BenQ Appalling Customer Care - The One to Avoid

consumer2

This is a warning for anyone who wishes to purchase a BenQ monitor (+ update + from o k o b e . co . uk) in the future, or indeed for anyone who owns one at the moment (please see overview below).

Overview
Initially, I bought a BenQ G2220HD monitor for around £110 from o k o b e . co .uk (two year warranty). From day one it was obvious that the AC power in slot located at the back of the monitor was faulty, as simply touching the monitor caused it to switch off. To overcome this, I constantly had to push the power cable back into the AC power slot. Later on it became obvious that the fit between the power cable and the AC power slot was so loose that every few days or so, I would have to push the cable back in, just to switch the monitor on. In addition, at times the ON/OFF button located at the front of the monitor did not always work. Nevertheless, the picture quality of BenQ G2220HD monitor was really good, so I decided that I could live with loose power cable / AC power slot problem.

Around seven months after purchasing BenQ G2220HD monitor, the loose connection problem was so bad that I decided to get in contact with !!!!!.com and explain the situation. I was told that I would have to contact BenQ directly to have this sorted out. The staff at BenQ told me (via email) that “we are sorry to hear about this” and “we will send out a replacement” using PDP delivery service. I was asked to keep any cables and simply return the monitor and monitor stand. Few days later PDP arrived with a new monitor and at the same time they collected the faulty G2220HD. After opening the box, it turned that I was given a refurbished G2222HDL monitor, which had about six screwdriver indentations along the outer rim (please see pictures attached). Obviously the monitor was not brand new and must have been opened up for repairs previously. I did not even know who opened it up in the first place, as I am sure a qualified expert would take more care. In comparison my original G2220HD monitor was in absolutely prestine condition compared to the G2222HDL refurbished replacement provided by BenQ (+ update + it was the responsibility of o k o b e to provide a replacement - BenQ is not to blame).

Thus, once again I emailed BenQ and told them that I want a brand new replacement with a two year warranty and not a refurbished replacement. The staff at Tech Support, bluntly refused to provide a new monitor and stated that the warranty for any refurbished monitor provided by BenQ would start at the time I purchased my original G2220HD from !!!!!.com – which would have been seven months earlier. I emailed BenQ once again and explained that I am fully within my rights as consumer to ask for a brand new replacement. Once again I was refused (+ update + it was the responsibility of o k o b e to provide a replacement - BenQ is not to blame).

This time I decided to call BenQ and sort it out over the phone. After talking to a lady who could not help me, I was transferred to Bart. I explained the situation to Bart and told him that any other retailer would be more than happy to offer a brand new replacement. Bart stated that under BenQ terms and conditions, any replacement monitors provided by BenQ will be refurbished models. Thus, I checked the terms and conditions on the BenQ website and looked at the documentation for the original G2220HD monitor from o k o b e. However, there was absolutely nothing there in relation to replacement/refunds policy. It seemed that Bart was aware of this. He told me that I need to request terms and conditions to be sent out by email. Surely, terms and conditions should be supplied with every product and I should not have to request them. After further discussions with Bart, I was told that he needs to speak to his superiors and he promised to call back later on that day. Within 10 minutes, I received a phone call from Bart and was told that because BenQ value me as a customer, they will make a very rare exception in this case and will provide me with a brand new E2220HD monitor. I agreed and thought that this would be the end of it. Furthermore, I was asked to return any cables along with the monitor this time (+ update + it was the responsibility of o k o b e to provide a replacement - BenQ is not to blame).

Today, PDP have delivered the brand new E2220HD monitor and collected the refurbished G2222HDL monitor (along with cables). However, the monitor did not come with any cables, so now I am unable to connect it and see if it actually works. The monitor is not new, because the usual BenQ stickers are missing and there were no protective plastic covers – the ones you usually find along the side and base of new monitors. Also, there is an obvious scratch on the display itself (please see pictures attached) (+ update + it was the responsibility of o k o b e to provide a replacement - BenQ is not to blame).

BenQ seem to have the attitude of “we grab your money” and “we don’t care if the product develops a fault after you purchased it”.I have emailed BenQ about this, however so far no reply. I shall be updating this thread with replies from BenQ as they become available (+ update + it was the responsibility of o k o b e to provide a replacement - BenQ is not to blame).

The picture quality of BenQ monitors I had so far is very good, however build quality of G2220HD was disappointing and customer care is very poor. Maybe think twice about purchasing BenQ monitors, as you are unlikely to get any help from BenQ should anything go wrong with your monitor (+ update + it was the responsibility of o k o b e to provide a replacement - BenQ is not to blame).

First refurbished replacement monitor (G2222HDL), which had about 6 indentations along the outer rim.
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Second new monitor (E2220HD), which is in fact another refurbished model with an obvious scratch on the display itself.
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wealdroam

All very interesting.

You do realise that any remedy for your faulty monitor is the responsibility of !!!!!.com... whoever they are?

You should be seriously hastling !!!!!.com.

halibut2209

i wouldn't have moaned at a refurbished model after 7 months

consumer2

All very interesting.

You do realise that any remedy for your faulty monitor is the responsibility of !!!!!.com... whoever they are?

You should be seriously hastling !!!!!.com.

I was told by !!!!!.com that it falls outside their time line for returns/returns.

i wouldn't have moaned at a refurbished model after 7 months

The refurbished model was in worse condition than the original model I returned back to BenQ. I have purchased many products online during the last ten years and whenever I requested a replacement within a reasonable amount of time - a replacement was never a problem.

wealdroam

consumer2 wrote: »

I was told by !!!!!.com that it falls outside their time line for returns/returns.

!!!!!.com (who are they?) are wrong.

They simply cannot override your statutory rights with 'their time line'.

Take a few minutes to read MSE's Consumer Rights Guide.

consumer2

The forum must be preventing me from revealing their name. It's o k o b e dot co dot uk.

Thank you for very useful information wealdroam.

It is probably too late for me to get o k o b e to get it sorted out, as I have been chasing BenQ for a while now.

Just called BenQ and spoke to Bart again - was told that there was some mistake, as he put an order through for a new monitor to be delivered. Now Bart has contacted someone else to look into this.

visidigi

I'm sorry, but you had the problem since day one and you waited 7 months to get it fixed? If you had returned it on the first day they would have shipped you out a new one.

When you get to manufacturer level they will generally provide you with a refurbished device - thats pretty common...

consumer2

Got in touch with o k o b e dot co dot uk and was told that:

Thank you for contacting !!!!!!!!!!!!!!

Order 0007-64418-42371 was purchased over 7 months ago and is outside our returns period. All online retailers have a returns period for electricals which generally falls between 14-30 days after the date of delivery. BenQ have a warranty which will cover you for any faults after a retailers returns period expires.

We have contacted BenQ and they advise you to log the fault as soon as possible through their website. I have included a link to this web page below. You can also phone them on their support line which is 0207 216 0039.
//benq.co.uk/support/contact/index.cfm?region=3&query=3

Once you have logged the fault, BenQ will contact you under warranty and will organise an appropriate replacement with you directly.

Regards,

consumer2

I have tried to find a phone number for o k o b e dot co dot uk on their website. Unfortunately, o k o b e does not give a phone service, so that they can keep the costs down. Thus, I emailed customer support yesterday morning and asked them to provide a phone number. O k o b e promises to answers most emails within 3 hours and in some cases within 2 hours. However, still no reply and it looks unlikely that I will get one.

PZH

Your contract was with okob e


BUT....

Initially, I bought a BenQ G2220HD monitor for around £110 from !!!!!.com (two year warranty). From day one it was obvious that the AC power in slot located at the back of the monitor was faulty, as simply touching the monitor caused it to switch off. To overcome this, I constantly had to push the power cable back into the AC power slot.

As stated previously - all this could have been avoided if you had reported the fault immediately.

You may well have caused more damage yourself by constantly pushing the AC power back in. So you can hardly complain at okob e or BenQ.

giraffe69

Another post badmouthing a brand when it is one poor experience and even then not directly with the firm. I have 3 of their monitores at home and bought 30-40 when working and have never had a problem. Ires lise that this does not stop OP from having had his problem but some sense of proportion is due here.