faulty monitor, can anyone help ?

grant79
grant79 Member Posts: 5 New User
in 2015 Archives

I bought my monitor 10 months ago but over the last few weeks its developed a fault and has been sent back to acer twice now and they have not repaired it correctly. There telling me now that theres nothing wrong with it so ive made 3 videos and posted on youtube. Would you please take a look and tell me if this is normal for a monitor. im having problems switching it on and ive tried different inputs as the videos show its very hit and miss. Any advice would be appreciated.

 

https://youtu.be/x2rtNu1bGMo   ......test 1 - only power connected (edited to remove my address)

https://youtu.be/LOXNvuryIAI    ...... test 2 - DVI input connected

https://youtu.be/VZ6PnE6l2-0    ...... test 3 - hdmi input test

 

Best Answer

  • grant79
    grant79 Member Posts: 5 New User
    Answer ✓

    Final update: after sending my monitor into the Acer repair center four times to repair the same fault, they've finally seen the light and replaced the monitor for a brand new one. If there's a word of advice I'd pass on to anyone else who repeatedly suffers with an Acer product, it would be to film the issue, put on youtube and send Acer a link to the video. Also its defiantly worth emailing the escalations team as they seem to have more power in resolving your issues. The initial front line staff however just give you the gineric copy and paste company speal whereas the escalations team seem more human and can actually resolve your ongoing issues (many thanks to AngryAsir for providing me with there email address) unfortunately I can't post the email address here as it will get removed.

     

                  Acer good points : the prompt free pick up and delivery service for items under warranty

     

                  Acer bad points : without doubt there repair center. Honestly, if I was as bad at my job as they are where I work, i'd get the sack within the first week.

Answers

  • -Justin
    -Justin Member Posts: 2,362 Skilled Specialist WiFi Icon

    grant79,

     

    When you press the power button it should power on, definitely not normal.

     

    Have you ever had the power adapter replaced for your monitor or is that the same one you have always had? My suggestion would be to start there and have a new one sent, if that fails let me know and I will see what I might be able to do from my end.

     

    Keep in mind I am in the US so my influence overseas is not that great, but I will send something asking for assistance if the charging adapter does not resolve the issue.

  • grant79
    grant79 Member Posts: 5 New User
    Hello Justin, I've just received my monitor back after a third attempt at repairing it and this time they replaced the "mainboard". Well guess what, it's still not working correctly and still has the same fault as in the previous videos.
    I've emailed customer support and asked for the monitor to be replaced with a new one, although if my previous experience is anything to go by I'm not holding out much hope. I've gone far too long now without the use of the monitor and I'm tired of constantly having to repackage it and send it off and then for it to come back unrepaired each time is demoralizing. I just don't know what else I can do and I feel totally let down by the poor support.
  • -Justin
    -Justin Member Posts: 2,362 Skilled Specialist WiFi Icon

    grant79,

     

    Sorry to hear it still is not working like you need it to. Smiley Frustrated

     

    Send me a private message with the results of your request, I will see if there is anything I can help out with on my end, hopefully you will receive good news.

  • AngryAsir
    AngryAsir Member Posts: 18 New User

    Hello grant79,

     

    I got the exact same issue with acer at the moment as we speak, with the same S277HK monitor there is 100% in my mind a fault with your monitor. As I believe that when your monitor goes into standby mode, it should stay in that phase.

     

    I am also sent my monitor back to acer who say there is no fault with the unit but there clearly is, I will also be doing a video test samples as you have done.

     

    I definately think we should get some ideas together and see what we can do, the issue is finding a working example of the monitor and filming that. Ill do my video testing and give you a shout

     

    regards

     

    Mr Angry

  • grant79
    grant79 Member Posts: 5 New User
    Update: customer support have asked for the monitor to be sent back for a forth!! time for repair. Are they having a laugh??. I'm so annoyed. Anyway I've posted another video on YouTube showing my wife trying the monitor out after it had already been repaired three times. Please excuse the mild swear word on the last second of the video (and try not to laugh)

    https://youtu.be/rWqox4Tjv6ww
  • AngryAsir
    AngryAsir Member Posts: 18 New User

    HI Grant79, 

     

    It sounds like a nightmare, I watched your recent video and I don't know what the hell The technicians have done to you monitor.

     

    If you not already done so I would advise that you contact  and explain to them the situation in detail including your 4 repair reports and how each case was solved, and that you are not at all happy, definately include videos has they support your claim.

     

    At this point I think you need to make a formal complaint 

     

    AngrySir

     

  • AngryAsir
    AngryAsir Member Posts: 18 New User

    This really goes out to any acer technicians who might have this monitor.

     

    1. If you have a working Acer S277HK LCD Monitor, can you confirm that the standby light is always on when in standby mode.

     

    2. Are you able to power the unit back on when its in standby mode.

     

     

    any assistance on these questions would be most helpful

     

    regards

     

    Mr Angry

  • AngryAsir
    AngryAsir Member Posts: 18 New User

    Hi All

     

    So I managed to upload my videos today to highlight the problems that I am having with my S277HK LCD Monitor.

     

    I purchased the monitor this year in August 2015 and have been using it on a daily basis until now. There seems to a serious fault with the power regulation of the monitor which causes it not to work correctly. I have already sent it to repair for which I have been told in writing that 'This is normal'.

     

    I have done some testing of my own for which test show conclusive that there is a problem.

    Feel free to click on the link below and tell me what you think.

     

    reggards AA.

     

    S277HK Monitor issues

     

  • grant79
    grant79 Member Posts: 5 New User
    Answer ✓

    Final update: after sending my monitor into the Acer repair center four times to repair the same fault, they've finally seen the light and replaced the monitor for a brand new one. If there's a word of advice I'd pass on to anyone else who repeatedly suffers with an Acer product, it would be to film the issue, put on youtube and send Acer a link to the video. Also its defiantly worth emailing the escalations team as they seem to have more power in resolving your issues. The initial front line staff however just give you the gineric copy and paste company speal whereas the escalations team seem more human and can actually resolve your ongoing issues (many thanks to AngryAsir for providing me with there email address) unfortunately I can't post the email address here as it will get removed.

     

                  Acer good points : the prompt free pick up and delivery service for items under warranty

     

                  Acer bad points : without doubt there repair center. Honestly, if I was as bad at my job as they are where I work, i'd get the sack within the first week.

  • AngryAsir
    AngryAsir Member Posts: 18 New User

    Thats really good news grant79, it always pay to be persistant. I would strongly advise you to film the monitor how it should be Working, just in case this fault ever pops up in the future, but I am happy justice has been served Smiley Wink

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