Coupon code, refund, exchange issue

So this is probably the worst experience with a company that I have ever had in my life (great start i know) period.

I bought an AW3225QF with a 5% off coupon code (using dell advantage). There are in no way to find any one to talk to on the phone or chat with when trying to get a hold of the Dell care team. I have wasted alot of time to find someone to talk to and also wasted several Dell employees time for this issue.

So I issued a warranty claim for an exchange of my AW3225QF as it had scratches on the screen even with the new packaging. So I started a ticket for having the monitor exchanged.

After a few emails back and forth making sure that I wanted an exchange and not a refund (every time the asked). I also thought i'd get the next business day exchange (adcanced exchange service) but the Dell care team said that this wasn't available and the process has to be fulfilled first and that they do that with all customers. This was odd to me and a kind soul here at the forums guided me that I should get a new unit next business day as he had with his monitors in past experience using the advanced exchange service.

So to use this service according to a technician at Dell you have to talk to the technical support team first to be able to use the advanced exchange service at all (I couldn't find the details for this anywhere so unless you went through this process before I don't see how you'd know about it). So if you go about your normal way to exchange you'll only get to do your normal daily type of exchange with the customer service instead of getting your premium service. He also added that I should keep going with the customer service as then I will get a brand new monitor rather than a refurb. Apparently you'll most likely get a refurbished unit using the advanced exchange service, fair enough.

After a few more emails back and forth arguing about this I give in to the process that was started and just wanted my exchange to go through as the Dell care team wanted. Then the Dell care team LIES to me and says that the monitor isn't in stock/available and cannot send out a new exchange unit to me and will issue a refund instead.

Now the issue is that I want my 5% off (not much I know, but this just isn't right and not very customer friendly) back so I could buy the monitor again but they refuse to re-activate or make a new code or whatever?

Is this the way to treat your customers?

The monitor has been in stock the whole time during these emails and have had a short expected delivery date on their website here in sweden. They don't say if something is in or not in stock. But rather only put a latest delivery date. For me it says not longer than 7-days basically. Doesn't sound like not available/not in stock to me. When i ordered it, it was over a month of wait time.

https://www.dell.com/sv-se/shop/alienware-32-tums-4k-qd-oled-spelsk%C3%A4rm-aw3225qf/apd/210-bllv/datorsk%C3%A4rmar