ACER Monitors - my warranty hell and why you should NOT buy one

I may be wrong in this but I thought for the first 12 months your contract is with Ocuk and that they should be dealing with this and thereafter the remainder of the warranty with Acer. :confused:
 
No with monitors its often the case you deal with the monitor manufacturer rather than the seller. First 14 days you can return to OCUK but after that its "onsite warranty". Personally I think its termed wrong because its not onsite. Its the same with TV's.

If you think about it a monitor is a more fragile device and the screen is harder to protect than say a GPU. So your monitor if faulty goes back for repair. OCUK do not have a repair facility so they would need to send it to the manufacturer. Thats two journeys via a courier. Four in all if you count the return. Would you want your monitor going via a courier 4 times ?

Last year I ordered a new Panasonic TV 48". When it turned up something had pierced the box and got straight into the screen. You couldnt tell looking at it but when you switched it on it was like someone had put a pick through a window and smashed it.
 
It quite clearly states on site and that was one of the reasons I took the plunge on this monitor.

With £500 investment you do not want to be without a monitor for any length of time. Now my old monitor was dell and I might have been spoiled but on site means on site.

There is no interpretation other than your monitor must be repaired on-site or a replacement given on-site while they take your monitor away.

If it is not on-site then terms of contract have been breached of your warranty and I would be taking that up with OCuk and Acer.

I suspect Gibbo is on the case though.

I really hope this is going to be resolved because it was a major factor in my purchase decision and it quite clearly states on the product page of OCuk it is on-site.

If it is not on-site my monitor will go back for a full-refund. I'm sure that will not be necessary because Ocuk customer support is and has been really great so I suspect they'll rectify this situation.
 
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Okay a bit of digging on Acer site brings up this -

http://www.aceradvantage.com

Acer Advantage is a Warranty Extension Program that can be purchased with Acer products such as Notebooks, PCs, LCD Monitors, Projectors, Servers, Storage Units and PDA/GPS. It grants you a PRIORITY REPAIR SERVICE.

It offers Warranty Extensions with various implementation modes (depending on product and extension selected) such as: ◦service at Acer Repair Centres or on customer’s site
◦diversified response times (from 4 hours to 2 days)
◦coverage from 5 to 7 days a week
◦temporary replacements to guarantee the maximum availability of the product purchased◦free repair for accidental damages
Furthermore, it grants you support via telephone, fax or e-mail for the whole duration of the extension and the chance of purchasing a spare notebook battery with a 30% discount (notebooks only).

The goal of the Acer Advantage Program is to ensure Acer customers that they can always count on dedicated and timely service in any EEC country in order to better use the product they purchased.

For more information about our Warranty Extension Program, benefits and prices, please click here


I suspect that OCuk thought all their monitors were covered by this. Sure Gibbo will sort it. I highlighted the relevant part.
 
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Your link is wrong it goes to some kind of login page.

Its one of the reasons I purchased the monitor as I thought onsite actually meant onsite, well it used to. When I questioned it with Acer they just fobbed me off with it having to go in for repair so I didnt really give it much thought. In hindsight I should have.

You are right though for the proper "Onsite warranty" you need to pay for the Acer Advantage.

http://store.acer.com/store/aceremea/en_GB/list/ThemeID.26339800/parentCategoryID.52192200/categoryID.52192700

3 Years On-Site with Exchange for Monitors
Protect your investment: priority repair service, high-quality assistance, on-site exchange service.

£24.99 incl. VAT

On-site with Exchange: This service adds to Acer’s top-quality On-site assistance the benefit of a replacement product throughout the repair period. Replacement products are new or refurbished with equivalent or higher technical specs.
Click to expand...

So OCUK really need to look at their product page as the warranty advertised is not the warranty you are getting.
 
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I take it if buying one of their screens, especially their upcoming expensive ones, then it is advised to purchase the On site warranty for proper protection?
 
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easyrider said:
What's benq like for warranty returns?
Click to expand...

Just had a quick look at a few Benq and Asus monitors and they all say onsite warranty x years on OCUK product pages. In fact AOC and Samsung also say this too.

If you look at Benq website I couldnt find anything to do with warranty info.
Ive just looked at warranty for the Asus PB287Q and its not onsite.

I have just looked at the warranty for my Samsung U28D590 and its not onsite warranty either yet OCUK advertise it as such.

I think this needs to be investigated by Gibbo.
 
Hopefully OcUK can confirm whether it is definitely A Onsite warranty your getting as standard when you purchase the
Acer screen from them or if it is a standard non Onsite warranty you get which unfortunately seems to have a poor
warranty service and face issues like the topic OP had to deal with.

If it is just a normal standard warranty that doesn't include Onsite then those that are still interested in purchasing
those new expensive screens that are coming out are best purchasing the Onsite warranty along with it for better
and proper protection if the screen goes faulty.
 
That way you can watch them screw it up in front of your eyes and not have to wait weeks to see them screw it up ;)
 
smilertoo said:
I always thought your contract was with the retailer for the first year.
Click to expand...
its is , but after 28 days many retailers have a deal in place that the manufacturer checks out the faulty monitor/tv.this is ment to save time but not in this case unfortunatly.(i dont know if ocuk do this but some tv retailers do)
 
That's some terrible experience there. Acer have gone downhill recently by the looks of things
 
Won't be touching that level of incompetence with a 10ft barge pole. Will avoid acer for sure, hate reading stories like that and hope it all gets resolved ASAP for you.
 
I was looking at the Acer XG277HU as it was a little cheaper. However after this horror story I think the BenQ XL2730Z looks better, but it only offers a 2 year warranty. This seems a bit short for a £500 monitor.

Anyone know if Benq offers a warranty extension?
How is Benq with warranty claims?
 
Just had an email from one of the directors at PA Business Solutions in Tuxford who have my monitor and they have not been told by the Repair Centre in Manchester or Acer themselves why they have been sent my monitor.
 
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