Concerns about a XB271HU repair.

Kurtles

I recently sent in my acer predator XB271HU for repairs. It had developed at dark streak down the side.

Today I called up the Acer service team to see how it was progressing as I had not heard back from them after they received it. The rep on the phone said two things that concerned me.

1. That there was physical damage to the LCD screen. It’s always been set up on my desk from day one, and this fault only developed recently.

2. That my monitor was out of warranty and they’d send me a quote. No, it’s 1 year into a 3 year warranty. He said he’d forward this information to the service team.

I requested that the tech team send me photos of this “physical damage” because I’ve caused nothing of the sort. I took photos from all angles prior to shipping, it’s possible that it maybe got damaged in transit? Then again I sent images of the fault prior to shipping it in so they should know if it’s a different set of damage.

Surely this would not be my fault would it? It’s an expensive monitor and this interaction has me very concerned.

Has anyone else experienced anything like this? if so how did you deal with it?

aphanic

I never experienced anything like it, but I would have done the same as you, take pictures prior to sending the monitor for servicing and even record a video of me boxing it up as protected as possible. Even send it in its official packaging, to mitigate any possible "we received it damaged".

The thing is that we're responsible for the way in which we send it, if it breaks during transport it is not their fault, we're the ones to blame. Depending on the transport method, if it's insured or not, we could call the company and make inquiries on how it was handled, because if mistreated it'd be their fault.

Same with the servicing team, if I were to service something and I see it arrived in a banged up box I'd take pictures of the box and its unboxing, if whatever was inside was sent without proper protection like bubble wrap or anything like that I would notify the customer that I can fix the product, but I'm afraid I'm not liable for the damages as it arrived that way.

Transparency, in my personal opinion, is the way to go. Buuuuuut we live in a greedy society and any precaution we take isn't going to be enough I'm afraid.

If I were you, I'd wait for the pictures, and send them mine for sure, just so they know how it was before it was sent; escalating the case to another department if need be (calmly, remember that people on the other end of the phone are doing their jobs too, but assertive). And since the monitor is still under warranty, unless they could unequivocally prove that the damage was caused by the user, they have to repair free of charge (in my jurisdiction, lawfully speaking as a country member of the EU).

billsey

Yeah, if there is physical damage documented at Acer's end then you come back on the shipper. Their warranty should cover it.

Manny-Acer_Retired

Kurtles said:

I recently sent in my acer predator XB271HU for repairs. It had developed at dark streak down the side.

Today I called up the Acer service team to see how it was progressing as I had not heard back from them after they received it. The rep on the phone said two things that concerned me.

1. That there was physical damage to the LCD screen. It’s always been set up on my desk from day one, and this fault only developed recently.

2. That my monitor was out of warranty and they’d send me a quote. No, it’s 1 year into a 3 year warranty. He said he’d forward this information to the service team.

I requested that the tech team send me photos of this “physical damage” because I’ve caused nothing of the sort. I took photos from all angles prior to shipping, it’s possible that it maybe got damaged in transit? Then again I sent images of the fault prior to shipping it in so they should know if it’s a different set of damage.

Surely this would not be my fault would it? It’s an expensive monitor and this interaction has me very concerned.

Has anyone else experienced anything like this? if so how did you deal with it?

I am very sorry to hear this, i recommend you contacting support asap and sending the pictures for review, also open a claim with the mailing company you chose. I hope everything gets resolved soon.

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Thanks,
Acer-Manny