BenQ refuses to fix defective panel, USB hub, and card reader after proof that it was defective within warranty

AMDphreak · September 11

I have a BenQ SW2700PT monitor created before 2019. They changed their hardware in 2019 and have maintained support for the newer hardware with the associated software. They never changed their product page or made it clear there is a physical difference between those two years.

My monitor has had a problem with a white washout effect and alternating stripes of light and dark chroma around the edges whenever the monitor starts up (it is not always the case but happens more often than not), as well as a persistent problem with the card reader and USB hub electronics disconnecting and reconnecting. It is my opinion that these problems are related, as they are all electronic in origin.

The monitor is not currently under warranty. However, I reached out to them many years ago while it was in warranty, and they neglected to RMA the device. I stated this in my latest customer support interaction and provided video proof in an email last Friday confirming the date. The video was dated within the warranty period, and I stated in the video that the problem showed up a year before that.

They offered to RMA the device for an out-of-warranty repair, which would cost $80 and they only indicated that they would repair the USB hub and card reader, not the screen. This is not a deal, because I already have another USB card reader that works fine, and the screen is a problem still. Not to mention, I would have to cover the shipping costs for a monitor (a large heavy one). Who wants to spend $80 on a USB hub and card reader?

As of today, Wednesday, they have not replied to the message that includes the video proof that this problem has been around since the monitor was in warranty.

I have already decided I will not be purchasing another BenQ monitor, since their customer service has sucked, their documentation has sucked (I had to correct their documentation for them, because they misused English terminology, and they still never updated it), their instructions for what to install suck, and their support for the product and its software has sucked. The new software releases do not work with the pre-2019 hardware, as they dropped support for it randomly, so I can't even use the feature that I bought it for: 3D LUT on monitor, to avoid errors in GPU LUT and reduce GPU load.

I'd love to have LTT community's support behind me to compel them to honor their warranty. This is typical of a crappy company, and they need to learn their lesson. When you make a shit product, fix it.

Blue4130 · September 11

What is this video? Just a video showing the problem or a video of you contacting them for support before the warranty expired?

AMDphreak · September 15

On 9/11/2024 at 4:07 PM, Blue4130 said:

What is this video? Just a video showing the problem or a video of you contacting them for support before the warranty expired?

The video is of the problem, with me outlining the problem and explaining it to the viewer of the video. I mentioned BenQ in a way that indicates the video is made for them.

I have emails that would show when I contacted them. I have not looked them up yet, as nobody has requested the evidence.

And still, nobody has replied to the message. Go figure, they're trying to avoid their responsibility.