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81976
April 7th, 2013 05:00
DLP chip failing - TI warrant it for 5 years.....
Hi
I have a S300WI projector, it is a replacement for one that died in the same way shortly after buying it. There are two issues:
1. Contacting Dell with the service tag I'm told that there is no record of the unit. I sent them a picture of the label and the projector, just to confirm that it actually exists. I was then told that as it was a replacement they (Dell) do not keep record. What the....? Someone from Dell please get back to me about this. Because the service tag has not been registered in YOUR system I cannot enter it anywhere to get support, I just get an error that it is not recognised.
2. It has developed hundreds of white artifacts, caused I'm told, by the DLP chip failing. Now, riddle me this Batman, if I can't enter my service tag how can I get support? As far as I can tell it is under 2 years old so the TI chip (that they say is "Bullet proof") should not be failing yet. Add to that the fact that TI warrants the chips to the projector manufacturers (Dell included) for a full 5 years.
So here's what I would like..... Dell, I want to have my projector replaced. You have used a part that carries a 5 year warranty, and it has failed. You are able to talk to TI and sort it out. They won't communicate directly with me, your customer. I'm not too demanding - a re-furbished machine will suffice, after all mine is coming up to 2 years old and is out of the Dell warranty (but not the TI one).
If only there was a way to contact Dell support directly, hopefully one of the Dell Techs sees this and contacts me - without a "working" service tag I'm basically up that familiar tributary with no means of propulsion!
Pete
JesseKnows
3 Posts
0
April 7th, 2013 14:00
I can't say about your specific issue with no traceability for the tag.
That said, I called today about an out-of-warranty M210X and after significant evasion (the unit is out of warranty; repair would cost more than a new unit. I spoke about the TI 5 year guarantee) the CSR came up with a DLP recall note for manufacturing (or sale?) dates 7/1/2009-6/8/2010. Mine was 3/2010 so was covered and they are supposed to be sending a replacement.
He stressed that it's a one-time replacement and the unit they are sending me would not warrantied (yes, it sounds strange, not even 90-day or DOA).
He then requested I speak to a supervisor as a quality check. I agreed, and then pointed out to the supervisor that for a recall this is extremely well hidden. First I tried Google and found nothing. The supervisor said the information should be on the Dell support sites, but I couldn't find it there either. Finally he said he would follow up with the web folks. We'll see.
Good luck
Jesse
JesseKnows
3 Posts
0
April 10th, 2013 05:00
I received the replacement. It looks brand new and included all accessories. 0 hours on the lamp. The service tag shows "Warranty with an end date of 3/20/2012", so indeed zero warranty.
PoidaDaGrate
3 Posts
0
April 10th, 2013 06:00
I was given the run-around by one of their CSR's. I asked to speak to his supervisor and he told me that their supervisors were in a different building and not accessible to them.... What a crock!
I was told that mine was out of warranty (August last year) but it was a replacement for the original one (which, by the way, had failed after 13 months in EXACTLY THE SAME WAY). He also said that Dell will do a recall if more than 6% of units fail. Well, 100% of the units I've had have failed. I waited while he IM'd someone, who never called him. 45 minutes of my time wasted again. He then said that he needed to take other calls and I could call back. I asked if there was a case number or similar that I could give to save on the running around, to which he replied no, but I could give the next CSR his name.
My opinion is that this should be replaced.
Well Dell, your customer support is below par, you product is clearly useless as it can't make it to 2 years, not even the replacement, and your staff don't seem to care. Well done.