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Dell UltraSharp U2412M Black IPS Panel 24
  • Verified Owner
  • Owned For: more than 1 year

Pros: If you're lucky enough to get a good one, fantastic color and clarity. I use it mostly for software development and casual internet surfing. For no more gaming that I do, it works well for that as well.

Dell's replacement threshold for a bad pixel is one - much better than the norm.

Great stand - fully adjustable in all three planes.

Immediate swap - they send out a replacement immediately instead of waiting for the defective unit to be sent back. This is critical in my line of work.

Cons: Horrible quality control, horrible absolutely brutal customer support. The first one of these I bought (18 mos ago) is still going strong. I bought two more for my office based on the performance of that one, and my manager bought 20 for my team. Out of all of those, the only one without problems is the first on I bought.

None purchased after that made it past the first year without trouble, and the failures began within the first 3 mos.

Problems ran the gamut from stuck pixels to horizontal/vertical lines to sticking switches to humming to collapsing stands to freezing displays to simply dying and refusing to turn back on.

Some of these problems might be dismissed as driver-related, except that my team and I run almost identical OS/development configurations, and swapping monitors from machine to machine did not alter their behavior.

The worst part of all of this, by far, is Dell customer support. Every call went to India or (I think) the Philippines, followed by a tortuous phone menu navigation, where we were ultimately connected to somebody virtually impossible to understand or that understood us, followed by lots of "Sorry, didn't get that...", "Sorry, could you repeat...", "Sorry, couldn't understand you...", "Sorry,...", "Sorry, ...", "Sorry, ...", etc.

Complaining about not being able to understand what they were saying resulted in them yelling, asking to speak to an American customer service representative resulted in more indecipherable babble and then being disconnected, and asking to be transferred to somebody we could simply understand resulted in being put back in the hold queue, going back through the phone menu, and ending up in the same place and trying to explain the problem all over again.

We were sometimes asked for information we did not have, and we were told to call back after we obtained it, which resulted in yet another trip through phone menu hell.

We did get some of the monitors replaced after what felt like hundreds of hours of battling with the Dell people, whereupon we found out about one of those asterisk-fine-print policies. Dell brags up there 3-year warranty on these units and their immediate exchange policy, but what they don't tell you is that the replacement will likely be a refurb. I know, lots of companies do that, but that doesn't make it right. If you bought a new one, you should get a new one back. If you're having problems with the new one you bought, it's not very comforting to learn it will be replaced with one that's already been returned with problems, and if they're not getting QC right during manufacture and assembly, they're not likely to improve on it fixing a returned unit.

You won't find that policy, or any reference to it, on Newegg's website, and you really , REALLY, have to search to find it on Dell's - go find this unit on Dell's website, click on the Warranties & Services tab bottom of page, and there's a tiny 1-pt font superscript '4' in that line of text that links

Other Thoughts: Some of this really belongs in the Cons, but ran our of space there.

It's worth pointing out that nearly all of the replacement monitors we got back (both refurbs and the rare new unit) developed problems. Some we elected to live with where possible, rather than battle through customer service again, and where that wasn't possible, my team replaced them with another brand that so far has proven 100% solid.

Could not possibly be more frustrated or disillusioned with Dell customer service. The only thing they're good at is telling you over and over how sorry the are, which is also about the only thing you can reliably understand.

Earlier in my career, I bought desktops and laptops and various peripherals from Dell largely because of Dell's reputation for quality and customer service and was never disappointed.

Totally different company today, and I would advise caution, and maybe some research on customer satisfaction, if you're considering purchasing a Dell product, whether it be here or anyplace else. I doubt I, or any of my team where I work, will purchase anything from this company again.

On the flip side, Newegg rocks as usual, but there's only so much a retailer can do when the company they're selling for faceplants time after time.

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Anonymous's Profile

Display Name: Anonymous

Date Joined: 08/07/02

  • Reviews: 1
  • Helpfulness: 1
  • First Review: 01/11/14
  • Last Review: 01/11/14
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