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Topic # 96416 26-Jan-2012 19:18
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Have tried their ANZ_Escalation@dell.com email address that I previously contacted them on last year after my dell monitor failed, but haven't had a reply for over a week on it. Anyone know Dell NZs email address, that actually gets answered. I can't use their email forms on their website, because my dell monitor doesn't have a service ID, so need an actual email address.

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  Reply # 573803 26-Jan-2012 19:35
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This is a real flaw with their self service warranty systems online.
I recently went through a Dell monitor replacement and was constantly being asked for the service tag whenever I rung up. I would've done it online myself, but couldn't due to the fact that there was no service tag number.

I just don't understand why they can't include a service tag on all of their products.

You might just have to ring them up.



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  Reply # 573881 26-Jan-2012 22:25
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dontpanic42: This is a real flaw with their self service warranty systems online.
I recently went through a Dell monitor replacement and was constantly being asked for the service tag whenever I rung up. I would've done it online myself, but couldn't due to the fact that there was no service tag number.

I just don't understand why they can't include a service tag on all of their products.

You might just have to ring them up.


Thanks for your reply. Yes I can't understand the service tag thing with monitors either , and I think they only put them on actual PCs, ands they think people are going to buy the whole package from them. I will probably need to phone them now, just that the email was going to be easier, as it contained the whole history of the problem, and that was the one they told me to use to send photos to last year.

 
 
 
 


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  Reply # 573887 26-Jan-2012 22:34
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When I phoned them up about my monitor issue, they asked me to send them some images of the screen.
I told the support representative my email address, and they sent me an email so the I could reply to the actual Rep that I was talking to. Not a bad way of doing it, really.

I also think a lot of companies a forgoing having a main email address as a single point of contact because SPAM is becoming more and more of a problem. I suppose it's a valid excuse.



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  Reply # 573889 26-Jan-2012 22:38
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dontpanic42: When I phoned them up about my monitor issue, they asked me to send them some images of the screen.
I told the support representative my email address, and they sent me an email so the I could reply to the actual Rep that I was talking to. Not a bad way of doing it, really.

I also think a lot of companies a?forgoing?having a main email address as a single point of contact because SPAM is becoming more and more of a problem. I suppose it's a valid excuse.


Thanks that is what I did too, but that email address no longer works. Perhaps that have a whitelist on that address that blocks my emails after a period of time of no activity. But then again spam filtering is pretty good these days, and companies do still use email addresses as well as ticketing systems connected to email.

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  Reply # 573910 27-Jan-2012 00:07
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If you have ProSupport then you can get them on : ANZ_ProSupport_Ent@Dell.com


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  Reply # 573917 27-Jan-2012 01:07
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Contact @DellCares on Twitter. They were able to *properly* escalate a monitor issue I had.

I spent 3 months dicking around with Dell's phone and email support (if you can call it that), then I came across @DellCares and they got my problem sorted for me in a week's time.

https://twitter.com/#!/DellCares




Creator of Tallowmere.



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  Reply # 577980 6-Feb-2012 21:46
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ChrisNZL: Contact @DellCares on Twitter. They were able to *properly* escalate a monitor issue I had.

I spent 3 months dicking around with Dell's phone and email support (if you can call it that), then I came across @DellCares and they got my problem sorted for me in a week's time.

https://twitter.com/#!/DellCares


Just to update, I have now nearly tried everything to contact Dell, and get the issue I am having with my monitor resolved, and have got nowhere. No reply to emails, even to the email suggested above. I have even tweated the @DellCares, and they said it was being investigated, but they haven't replied since.
I even got PMed on here by a Marty from Dell to email him, but haven't heard anything from him either...yet. The main problem is that the monitor doesn't have a service tag, so you can't use their online systems. Why they don't put service tags on monitors is beyond me.
I have also phoned, and the guy I spoke to said I need the service tag, or the ID on the back of the monitor. The replacement one they sent me has no sticker on the back at all, and I said that to them, but they said that there must be. Well there isn't I said, so didn't get anywhere with them either. Probably the last Dell thing I buy after this.

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  Reply # 577983 6-Feb-2012 21:52
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What kind of monitor is it?

It may have one of those pull out info tag things. They are a plastic sleeve/card that resides on the side (usually the left side) of the monitor. Pull it out, and it gives you the model number, serial number etc....

The purpose being that you don't have to turn the monitor around in order to access the monitor info.
You just pull the slider out, and the info is facing towards you. 



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  Reply # 577988 6-Feb-2012 22:00
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dontpanic42: What kind of monitor is it?

It may have one of those pull out info tag things. They are a plastic sleeve/card that resides on the side (usually the left side) of the monitor. Pull it out, and it gives you the model number, serial number etc....

The purpose being that you don't have to turn the monitor around in order to access the monitor info.
You just pull the slider out, and the info is facing towards you.?



Thanks so much, so it is. Why the Dell technical support couldn't tell me that whe I rung them I don't know. Yes it is on a slide out panel on the left hand side of the monitor. It is a dell U2410U, and becuase it replaced a dell 2408, it didn't come with any instructions from Dell, so I would never have picked that up, so thanks. Doesn't have a service tag still, but does have the serial number.

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  Reply # 577993 6-Feb-2012 22:07
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Definitely a bit odd (and slack) that they didn't suggest to look for the pull-out service label.
You really do have to wonder why they don't have a service tag for the U2410. It's a pricey piece a kit. You would think that would warrant its own service tag.

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