Dell upgrades user to 280Hz Alienware monitor for free after they mistook joystick for power button

The other day, Dell had offered replacement of faulty Alienware monitor with a newer version of the monitor. This even applies to cases where the reported defect is due to user's end mistake. This is great, considering that such cases provide consumers with great benefits in case of returns or sometimes maintenance delays.

Dell sends free 280Hz Alienware AW2725D after user mistakes joystick for power button

This whole fiasco definitely adds positive effect towards consumer's trust in gaming hardware with high performance characteristics. Here's the story. A Reddit user bought Alienware 2723DF (27" QD-OLED display, 1440p, 240Hz). The user didn't have any luck turning the monitor on.

Thus, user assumed that there might be some problem with it. Then user has used WhatsApp to contact Dell support and gave them information about the problem.

When Dell specialists analyzed the user's complaint, they found out that the user was not using the power button, but rather a navigation joystick. However, Dell, instead of carrying out ordinary repair decided to make an upgrade to the user.

The user got sent a replacement Alienware AW2725D monitor for free. The new monitor has the same specs as the old one. It features a 27" QD-OLED display and 1440p resolution.

But the refresh rate is higher now, it is set to 280Hz. So, the user can enjoy enhanced gaming experience (especially competitive games) without any need of returning the initial monitor (2723DF).

In India, the new monitor is priced at 569 USD (~$569). However, in this particular situation, Dell made an upgrade free of charge.

As it's confirmed by Dell, the customer had both monitors and so the user basically got an upgrade to a more advanced monitor for free. This shows that Dell places great importance in customers' satisfaction, rather than try to find fault. Be aware that this one is a particular case and there could be different warranty policies for various regions. So, the upgrade, in this case, is exceptional.