LCD S240HLBID Monitor Power failing

marmitegeek

I should mention that almost all correspondence between me and Acer had a 24 hour (ish) gap between each message due to my working times being the same as their office times

 

 

 

I brought my monitor in February 2015.

Around the end of August 2015 I found my monitor was becoming almost unusable.

 

The monitor would power off somewhere between 'me turning it on' and 'displaying the image from my computer'.

To start with I found that unplugging the monitor and plugging it back in sorted this.

Once the monitor was on it would work fine. It was only if it was off or on standby that this issue occurred.

 

It got to the point where I would be unplugging/plugging in the monitor 20+ times before it would work properly, 

so I contacted Acer support.

 

My first experience with them was pretty standard and they asked me to book my unit for repair.

This is where my first issue is. Acer use UPS to collect your unit and then send it back to you.

I sent my monitor off around mid November with UPS and that's the last I heard about it.

I had no confirmation of it's arrival or it's repair status or when I could expect it back.

 

Unfortunately, I had a pretty busy week during that time so didn't get round to thinking about it till about 8 or 9 days later. I was just thinking about emailing someone when I got in from work to find that it had been delivered earlier that day so decided to drop it.

Reading the repair report informed me that I'd had a faulty main board and it had been replaced and tested.

 

One week later and my monitor isn't working properly again.

Exact same issue.

So I contact acer again around early/mid January to sort it out.

They ask me to send it for repair again but also ask me to confirm by address.

This where I have my second issue.

[edited to comply with guidelines]

 

So I decided to give them my address their and they took it so whatever.

 

It took me a while to acquire the packaging this time so I didn't actually send off my monitor until about mid/late Feb.

This time I left it a few days and then emailed when I hadn't received confirmation of any kind.

I was asked to give my Case ID and other info which is fair enough. If I'd thought about it I should have given that straight away.

I replied with that info during my lunch break at work. I then came home that day to find my monitor had been returned.

 

Pleasantly surprised, and also wondering if my small complaint about no confirmation had anything to do with it, I opened the box to check it was working.

Needless to say it my monitor had been left in something called "Burn In mode" (or something like that).

I immediately emailed again and explained my problem to them...

 

 

 

I don't know if you've ever tried to take a picture of a monitor but it's not easy.

Taking a picture of something that emits light and trying to see detail of the light source doesn't really work with your average everyday camera.

 

This was the day after I had received my monitor and I really wanted to use it so I decided to google my issue instead.

After about 5 minutes I had my monitor back to normal (almost - my power light stays on orange - standby - no matter what I do unless I turn the monitor off)

 

I'm waiting to see if the monitor can last longer than a week this time. I forgot to mention that the 2nd Repair report basically says the same thing as the 1st but in different words.

"Faulty main board. Was replaced and tested"

 

In conclusion, I feel that acer support isn't very good at dealing with any long term issue.

You could do with actually reading what your users write in their questions and answering them rather than just repeating yourself.

You SHOULD be confirming that you have received my product so that I know it reached your repair centre safely.

You SHOULD also be letting me know when I can be expected to receive my product so that I'm in the house when the UPS guy comes to deliver it. The poor guy came to my house 3 times during the day before someone was actually in to take it. It's not fair on him or me.

 

I could also sit here and criticise your support website a little but that's for an other time I think.

I hope someone reads this and sorts it out.

I am seriously considering NOT buying an Acer product again because of this experience.

I feel like I've been messed about as a customer.