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spikegifted - Random thoughts

 

Problem with ViewSonic

January 20, 2007

The following is a chain of e-mails between ViewSonic Europe Support team and I about a pair of failed LCDs...

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Customer Complaint From ViewSonic Website
Customer Type: EndUser
Date: January 10, 2007
Nature of Complaint: Poor Customer Support & Products

Comments: In the past, I was a happy user of ViewSonic’s CRT monitors. In May 2005, I acquired a pair of VP201s to replace my old CRTs. In September 2006, one of the VP201s developed a problem and was replaced (RMA #0090). The replacement was a VP2030b.

The replacement VP2030b (which itself was a refurbished unit) developed a heat problem and a new RMA has been requested (RMA #0105). At the same time the second VP201s also developed a problem (with blues and greens appears ‘to have run’ when the monitor is first switched on; not EMI related) and an RMA was raised on the same day (RMA #0115).

On Friday, January 5, 2007, I explained to your customer service person that owing to the bulk of the monitor, it will not possible for me to commute with both monitors to my workplace to wait for their replacements, hence I would like to have the replacements sent to my home address. As I shall be taking time off work, I would prefer for both units to be delivered at the same time or just the same day. She confirmed that they will both be delivered within, which will lead to Tuesday, January 9, 2007. She also suggested I call on Monday, January 8, to obtain the consignment number of the packages.

On Monday, January 8, 2007, I called your customer service number and was informed that consignment numbers are not given by the customer service team and I’d have to call the courier direct. Upon contacting the courier, I was told that RMA #0105 was due to be delivered on the same day – one day ahead of time – while I’m at work. More alarmingly, I was informed that only one unit was due for delivery and I had to call your customer services number again to find out what has happened to RMA #0115.

When calling about the second RMA unit, I was told that it has not been shipped as there is no replacement unit available yet. This was contrary to what I was told back on Friday, January 5.

So, I shall be talking a day off work to wait for one replacement unit (RMA #0105) and will be taking a further day off work to wait the second unit (RMA #0115). While I value your replacement policy, I hope you recognize that your team is wasting a very rare commodity – paid time off work. Shall I send your company a bill for lost holiday rights?

Right now, I am wondering if my English is so poor that I can’t understand simple explanation about the second replacement unit not having been found. Or was it because of my poor hearing? The above are the only two reasons why I could have misunderstood the replacement monitors were to be delivered on the same day/time.

Finally, your company quotes that your LCDs have typical operating life of upwards of 30,000 hours. That is nearly three and half years of continuous use. Yet I am awaiting for replacement(s), less than two years after the units were originally acquired.

I love your products when they are working, but I am struggling with your customer support and your product failures. I look forward to hearing from you.

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Date: January 18, 2007

I apologise for the problems you have had with the ViewSonic service.

I have looked into the outstanding RMA #01115 and the unit is being shipped today. I apologise for the time you have had to take off work, we do ask the call centre to arrange for a different delivery address if it is not convient to take time off work. If you are not at the property at the time of delivery the courier should leave you a card to arrange for a date and time that will suit you.

I apologise for not replacing both units at the same time but this will depend on what units we have at the repair centre at the time of the call.

If you have any further queries please do not hesitate to contact me or my colleague Miss Lucy.

Thank you kindly

Technical Assistant ViewSonic Europe Limited.

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Date: January 18, 2007

Hi,

Thank you for your reply.

If I remember correctly, I’ve requested one of your colleagues to arrange for a Saturday delivery. When I called back your call center on Tuesday, I was informed this was arranged. However, when I got home this evening, I got a surprise in the form of a “Sorry we missed you” card from Parceline. So I guess I just have to bare the extra cost of having to arrange for a Premium Delivery on a monitor that is less than 2 years old.

My original complaint was that it is extreme inconvenient for me to commute on public transport with my monitor to work in the morning rush hour and then to return home in the evening with the replacement. I do have the leisure of using my personal transport to commute. That was the reason why I chose to take a day off work to wait for the monitor(s).

I guess there isn’t much more you can do and I’m disappointed in both the durability of the monitors (and the replacement) and your response

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Date: January 20, 2007

Hi,

It is Saturday morning and I’ve just received the replacement monitor the defective VP201s (RMA #01115). My disappointment with ViewSonic has continued.

1) To my surprise (again), the replacement unit is another VP201s. Ordinarily, this should actually be a good solution. However, given that you’ve sent me a 21” unit (RMA #0105; VP2130b) to replace a defective replacement unit, I now have a 21” and a 20” monitor side by side running the same resolution. This is not a satisfactory computing experience – my eyes are constantly adjusting when I move from one monitor to the other.

2) The replacement unit that you sent was put back together in the most unsatisfactory manner. The lower part of the bezel is not fitted flush and I have difficulties access the control buttons.

3) When I took out the unit from the foam packing and plastic bag, various bits of plastic were falling off the unit. Additionally, there is a crack on the lower right hand corner of the face bezel. Your technicians were forcing the unit back together and had caused damage to the unit. What happens when I have to return this unit in the future? Will this damage be counted against me?

May be I’m naïve, but when the replacement VP2030b was replaced by the VP2130b, I thought I was going to receive a second VP2130b for the VP201s. While having a 21” and 20” unit sitting next to each other was acceptable for a brief period of time, it is, as I said, not a satisfactory computing experience. I do not intend to accept this situation for an extended period of time. The workmanship of your technicians is rather alarming and I sincerely hope that this will not cause any difficulties on an ongoing basis, should there is a need to return the unit.

I have attached a number of scaled down digital photos for your reference and I look forward to hearing from you.




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January 20, 2007

quote:
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point them to this thread and tell them an entire high-end computing community is awaiting their response.
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That's a very good point. Thanks dude!

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January 21, 2007

quote:
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quality control? - view sonic is a low cost provider. not a best quality provider. - Some of that damage could have been due to shipping.

spikegifted, I am sorry your getting the shaft by them. hope it all works out in the end and in a timely fashion. (but don't hold your breath)... and I guess next time you will getting products from someone else?
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Thanks, dude!

Until the past couple of weeks, my impression of ViewSonic has been quite good. When the first VP201s died, it was replace within 72 hours with the VP2030b. I recognize that they're restricted by what have in terms of refurbished units. The problems I have are as follow:

- Owing to poor communication, I got the impression that I was going to get replacements for both monitors on the same day. That was the reason why I took a day off work.

- Again, I was given the impression that both replacements will be VP2130b, so that at least the units match each other.

- I was, yet again, given the impression that a Saturday delivery was arranged because they screwed up the first delivery.

- The condition of the replacement VP201s is just not acceptable.

I just wanted to vent my anger of being mistreated by VS. I post my problem here (and only here) is because we're a forum of people who care about the products we buy. Whether they get to know about this thread or not is really not that important at the end of the day. I don't intend to use it as a threat to them.

Tomorrow, I'll get in contact with the again to find out how they would resolve the problem. I'll keep you guys in the loop in terms of developments. Let's hope VS will not cause any further problems.

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January 27, 2007

quote:
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spikegifted
The posting of your ongoing difficulties with VS has been very valuable. I value good customer service extremely highly, and postings such as yours can be invaluable when it comes to making our retail choices. Bravo to you, and please continue to ask for what is rightfully yours.
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Thanks for the support. You and I are both in the UK and, sadly, we frequently have been forced to accept second- and third-rated services by our service providers.

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January 27, 2007

It has been a busy week and I haven't the opportunity to update the thread regarding the defective monitor and ViewSonic's response to my complaint.

To cut a long story short: ViewSonic has come good with their promises: - they have provided a brand new VP2130b to match the other refurbished unit; - they arranged for delivery as soon as they could physically locate and transfer it; and - they picked up all the delivery charge and even the additional charge for a weekend delivery.

Below, I have cut and pasted a series of e-mails following my initial e-mail response to complain about the defective replacement:

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Date: January 22, 2007

Hello [spikegifted]

I apologise for the further problems you have now incurred with the second monitor. I have now ordered you a brand new VP2130B which should arrive to you on Wednesday at the latest, I am just checking with the courier to see if they can deliver tomorrow.

I have also arranged for the repair centre to pick up the defective unit, I will advise you when I have a confirmed date.

I hope you will be happy with the new unit and that you do not incur any further problems.

If you have any further queries please do not hesitate to contact me.

Thank you

[ViewSonic Europe]

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Date: January 22, 2007 [I did not get the above e-mail until evening. This response we sent after viewing the above.]

Hi,

Thank you for your reply.

This morning (Monday, January 22), I spoke with one of your colleagues in the Customer Support line, hoping to speak with either yourself or your colleague. Unfortunately, I was informed that you and Lucy are located in a different office to the Customer Support call center, he was not able to confer with you.

After explaining my problem to him, he has now raised a new RMA (VSC070122-0134) for a VP2130b to replace the replacement VP201s. He also explained that owing to the time-lag in sourcing a spare VP2130b from another location, it may take up to 5 working days to have unit available for delivery. Additionally, I have asked for the new replacement to be delivered on a Saturday as I am not prepare to waste additional time off work to wait for the unit.

As such, can you kindly coordinate with your colleagues in the Customer Support area for the delivery of the replacement VP2130b. Also, as this is my personal e-mail which I don't have access to during the day, should you have any need to contact me please call my cell phone.

Many thanks in advance.

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Date: January 23, 2007

Hello [spikegifted],

The e-mail I sent to you was after you spoke to the call centre, I have already arranged delivery of a VP2130B to be sent to you. The unit has already left the warehouse and should be delivered today or tomorrow at the latest. I am afraid as the unit has now already left the warehouse I am unable to arrange a Saturday delivery. The courier should leave a card for you to arrange a new appointment if you are not available.

If you have any further queries please do not hesitate to contact me.

Thank you.

[ViewSonic Europe]

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Date: January 23, 2007

Hi,

Thank you for your reply. Does this mean that I shall have to pay for the additional charge for a Saturday delivery, again?

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Date: January 23, 2007

Hello [spikegifted],

They should not charge you for the additional delivery.

Thank you.

[ViewSonic Europe]

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Date: January 27, 2007

Hi,

This morning, I have taken delivery of the new VP2130b. Thank you very much for arranging the quick response. The monitor, as promised, is brand new. I have been informed that the charge for the Saturday premium rate delivery service has been charged to ViewSonic. Thank you picking up the cost. The prompt action by you and your company has, to a large extent, restored my confidence in your products and services. Thank you.

As per previous practice, I have packed up the defective VP201s (please refer to RMA 0115). However, the courier did not pick up the unit as he has not been provided instructions to do so. Please advice what you would like me to do?

Many thanks and I look forward to hearing from you.

Regards,

[spikegifted].

 


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