Soldato
Some of you may have read about my posts bleating on about shoddy warranty service from Acer well its got a lot worse. This may be a long read and if you can not be bothered then basically my advice is
DO NOT BUY AN ACER MONITOR
If you want to read on grab a cuppa and a biscuit sit back and relax and either laugh or reel in horror.
16th December I bought an Acer XB280HK 4k monitor from OCUK. It was great but had some backlight bleed. Reading this was to be expected with TN panels I ignored it. This was my fatal mistake I should have returned it to OCUK. During Christmas it got worse so after I decided to send it back as it was about 10mm thick round 50% of the monitor. OCUK told me to send it back to Acer as they handle the warranty.
I contacted Acer who emailed me instructions to send it back via UPS FOC. The address was a third party repair company in Manchester that Acer must use for warranty repairs. These I found were out of date and were telling me to basically send it back using Acer's UPS account. I was on the phone for 30 minutes trying to convince them I didnt work for Acer but I was a customer. The instructions are for sending it back using the old paper method of collection which UPS have phased out. Luckily when the driver turned up he had one paper copy on him so it was fine. This was 16/1/2015.
The case tracker on Acer website just tells you when they receive the item "Under repair". You get no updates. After 5 days I did an online chat asking where my monitor was and told the screen is being replaced. Day later it came back to me. I only found this out as checking the status daily a UPS tracking ref had been added. When it came back the bleed was worse and it had a red triangle of stuck red pixels and another group smaller down. (see picture below). I had actually marked the screen with a security pen and the mark was still there. The screen had not been changed.
So I did another online chat (several times) and played merry hell asking for a brand new one instead to be told thats not their policy and eventually got another email with the out of date instructions to send it back via UPS. At least this time I knew how to answer the questions the instructions do not cater for. On 19/2/2015 they got the monitor back and it just sat there "under repair". I chased it very 2/3 days and kept getting the same thing its waiting for parts.
Two weeks later I am told the parts came but didnt fix the problem so they have ordered some more. Constant chasing and another two weeks went by told the parts should be with them anyday. Forward to 5/03/2015 and my case status had changed to closed with a UPS tracking ref. Still at this point zero comms from Acer I had to do all the chasing.
Entered the tracking ref into UPS website and it had indeed been posted. Till I noticed the shipping information said "TO TUXFORD". OMG. I live in Wakefield. So another two online chats occured today (btw if you try and ring them its impossible to get through). Wont go into detail check the spoiler below for two online chat transcriptions that will make your toes curl!
So to sum up my monitor was sent and delivered at 13:24hrs today to a company called PA Business Solutions in Tuxford. Acer can not tell me why it was sent to them. I have just emailed the PA company to see if they can tell me why they have my monitor. It looks like they deal with reconditioned equipment. Acer have said but not confirmed they think (think!) the monitor was not repairable so I am being issued with a brand new replacement. Despite them saying they do not provide new replacements. They can not tell me when I will receive a monitor of any description. They have told me to wait 2 business days for a reply.
I have spent £499 on a monitor and no one can tell me where it is. I am at my wits end to be honest. OCUK have said they will try and contact Acer for me but Bailey is off on hols till next week. Plus if I do get a new monitor there is no guarantee it wont have problems again. I am really upset and I dont know what to do. I have written to the Acer complaints address I was given but I dont expect them to call me and all I can do is keep at them.
To conclude I have seen the thread about the new Acer wonder monitor and that it has really good reviews. It just makes me sick in my stomach to think people are going to buy it just pray it doesnt go faulty!
DO NOT BUY AN ACER MONITOR
If you want to read on grab a cuppa and a biscuit sit back and relax and either laugh or reel in horror.
16th December I bought an Acer XB280HK 4k monitor from OCUK. It was great but had some backlight bleed. Reading this was to be expected with TN panels I ignored it. This was my fatal mistake I should have returned it to OCUK. During Christmas it got worse so after I decided to send it back as it was about 10mm thick round 50% of the monitor. OCUK told me to send it back to Acer as they handle the warranty.
I contacted Acer who emailed me instructions to send it back via UPS FOC. The address was a third party repair company in Manchester that Acer must use for warranty repairs. These I found were out of date and were telling me to basically send it back using Acer's UPS account. I was on the phone for 30 minutes trying to convince them I didnt work for Acer but I was a customer. The instructions are for sending it back using the old paper method of collection which UPS have phased out. Luckily when the driver turned up he had one paper copy on him so it was fine. This was 16/1/2015.
The case tracker on Acer website just tells you when they receive the item "Under repair". You get no updates. After 5 days I did an online chat asking where my monitor was and told the screen is being replaced. Day later it came back to me. I only found this out as checking the status daily a UPS tracking ref had been added. When it came back the bleed was worse and it had a red triangle of stuck red pixels and another group smaller down. (see picture below). I had actually marked the screen with a security pen and the mark was still there. The screen had not been changed.
So I did another online chat (several times) and played merry hell asking for a brand new one instead to be told thats not their policy and eventually got another email with the out of date instructions to send it back via UPS. At least this time I knew how to answer the questions the instructions do not cater for. On 19/2/2015 they got the monitor back and it just sat there "under repair". I chased it very 2/3 days and kept getting the same thing its waiting for parts.
Two weeks later I am told the parts came but didnt fix the problem so they have ordered some more. Constant chasing and another two weeks went by told the parts should be with them anyday. Forward to 5/03/2015 and my case status had changed to closed with a UPS tracking ref. Still at this point zero comms from Acer I had to do all the chasing.
Entered the tracking ref into UPS website and it had indeed been posted. Till I noticed the shipping information said "TO TUXFORD". OMG. I live in Wakefield. So another two online chats occured today (btw if you try and ring them its impossible to get through). Wont go into detail check the spoiler below for two online chat transcriptions that will make your toes curl!
So to sum up my monitor was sent and delivered at 13:24hrs today to a company called PA Business Solutions in Tuxford. Acer can not tell me why it was sent to them. I have just emailed the PA company to see if they can tell me why they have my monitor. It looks like they deal with reconditioned equipment. Acer have said but not confirmed they think (think!) the monitor was not repairable so I am being issued with a brand new replacement. Despite them saying they do not provide new replacements. They can not tell me when I will receive a monitor of any description. They have told me to wait 2 business days for a reply.
I have spent £499 on a monitor and no one can tell me where it is. I am at my wits end to be honest. OCUK have said they will try and contact Acer for me but Bailey is off on hols till next week. Plus if I do get a new monitor there is no guarantee it wont have problems again. I am really upset and I dont know what to do. I have written to the Acer complaints address I was given but I dont expect them to call me and all I can do is keep at them.
To conclude I have seen the thread about the new Acer wonder monitor and that it has really good reviews. It just makes me sick in my stomach to think people are going to buy it just pray it doesnt go faulty!
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I dont really intend to sway peoples opinion on whether to buy Acer I've calmed down a bit now that it looks like I am getting my money back (hopefully). 
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