I recently purchased the Alienware 27 QD-OLED Gaming Monitor - AW2725DF, enticed by its advanced features and specifications. However, my experience has been far from satisfactory. The monitor ceased to function in less than an hour of usage, which was highly disappointing. To add to the frustration, the customer support’s response was less than ideal. After a few days of back and forth, with me explaining the matter again and again to a new person, both email and iMessages SEPARATELY, they offered two solutions: 1) repairing the monitor with refurbished parts (yes, my 1000$ BRAND NEW monitor repaired with used parts) , and 2) replacing it with an older model (3 years on the market). The latter was particularly surprising as they referred to my recently purchased model as ‘end-of-life’, even though it was introduced in January this year. The process has been time-consuming, highly frustrating and exhausting, with over two weeks spent explaining the issue to different employees via chat and email. The lack of efficient communication and satisfactory resolution has significantly impacted my perception of the brand and the product. Last but not least, after 2 weeks I said to them that I'm not interested in any other proposals others than me sending the monitor back and getting a full refund. The Customer Support employee put me in contact with yet another department where they told me that "a refund is not possible because my purchase was 18 days old". Imagine my shock after chatting with them for multiple hours every day (a time that I'm NOT GETTING BACK never) all that time and they made it look like I was the one responsible for taking too long to request a refund. After my reaction and threating them with legal action, I still didn't receive any satisfactory solution and I'm involving a lawyer at this stage. While this could be an isolated incident, potential buyers should be aware of my experience. I hope Alienware improves their product reliability and customer service in the future. P.D: all their emails end with "Thank you for choosing Dell". I told them not to thank me as it was the last time I chosen them.
