PG279Q issues with Scan

[miguelm76]

Hi all, thought I'd share my experiences with Scan. I returned the infamous PG279Q due to excessive backlight bleed. Not only do you obviously notice it when the screen is dark, but even with just normal dark backgrounds while you're working you can see the yellow light bleeding out from the corners. I had a horrible return experience with then via UPS, and then when it finally got there Scan reply that Asus do not consider the bleed to be bad enough and it's on its way back. I have sent them the photos below. The first image is with the brightness set to out of the box, didn't touch anything. The side by side shot (PG279Q on the left) is up against another IPS panel from Asus, the PB278Q, also bought from Scan. Brightness on 40 for both. I tried to live with it but every time I did anything with remotely dark backgrounds it was bothering me. Note that the PB278Q is £300 cheaper!

Hugely regret not buying from Amazon, thought the single delivery for all my goods would be easier to manage. Suppliers like Scan are happy to sell goods with poor QC and hide behind the manufacturer when they have customers who have spent almost £2800 with them on several goods, and only returned one of them, with good justification. I have sent emails, and the photos to them. They are not addressing my concerns directly and simply stated the monitor will be returned. I have written to Asus as well, so we'll see what happens there. To expect people to part with £600 of their hard earned money and be happy with a product of this quality is quite simply disgraceful. Hopefully posting here will help my case

(Unfortunately the forum will not let me post the images from a URL as I don't have enough posts. can this be lifted so I can post the photos of the monitor). Thanks

[kalniel]

If you returned under your 14 day CCR evaluation period they should have accepted without quibble.

If you returned because faulty then they can (successfully it seems) argue it's a characteristic of the product, not a fault of the product (this has been tested in case law1) - especially if you say the PG279Q is infamous.

The disappointing thing about Scan here is their potential inflexibility to switch between the two types of return - it's literally one or the other it seems, which puts the onus on the consumer to be able to discern the difference between a faulty monitor and a monitor with undesirable characteristics. That's unreasonable IMHO, but you might have some luck provided the issue was flagged up quickly enough.

The query should ideally go something like the following:

Customer: I have unacceptable behaviour from this product. Is it faulty or a characteristic of the product?
Knowlegable retailer: Yes that's a known characteristic, if you're not happy please return under the 14 day CCR and we'll help you pick a more suitable monitor from our stock.
Unknowledgable but responsible retailer: We don't know the full characteristics of all of our products or what is acceptable to you, but we can check for a fault and if there isn't one take the product back under CCR, this may take a while but since you raised the issue within the 14 days you're still fine.

1- The example I read was someone saying their Audi TT was faulty as it pulled to the left. The seller successfully argued that camber sensitivity was a characteristic of the TT, not a fault.

[GoNz0]

Are you still within your DSR?
Asus have terrible customer support, you will be directed to the UK support who are a total waste of time, they are not equipped to handle problems at all and have to refer to the HQ, from a personal view they don't even do that as I was strung along for weeks before giving up. Asus official support forums for north America only with rude staff who won't help.
Perfect pairing for Scan customer support and RMA process. I have opted to pay more anywhere else but scan after being ripped off with the RMA process, everyone sings praises until something goes wrong then the truth comes out.

Can you start a chargeback from your bank/credit card?

[miguelm76]

Additionally I sent them side by side photos with a cheaper IPS panel so it's incredible they can say its part of the product when a cheaper monitor with the same technology clearly doesn't display the issue to this extent

I'm pretty disgusted with it, and Scan's attitude is to sweep it under the carpet rather than help placate a dissatisfied customer who spent a lot of money with them

Infamous because after seeing the fault and then looking online it is a huge issue many people have had. The bleed is abnormally bad which Asus themselves admitted in a press release in a March where they admitted tightening their QC on this monitor. Sure enough, I found out my monitor was a January 2016 model

I'm tired of companies getting away with it. One things for sure, if this isn't resolved I won't be buying an Asus product ever again and I will not shop on Scan either. It's the first forum I've had my moan on but it won't be the last by a long shot. The only thing these companies care about is revenue so it's the only way to hit them.

You're so right about the RMA process, it's a true test of customer service. You would think Scan would help a first time customer who has spent a great deal with them but it's a case of take your money and run. It really shows why Amazon are so brilliant at this sort of thing.

[miguelm76]

Here are the images. Photos taken without flash on an IPhone. As mentioned, the first is up against the PB278Q (which is on the right) with the exact same brightness. The second is the PG279Q with the calibration out of the box. This is acceptable for a £600 monitor apparently

[shamus21]

Now that is bad. I have had a few monitors over the years with back light bleed but none like that monitor it would have been DSR if it were me and full refund required

[jonathan_phang]

Ouch that does look bad - I have a PB278Q which I got after a similarly bad Dell 27incher. Definitely for higher value products or ones that you know might not be up to scratch, Amazon are very good.

Its a shame that you've had a bad experience with Scan. I've never had to deal with something like a monitor with them but I know this might be a grey area from the retailers point of view.

Not sure where to go with your problem now. Hopefully someone else can give some decent advice.

[shaithis]

I know it's a harsh lesson but start shopping elsewhere.

Scan mugged me twice in a row, once for a cheap PSU and the other for a headset......this was after I had easily spent over £10k with them.

How they keep winning "retailer of the year" is beyond me, people must have short memories and keep remembering scan before the recession, when they were good.

[GoNz0]

I know it's a harsh lesson but start shopping elsewhere.

Scan mugged me twice in a row, once for a cheap PSU and the other for a headset......this was after I had easily spent over £10k with them.

How they keep winning "retailer of the year" is beyond me, people must have short memories and keep remembering scan before the recession, when they were good.

Always wondered how they manage that myself, I had to involve the credit card company to get my money back last time I had a problem.

Pathetic.

[Agrippa]

The bleed in that second picture is an order of magnitude worse than any I've ever seen in real life. How anyone could class that as a "characteristic" is far beyond me.

[kalniel]

The bleed in that second picture is an order of magnitude worse than any I've ever seen in real life. How anyone could class that as a "characteristic" is far beyond me.

Asus just did, which tells you something about the quality they expect of their products.

[GoNz0]

Asus told my Corsair 900D case was the reason my Asus 980 Strix card hit the heatsink above the I/O ports on my Asus rampage 5 extreme board when trying to screw it into the case, I took the motherboard out the case and tried to install the card straight but found it wouldn't sit at 90 degrees to the case.

I presented this information to Asus who became obnoxious and told me the case was still to blame. That was the day i vowed never to give those idiots my money again.

Has the OP got anywhere?

[Agrippa]

I'm seriously glad I never have to deal with the companies I buy my stuff from, but only the shops I buy them from. If that wasn't the case I'm not entirely sure I'd own a computer at all....

[flearider]

walk in put it on there desk ask for a refund .. internet rules and all that .. if they wont .. call your cc while standing there and as for a charge back .. then walk out leaving the piece of #### ..

[greyseal]

Thank you for this thread. i spend over 10k a year on it and now its official, i will never give another buck to scan. So hoepfully if management ois reading this, they know this anti consumer policy is costing them. Amazon so far absolutely perfect on returns