Acer engineers replaced my monitor

constructor
constructor Member Posts: 6 New User

UPDATE 28th March 2013

After sending my monitor back to Acer by UPS. It took 30 hours from leaving my door to getting this issue resolved. This I found astounding.

In short, I have accepted the proposed solution and I am getting another Acer 3D monitor. Quite how a monitor left the workshop like that I do not know. What I can say is that after a month of frustration, this issue has been resolved to my satisfaction. Acer also resolved this issue quickly, very quickly.

I was extremely dissapointed and frustrated when I received my monitor back. Now at least I know a replacement is on it's way.

I think it is important to say when things get handled well, and in the end this has been. So hats off to Andy and the rest of you.

 

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NOTE: The matter below has been resolved satisfactorily.

 

 

Firstly, yes I am a bit angry about this.

I have had my (HN274H LED Full HD 27" 3D) monitor over a year and I love (or loved it). It was an excellent performing monitor.

The on/off switch failed. I continued to use it by powering off my the plug for a week or 2. I decided that this needed fixing properly and contacted Acer. It should be simple I thought, only an on/off switch.

Today I received my monitor back from repair:

On opening the package I was very concerned with the state of the display. It was scratched and smeared. I take great care of my Acer monitor. It was not an inexpensive purchase for me and I take pride in looking after it. I have cleaned the display and most of the marks are gone. I was still not happy about this.

On setting up the monitor I now find that the engineers have replaced the housing of the monitor completely. I am not unhappy about this (although the new housing is very cheap looking compared to the original).  I am VERY unhappy about the fact that now none of the controls for the monitor work. I have no way of controlling the monitor at all. Along the control panel bottom left there is a at least a 5mm gap that surrounds the control panel which no longer functions. When you look down into the gap you can clearly see the electronics. There is massive light bleed and no functionality at all.

This is not all. I have tried to play the monitor in 3D. Previously the screen was excellent. Now the image is all red, the whites are pink-yellow depending on where you look on the screen and the 3D does not work at all. The "engineers" have taken my monitor and completely destroyed it. Thank you.

In short:

1) The monitor only had a faulty on/off switch.
2) Now it has a broken screen (see images below).
3) It also now has a broken control panel that no longer functions (see images below).

4) The 3D does not work at all. Maybe this is because there is no IR unit any more? Look at the photo below showing the cable sticking out the back of the monitor.

As you can imagine I am a little angry. I have informed support. I do not wish to have this monitor "fixed". I have seen what these "engineers" can do to a great monitor when they only need to simply replace an on/off switch. They have returned my monitor with every possible major function no longer working. I have also been without use of my pc for some time while they "fixed" this.


I want a replacement, and these "engineers" can pay for any costs.

As you can imagine, I am taking advice on this matter.

 

Answers

  • constructor
    constructor Member Posts: 6 New User

    Is the 3D emitter not working because of this perhaps?
    Broken 3D Emitter due to this perhaps?

  • constructor
    constructor Member Posts: 6 New User

    The front control panel does not respond to touch controls any more. Previously this was perfect. This image shows how the panel has come away from the screen itself. I can place the top of my finger in the gap easily.

    Broken front control panel.

  • constructor
    constructor Member Posts: 6 New User

    Broken panel now shows crazy colours and flashing and distortion. I was perfectly happy with the panel before the engineers "fixed" this.Broken 3D panel.

  • constructor
    constructor Member Posts: 6 New User

    I have just received a response from Acer support:

    "Regarding your query, we regret the inconvenience experienced. From your description of this fault your machine may need to be brought into our repair centre for further evaluation and possible re-repair."

     

    They wish me to send my monitor for 'repair' again! 

    1) So, I send a monitor that had one small fault (on/off switch).
    2) They sent it back to me with all major functionality broken.

    3) I explain the situation and I get a canned email response.

    Unacceptable.

     

    How about I purchase a new monitor and send Acer's engineers the invoice?

  • constructor
    constructor Member Posts: 6 New User

    This matter has been resolved satisfactorily.

This discussion has been closed.