Good luck trying to get it replaced now, I've had nothing but problems trying to get Dell to fix my screen. Back in April I got the dreaded vertical line on my i9300 screen which I posted about in this
thread. Since then I've tried on several occasions to get Dell to fix/replace my WUXGA screen only to get nowhere fast and have since given up.
First, I tried the number listed in the thread ZZ linked to, the extension is no longer valid, but the voice mail gave another extension to call. I called that extension and after waiting on hold for an hour I got through to some guy in Pakistan/India who I could barely understand. After giving him my original order number, service tag and express service code he told me he couldn't help because I had purchased through the EPP program. He put me on hold for ten minutes, then gave me another number and extension to call.
I dialed that number, but was again put on perma-hold. After about 45mins I got another Rep that I could barely understand. I again explained my situation, then was put on hold yet again. This time I was given a third number/extension to call.
This time I got through after only 3-4 mins on hold, but the Rep I got through with had the thickest accent of the three I'd spoken with. After explaining my entire situation for the third time, then a fourth when she didn't understand me, she said she couldn't help because the replacement program had ended in January. I told her that I didn't even know about the program, so how can Dell arbitrarily refuse me when I have a known issue that has been acknowledged to be a defect on their part? She said that Dell had notified all customers with affected units, and that it's not Dell's problem that I didn't receive notice. I asked how were we notified? She said mail. I told her that the only mail I've received from Dell in the last couple of years was when I received replacement installation discs over a year ago. This really got me peeved, because I get about 2-5 pieces of junk email from Dell every week. You figure that since every contact I've ever had with Dell before this has been online that Dell could have / should have been able to at least email about an issue of this importance, since they have no problems emailing me with crap every week.
She stated that she was sorry, but all she could do was ask her supervisor, but didn't think it would help. Then she had the audacity to suggest to me about purchasing a new laptop. I wasn't too happy at this point, then she offered me an accommodation on the purchase of a new LCD which was still $350 more expensive than the aftermarket screens I've seen for sale on the net.
Then I asked to speak to her manager, she said that her manager was the one that she'd already consulted with, that all she could do was take down my number and issue me an incident number and that Dell would return my call within an hour. She give me yet another phone number which she said to call if I didn't hear back from them. I never did get that call from them.
When I called the fourth number, I got no where, just more frustration regardless of who I speak with. So basically, Dell has washed their hands of me. So much for customer service!
I hope you have better luck than me.
Ciao
