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2 Posts
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15
April 23rd, 2025 18:56
Gaming monitor, exchange process is slow, false communication
I have been using Dell Equipment for many many years due to the quality of product and service levels provided. Last year I bought a gaming monitor which is still under warranty. I started having an issue which I reported almost 2 weeks ago and the service level to having my screen replaced is dismal! I have been in communication with the tech support (Tushar, Samson, Jayesh) everyday. They advised they shall be replacing the screen with a new one and requested all my details to have done and everyday they are waiting for internal teams update. I do not believe it takes so long to get an update to replace my screen with a new one. It is costing me time and money which is not being understood clearly and seem that priority is given to individuals based on volume size and the individual that purchases 1 item does not get the same service levels. I know this as I come from companies that purchase Dell Equipment in bulk and Dell immediately attends to businesses with utmost importance and issues resolved within a day or 2. I cannot even get through to any management at Dell to lay my grievance and it is highly frustrating!
Due to the lack of sorting out my issue, not attending to my issue correctly, the slackness provided, costing me time and money, not providing the service levels required and no proper communication / false communication (Might be the best way to describe as I was given hope but is a nightmare), please may I have a full refund! I have paid a lot for this screen which may not matter to you however I worked hard and saved up to get this product!
Senior Management and preferably the CEO may contact me.
Thank you
ejn63
10 Elder
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28.7K Posts
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April 23rd, 2025 23:13
If what you're holding for is a new monitor, you'll be waiting a while -- warranty replacements are refurbished -- not brand new once the 30 day return period post-purchase has elapsed.
LanceLG
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2 Posts
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April 24th, 2025 10:30
@ejn63 based on prior experiences with Dell Product, it used to replaced with brand new equipment. Furthermore, my monitor is in excellent condition. I do not know what condition the refurbished unit is like or has undergone. If it was not under warranty it would be understandable or it it reach year 5 or so. My monitor is not even a year old. I was told I shall have mine replaced with a new one and I am still waiting for approval as they keep saying. The service levels have dropped extremely and from what I see, those who buy in bulk are given preference over individuals who purchase single items.
DELL-Chris M
Community Manager
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56.9K Posts
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April 24th, 2025 13:22
@LanceLG Being only a Forum Liaison we cannot work your specific case. But I can show you a Forum post explaining the Dell monitor policies. Read through this post found on the Monitors board.