Friday, February 8, 2008

Add three inches in a week!

For over a year, I've been the happy owner of a Dell 2407WFP 24" widescreen monitor:

Dell 2407WFP

But as of late, there has been a little problem with it:

It's as if there is a strip loose between the backlight and the LCD. Not a big problem, but slightly annoying.

So last Monday I mailed Dell customer support. I got a prompt response, recommending me to try resetting the monitor by holding down the power button for 20 seconds. Tried that; didn't help; mailed back. Tuesday, I got the reply: they were sending a replacement through UPS, to be arriving the next day. Wednesday morning: phone call from UPS. From Lithuania, of all places. Telling me in fairly decent English that the replacement was not in stock, and that I should contact Dell for an alternative, so I mailed them again. On Thursday I got a call from Germany. Broken English, not entirely clear on the purpose of the call, but apparently verifying my address. Oh well.

Now this Friday morning, I woke up to the sound of the doorbell. A man from UPS with a replacement monitor. I was surprised, since I hadn't heard anything from Dell in the meantime. Being careful, I wanted to see the replacement in action before the UPS guy left with my old one. Unpacked the monitor.

Dell 2707WFP

First thing I noticed: brushed metal, not black like my old one. Checked the model number on the back: 2707WFP. — Wait… 27?! And indeed, holding my old panel up against it, the new one was three inches larger. It worked right out of the box and had no dead pixels or other artifacts, so I let the UPS guy take my old screen away (sniff). He didn't even want the booklets or cables or cd-rom, which was lucky for me since I'd have a hell of a time finding all that stuff again.

Thinking that this replacement was too good to be true, I e-mailed Dell once more to verify that it was indeed correct and intended to be permanent. Got a confirmation within the hour.

Now that is what I call Customer Care.


Anonymous said...
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Georg said...

Naturally, that title immediately got me interested in your post. ;)

Anyway, congratulations. I'm quite jealous of you now...