32" 4K Dell UltraSharp broken after 4 years and 11 months

Forums › Desktop computing › 32" 4K Dell UltraSharp broken after 4 years and 11 months - PB rejected CGA Claim. Next steps?

turtleattacks

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#323321 18-Nov-2025 13:43

Hello,

I purchased a $1437 32" Dell UltraSharp, top-end (IPS) from PB Tech on 27-Nov-2020.

Just a few months short of its 5 year birthday, it developed a fault with vertical lines, so not really wear and tear (i.e. fading, burn-ins)

PB has assessed the monitor and rejected the CGA claim saying that its served its reasonable lifetime.

Thoughts? Would you take this to disputes/CGA?

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#3435535 18-Nov-2025 13:52

Contact Dell directly as opposed to going via PB since its warrenties are provided by the manufacturer not retailer.
Saying this - close to 5 years is resonable I would say.

-- opinions expressed by me are solely my own. ie - personal

turtleattacks

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#3435536 18-Nov-2025 13:54

Jiriteach:

Contact Dell directly as opposed to going via PB since its warrenties are provided by the manufacturer not retailer.
Saying this - close to 5 years is resonable I would say.

Sorry, I should have said that Dell also refused it. (that's what PB said).

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nitro

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#3435537 18-Nov-2025 13:55

not sure if PBTech already has, but i would reach out to Dell, directly. if they will live up to their CGA responsibility, they can give the authorization to the retailer (PB Tech) for a refund/replacement.

sqishy

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#3435538 18-Nov-2025 13:55

You bought a premium, high-cost, professional monitor I'd say The failure is not wear and tear. You can try Dell NZ directly.

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#3435539 18-Nov-2025 13:57

If an inexpensive $300 monitor died after 5 years, it's annoying but that's life. A monitor 5x that price is a different matter. In your shoes, I would pursue it further.

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MikeB4

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#3435551 18-Nov-2025 14:09

Tell PB Tech that you will file a complaint with the Commerce Commission. PB Tech are the seller and responsible under CGA to redress you do not have to go to Dell yourself.

Here is a crazy notion, lets give peace a chance.

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Jiriteach

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#3435557 18-Nov-2025 14:27

turtleattacks:

Jiriteach:

Contact Dell directly as opposed to going via PB since its warrenties are provided by the manufacturer not retailer.
Saying this - close to 5 years is resonable I would say.

Sorry, I should have said that Dell also refused it. (that's what PB said).

I would still open a case with Dell NZ. They will also have different thresholds on the way they address such cases.

-- opinions expressed by me are solely my own. ie - personal

trig42

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#3435558 18-Nov-2025 14:32

Disputes Tribunal with PB Tech - it's their responsibility. You shouldn't need to go to Dell.

Ask PB for their address for service to lodge a Disputes case. Wouldn't hurt contacting the commerce commission if you have the energy. It's a premium monitor. If I had spent $1500 on a TV. fridge, washing machine, or laptop, I'd expect more than 5 years from it, no reason a monitor is different.

turtleattacks

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#3435566 18-Nov-2025 14:50

I've sent them an email:

Dear PB Tech Team,

I am writing regarding my Dell UltraSharp 32” monitor purchased on 27 November 2020 for $1,437, which developed vertical line faults in October 2025. PB Tech has rejected my Consumer Guarantees Act (CGA) claim, stating that the product has served its reasonable lifetime.

I do not agree with that assessment. This Dell UltraSharp display is a premium, professional-grade monitor, not a budget item. At its price point and quality level, a reasonable consumer would expect a lifespan closer to seven years or more before any major failure. Consumer NZ’s guidance on appliance life expectancy indicates that televisions—a comparable electronic display product—should last seven to eight years under normal use (see: Consumer NZ – Appliance Life Expectancy).

The fault is not consistent with normal wear and tear such as panel ageing or backlight drift, but rather a component failure that renders the device unusable well before its expected lifespan.

If PB Tech maintains its position, I will file a formal complaint with the Commerce Commission and escalate this matter to the Disputes Tribunal. However, I would prefer to resolve this directly and reasonably with PB Tech as the retailer responsible under the CGA.

I ask that you reconsider this claim and provide a remedy in line with the Act’s requirements for goods of acceptable quality and durability.

Kind regards,

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gehenna

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#3435572 18-Nov-2025 15:02

I agree with your approach. Contacting Dell directly isn't how this is supposed to work for the customer. Less than 5 years is not a reasonable lifespan for a static object, assuming it's environment is well maintained and it's not full of dust etc.

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#3435575 18-Nov-2025 15:18

MikeB4:

Tell PB Tech that you will file a complaint with the Commerce Commission. PB Tech are the seller and responsible under CGA to redress you do not have to go to Dell yourself.

i said that to the local JB Hifi when my Xbox One X died 1 month after warranty ended and they laughed at me.

in the end i didn't think the Xbox though it was over $600 at time of purchase, was only worth 1-200 bucks at the time and I didn't think all that time hassle and stress of the disputes tribunal was worth my time.

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#3435576 18-Nov-2025 15:20

Which is why they're in a position to laugh at customers

SpartanVXL

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#3435591 18-Nov-2025 16:00

It will be completely up to whoever reviews your case. From memory Dell offer 3 year warranty on ultrasharps. If they’ve assessed the panel they can pull data for panel on time etc. to use as evidence for ‘reasonable lifetime’.

This is why I don’t like the CGA. Not because it doesn’t work, it’s great when it does, but because of this vague reasonable lifetime stuff.

turtleattacks

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#3435592 18-Nov-2025 16:02

SpartanVXL:

It will be completely up to whoever reviews your case. From memory Dell offer 3 year warranty on ultrasharps. If they’ve assessed the panel they can pull data for panel on time etc. to use as evidence for ‘reasonable lifetime’.

This is why I don’t like the CGA. Not because it doesn’t work, it’s great when it does, but because of this vague reasonable lifetime stuff.

My understanding is that Dell didn't even review the unit. It's been at PB's head office for review.

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SpartanVXL

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#3435598 18-Nov-2025 16:19

turtleattacks:

SpartanVXL:

It will be completely up to whoever reviews your case. From memory Dell offer 3 year warranty on ultrasharps. If they’ve assessed the panel they can pull data for panel on time etc. to use as evidence for ‘reasonable lifetime’.

This is why I don’t like the CGA. Not because it doesn’t work, it’s great when it does, but because of this vague reasonable lifetime stuff.

My understanding is that Dell didn't even review the unit. It's been at PB's head office for review.

Pbtech are an authorised repair centre for Dell monitors, I’m pretty sure they can pull diagnostics from the panel.

Don’t want to be a downer, keep going and try disputes but don’t be disappointed if they weigh against you.

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