morning asking if he can show up in 2 hours. (!) I luckily was able to take a couple hours off and went home. The @hole never showed up nor called to cancel. So an hour after the latest he was supposed to come I call up Dell, told them I'd refuse him if he came again, and to send ME the panel for installation. Not kidding you, the very next afternoon that panel was on my doorstep and I installed it a half hour later. I didn't bother scheduling a pick-up with DHL (cuz they suk balls) I just dropped it in a drop box and headed into the bar accross the street got a drink and waited to verify it was picked up. So a friggin Penske rental truck stops and a DHL guy comes out, opens the drop box puts my packege in his truck and takes off LOL!! If Dell tries to tell me they didn't get it, I wouldn't be surprised if DHL had screwed up.

I just got a purple line on my beloved laptop yesterday. I almost wept. This is my favourite laptop, it survived (and helped me survive mentally) a deployment to Iraq.

I emailed vertical_line@dell.com this morning (Sunday Germany time, so I imagine I won't hear anything back till Tuesday). Hopefully all goes well and they can replace my screen.

Of course, they could always take my story of Dell in Iraq and use it for publicity if they send me a new XPS model...

i got my LG screen replaced by the exact same model on my xps2. now after 6 months, lines are starting to show up again. they'll probably replace it again but what can they do so that tthe problem doesnt show up again. should i tell them to maybe use another screen model like a samsung?

How long did it take until you were contacted by Dell? Did you email them or call them? Just curious, it's been almost a week now, and I need to start looking for a replacement to buy if they're not going to replace it before my 10 hour flight home for the holidays...

well first email i sent them - no reply for a week or so. second email, got a reply next day. sent it in and got it replaced no hassle. except for a $60 service charge they were trying to slap on me.

To my horror I found a purple vertical line had appeared on my 9200 yesterday. I'm not sure if that 3 year purchase date rule applies, but if it does I only have 2 weeks left, which made me panic. I only had a 1 year warranty, so am happy I can replace for free.
I rang the tech support number and they organized for pickup to have screen replaced. They had wanted to pick it up today which surprised me, but I need weekend to prepare (setup other computer etc). They had said 7-10 business days, so hopefully it'll be fast.
What made me very happy is they let me remove the hard drive, so I don't die if anything happened to it or have to spend forever backing everything up.
So far so good, surprisingly happy with Dell for now.

So after contacting Dell on Friday, and delaying the pickup till Monday (they had wanted Friday), they picked it up at 5pm on Monday.
I was amazed to find it had already been delivered back by 9am Wednesday!! I was expecting to go another week without it, not a 1.5 day turn around. Very impressed and happy with Dell, at the moment
New screen looks great, I'm sure it's a bit brighter too, the whites are definitely more intense. Still a matte screen (same as it was).