Viewsonic RMA Service Bad? RMA Status Link

[mindless1]

Bought Viewsonic VA2226W LCD Monitor, had it for almost 4 months when it failed to a solid white screen. RMA'd it, now waiting on return.


What are your Viewsonic RMA experiences like, and did anyone else have this particular model fail?

Googling for Viewsonic RMA brought me to the following page (which was not linked from Viewsonic's main website?!) where you can enter their RMA # and see status. My status shows as " In Repair". I find it disturbing that Viewsonic's site doesn't link this, that the CSR I spoke with at Viewsonic didn't mention it, that even using the url /vsapps.viewsonic.com/ won't get you jack unless you have this specific full URL to use to get there. Without google I'd have never found it.

http://vsapps.viewsonic.com:7777/RMAStatus/

Googling also brought up pages like the following which caused some concern, as well as some Newegg reviews on various Viewsonic LCD where others also had lengthly RMA waiting.

http://www.complaints.com/2007...RMA_Process_156892.htm
http://www.ripoffreport.com/re.../302/RipOff0302014.htm

A few fellow AT'er in the following thread also had bad experiences with Viewsonic RMA,
http://forums.anandtech.com/me...id=31&threadid=2136510

Just wondering if Viewsonic RMA process is typically this bad, how much longer a wait I can expect, and if this model is trouble-prone. Below is a timeline.

26-Mar-2008 Called Viewsonic, issued RMA #. Told turnaround time was 10-14 days, would be emailed when they return ship it.
28-Mar-2008 Monitor Shipped to them via FedEx
04-Apr-2008 Monitor Delivered to Viewsonic, signed for
21-Apr-2008 Today, still waiting with no word from Viewsonic.

Maybe I'm just getting anxious but hope for feedback from fellow AT'ers whether I have a long enough wait ahead of me that I should buy another monitor as I'm currently using a small laptop screen, making eyeballs bug out 8-(

 

[Puffnstuff]

Well I hope you logged your sn before you shipped the unit back to them just in case they loose your monitor. We had that problem when we rma'd our vx922 several months ago for repairs. They ended up finding it, fixing it and returning it to us. They never told me they were shipping it back to me. The ups man showed up one afternoon while I was working outside.

You need to physically call viewsonic about your rma. If they lost it they'll ship you another unit.

 

[mindless1]

Originally posted by: Puffnstuff
Well I hope you logged your sn before you shipped the unit back to them just in case they loose your monitor. We had that problem when we rma'd our vx922 several months ago for repairs. They ended up finding it, fixing it and returning it to us. They never told me they were shipping it back to me. The ups man showed up one afternoon while I was working outside.

You need to physically call viewsonic about your rma. If they lost it they'll ship you another unit.

Yes I recorded serial #, though when I enter the RMA # in link above, it does return the correct serial #.

I'm not assuming they lost mine yet, but it has been longer than they claimed it would take w/o hearing from them. If it just showed up, ok, but when they tell you they'll email shipment info, you expect it.

Hanging out at home every day just in case a monitor arrives is fine if you can but not reasonable to me, and it is the rainy spring season now, potentially incompatible with $200+ electronics in only one outer cardboard box.

How long did it take them to get it back to you after they'd received it, and if it took a long time did they claim they didn't have stock, couldn't repair or some other reason for the delay?

I dread having to wait on the phone for hours as some have done, thought buying Viewsonic meant I'd get better service but if it doesn't come soon I may buy Samsung next. Last time I had a Samsung (printer) fail they sent me a replacement first, along with a prepaid return shipping label, the replacement arriving about a week after first contact. Viewsonic has a program where you can pay more to get better service, now I wonder if they deliberately sit on RMAs to make it seem like that for-profit program is of greater value.

Essentially I feel this thread isn't just about my monitor but accumulation of information about what others might expect if they buy this popular brand. If that accumulation of info suggests I'd better buy another monitor while I'm waiting, that'd be good to know too.

 

[Puffnstuff]

I had to physically call them to get the real status of my rma. Call them everyday until they resolve the problem. If it's been longer than they told you it would be then you should speak to a supervisor/manager so they can resolve the problem satisfactorily for you on the spot.

It took them around 1 month to get my repaired monitor back to me. I was really irked that they never let me know they'd shipped it. This is another reason why you need to call them on the phone and speak to a live person.

 

[mindless1]

Update! Viewsonic did not email me but upon checking back at that RMA status link,

http://vsapps.viewsonic.com:7777/RMAStatus/


it appears they shipped the monitor yesterday. Interestingly, when it shipped to them it weighed 12.6 lbs (monitor alone, I was instructed they did not need the stand, cables, etc) but the package they're sending is listed as 14.8 lbs.

 

[mindless1]

Monitor arrived, I hooked it up to find they only half fixed the problem. Formerly nothing but white displayed onscreen but now the DVI input doesn't work (though analog does).

Tried it on a couple different systems known to have working DVI, it just pops up the "no signal" notification on screen when turned on. There's also a DVI/Analog setting in the onscreen menu but that doesn't make a difference.

I can't believe Viewsonic's repair center didn't check whether DVI input was working. Ugggh, now I have to send it back again.