Warranty - 34" ASUS ProArt PA348CGV Professional Monitor

[RAND0M7]

Hi,

So I purchased the 34" ASUS ProArt PA348CGV Professional Monitor brand new, I paid for express shipping as I wanted to have it in a timely manner and start using it.

Okay so it arrives, looking nice, but when I test for dead pixels I find the following -

Now, I could live with this minor defect, however, I paid a lot of money for a Professional Display and it comes with a Pixel Perfect Warranty, a 0 Bright Dot Policy. 

Therefore I contacted ASUS via email, I showed them the pictures and asked about warranty as I didn't want to send it off and be without it for an unknown length of time only to then have it denied on a technicality. 

They replied that this was covered under the Pixel Perfect Policy and that I quote "since the monitor is newly purchased within 30 days, the reseller will need to check from their end to determine whether the device is eligible for Dead on Arrival (DOA) claim."

Okay, so off it went to the reseller. 

Waited a week, reseller has it, they checked and confirmed the issue. They replied and I quote "We will contact ASUS to verify, once we receive the confirmation from ASUS as a DOA, we can look into sending out a replacement."

All good, but then they added and I quote "Please note the return procedure would normally take between 4 - 6 weeks."

I do not understand why it would take them 4 - 6 weeks? Do they have to also send it to ASUS? And will they send me a new Monitor or will there be an attempt at a repair job which would mean a lot of extra handling and therefore not the new Monitor I purchased at all? 
 
It's been over 2 weeks now both out of pocket and without a monitor and I don't know if I can wait much longer, I can't buy another monitor either, so I'm in a very painful position and rather in the dark IMO, not sure how much longer I should wait or who I should contact or what I should say? 

Any thoughts?

Thank you. 

[Aureliannn_ROG]

Hi @RAND0M7 ,

thank you for reaching out to us. In order to assist you further, could you please provide the product serial number through private message? 

Additionally, could you let us know which retailer you sent the monitor to? Please provide the above information via private message. 

We will proceed with the verification.

Thank you.

[RAND0M7]

I have sent a Private Message containing the serial number and place of purchase.

Thank you. 

[RAND0M7]

The retailer have informed me that the Monitor is in ASUS' hands now and they are waiting confirmation on a repair or replacement.

I would also like to confirm that this will be a 'replacement' as I purchased brand new and it's within 30 days, so I'll be very upset paying so much money for a brand new product only to have it handled so many times by the retailer and factory and then receive a repaired or refurbished model, as that would not be the brand new product I paid a premium for. 

 Thank you.

[RAND0M7 · Accepted solution]

RESOLVED:

In total it took 4 weeks from when I first sent it off to the retailer as per ASUS instructions. One week for the retailer to get it, who confirmed the fault, then 2 or 3 weeks for I presume slow international shipping for ASUS to receive it and also confirm the fault. Then ASUS from I understand issued a refund to the retailer and the retailer then sent me a new model. 

Very happy, thank you and this is resolved now. 🙂