I have a monitor that was purchased around May 2019, but due to moving around as part of my job, I haven't had a chance to setup my docking setup in my office. Having finally had time, I found that one of the monitors that was purchased has a cracked screen that was damaged during shipping (opened today).

This monitor comes with a 3 year Advanced Exchange Service, and in looking at a different thread, this service should be able to perform an exchange, including physical damage, at any point during the 3 year period.

However, when I call support, I am told that that a "Basic Warranty" only covers issues within the first 30 days and that a "Premium Panel" coverage is only for pixel issues, not physical damage - no matter how many times I try to discuss the Advanced Exchange Service.

I figured I would post here, since the original information I saw was also on these forums, in hopes of finding out whether the original information in the linked post is wrong/obsolete, or if there's just a different number I need to go through to get this issue addressed.

Any help would be greatly appreciated.