Hey everyone!
So I splurged and purchased the brand-new Asus PG32UQX as it seems a great option for my video editing (color accurate) and now hdr video editing... Oh yea, and I get to use it for gamming too.
Unfortunately my monitor arrived and had what appeared to be a patch of stuck pixels in the upper right hand corner of the screen. I would love to get some feedback regarding my experience with receiving a faulty monitor.
I purchased this monitor through Amazon and I reached out to them first who then connected me with Asus technical support. After I reset the monitor, tried a new cable, bla bla bla they told me to ship the monitor back to them. I ended up paying for the shipping container ($40) as they suggested I not use the original box as they "can't guarantee" that would be returned. They received it on August 15th and confirmed it would have to be fixed/replaced but that parts aren't available so I continue to wait.
This doesn't really make sense to me as usually when you receive a defective product, they take the defective one back and replace it with a new one. Am I out of touch with reality here? Now they want to repair it and send me back the repaired / refurbished item... My thoughts are if I wanted to save money and purchase a refurbished item, I would have done so but I paid for a new product. A $3200 new product.
I ended up writing the CEO's Office and received this response:
"Dear Eric Sorensen,
Thank you for your recent contact to our CEO's office!
Please allow me to apologize on behalf of ASUS for the issues you have experienced with your monitor and our services. My name is Dwayne and I am with the ASUS CEO office. I am following up with you regarding your recent complaint that was filed with our office.
I understand that you are disappointed with the fact that your device has not been considered for replacement since it arrived for service. We do apologize for the inconvenience this issue has caused you. Upon further review, I can see that your device is still within the turn a round time (7 - 10 business days) for repair since it was keyed in on July 15th. Our repair team has already ordered the part needed for service. If our repair team is unable to repair your device, a recertified refurbished replacement will be considered. Under the ASUS warranty policy, we do not provide brand new replacement units. The recertified unit comes direct from the manufacturing site and has not been used by any customers but may have new and/or remanufactured parts inside the unit; however we cannot classify it as a brand new unit since these are warranty units that are not intended for resale. This is also standard or common practice for most electronic devices when utilizing the manufacturer’s warranty."
Standard or Common Practice? Really?
Anyway, I'm just looking for some feedback from the community as it just seems wrong of them not to replace the unit with a new one, exactly what I paid for.
Thanks for your time and thoughts!
Eric
So I splurged and purchased the brand-new Asus PG32UQX as it seems a great option for my video editing (color accurate) and now hdr video editing... Oh yea, and I get to use it for gamming too.
Unfortunately my monitor arrived and had what appeared to be a patch of stuck pixels in the upper right hand corner of the screen. I would love to get some feedback regarding my experience with receiving a faulty monitor.
I purchased this monitor through Amazon and I reached out to them first who then connected me with Asus technical support. After I reset the monitor, tried a new cable, bla bla bla they told me to ship the monitor back to them. I ended up paying for the shipping container ($40) as they suggested I not use the original box as they "can't guarantee" that would be returned. They received it on August 15th and confirmed it would have to be fixed/replaced but that parts aren't available so I continue to wait.
This doesn't really make sense to me as usually when you receive a defective product, they take the defective one back and replace it with a new one. Am I out of touch with reality here? Now they want to repair it and send me back the repaired / refurbished item... My thoughts are if I wanted to save money and purchase a refurbished item, I would have done so but I paid for a new product. A $3200 new product.
I ended up writing the CEO's Office and received this response:
"Dear Eric Sorensen,
Thank you for your recent contact to our CEO's office!
Please allow me to apologize on behalf of ASUS for the issues you have experienced with your monitor and our services. My name is Dwayne and I am with the ASUS CEO office. I am following up with you regarding your recent complaint that was filed with our office.
I understand that you are disappointed with the fact that your device has not been considered for replacement since it arrived for service. We do apologize for the inconvenience this issue has caused you. Upon further review, I can see that your device is still within the turn a round time (7 - 10 business days) for repair since it was keyed in on July 15th. Our repair team has already ordered the part needed for service. If our repair team is unable to repair your device, a recertified refurbished replacement will be considered. Under the ASUS warranty policy, we do not provide brand new replacement units. The recertified unit comes direct from the manufacturing site and has not been used by any customers but may have new and/or remanufactured parts inside the unit; however we cannot classify it as a brand new unit since these are warranty units that are not intended for resale. This is also standard or common practice for most electronic devices when utilizing the manufacturer’s warranty."
Standard or Common Practice? Really?
Anyway, I'm just looking for some feedback from the community as it just seems wrong of them not to replace the unit with a new one, exactly what I paid for.
Thanks for your time and thoughts!
Eric