So I got a shiny new Dell Ultrasharp 27 inch (u2711) and was placing it up onto monitor arms when it clipped the edge of my desk. No cracks on the plastic, but the on/off button is now a little lopsided.
Lo and behold, the on/off button doesn't work anymore (I was using it for a few weeks before moving it to the arm).
I call up Dell and explain what had happened and they said (it's brand new) it will most likely cost me a repair fee, but they will see what they can do, perhaps they can wave the fee and replace it for free, and to just wait for an email.
Two days pass and no email (you can't find me 5 mins to send email?).
I call back and get another agent. He speaks with the first agent and then comes back on the line and starts talking about me purchasing a refurbished monitor. Being a bit confused, I started asking the hard questions and it was like getting blood from a stone - finally I'm told in plain english that there is nothing they can do for me, not even take it and repair it at cost to me - nothing. I said I would ship it to the repair center and was told that it would not happen.
Basically Dell snubbed me and refused to assist in any way. Nothing. No work around, no attempts to even help me out in suggesting an alternative repair process. I've never had a call person slam the door in my face before - and I started out on helpdesk - I know what it can be like.
Last night I took the case off the monitor and saw the problem - the tiny board from the button has a crack in it.
Emails to the Dell agent asking where I can purchase a replacement LCD harness/button board are unresponsive.
Never. Buying. Dell. Again. Ever.
I've been responsible in my career for purchasing somewhere between 750 and 1 million of Dell products in the past. Never. Buying. Dell. Again. Ever.
Since then, I've asked a few friends about their experience with Dell customer support. Responses varied from 'complete crap' to 'average/nothing special'.
New plan - replace our entire company's Dell's with Apple Macs. I guess we'll be buying shelves with our racks as well, from now on.