The Asus ROG SWIFT PG278Q – a 27” 1400p 144Hz Monitor with G-SYNC

Jim - ASUS said:
OK, straight from the horse's mouth (so to speak, he's quite a nice chap)

"All screens have a 3 year on site pick up return warranty. The courier will bring a replacement monitor when they collect the faulty one. If a claim is made within the 7 day DOA period the user will get a new unit as replacement."
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Well just had my replacement delivered and all I can say is what an utter farce. Giving customers one set of instructions and then giving the DPD drivers a contradictory set doesn't tend to lend itself to efficient service.

I had the monitor all boxed up for collection this morning, sat down with a cuppa and then re-read the Asus e-mail which states:

Please follow below packing instructions:
1. Provide the faulty product de-installed and unpacked to the courier.
2. Remove the base (if removable) of the faulty product.
3. Provide the base and back cable cover (if applicable) to the courier
together with the faulty product.
4. Do not provide ANY cables, AC adapters or other accessories to the courier.
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So I remove it from the box as per the above, DPD turn up with the boxed replacement. He says "You've got something to go back as well?" I say "Yes, the faulty screen" pop the unboxed monitor in front of him and he says "why isn't it boxed?". I of course explain that the e-mail told me to provide it unpacked, he then removes the "Driver Info" note from the boxes documents enclosed wallet on the outside of the parcel and hands it to me.

It says
"Please ask the customer to send back the customers defected unit in its original box."
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Lets just say he wasn't best pleased, this also isn't the first time this has happened from what he said. So we spend the next few minutes packaging up my faulty monitor in the original box, not easy with a monitor stand that has no lock on it.

Not the end of the world of course, I've got my replacement fairly quickly but the avoidable hassle is just silly. The main annoyance for me is I had it packaged up before reading the misleading e-mail, but that aside I mostly feel sorry for the driver. He is very likely paid per delivery and had to waste nearly 5 minutes sorting this out.

I'd strongly suggest you forward this info to "the horse" so it can be sorted out. The automated e-mails sent during the RMA process, in particular the request for service acceptance e-mail with the packaging instructions clearly need rewording. It needs to state that customers box their monitors up in the original packaging or if they don't the original packaging; to be available to rebox the monitor in the replacements packaging. Courier drivers don't generally carry parcel tape and they will not give you the replacement without the faulty screen securely packaged, so that needs to be clearly stated.

If it would help correcting issue in the future and avoiding hassle for couriers and customers alike, I can forward you a photo of the drivers sheet as confirmation along with the e-mail. You are welcome to contact me through trust for them if you wish.

For anyone who is returning a monitor direct through Asus; either have it boxed up ready regardless of what the e-mail says, or if you don't have the original box make sure you are there with the required parcel tape to get it packaged up in the box the replacement comes in.
 
I'm sorry to hear that Speed, apologies about the inconvenience and thank you for providing all of the necessary info.

I will contact the product team now and let them now about the discrepancy so that this can be resolved.
 
Looks like DPD didn't get the monitor back to OCUK in time so I will probably have to wait until early next week now. A week after I ordered it!! Argh.
 
Jim - ASUS said:
I'm sorry to hear that Speed, apologies about the inconvenience and thank you for providing all of the necessary info.

I will contact the product team now and let them now about the discrepancy so that this can be resolved.
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Any word on if and when you'll have an AHVA/IPS 1440p 120+Hz Swift?

That would be a lovely sweet spot for many, as I prefer IPS, but don't want a 4K 60hz monitor.

Also does the on-site warranty also apply to the Republic of Ireland. That would be one of the deciding factors in me getting a Swift possible this week.
 
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Well I was in the middle of sending an email and all of a sudden the text just died.

Seems like about 80% of the screen has just broken and the text is unreadable unless I zoom the size to 150%, but the lower right hand corner is unaffected.

Mine was one of the very first screens from OcUK back in July with a July 2014 manufactured date and has been working perfectly until now :(

Filled out an RMA, lets see how Asus perform.
 
llamadal said:
Sorry to hear that, it's really ****** and ocuk should have dealt with this better.
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Bailey has promised to get one out ASAP and I'm grateful for that, but I'm not overly impressed. It will make me reconsider looking around next time which isn't something I usually do, just defaulted to OCUK over the years. Perhaps they might offer me something in way of the inconvenience who knows. But I haven't been able to use my PC for coming up to a week now which is very frustrating.
 
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