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

The whole monitor warranty thing seems to be a big can of worms. I was just looking at Dell Warranty and have a read at this I found on their webpage

Monitors with a service tag number purchased from resellers (CostCo, Walmart, Best Buy, Amazon, Buy.com, online store, etc.)
* The monitor service tag has to be in your name, address, phone, email, etc. before any warranty will be validated
* Go to this site and register the monitor service tag in your name. Once completed (15 business days), you will get an email from Dell stating that it is done
* Dell will provide a 3 year warranty starting from the manufacturer date embedded in the monitor 20 digit alphanumeric serial number. So if the reseller had it on their shelf for 6 months, you only get 2 1/2 years of warranty. This is the price you pay for not buying the monitor directly from Dell
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Charming! So that means if you buy a Dell monitor from OCUK and they have had it in stock for 3 months then you would not get the full 3 year warranty! Bet people didnt know about that!
 
its been updated again with more info and a video and the spec/warranty is back still saying onsite warranty with Acer when clearly (in my case) it was not and going to be blunt but OCUK not done anything about it apart from email (why not ring?) Acer and if they havent had a reply by now I can tell you they will not get one.
 
I was just looking up some info about another thread when I chanced upon my case id for my monitor repair and they re-opened the case and its still open.

What are they upto now ?!

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Should have included this with the initial post but this is the response you get when you first contact Acer and want to get your monitor fixed under Acer warranty. Please note this is the ONLY time I have ever received an email from Acer.

The instructions also are out of date as UPS do not accept the paper label any more they expect you to have a printed label sent to you and the URL mentioned is invalid. You have to go via the Acer Support page for updates. The phone number is also not exactly correct. Really from what I understand it the following instructions should be carried out by Acer and not the customer. TP Matrix is the third party repair centre Acer use. The bit in bold sums it up basically.

This is your Acer "on-site" warranty. :)


Dear Customer,

Thank you for contacting Acer UK.

Please send your product to our repair centre to fix it. We have logged a case for the repair of your product under the case ID number XXXXXXX.

By sending your product for repair, you agree to abide by the terms and conditions of the limited warranty included with your product. In accordance with the Terms and Conditions of our warranty, you are advised to sufficiently pack your product/component for transit. This means, the product has to have enough packaging (at least 5cm of bubble wrap around the whole product/component either side) and be in a suitable box (strong box not flimsy) to sustain the trip in a couriers van. If we receive your product with damage caused due to insufficient packaging, the repair will be chargeable.

To arrange for the collection of your product, please follow the steps given below:-

To arrange for the collection of your product, you will need to call our couriers, UPS, on 08457-877-877 (UK/Northern Ireland) and press 9, and then 1 // 1890 99 55 00 (Southern Ireland) and press *, and then 1. You will be required to answer some short questions. Please have access to the following information before calling:-

1) Provide the billing post code as XXX XXX

2) Account number is XXXXXXX

3) Your name

4) When asked if you are "Sending or Receiving", advise that you are returning it to the Matrix LTD TP House

5) If they ask if it’s an authorised return, say yes

6) If they ask if you have a parcel label, say no

7) Your telephone number

8) Your collection post code and building number

9) The service type is "Standard / One Parcel"

10) Package contents details: i.e. the model number of the product

11) Return delivery Address: TP Matrix LTD TP House, Prince of Wales Business Park, Vulcan Street, Oldham, Greater Manchester OL1 4ER

When sending the product:-

• Please do not send the original box with the product as all incoming boxes are recycled..

• On the box you send with, make sure the following details are written clearly:-

Our address details: TP Matrix LTD TP House, Prince of Wales Business Park, Vulcan Street, Oldham, Greater Manchester OL1 4ER

• Your case ID number (see above) or the serial number of the product and consignment number which courier will provide you.

• Make sure you send your product in, within a reasonable timeframe i.e. 1 month and keep the details handy for future reference.

• It might take 5-7 working days to repair the product depending upon the availability of the spare parts.

• You can check the progress of scheduled repair by visiting our website https://customercare.acer-euro.com/customercare/CaseStatus.aspx (Use the Case ID and post code which is registered in our records).

Please do not reply to this e-mail. Your e-mail will not be answered.

For further assistance please do not hesitate to e-mail or contact us on 0871 760 1000 (UK), 0818 202 210 (Eire).



Regards
Acer UK Online Technical Support Team
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If you think about it you cant really get onsite support. An engineer is not going to come out and take your monitor apart and replace the screen "onsite". The best you can get is a swap-out.
A) Its not confirmed as on-site and B) its not confirmed what type of support you get. You buy a monitor it turns up, read the warranty booklet and find you get standard limited warranty.
By then you have bought the monitor. Thing is if there is nothing wrong with it people won't bother chasing the warranty. Its only when things go Pete Tong that it hits home.

Just try it, pretend your monitor is faulty and see what happens. Ring Acer for a repair and just see what they say. You will either get the email above or an engineer will come out. Then you will know. You can then just cancel it the support call straight away.
 
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Geez just noticed this thread has been added to. I put it right out of my mind.
Not been in this section for a while as I got fed up of being branded an Acer basher or just causing arguements whenever I mentioned the issues with Acer CS.

I've had good experiences with BenQ and Samsung but I guess its horses for courses. I`m very happy with my Asus PG279Q although I think I got a good un.

Actually someone at work few weeks ago bought the Acer 34" Predator (not from OCUK) Freesync version and it had a vertical green line and dead pixels. So after a bit of two'ing and throwing with Acer (place he bought it from told him to ring Acer for warranty) they sent him a replacement and it was DOA and looked second hand as it was covered with finger prints. So he took it back to where he bought it and demanded his money back and they relented and he got a Dell. No issues with it.
 
"Please contact customer services if you have a problem."
you sir are having a laugh. Quite obvious you didnt read this thread or you would have realised I did and nothing happened.
Have you not even seen the date this all happened ???

Dont worry I`m leaving this part of the forum for good. Wouldn't want any bad feeling going OCUK's way.
 
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