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AW2721D Nvidia G-Sync replaced with AW2723DF AMD FreeSync
Hello my name is Adrian and I had a very difficult time with Dell support in the last 3 weeks. I made a warranty claim for my monitor, it was accepted etc. Afew days later I received replacement.
When I received the replacement I did noticed that the monitor is not the same as my one, plus on the top of it the monitor was dirty, scratched, had a missing stand rubber and have quite large light bleed on each corners. I did contact the customer care and all photos was provided on the delivery day.
I reply to Dell:
I don't accept the solution to receive a AW2723DF monitor. It is not the same spec as my AW2721D, and not a better spec, so please don't send it!
As a Dell technician you should be aware that AW2723DF is AMD FreeSync Premium Pro and only Compatible/Support with G-Sync. It is like replacing HD monitor for HD ready! I bought my original monitor AW2721D to have the top advantage of Ultimate G-Sync /native G-Sync for my Nvidia G-Sync Graphic Card.
I don't have a AMD system so the AW2723DF monitor is useless for my gaming streaming etc.
Please replace my original monitor to the same like to like with Ultimate G-Sync for Nvidia cards.
Dell customer care open another case to replace the AW2723DF for the correct one. I received an email "We ordered your replacement parts.". So I went to view the status and under : View Parts "ASSY,BASE,DIS,AW2723DF,EMEA" , I did noticed that Dell going to send me again the wrong monitor. I have emailed Dell and I did explain the situation and I have mentioned that I wont accept the replacement because it is the same wrong monitor. Unfortunately, no one bother to reply and the wrong monitor was sent. On the delivery day I refused the monitor. Now Dell don't have a the same monitor like to like with Nvidia G-Sync Ultimate and only offering me the AMD one or a full refund. Ok that's fine about the refund but I bought the 1st monitor over 2 years ago and I do not have an access to Amazon account. It is not an active account any more so Dell cant refund me! In regards to the replacement Dell said they only offering same or better monitor but AW2723DF in not a better monitor for Nvidia G-Sync users! Dell didn't offered different monitor at all. Today I had a phone call from supervisor telling me the same 2 options. I said that I do like to make an official complaint and he said he is from the complaint team and if I make a complaint he will call me back! I cant believe this is happening. Dell have more Ultimate G-Sync monitors so why I haven't been offered them? Only £300 cheaper AMD? If it should be like to like or better I should receive better one. Please help. Kind regards Adrian.
Dell customer care open another case to replace the AW2723DF for the correct one. I received an email "We ordered your replacement parts.". So I went to view the status and under : View Parts "ASSY,BASE,DIS,AW2723DF,EMEA" , I did noticed that Dell going to send me again the wrong monitor. I have emailed Dell and I did explain the situation and I have mentioned that I wont accept the replacement because it is the same wrong monitor. Unfortunately, no one bother to reply and the wrong monitor was sent. On the delivery day I refused the monitor. Now Dell don't have a the same monitor like to like with Nvidia G-Sync Ultimate and only offering me the AMD one or a full refund. Ok that's fine about the refund but I bought the 1st monitor over 2 years ago and I do not have an access to Amazon account. It is not an active account any more so Dell cant refund me! In regards to the replacement Dell said they only offering same or better monitor but AW2723DF in not a better monitor for Nvidia G-Sync users! Dell didn't offered different monitor at all. Today I had a phone call from supervisor telling me the same 2 options. I said that I do like to make an official complaint and he said he is from the complaint team and if I make a complaint he will call me back! I cant believe this is happening. Dell have more Ultimate G-Sync monitors so why I haven't been offered them? Only £300 cheaper AMD? If it should be like to like or better I should receive better one. Please help. Kind regards Adrian.
DELL-Chris M
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June 6th, 2024 12:52
The Displays Team designated that the no longer available AW2721D Nvidia G-Sync replacement will be the AW2723DF AMD FreeSync. This was also posted to non-Dell sites like rtings =
The AMD FreeSync Pro AW2723DF is Nvidia G-Sync compatible as well as VESA AdaptiveSync certified. You should not have any issues running Nvidia G-Sync.
WhiteEagle41
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June 6th, 2024 13:16
@DELL-Chris M
Hi Chris
Thank you for your prompt reply.
Did you read the Verdict to the end ??
@" This doesn't make much of a difference UNLESS you have an Nvidia graphic card, in this case the AW2720D can take the full advantage of it"
Same thing Nvidia stated...AW2723DF is for AMD and only Support G-sync...
DELL-Chris M
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June 6th, 2024 13:27
The bottomline is that you can turn on Nvidia G-Sync with the AW2723DF. The differences between Nvidia G-Sync Compatible and Nvidia G-Sync Ultimate do not change the Displays Team decision.
WhiteEagle41
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June 6th, 2024 13:45
@DELL-Chris M
I do not understand, like to like or better is the company policy and sending me a well used monitor with IPS glow/leak like a over year old monitor and the stage of it is not acceptable full stop.
Plus , what is the point to spend a hundred's of £ , to get the top model Ultimate future and when it went wrong , I been given some cheap replacement ?
What about hours wasted over the phone , stress etc ?
DELL-Chris M
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June 6th, 2024 14:19
I am stating policy. I cannot debate policy. That is something you can do with management over in the UK.
WhiteEagle41
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June 6th, 2024 14:24
@DELL-Chris M
So you "Standing" that receiving non Ultimate G-Sync monitor for Ultimate G-Sync monitor is the company policy right ?
WhiteEagle41
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June 7th, 2024 04:19
Can I ask why you keep removing my reply ? It is because I provided evidence that Dell is wrong and I hold better knowledge??
DELL-Chris M
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June 7th, 2024 11:34
I did not remove any of your replies.
DELL-Chris M
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June 7th, 2024 11:43
If you were trying to post the same Reply multiple times in quick succession, the Forum AI will mark it as spam.
WhiteEagle41
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June 10th, 2024 14:58
@DELL-Chris M
How I can contact with a Dell customer care management ? could you send me an email or phone number ?
I still haven't received replacement for the monitor I received.
DELL-Chris M
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June 10th, 2024 15:15
Those do not exist. You must go through the Case number discussion with the DELL-Cares agent. Click their name, click Contact Me.