PG32UCDM Made a pop sound and smells of smoke, no video output

[rask]

got this monitor in march, and it's been working great since. Today, while working and using the monitor via USB-C with my laptop, I heard a popping sound come from the monitor and then smelled smoke. Complete black screen now and the display does not work. Monitor still provides power to my laptop as well as the asus logo lighting up, but other than that it's completely dead. Tried power cycling an whatnot. Extremely disappointing, and I don't think I have ever in my life had a monitor just give up on me like this.

I called ASUS customer support and even though the warranty mentions advanced replacement for problems, but first I have to wait a few days for someone to reach out to me. Why they couldn't get me going immediately I don't know, I should have had an RMA slip as soon as the call was finished.  Supposedly they want me to send it in to inspect it for physical damage. The monitor is in pristine condition and I will be taking photos of it before sending anything their way.

[Aureliannn_ROG]

Hello @rask , we apologize for the inconvenience you are experiencing. 

In order to further assist you, please provide the following information via private message: 

1. Product serial number
2. Your name
3. Contact phone number
4. Email address
5. Service ticket number from your previous contact with customer service.
6. Photo of the current display screen.

Additionally, may I ask for the model number of your laptop? Is the laptop currently functioning normally? Please assist us in confirming this information. Thank you.

[rask]

I have sent you a private message regarding the monitor and provided the information requested.

I have yet to be contacted regarding the advanced replacement as stated in both the warranty and product page.

[rask]

I have received several responses denying me advanced replacement for a product which explicitly states that is a service you provide. What on earth is the point of offering that without honoring it? I will be filing a formal complaint about this as it's honestly quite ridiculous.

[Aureliannn_ROG]

Hi @rask ,

Thank you for your patience. We have confirmed that one of our representatives has contacted you regarding your repair request.

To expedite the repair process, we would like to reconfirm if you have already shipped the monitor to service center. 

If not, please refer to the shipping information provided by our representative and ship the monitor as soon as possible.

Once the service center receives your monitor, they will promptly conduct a diagnosis and contact you regarding the next steps. 

If you have any questions, please feel free to contact us.

Thank you.

[rask]

I just wanted to provide an update regarding the current situation with this warranty issue.

1. ASUS did not honor their advanced replacement claim on their warranty.
2. ASUS currently has the OLED monitor in their posession.
3. ASUS has responded to my claim offering a replacement product, but stated that they are unable to locate the same model.
4. ASUS has offered me a 160 HZ (vs 240hz) IPS (vs OLED) PG32UQXR90LM0833-B013B0 monitor as a replacement.

This has got to be some kind of joke right? April fools? Am I, the consumer, supposed to roll over and accept this? Absolutely horrid customer care response and likely one that will eliminate any confidence in ASUS products I could ever hope to muster.

To add to this, not only is ASUS attempting to pawn off an inferior display to me, (not the same technology or specifications), but they have STRAIGHT UP LIED about the availability of the PG32UCDM. Not only is this monitor available through the retailer I made my original purchase through, but also it is available RIGHT NOW on Asus's own website. I would laugh if this entire interaction hadn't left a giant pit in my stomach wondering whether or not I am going to get the thing I spent so much money on back.

[godofwar424]

Try reaching out to their complaints team: https://www.asus.com/us/content/supportupdates/ 

The section labelled: "How to File a Dispute with ASUS Customer Support"

[Aureliannn_ROG]

Hi @rask ,

We have sent you a private message with relevant information regarding your inquiry. 

To better assist you, we kindly request that you review and reply to the message at your earliest convenience.

Thank you for your cooperation.