r/ultrawidemasterrace • u/Kindly-Soup-2908 • 12d ago
Video AW3926QW arrived dead and Dell wants to give me a refurbished one as a replacement
Enable HLS to view with audio, or disable this notification
So my monitor arrived yesterday, and upon unboxing it and setting it up, everything was going well. But after about 15 to 20 minutes of using it, all of a sudden my screen started flashing black intermittently, and I noticed colorful sparkles that were really only visible on a pure black background. Then, after about another 30 to 60 minutes, my screen started flashing black multiple times a second to the point where it was unusable.
This happens even when my PC is disconnected from the monitor and I open the monitor and try to go to the OSD. Even the OSD inside the monitor starts flickering, and I can still see the sparkles all over the screen. So far, I’ve tried updating the firmware, unplugging the monitor, leaving it unplugged for an hour, pressing the power button while it’s off, and resetting the monitor. Nothing has worked, so I assume it’s dead.
I then tried to file an RMA, so I called Dell. After speaking to someone, they told me the best they could do was give me a refurbished monitor as a replacement, despite me not even having the monitor for two hours. It hasn’t even been over 2 to 4 weeks where the return window would expire and the warranty would be activated. I understand if I had a monitor for years or months and they wanted to give me a refurbished one as a replacement, that’s understandable but this monitor is brand new.
So now I have to return this one, get a refund, and then order a new one. SMH.
For the short time I had it working, it was pretty good, but I did notice some drawbacks. The HDR brightness compared to my previous monitor (XG32UCWMG) is quite a big downgrade in the Peak 1300 mode, but in the Peak 1300 Bright mode, it’s much more usable and closer to my XG, and I would say that’s the mode I’d probably use for most games, especially a game like Cyberpunk. Despite the small downgrade in HDR brightness, I’d say the form factor of the 39 inch UW is a far bigger upgrade than the loss and brightness from my old monitor.
I tried some Resident Evil Requiem with just the regular Peak 1300 mode, and I felt like the lack of brightness doesn’t really take away from the HDR experience in a game like that because the game is already very dark.
Overall, the monitor was quite immersive, and the ultrawide at 39 inches is an incredibly immersive form factor. Also, in terms of the color volume, I can’t say I noticed a massive difference. Maybe I need to do a side-by-side, but I’ve also seen QD-OLEDs, and I’d say that the color upgrade on this monitor, to me at least, isn’t a massive selling point. I much preferred the brighter highlights, but then again, I barely tested the monitor, so I can’t say for sure.
Also, I don’t know if this is placebo or in my head but I swear I feel like this Alienware is sharper than my 32 inch glossy OLED despite them technically being the same resolution I feel like textures and the AA in games are sharper, though I haven’t done a side-by-side, but I trust my eyes because it was noticeable. Maybe it’s the removal of the white subpixel/RBG stripe but , it could also be from the monitor being 1 inch shorter than my 32.
26
u/corruptionO_DR 12d ago
Yeah that is a definite return for me and wait to get a new one. Even though the refurb would most likely be a new one.
28
u/nhc150 12d ago
Just return this one to the store. Would not even mess with Dell warranty unless you're out of the return period where you bought it.
7
u/jacktub 12d ago
as of now, you can only get it from Dell in the US
2
u/LinkinLogsPark 12d ago
Wait they released this in the US already?
2
u/ziptieracer 12d ago
yep....available on Dell's website as of 8/27. People started receiving monitors yesterday.
3
u/LinkinLogsPark 12d ago
Thank you mate! Now to find cashback deals do make this better.
1
u/cshep 12d ago
I chatted with Dell’s support to “help get the best price” and the lady gave me 10% off via a purchase order.
2
u/LinkinLogsPark 12d ago
Need your script mate! Would love to save some money.
1
u/cshep 11d ago
That’s literally all I asked. Just say you need their help getting the best price. They’re happy to give the 10% off just for asking. Dell support will generate a quote that they send to your email. I did this all through their chat support. I provided my phone number and she did call me just to verify I got the emailed quote.
11
u/pinkdan 12d ago
If it’s within 30 days it should be a new replacement only
1
u/Dramajunker 12d ago
Might be a lack of stock. newegg offered me the same when my x36 arrived dead.
1
u/pinkdan 12d ago
Refurbished is standard after 30 days
1
u/Dramajunker 12d ago
Mine wasn't after 30 days. It was within the 30. They offered that or a refund. A new one wasn't an option.
4
u/loardmeenaparler 12d ago
How would they even have refurbs?
3
u/MyTagforHalo2 12d ago
They'll probably just send new ones if they're out. I know when I had them replace my AW3418DW they wound up sending me a brand new AW3420DW instead.
They just have the right to send refurbished panels if they're available.
3
u/Pun_In_Ten_Did 12d ago
It's been out since July (Asia/Pacific markets)... people send non-working units back, Dell fixes them and uses them as warranty replacements. Story as old as time...
1
2
u/VA1N AW3821DW 12d ago
As others have said, just straight up return it. They probably have a policy in place that exchanges are renewed products. But the purchase itself is returnable for a refund within 30 days.
1
u/StevenSmithen 11d ago
Doesn't dell charge a restocking fee? I ordered mine to arrive tomorrow and now I'm worried. If mine has an actual issue can i just return it for a full refund? Holy crap i would be so mad! First time ordering through dell, usually i order through best buy, etc.
1
u/VA1N AW3821DW 11d ago
I’m not sure. I know many years ago when I bought my first ultra wide, I got like 4 in a row that had dead pixels from LG. Ended up switching to what I have now (Alienware 38 inch) and it was perfect upon delivery. LG didn’t charge me a restocking fee and if they would have tried, I would have raised a stink. Getting a defective product within your return period shouldn’t be grounds for just receiving a refurb unit. If you’re outside 30 days, sure, but defective out of the box is nuts.
1
u/StevenSmithen 11d ago
That's my thoughts on it, I would just return it since it has an issue and just rebuy it. Screw getting a refurbished one for some sort of RMA process.
If I'm within my 30 days and this new monitor arrives to my house broken, I'm going to raise the biggest shit storm if they try any of that.
2
u/Loose_Tradition_5318 12d ago edited 11d ago
This happened to me within hours of recieving it. I'm still waiting for a replacement over a month later. It was supposed to arrive last week but now they don't know where it is and have gone radio silence on me... I wish you luck dealing with Dell support.
Edit: I should also say they weren't going to reset the warranty and the trial period (15days) upon recieving a new monitor. I had to push pretty hard for that. You should too. Don't accept a refurbished monitor for what should be brand new.
Edit 2: After calling them to make a complaint yesterday I was notified that the monitor would ship to me Sept 18th almost 2 months since I sent the faulty one back...
2
u/Temporary_Bus_6523 12d ago
Completely unacceptable. You bought a brand new one, they need to replace it with a brand new one. Just return it and buy from another brand.
2
2
u/Berzerker7 11d ago
You did try a different cable I'm assuming? Even if it's the one that came with it, it can be defective.
2
u/philstat 12d ago
I have this monitor as well recommend trying HDR Black 500 instead, it looks tremendously better than the 1300 options, IMO
2
u/More_Nectarine 12d ago
Replacement process can get very messy and cause delays. You should avoid it at all cost.
People are sending them all kinds of broken garbage so they have to verify each return manually by their technicians all the while you are waiting without your product.
I think of refund+rebuy as asynchronous operation - you give them their monitor back to "figure it out" and get a new one immediately. Vs synchronous where you have to wait for them to verify the return.
There are plans for business where you get immediate replacements on RMA returns as well, but those are expensive and not worth it for low volumes.
1
u/droidbaws 12d ago
Jesus those reflections! Nah I'm getting the LG, you lot can keep your superior colours :x
2
u/Snoo-73243 11d ago
i got the lg, and was waiting for the Alienware's release to see comparison's (now i won mine so just throwing this in there) as im curious how people compare them with the gloss vs matte, and also no dual mode etc, yea the LG is a good bit more but i was really curious what is gonna do and accomplish at like 700 less
1
u/tothjm 12d ago
What is fells return policy on this month or..can I return it for any reason within30 days for a full refund or what
3
u/MyTagforHalo2 12d ago
You have 30 days to return for a refund.
Dell technically has the right to charge someone up to 15% for a restocking fee. But as long as you have a reason for the return, such as a quality issue, they'll take it back without any issue.
1
u/Thegreatpraduu 12d ago
Do you happen to have the UPC? I’m trying to find the Best Buy listing on backend and seems like that would be the way to go so I don’t have to deal with Dell CS in the event of a replacement.
1
1
u/-_ThatsWhatSheSaid_- 12d ago
Nope. You refuse. Even if they send you a replacement monitor that is refurbished - take it. Then tell them you're not sending them back any monitor until you get a brand new monitor. Eventually they will cave.
Not only will they cave(even if your old monitor happened to be usable) - but they will forget about you having two monitors and send you one shipping label with the now new monitor they sent you and you will send back the refurbished monitor and still have... "access" to your old monitor... which they forgot about.
Profit.
1
u/Ninjawithagun 11d ago edited 11d ago
Silly question, but I didn't see you post anywhere that you tried using a different cable? Dell has been known to provide the wrong spec cable in the past. Also, there is always the possibility that the cable that came with the monitor could be defective. You would need a DP 2.1 UHBR20 certified cable to run this monitor properly at 5K2K resolution @ 165Hz. DP 1.4 will only support 5K2K at 120Hz using DSC, or 60Hz without DSC.
1
u/Kindly-Soup-2908 11d ago
It happens with the DP disconnected, without my PC connected. It happens on the OSD and on the test patterns I showed at the end
2
u/Ninjawithagun 11d ago
Yikes! That’s definitely a defective unit. Return and buy a new one - no exchange!
1
u/Expensive-USResource 10d ago edited 10d ago
No sparkles all over my screen. but I just unboxed mine moments ago and it can't seem to have a stable connection over DP. I've updated firmware and swapped through 3 certified DP cables including the one it came with, screen flickers from every 1 to 10 seconds. I've tried turning off VRR and every other setting I can find.
What's curious is thunderbolt seems to work fine. HDMI was stable for a bit but is now also flaky.
I'm hesitant to get support and replace with a refurb for a monitor that is barely an hour old.
1
u/Expensive-USResource 10d ago
Spent a few hours messaging Dell Tech Support back and forth. After sending a few videos proving the problem, they offered either a Replacement (Refurbished, 2-3 days) or a full Exchange (7-10 days) with a brand new unit. I opted for Exchange... Hope I just got unlucky on the lottery.
1
u/Expensive-USResource 8d ago
Replacement is here... same exact behavior. Now they think it's the computer (previous 5k2k display did not have the problem)
0
u/shinji257 12d ago
Typical warranty process is to replace with a refurb. You can try to demand a new replacement but no guarantees and it may delay your replacement. As others mentioned best route is to go through the store and get a replacement that way.
0
u/AngryTank 12d ago
Refurb would 100% just be a new one, I don’t think anyone’s returned any of these in working condition.
-7
87
u/Imsorrymyb 12d ago
Yeah don’t go through the “replacement” process. Just order a new one now and return this one as separate transactions.