Benq monitors

brcu007

I bought a Benq monitor from Amazon 18 months ago which broke down and as it comes with a 3 year guarantee i contacted Benq customer services.

Now the problems arise, over the past month they have sent me 3 replacement monitors all reconditioned. First replacement was blurry and sent anyone reading it dizzy, second replacement brokedown completely and the third (which I'm using now) the colours are weak and icons look devoid of detail with any colour detail lost.

I warned them that this would be the final time that i would accept a replacement monitor and for it to be fully tested. I have changed all the various settings on my monitor to try to solve it but it doesnt help.

The problem i have now is that Benq are refusing to refund me my money and I'm sick of being sent faulty replacement monitors. Can anyone offer me some advice in what to do next ?

deanos

Its up to Amazon to refund you i beleive as you bought it off them, i would ring or email Amazon as they are usually pretty decent with returns.

JasonW_2

Amazon only have a duty to get invloved for up to a year, some only do the first month then direct you to the manufacturer. I had a problem like this several years ago, and got a brand new upgraded monitor for my troubles. I got sent 6 before I got the new one that were all just as bad, infact one was sent to me which was meant to be returned to the company instead. It was yellow and stunk of smoke, was disgusting. Stand your ground but dont go making demands and acting unreasonably. Write to someone high up at the company and explain the situation clearly and calmly with as much detail as poss (I included all the serial numbers, dates, defects etc and time off work, time spent waiting, all that sort of stuff, and chuck in something about being disappointed that you bought from what you thought was a reputable and ethical manufacturer and you heard good things about them blah blah

D

deanos

JasonW wrote:

Amazon only have a duty to get invloved for up to a year, some only do the first month then direct you to the manufacturer.

It was bought from Amazon so they are responsible, ive never seen it anywhere in law that states shops are only responsible for 1 month or a year ?

JasonW_2

Distance selling regs!

brcu007

Thanks for the advice, I will give them another call on Monday.

stugib

JasonW wrote:

Distance selling regs!

Where does the DSR say that?

I haven't read the DSR in its entirity but I'm pretty sure it doesn't completely contradict the Sale of Goods Act, where the retailer is responsible for anything up to 6 years. It gives additional rights when not buying in person, not take them away!

brcu007

Update.

I decided to email benq on 20/8 and they replied swifty on 21 saying -

"Thank you for your email, which has just be bought to my attention.

I've asked for our service centre to supply me with some background in your case, and I will be able to advise a course of action later today, as normally we offer exemplary service for our products, and don't expect to see such issues.

However a refund isn't a possible course of action under your warranty claim, as we weren't the point of supply/invoice.

We are treating this case as a matter of priority and will contact you later today to discuss a resolution."

However they have not phoned back either on the monday which they say in the email or today (Tuesday). They have my phone number because it is in their reply, to say they will call back and they dont bother is poor but to not even phone the day after just speaks volumes in my mind.

Time to continue the tedious phonecalls with the dismal Benq customer service...

brcu007

Finally Benq contact me 4 days after saying they would (after yet another email).

They have offered me another monitor which is far cheaper than what i paid so obviously im not interested. I have told them which monitor i would like which is slightly cheaper than what i paid and hopefully this will be sort out as its gone on for over a month.

I must say dealing with Benq has been nothing but a pain and as I work in customer service its an example of how not to treat customers.

brcu007

Another update.

An email from Benq "Unfortunately an upgrade to a larger model is not something which we can offer. We can only provide a unit within the same specification as the original.

Due to the inconvenience which has been caused with the replacement units, as compensation, I can offer an upgrade to the T705. The T705 I will be sending to you will be a new unit which I will ensure is tested before despatching to ensure it is in full working order.

Please advise if you are happy to accept this model. I can have it despatched the next available working day."

I'm really quite disgusted with only being offered this monitor as i can get it for a lot less than i originally paid.

I will be contact the cab for advice. I really cannot put in worlds how appalling i feel i have been treated by Benq.

Any help would be appreciated.

kuohu

Monitor prices are falling all the time though. Regardless of the sell price, is it of a comparable (or better) quality monitor than your original?