DELL's operator cheats customer

Question

i bought a monitor U2311H online last week. However, i found there are serious backlight bleeding problem of the monitor. This problem really bothers me as i bought this monitor mainly for watching movie. Thus, i called DELL this Monday to request a replacement. The operator is nice and he told me that i can get a brand new replacement in one or two days.  On Tuesday, i received the replacement which is brand new and the packaging is the same as the monitor i got last week. The manufacturing data is Nov 2010, which is also the same as previous monitor. The replacement, however, is no good as the backlight bleeding problem is ever worse. In addition, it has serious color non-uniform issue (the center area of the monitor appears light blue when showing a pure white image).  Again, i call DELL this Thursday. Finally, the operator agreed to send me another replacement for exchange. I asked him whether the replacement is brand new, he said this is a refurbished monitor. At the moment, i am quite surprised. I asked why, i got my first replacement brand new? The operator said all the replacements are refurbished products, DELL does not have brand new products for exchange.  Then what am i going to do, obviously, the two operators handing my case are contradictory. Today, the second replacement came without any packaging. This is indeed a refurbished monitor (manufactured in July 2010) as there is a label at the back. Ridiculously, this refurbished monitor is good compared with the other two. Very less backlight bleeding, the colors are all fine. It seems that i pay the price for a brand new monitor, at the end i got a second hand one. Very funny!!  Is there anybody can tell me why the second operator cheats me? Why i bought a refurbished monitor by paying for brand new?

DELL-Chris M · Answer

Perhaps they are unaware of the policy?

Dell Policy Concerning Exchanges -
If the exchange is setup inside the first 21 days from the invoice date, the replacement will be New.

If the exchange is setup ouside of the first 21 days from the invoice date, the replacement will be Refurbished/Used.

blazeli · Answer

Is this policy applicable for Singapore customer?

DELL-Chris M · Answer

I can only speak for the Americas. Contact Support for your country.

Monitors

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