Continuing problems with very little help

candytripn
candytripn Member Posts: 4 New User

I wasn't sure where to post this, so I guess here will work. I'm posting this out of sheer frustration, but I will keep it calm as possible.

 

I have an Acer 27" 3D monitor HN274H, which set me back $600 when I bought it, even with price matching, so I expected some quality. It was great at first.. but began to show problems during its warranty.

 

It started with th back lighting on the lower right side periodically flickering or going out. Soon after, the whole monitor would just shut off, with the only method of powering it back on was to unplug it from the power supply, and allow it to discharge completely. Warranty support said they'd cover it, and gave me shipping info... info. Not a label or shipping slip. I had to pay. This was the first sign of many to come. To give some comparision, I buy a lot of Cosair products, not only because they are quality, but their support is 2nd to none. My pc started showing issues, and when checking, the 12v pins on the psu were melting the wires at the board. After one email with some pics, Corsair sent me a shipping lable, and five days later, told me they were not only sending me a brand new power supply, but also a check for $250 to cover my mother board! Thats support!

 

So near the end of May, I get the email that my monitor has been repaired and on its way back. About 2 months or so later, same issue creeps up. Lower right side back lighting is out again. I power it on and off and it seems to go away for a bit, but then suddenly the monitor shuts off again. Here's were support really shows it's quality. The monitor is now a few days past warranty, but hey, repair comes with a 3 month coverage on its repair.. so I'm covered.. no problem, right? Whole bunch of nope right there. There's no actual way to reach warranty support without an snid for a product under original warranty. So I get transferred to 3rd party (read, outsourced cheaply to Inda). After a 20 minute conversation trying to explain to this person, who can barely understand what I'm saying, I finally get transferred to Level 2 support. This person cannot understand me at all. He simply asks all the same questions the previous rep did, and I sortta doubt he was Level 2 (as I've been on hold for level 2 for over an hour while typing this up) May I have your name, your snid, what seems to be the problem? Another 20 minutes later, and I'm told I'm out of warranty. He simply didn't understand that I was covered by repair warranty. So he transferrs me to his supervisor. "Thank you for calling Acer..." great.. transferred to the 866 number I started with.

 

Fastforward a few days, and I finally get someone that can both understand me and the situation. Finally they say, we're going to transfer you to warranty support, as you are still covered with your repair warranty. 5 minutes later I finally get someone in the US, and it takes me all of 5 more minutes to get him to cover a shipping label for me. I ask if there's any way to actually skip all that nonsense in India to get US support just incase, and he says no direct way, but if you explain you still have warranty, they can. Ok, whatever.. doesn't matter. They'll fix it this time. Right?

 

September rolls around, and I get the email "Repair Complete" (hah). Open her up and plug in, thinking.. I finally get to use my monitor. Nope, nope and some more nope. Not only is the back lighting still out on the lower right side, but now half the screen is flickering lines. Powering on and off helps, but then they come back.. all the time the lower right back lighting still isn't working. I go to call support, and the thing powers off yet again. Unplug, discharge, power on. Back lighting still out, but no flickering.. nope.. its back.. just on and off now. I go look at the slip, wondering what kind of repair they did and how they could've missed something so obvious and bam.

 

"Monitor powers on/off no problem. Monitor powers has a good, stable display. Monitor ran in excess of 26 hours with no issues, no shutdowns. Cold start and run monitor test from UFO.COM. Test standards set at: 64 pixels per frame, 60FPS 3840 pixels per sec. Monitor ren in excess of 15 hours with no issues, no shut downs."

 

Perfectly Fine

 

Yep, perfectly fine. Back to the amazing support offered by outsourcing to India! After going through 3 different agents in India, I finally get one that says she'll transfer me to warranty support. "I will contact the agent and explain the problem, I will place you on hold for about one minute"  (Dr. Evil voice: Riiiiiiiiigggghht)

 

After waiting on hold for over an hour and a half, I finally get someone in the US. I have to explain everything yet again, because the notes only mention a light issue (language barrier anyone?), and at the end, I'm told I'll get a shipping label.. finally. I ask if there's any way to send pictures or videos of the issue, just to make sure they know what to look for (as if you could miss the issue in the above pic if you bothered even looking at the screen) and was told no, but she would make sure it would go to VIP support, whatever that is.

 

Fed Ex picks up tomorrow, and I'm sure I'll hear back in two weeks. I can't help but wonder. Will it actually be fixed this time, or will it get sent back unfixed again. Will they simply say too bad, you're out of your repair warranty time? I really wish there was a way to simply get a person in the US in the first place, and skip all this terrible hassle. I guess we'll see.

Answers

  • Cory-Acer
    Cory-Acer Administrator Posts: 1,449 Community Administrator

    Hi candytripn,

     

    I apologize for the set of circumstances that have led you to this point. I get that any repair, especially going on third is frustrating. I'm going to do everything I can to get you some closure on this issue. I was able to find your case and I show that we're still waiting to receive it. Has it shipped? If so, could you send me a private message with a tracking number? I'll make sure this gets into our senior techs hands as soon as it arrives. I'm at the same facility that it's arriving at so I'll be able to speak directly with those technicians and even view the monitor before it ships out.

     

    I'll obviously make sure that the repair technician has access to this thread along with the picture you have here. If you have anything else you'd like to share, please do so and I'll get it to them.

     

    Cory

  • candytripn
    candytripn Member Posts: 4 New User

    Thanks for the reply.. I'm glad you guys are pretty quick in looking into these. I was trying not to sound too frustrated, so sorry if it came across that way.

     

    Honestly, the US Support for Acer was pretty on the ball (other than the problem cropping up again.. but those things happen), it was just getting to that point. I know mine is a bit special, being sent in near the end of warranty, then being covered by repair warranty, but wow.. it was very very difficult to get to someone who could actually help. The phone system doesn't (as far as I could tell) allow for any way of speaking with a person without an SNID from a product. Further, it doesn't recognize repair warranties at all. Which means every time I tried to call, it was off to 3rd party support. I know outsourcing is the big thing now, but wow. Speaking to support in India was.. <lots of bad words here> terrible. 

     

    Glad to know you're looking into this for me. To me, support is everything in a company. As I said in my post, Corsair took good care of me, and on my next upgrade, everything I could get was corsair.. new tower, ddr4, waterloop and ssd. I'm at the point where the only thing left to upgrade is my gpu and other two monitors. Knowing there's some good support behind em would mean definatly going for some new Acer 3D monitors Smiley Happy

  • Cory-Acer
    Cory-Acer Administrator Posts: 1,449 Community Administrator

    Great, I got your private message and I've got an email notification setup on your package so that when it arrives I'm notified. Once it's here, I'll take care of getting it to a tech and we'll work on follow ups at that point.

     

    Cory

  • Cory-Acer
    Cory-Acer Administrator Posts: 1,449 Community Administrator

    Just wanted to update that the monitor arrived this morning and it's currently being worked on by our technician. The issue was very easy to see and the tech is confident that he can get this corrected quickly. I'll keep an eye on it and provide an additional update soon.

     

    Thanks,
    Cory

  • candytripn
    candytripn Member Posts: 4 New User

    A little update for anyone following.

     

    So I just got a call from Acer, seems whatever issues my monitor were having are beyond repair (or cost vs replacement) and was offered... a replacement. Ok great.. refurbed model is fine with my.. mine wasn't exactly new itself. The only caveat, is they have no monitors that fit both 3D and 27" So I was asked which was more important. Both kinda are.. upgrading to a 29" monitor seems nice.. but I run 3x27" so that wouldn't work for surround gaming.. and looking at my shelf.. I've got quite a few bluerays I wouldn't be able to watch (not to mention having picked up all three Trine games specifically for 3D).

     

    The lady was pretty nice on the phone, and said she'd report back and check around to see what they have. Told me I should hear back maybe monday. On a side note.. this actually got me looking. Seems that monitor is kinda rare now, so I'm not sure what to expect. Seems I can't even find a 27" 3D by Acer for sale >_<

     

    I use 3D more than Surround, so hopefully they can find one close.. I'm not sure if the 29" she mentioned was 3D or if it were only the 24", but 24 is kinda a bit small to watching movies on with others. Guess I'll wait for monday.

  • candytripn
    candytripn Member Posts: 4 New User

    Well.. Monday's here, and true to word, got a call at about 8:30 this morning. A lady by the name of Dottie let me know she was taking over my case. They were'nt able to find a replacement for my monitor, and so offered me something else... something better even.

     

    A 27" 144hz 1ms G-Sync monitor (which is actually 3D ready, I just need to buy a kit now as there's no built in IR emitter)

     

    Gotta say... after checking out that monitor, I'm quite pleased. Granted, I have to spend $100+ for a 3D vision kit to get 3d going, but the trade off is 1ms vs 5ms, 144hz vs 120hz, Light Boost and G-Sync, plus the addition of usb 3.0! To ensure I get running as fast as possible, they pushed the delivery to 2 day ground, and to make sure everything is good, added a 90 day warranty to this one as well. Gotta say, I'm very pleased now. I just wish this kind of service was what you saw through out the whole specrtum; unlike the terrible outsourced India support (granted, my situation was a bit fringe) the US support was quick and helpful... once I finally got to them.