Dell's failure to replace a faulty monitor

I purchased a monitor on 24th March 2025 from Dell Online South Africa. It was delivered 2 days later. When the monitor arrived, it had a dent on the front of the box. It was clearly damaged by the delivery company. Upon switching the monitor on, I immediately noticed a high-pitched ringing noise coming from the right side of the device. I promptly contacted Dell Online South Africa, the original vendor, to seek assistance but was redirected to Dell's overseas technical support. After correspondence and providing clear video evidence demonstrating the issue, their technical agent acknowledged that the monitor was indeed faulty and confirmed it would require replacement. Despite this clear acknowledgment, Dell Online South Africa then informed me that a "Dead on Arrival" certificate was required from Dell technical support to proceed with the replacement. Despite forwarding the acknowledgment of the need for replacement along with the respective case number, I waited for over a week, only for Dell technical support to ultimately reject my request without offering any explanation or justification. As a medical doctor in South Africa, dealing with this issue has taken a significant amount of time from my schedule causing unnecessary disruption and inconvenience. I would appreciate it if Dell could replace the defective monitor with a new one.