Acer Warranty - CB280HK.

haroldemc

I bought this monitor late last year, it worked fine on my original graphics card (HD5770) but because the card doesn't support 4K it was only used at 1080p (to maintain some sort of pixel scaling). However, upon upgrade to a GTX900 series card the monitor would not maintain 4K@60Hz (flickered erratically), the highest refresh rate it would work at was 40Hz (custom resolution).

I had tried several cards, drivers and cables and had narrowed the fault down to the monitor itself, so I decided to open a warranty request.

 

Video of fault: https://youtu.be/UoqsLBL_-LM

 

Monitor: CB280HK ($649 on the website, TN, 4K, 28")
Connection: Display Port 1.2
GPU: Asus Geforce GTX950, GTX970, GTX980Ti
Drivers: Nvidia 361.91 (Have tried other versions)
Cable: Cabac 1m Display Port Vesa Certified (Have tried others)

 

-Called Acer 1705 19/02/2016
-Forced me to wait on hold while reading about g-sync on a monitor that doesn't support it.
-Kindly organised to have the monitor picked up from my office, between 1200 and 1700 23/02/2016
-Repair case 603899Z
-Monitor was picked up at promised time
-Monitor was deemed irreparable and Acer notified me of an approx 8 week lead time for a replacement and promised to offer a readily available model.
-First model offered was a KA270H, I refused the offer ($349 on the website, VA, 1080p, 27")
-Second model offered was a G276HL, I refused the offer ($329 on the website, TN, 1080p, 27")
-Waiting to hear back regarding anything further that can be done.

 

Is this standard practice? It's been several weeks and I would have thought that the replacement monitor that they were to offer would have been at least an equivalent of the one under warranty?

 

All Acer staff have been well spoken and very polite, any inferred bad feelings I hold towards them don't exist :-). But I do need this monitor ASAP, 1080p is getting the point of being useless for CAD and programming and I only have space for one monitor on this system.

haroldemc

Just got off the phone with Acer.

 

AFTER organising warranty repairs, collecting the monitor and deeming it irreparable (likely now having it lost among spare parts) and then offering me two monitors several tiers below what I purchased, they have now had the audacity to ask me for proof of purchase. The monitor is literally in their system as awaiting spare parts (The person I just spoke to told me), i.e. Accepted to be under warranty and accepted as assessed.
After moving house twice since having the monitor, I do not have proof of purchase.
I can see the outcome of this as me having spent money on a monitor, it not working as advertised and Acer just taking it back, keeping my money and saying too bad.

Acer, just send me an equivalent monitor? Two options come ot mind, the UM.HG0AA.001 (XG270HU, cheaper anyway - so you win here) or UM.PB0AA.001 (XB280HK, more expensive but the only ACTUAL equivalent - what I see as the CORRECT choice, but I need SOMETHING and am running out of patience).

haroldemc

Resolved: Bought a Samsung 4K monitor. Just going to wait the 8 or so weeks for them to replace the CB280HK.