[Resolved] Acer Monitor Warranty Issues - Need Advice

Your Friend on 02/07/2018 - 13:58
Last edited 02/07/2018 - 16:50 by 1 other user

Hi guys, I have been having a nightmarish interaction with Acer warranty service where they or startrack have broke my monitor (not sure who). I would appreciate any help on what to do going forward.

Background:

Purchased Acer Monitor (premium monitor $700+) from pbtech back in January. Started having an intermittent issue a few months ago where a line of pixels down the centre of the monitor will disappear and move along the right side of the monitor (https://imgur.com/l4fwihN, https://imgur.com/HzkHyr3), only way to fix is turn the monitor on and off.

Contact Acer warranty they pick it up and “repair” and return in a few weeks. Issue is still occurring on the same day I got it back. Contact Acer warranty again explain issue is still happening, they come and pick it up again.

This is where things get pretty messed up. I don’t hear from them for a couple of weeks, suddenly I get an email that is literally an image that says (https://imgur.com/Pt30nOc) “We received the Acer XB271HU monitor with damage on the LCD panel glass. The unit is deemed as beyond Economical Repair.” With a photo that is nothing like the issue I was describing. I used the original packaging they supplied when they returned the monitor, which is the official monitor packaging so no issues there.

So I call them up and ask wtf is going on and they claim that they can’t repair my problem, I explain that the photo they sent me has nothing to do with the issue I sent the monitor in for. I have images showing the condition of the monitor before sending as well as images of the actual issue, so they now know that what they sent me has nothing to do with me. They say they will investigate, case is now escalated.

I hadn’t heard from them for like 2 weeks, so I called them again and they still say its under investigation but they did mention that I purchased the monitor from NZ. So it sounds like they are trying to weasel out of the warranty service this way? Even though they already “repaired” it once and then damaged it the second time.

What should I do? It appears my monitor is completely F***ed from no fault of my own and Acer appears to be looking for ways to get out of it.

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closed Comments

  • hogwarts on 02/07/2018 - 14:13

    Threaten to report it to ACCC.

    • Your Friend on 02/07/2018 - 14:19

      Does the monitor being purchased online from Pbtech which are a NZ company impact this?

    • HighAndDry on 02/07/2018 - 14:30

      I know the /s should be obvious, but some people are going to take comments like this seriously.

  • garetz on 02/07/2018 - 14:18

    Advise them the damage was caused during transit, and is outside your control, and you would like them to make an transit insurance claim, where you get a full refund. See what they have to say, then report the situation to the accc, you are still covered under Australian consumer guarantee hopefully.

    • HighAndDry on 02/07/2018 - 14:32
      +1

      OP didn't buy directly from Acer. OP didn't even buy this from Australia. WTF does the ACL have to do with this?!

  • JohnWest on 02/07/2018 - 14:27

    If you have pictures of the whole display
    - before it was sent, then it should be enough to prove your claim
    - if you don't then it becomes difficult to prove if you raise it.

    • Your Friend on 02/07/2018 - 14:42

      I do and they have them.

  • HighAndDry on 02/07/2018 - 14:33

    Your consumer rights are with the retailer for the most part. In this case, chase up for a resolution to their "investigation" and see what happens, but if Acer doesn't want to play ball - you might want to brush up on your NZ consumer laws.

    • Your Friend on 02/07/2018 - 14:43

      Problem is I don't think Pbtech is going to be interested in repairing damage that Acer has caused, so not sure what to do here as well.

      • HighAndDry on 02/07/2018 - 14:45
        +2

        That's why you're really supposed to go through the retailer to get the RMA in these cases and not directly with the manufacturer. Obviously harder if the retailer is in NZ….. but that's kind of the risk when you buy from non-Aussie shops.

        Just wait for Acer's investigation. All you can really do at the moment unless you want to get nasty and start threatening them. You can, and it might work, but you'd be bluffing.

  • Davo1111 on 02/07/2018 - 15:15

    Is the photo of the same screen?

    • Your Friend on 02/07/2018 - 15:27

      Yeah apparently, but I have never seen anything like that image they sent me. The only issue I had was the line of pixels in the middle of the screen being teleported to the right edge of the screen.

  • Cartman2530 on 02/07/2018 - 15:19

    I assume that Acer got insurance with the courier that picked up the monitor? Should be an easy case to claim if they did.

    If you have proof then go up the chain at Acer if you can and escalate until you have your refund.

    Also get in contact with the courier company and get some details off them, if any.

  • Moderatorscrimshaw on 02/07/2018 - 16:50

    OP has asked for the thread to be resolved as ACER has contacted OP with a satisfactory resolution

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