AW2725Q quality issue

Question

Hello all,I am based in the UK and recently purchased the new Alienware OLED AW2725Q. I want to get people perspective around the globe and see if they have experiencing anything similar.The monitor arrived on 16th but the box was damaged which were the screen was facing downwards inside the package. Luckily the screen was not damaged. The seal was open so it looked like a used monitor was sent to me. Thirdly the frame have deep scratch marks around the frame of the screen.  I got this RMA on 17/12/2025 and got my new monitor today 19/12/2025. Everything was good until I inspected the frame. Same problem as the last one. All scratched up..Unable to attach more picture due to limitation

DELL-ChrisM2 · Answer

The original 2nd picture showed your full name and shipping address. Cropped it out.

I do not see scratches on top frame? It looks like a matte finish to me so would not be smooth. The User's Guide never shows a picture of the frame top or sides.

DELL-ChrisM2 · Answer

Or are you talking about this?

Jimmy.B · Answer

@DELL-ChrisM2​ Thank you Chris for correcting this. I did not realise my address was on full display.The black frame should be uniform in matte black. There are whitish deep groves in the matte black plastic.Hare are the picture, highlighted in RED

DELL-ChrisM2 · Answer

What is the non-private 20 digit serial number on rear label? Not the private service tag number.

Jimmy.B · Answer

@DELL-ChrisM2​ The label is under the monitor, on the right side, next to the monitor control settings, not on the back. I believe this is the number you need: CN-0NJJTV-QDC00-545-067S-A00Thanks

DELL-ChrisM2 · Answer

Saw that after! =

Ok. Not a NEW RMA replacement. Built on April 5, 2025 =

I do not have access to the Dell UK dispatch tools. My guess is when they setup the RMA dispatch they did not choose NEW. By not choosing NEW on the dispatch, it defaulted to used/refurbished. You will need to contact them again.

Jimmy.B · Answer

@DELL-ChrisM2​ Thank you very much for this vital information.I will reach out to Dell UK to disclose this with them. Thank you once again.

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AW2725Q quality issue

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