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August 30th, 2023 05:18

Dell refusing to replace AW3423DWF monitor after 4 days of ownership

Hi,

I recently purchased this monitor for $949.49 and it worked fine for 4 days. At one point I left my PC, came back about 30 minutes later, and woke up my displays from standby. My second monitor woke up fine, but the one in question flickered and then shut off right away. After rebooting my whole system, I was met with the bottom half of the screen flickering and green horizontal lines appearing in the bottom left of the display. The display then only stays on for about 3 seconds and will then shut off (the display not being on was the reason I restarted my PC). 

I have contacted support about this issue, but they claim it must be accidental damage and will not replace it. If the monitor fails after 4 days of normal use, how is that an accident on my part? I have plenty of proof that the monitor is not physically damaged in any way, but they still claim that they somehow "know" that it is accidental damage from a single image. If someone from Dell were to take a look at the monitor in-person, they could easily tell that it is not damaged on the outside whatsoever. 

Dell support has so far refused to replace it after contacting them twice over the phone. They even tried to tell me to just buy a new monitor. At this point I am very frustrated because it seems like Dell is fine selling faulty products that last only a few days after receiving and then refusing to replace it while it is still within the 30 day return window. 

If a Dell representative sees this, please feel free to contact me. I can provide further evidence as to the monitor's pristine physical condition if needed.  This shouldn't even be a warranty issue, the product failed even before the return window was up. 

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2 Posts

August 30th, 2023 15:51

I have contacted Dell for the third time now and I am finally getting a replacement unit sent to me. As long as there are no issues with the replacement unit, this issue will be considered resolved. 

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