ASUS VY249HF Eye Care Gaming Monitor –23.8″ FHD (1920 x 1080), 100Hz, IPS, SmoothMotion, 1ms (MPRT), Adaptive Sync, Eye Care Plus technology, Blue Light Filter, Flicker Free, antibacterial treatment

AWFUL service from amazon
I’m extremely dissatisfied with Amazon’s handling of a recent issue regarding a faulty ASUS monitor I purchased through their platform. The product, which is still under warranty, became completely unusable due to severe screen pixelation. I rely on this monitor for daily professional use, and the malfunction has significantly disrupted my workflow.I followed the correct procedure by contacting ASUS directly. After reviewing my case, ASUS confirmed that the issue qualified for a replacement under warranty and explicitly instructed me to go through Amazon for the exchange, as the product was purchased via their platform. However, Amazon outright refused to offer me a replacement. Their only response was to suggest a refund, which does not meet my needs or resolve the issue in a timely or suitable manner.Here’s why Amazon’s response was completely unacceptable:Lack of Replacement Option: For a product still under manufacturer warranty and purchased in good faith from Amazon, the least I expected was a simple like-for-like replacement as advised by ASUS. Instead, I was told this was not possible — with no effort made to find a solution.Disregard for Warranty Obligations: Amazon appears to ignore its responsibility to assist with warranty-covered replacements, despite being the retailer. This leaves customers in limbo, especially when the manufacturer redirects them back to Amazon.Inadequate Customer Support: The representatives I dealt with provided generic responses, showed little understanding of the urgency of the issue, and failed to escalate or offer alternative resolutions beyond a refund. For a company of Amazon’s scale, this is shockingly poor service.Evidence Ignored: I provided both video and photographic evidence of the severe fault, yet this was dismissed with no technical assessment or meaningful follow-up.Impact on Daily Life and Work: I depend on this equipment for essential daily tasks. Amazon’s refusal to replace the product left me without the tools necessary for work, showing a clear lack of care for the customer’s actual needs.Unacceptable Customer Experience: Rather than supporting loyal customers, Amazon’s system seems focused on rigid processes and impersonal resolutions that don’t serve the customer. I shouldn’t have to re-purchase an item at today’s higher price when a simple replacement was the appropriate solution.This experience has shaken my trust in Amazon as a reliable retailer for electronics or high-value purchases. I expect better from a company of this size and reputation. Based on this experience, I will be reconsidering future purchases and will be sharing this feedback widely so others are aware of what to expect if something goes wrong.

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