How good is BenQ RMA?

[Arachnotronic]

So, my BenQ BL3200PT died and I just submitted an RMA request.

Anybody here have any experience in dealing with BenQ's RMA process? If so, how was your experience?

Thanks.

 

[Burpo]

From the reviews at Newegg..
"After explaining what options the Newegg rep gave me to Robert at BenQ's support, and Texting him pictures and a video of the Monitor in action, Robert said,

" Yep, I have never seen that before, first time for everything, but here is what we will do for you. If you would of called sooner today we could of got a new one out to you today, and you would get it tomorrow. So I will email you a RMA form, fill it out and email it back to me. We will ship it tomorrow next day service from Cali, and you will receive it on Saturday. I will have a Fedex truck come by and pick up the defective one that you purchased from the Newegg, no shipping charge on either on your end."

Seems like good support. You should have no problem..

 

[Arachnotronic]

From the reviews at Newegg..
"After explaining what options the Newegg rep gave me to Robert at BenQ's support, and Texting him pictures and a video of the Monitor in action, Robert said,

" Yep, I have never seen that before, first time for everything, but here is what we will do for you. If you would of called sooner today we could of got a new one out to you today, and you would get it tomorrow. So I will email you a RMA form, fill it out and email it back to me. We will ship it tomorrow next day service from Cali, and you will receive it on Saturday. I will have a Fedex truck come by and pick up the defective one that you purchased from the Newegg, no shipping charge on either on your end."

Seems like good support. You should have no problem..

Awesome, thanks.

 

[lehtv]

Long story, get comfy.

I've dealt with BenQ RMA a couple of times here in Finland. First time they shipped me a brand new monitor before I even had to send back the old one, which was pretty nice. However, the new monitor was, surprisingly, defective in exactly the same way as my old monitor had been, and I tested various combinations of cables and GPU's to make sure it was indeed the monitor's fault. I was very surprised... As was BenQ when I told them the new monitor also needed be returned. They wanted to take a look at the old monitor first, to see for themselves what the issue was, so I kept the new one in its packaging while they investigated the old one.

Weeks went by... I heard nothing, then I semi-forgot about it. Another month later, I realized I still had the new monitor packed away, and emailed BenQ about the lack of communication on their part. I think they thought the new monitor was working fine, even though I had told them it was defective and even had sent a picture of the messed up screen. Regardless, they were quick to pick up the RMA case again and I sent the monitor back and got a replacement within a few days. This time though, the replacement was just a refurb, and the package looked like it had been used and reused a lot. I had packed my DVI cable into the box where I sent the defective monitor back, but since they didn't send the cable back to me along with the refurb, I had to specifically ask them to. On the plus side, FedEx delivered it the very next day.

Well, that's not all. There were a dozen horizontal lines running along the refurb's panel. They were one pixel thick, and the difference in contrast to properly working pixels was small enough that it took me a few days of use to even pay attention to them. But once I'd noticed them, it was impossible not to be distracted by them, and I requested, yet again, a new unit. A week ago, I sent back the refurb, and I haven't heard anything from them yet... Still waiting for a working unit after almost 3 months since opening the RMA.

TL;DR - Service is free and generally fast, but not the best quality. And don't count on receiving a unit that actually works as intended.

 

[Andy9999]

Well, here is my experience so far. Am in Spain, tried to call the RMA and support numbers and all we get is some voice recording talking in Portuguese. Calling BenQ Spain's main office number was the only way to get someone on the phone.

In our case it is a monitor, that has a defective DVI port. I would have expected an exchange because it is not even a year old, but no. Received an email last week from the company that should pick it up, telling us tomorrow (Thursday). Next Monday they picked it up. I am curious to see how long it will take them to fix this.

Dunno if I will consider BenQ again in the future. Could be the first and the last BenQ. But what can we still buy? Before I had everything Samsung over the past 15 years. Then they all died in reverse order, newest first (3 years old), next one 5 years old. The oldest one (15 years now) is still OK, but the screen resolution sucks of course

 

[Andy9999]

OK. Got my monitor back today and it works! Took them a week only to repair it. Am happy.

 

[thilanliyan]

Do you have the colour banding issues I've read about in other threads with you 3200?