Faulty Acer monitor/TV... Had enough!!

[PowerPie5000]

Ok i posted a thread on here over a month ago regarding a faulty Acer monitor/TV (LN34814)... I've just received it back from Acer today as it was meant to be repaired but it's still faulty! We've had this screen for about 3 months now and have had enough! It's been faulty ever since we received it from Scan but didn't know about the faults until later as i only ever used it with our PC using a HDMI port.

The faults are:

*Non functioning scart socket (displayed a green screen but now displays a pink screen after being repaired).

*Non functioning VGA port (also displayed a green screen and now displays a pink screen with part of the picture chopped off)

*TV tuner for freeview channels didn't work and still doesn't work.

The digital ports (HDMI and Component) work perfectly but thats as good as it gets! Is there any chance i can drop this off at the store and just exchange it for another of the same model (LN34814)... ? I have the receipt and all the original packaging, accessories etc... I just don't want to have to wait ages again for Acer to return it with different faults.

[PowerPie5000]

Ok i've booked the screen in for repair again with Acer... I hope they give back my original stand as the one i received was covered in marks and scratches!

[razer121]

Ever heard of the SOGA?

[PowerPie5000]

Ever heard of the SOGA?

Yep... If the screen comes back faulty again then i'll talk to trading standards and find out if it's the manufacturer or the sellers (Scan) responsibility to get it replaced as there's no way i'm sending it off a third time to get 'repaired' if it comes back faulty again. To be honest i think it was faulty the first day i bought it, but i never knew as i only used the HDMI ports.

Scan only give a 5 day DOA warranty on this screen... After that they say it can't be refunded or even replaced but will instead need to be repaired!! why should a screen that is only 5 days old need to be sent off and repaired? It should get replaced with no questions asked if it has a fault within that short amount of time. I've had mine for only 3 months now.

[razer121]

im pretty sure your covered under the SOGA mate

[PowerPie5000]

im pretty sure your covered under the SOGA mate

I'm definitely covered by the SOGA as this is a faulty TV that is less than 12 months old. I'm giving Acer one last chance to get the problem sorted otherwise i'm taking this matter further. I hope they give back my original TV base/stand (the one they gave me was scratched up, maybe they're a bit heavy handed?).

If it comes back to me faulty once more then i absolutely refuse to send it off for repair again! I will demand a new screen (can be the same model) from either Acer or Scan and i will book an appointment to see someone about this matter at my local trading standards office if anyone makes this difficult. The screen was actually purchased by my partner using her Scan account but the warranty repair has been registered in my name, but that shouldn't make a difference.

[razer121]

Correct you are! however SOGA sates it is down to the retailer for the first 6 months, then it is down to you after this...from memory do check that one! either way that does take the mick, take pictures, videos and document everything, even when you just send an email or call, trust me i've been here before.

[walibe]

With it going wrong that soon your first port of call should of been Scan. Even if you decided to have Acer repair it they would then be aware of it. Scan can be pretty good when sorting these sorts of things out, theres not much need to get Trading Standards involved when you havn't spoken to the supplying retailer.

[PowerPie5000]

With it going wrong that soon your first port of call should of been Scan. Even if you decided to have Acer repair it they would then be aware of it. Scan can be pretty good when sorting these sorts of things out, theres not much need to get Trading Standards involved when you havn't spoken to the supplying retailer.

I did speak to scan after i discovered the faults (this was just over a month after purchasing it) and they said i couldn't exchange it or get a refund, all they could do is send it off for repair. I basically went straight to Acer myself and booked in the repair as it would take even longer if i went through Scan to do this.

I was told by Scan that i could only get a replacement or refund during their 5 day DOA warranty period... any faults found after the first 5 days of purchase means it can only be repaired and not replaced (which i personally think is disgraceful!) . It comes with a 12 month 'direct' warranty... Not sure what Scan mean by it being direct?

[walibe]

replacement or refund during their 5 day DOA warranty period

Yes I agree but under law they can repair or replace. This can mean you having a refurbished unit, days after buying a new one! If after a number of repairs the fault is still not corrected you can push for a refund or replacement as that item is not of satisfactory quality. Most retailers are very good at this. Next took back our whirlpool washing machine that broke for the fourth time and allowed us to pay the difference for a better Bosche model.

Ignore the RTB or direct but at this stage. The first 12 months are with the supplying retailer to sort. I hope Acer fixes it this time however. I find it odd they are even attempting to repair it. Normally with a cheaper end item they will run tests and if faulty replace with a refurbed unit.

[PowerPie5000]

Ignore the RTB or direct but at this stage. The first 12 months are with the supplying retailer to sort. I hope Acer fixes it this time however. I find it odd they are even attempting to repair it. Normally with a cheaper end item they will run tests and if faulty replace with a refurbed unit.

Ok so if it comes back faulty i'll get Scan to sort it out. A rep from Acer told me one of their engineers had replaced the whole logic controller board and then tested the unit, i don't think they tested it properly and they managed to cover the glossy stand in marks and scratches (unless they accidently gave me someone else's stand). Would Scan still take it back if Acer themselves have scratched the stand?

I'm certainly not getting my hopes up about the repair job, and i wouldn't be surprised if it comes back with marks/scrathes all over the gloss finish. Acer or Scan should have just given me a replacement unit and be done with it considering it's still practically new!

[walibe]

Acer or Scan should have just given me a replacement unit and be done with it considering it's still practically new!

Agreed!

[PowerPie5000]

Acer's customer service is a bit of a joke and so are their engineers it seems. I got an email saying they couldn't find anything wrong with it, so i just assume they all work in the dark wearing sun glasses. I phoned them after receiving the email and got put through to different people who couldn't really understand English... None of them even knew what Scart and RGB VGA ports were!! Anyway i've managed to get my case escalated so hopefully they'll just send me a new TV... If not then i'll go back to Scan with it and see if it can be replaced or refunded (even if i have to get trading standards involved to back me up).

[walibe]

Did you have any pictures of the problem that you can send them?

[PowerPie5000]

Did you have any pictures of the problem that you can send them?

Unfortunately i don't, but i will if they send back the same screen in the same condition. It would be easier for them just to send me a new screen instead of constantly replacing parts and trying to find faults which are obviously there (glasses may help their engineers).

[walibe]

Next time it may be worth spending a little extra on a dell monitor or HP. Both have pretty excellent customer services. HPs have been more flexible when using them at work (being an MOD customer we have to crush Harddrives rather than return them etc) and dells warranties for Monitors infor their premium range is extremely good with swap outs fo any dead pixels etc.

However I don't think either do the type of Monitor/TV your after. LG definatly do but I have no idea what they are like. Samsung may be a safe bet though.