ALIENWARE 34 QD-OLED AW3423DW screwed me on warranty!

[ANIMENIAC]

I purchased the AW3423DW on 3/9, expected ship 3/12, delayed ship to 4/29, then delayed ship to 6/17, eventually arrived 5/7. Had read in the Ultrawidemasterrace reddit that some people may not have a warranty if it's not on your invoice. After my monitor arrived I checked my account and service tag to find an "issue with the warranty". Expanding on it find my monitor is "out of warranty". DELL/ALIENWARE was touting this as having a 3 year burn in replacement warranty. Reading reddit I find MANY others having this problem with some getting it fixed. 90 minutes on the phone of me being passed from dept. to dept. sometimes back around to the same dept again. I ended up being told "your invoice didn't include a warranty so you're out of luck"!!!! Shall I forward you to sales (to buy one?! that should be free) or "out of warranty" where I originated. At that point I angrily hung up in frustration. I'm essentially screwed! Just thought I'd bring this to attention and maybe be mentioned in a LTT video. DELL has always been shifty in their warranty practices.

[Heliian]

Welcome to the dell club. 

[AnonymousGuy]

I returned my AW3423DW anyways but it says it has warranty when I search the service tag.  The online invoice doesn't specifically call out a warranty.

 

 

I've only used dell warranty once before with a 27" 1440 screen and they conveniently didn't even want the original monitor back.

[ANIMENIAC]

Aaaaaaand, the latest I got from DELL CARES twitter. Pasted below.

 

"My name is Jill from the Alienware Team.

We checked your case with the warranty team, and they confirmed that this Service Tag XXXXXXX, unfortunately the line items do not show any warranty. They cannot activate a warranty that is not included on the order number. I apologize I cannot offer you a solution with this. I know you have talked with multiple people, but for further questions we strongly suggest you to check with Customer Care: 800-624-9897"

 

That number I've called and wasted my time on already, NOT gonna do it again!

[Stahlmann]

Do they know it's illegal to sell new electronics without a warranty in most countries?

 

Great to see Dell following up on their warranty promises. I really don't know why so many people say Dell has great service...

[Doobeedoo]

Like what is this, cucking people like this on warranty. Reason why I'd only get general products from my retailers so I can't be screwed like this directly from certain manufacturers. These things should be quick easy.

So yeah I avoid pre-orders and also wait units to hit retail. 

On the other hand definitely excited to see others to show more QD-OLED monitors.

[tikker]

13 hours ago, Stahlmann said:

Great to see Dell following up on their warranty promises. I really don't know why so many people say Dell has great service...

In my experience, sadly only while obligated under contract. Outside of it you're screwed. I had to deal with them a couple of times and under warranty they were great, responsive, tech on site the next day to replace the entire internals of the laptop (because replacing the single broken fan is somehow impossible?). Once warranty ran out I didn't exist anymore. A different laptop's touchpad broke again with the same issue as first after the same amount of time, but they didn't even respond at all to a request about repairs (even at my own cost). The second time was only just out of warranty.

[ewitte]

I'm having flashbacks of the weeks it took to get Microsoft to fix an issue with my office 365 account...

 

EDIT: Oddly I'm on with Dell support right now for a laptop issue.

[HumdrumPenguin]

On 5/18/2022 at 1:06 PM, ANIMENIAC said:

I purchased the AW3423DW on 3/9, expected ship 3/12, delayed ship to 4/29, then delayed ship to 6/17, eventually arrived 5/7. Had read in the Ultrawidemasterrace reddit that some people may not have a warranty if it's not on your invoice. After my monitor arrived I checked my account and service tag to find an "issue with the warranty". Expanding on it find my monitor is "out of warranty". DELL/ALIENWARE was touting this as having a 3 year burn in replacement warranty. Reading reddit I find MANY others having this problem with some getting it fixed. 90 minutes on the phone of me being passed from dept. to dept. sometimes back around to the same dept again. I ended up being told "your invoice didn't include a warranty so you're out of luck"!!!! Shall I forward you to sales (to buy one?! that should be free) or "out of warranty" where I originated. At that point I angrily hung up in frustration. I'm essentially screwed! Just thought I'd bring this to attention and maybe be mentioned in a LTT video. DELL has always been shifty in their warranty practices.

Small claims court, and a big middle finger to Dell. You literally have proof in writing that they're denying warranty on a new product.

[WookieTiddy]

Straight from the product page:

 

Doesn't this count as advertising a 3 year warranty for burn in?

[WookieTiddy]

Here too. 

[SolarNova]

Always buy from a retailer and go to the retailer for warranty replacements. let them deal with Dell. At least thats the general rule of thumb in the UK.

 

If that isnt possible and contacting Dell has the above result. The Legal route will get u the result you want as its a cut and dry case. If you have it available to you in your country a legal notice of intent to sue can get things sorted without having to actually go through the process.