On August 14th, 2008 I purchased a Dell E228wfp 22″ LCD monitor from MicroCenter in Cambridge Ma. The monitor and wireless keyboard make a nice home desktop setup when I plug my work laptop (Dell 820) into the monitor and wireless keyboard. Every evening when I come home from work I plug my MIT laptop 
and keep and eye on work related issues while staying connected with friends on my home computer.
About 6 weeks ago the Dell monitor started acting flaky. The monitor would go black and it was not going into hibernation. I would be in the middle of typing and the picture would go black. I replaced the vga cable but that did not work, I brought my docking station home from work and tried that vga port and the digital port from the docking station but had the same problem. These two photos were take about 15 minutes apart and you can see the Dell monitor is black and hitting the space bar or any key does not help. The only way to resolve is to power off the monitor and then turn the power back on. When this starts to happen it occurs frequently and the only way to stop it is to turn off the monitor for long periods of time.
I found a reference to the problem on the Dell Forums called “E228wfp shuts down every ten minutes” and decided to call Dell. After talking to three different folks I was told to go back to Micro Center and get the order #, the service tag # or 
the express service code. I went back and Micro Center and they reprinted my receipt and told me what the express service tag was (MT729-a01). I was traveling and finally call Dell back on Thursday evening however after talking with 2 different folks I was told that all of their systems were down and they could not lookup my service tag, so I had to call back in 6 hours.
I called back on Friday morning and again had the same problem. Apparently MT729-A01 is not the order #, the service tag # or the express service code so I struggle to work with the gentleman from Dell. I point out an article in the Dell Forums that outlines this problem called Dell E228WFP Backlight failure however without and order number they will not even begin the process. After 30 minutes on the phone, with no order number they want to start troubleshooting the problem to validate that there is a problem. I tell him that I have already validated the problem and have pointed him to similar examples, then I get upset and tell him that I am going to outline our conversation in the forums and in my blog and I immediately get moved to duty manager.
I spoke with Ashish who is the duty manager and after explaining the problems with my monitor, we quickly get the to heart of the problem which is that I do not have a order number. I have a valid monitor with a valid Dell serial number but Dell requires a order number. I am not happy and let Ashish know, and finally after 10 minutes on the phone with Ashish he agrees to start the process on his side and he will create and order number for me. Ashish explains that it will take up to 5 to 7 days to process this however for now the process has started.
Ashish asked me to complete one more test by unplugging the vga cable connected to the monitor and leave the monitor 
on but not connected to the computer. I had to leave for work but unplugged the vga cable on the back of the monitor and took a picture. When I came home from work the monitor was black so clearly there is a problem and it is similar to the issues related in the forums.
All that I am looking for is to replace my defective E228WFP. I guess I should have purchased this monitor directly from Dell as opposed to buying it in a retail organization, and if I had I would have had a new monitor by now, But, what about all the folks buying Dell products from retail organizations, are they going thru the same hassle when there is a problem? Dell could have handled this better and started this process three weeks ago when I first called. Dell already lost a sale as a result of this as I had to purchase a new computer for my father and went with a Micro Center PowerPC and a ViewSonic monitor.
So, my problem has not been resolved, but we do appear to have started the process.
More to follow ….
This is standard operating procedure for Dell when you try to get monitor warranty service. But if you think this is bad, wait till you try to get warranty service from Viewsonic in a timely manner. You should have serached the web for Viewsonic Warranty service Problems before making that purchase!
I will purchase Dell over any other mfg any day of the week. HP/Compaq, IBM, anybody.
The key is purchasing from DIRECTLY from Dell’s business side, and not the Consumer side, and not from a reseller. Cost increase is negligible when buying from Dell’s business side. Purchase only Optiplex or Precision Workstations. Do not fool around with Inspiron, Buy the 3-year, Next Business Day service and you will not be sorry.
I have 150 or more of their flat panel displays of all sizes/models from 17″ to 22″ and only three have gone bad in 3+ years. They were all replaced with another monitor the next day. The current issue is on a 22″ flat panel that will not power up. Dell is FedEx-ing a replacement to me, arrival tomorrow. I DID have to provide a customer number or order number for this monitor. That was the key, because monitors do not have ESCs or Service Tags.
ViewSonic SUCKS — their “customer service” is actually “Customer Dis-Service”. I have FIFTEEN ViewSonic flat panel monitors and EVERY SINGLE ONE has died within the warranty period.
It takes VS at least 3 to 5 months to “repair or replace” their monitors under warranty. Once sent in, you cannot get ANY information out of Viewsonic Customer DisService. They have no clue as to where it is or when it will be fixed/replaced. The last few dead ViewSonic monitors went straight to the recycler. It’s not worth my time and sanity dealing with ViewSonic. THEY HAVE THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED IN 45 YEARS OF LIFE.
–Jon
And you’ll be sorry on the PowerPC. Dell’s warranty is Next business Day, onsite.
MicroCenter’s in take a number and get in line — Next Business MONTH.
Make sure to back the data up on the PowerPC. It will come back with a newly formatted hard drive and operating system.
Well is ur problem persisting if it does and their is a prob wid replacement u can do a thng.MY monitor has such problems altho it had gvn me a gr8 service for 4yrs.there r oftn problems wid sholdering decay and stuff…So y dnt u get it done by sum local ppl..if ftr unplugging ur vga cable the monitor shows activities radr than simply shutting out dn it must b sum prob wid the sholdering…get it done nd it will be as good as new
I always order directly from the Dell website, but see my recent post on the ongoing Dell customer service hell and product hell I have been going through since March. They used to have good products and service. Since March I am on my second Studio15 third hard drive and countless hours wasted going in circles and I still dont have a reliable product as I started having blue screens and system recovery screens on this Studiot two days ago. I am crying and having panic attakcs over the prospect of having to go through the customer service nightmare again it had me so stressed the last time-and I am not a person who cries or gives up. Dell needs to get their act together and take responsiblility. Good luck…you will need it.
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