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

Speed said:
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:



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

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.
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If anyone Googles "First World Problems" they'll probably find your post.

Why oh why would you expect a courier to pick up a £600 screen unboxed?
 
rare said:
Worries me. Perhaps I will tell OCUK not to send me another one out. But what are the alternatives?
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Well there are other places dude, OCUK is not the only store in the UK :p

String said:
Why oh why would you expect a courier to pick up a £600 screen unboxed?
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Probably because the email said to have it unboxed.
 
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Dicehunter said:
Well there are other places dude, OCUK is not the only store in the UK :p
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Well for sure, but bit stuck after you've placed the order :P

I will stop moaning now. I'm just a bit put out. Hopefully this week I will get a shiny new boxed one and can finally give it a thorough test.
 
rare said:
Well for sure, but bit stuck after you've placed the order :P

I will stop moaning now. I'm just a bit put out. Hopefully this week I will get a shiny new boxed one and can finally give it a thorough test.
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In all fairness a problem or 2 is bound to arise now and then as OCUK handle a monumental amount of orders.

Hope everything works out for you :)
 
Of course, I'm realistic. I've been on the other end of the phone for many years, I know the deal. Its just I get excited about new hardware. Like a kid with new toys!! :D
 
BRIGGBOY81 said:
in the words of the black eyed peas

just do it, just do it, just do do do it
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I want to, but value my man bits more. She would have em for breakfast if I bought one.

Having said that, I almost bought second hand via the MM's but couldn't work out the right price - she has imposed a limit that we almost got to.

So, I think I need to wait and see if any competition for the Swift arrives and lowers the prices.
 
Awahwah said:
I want to, but value my man bits more. She would have em for breakfast if I bought one.

Having said that, I almost bought second hand via the MM's but couldn't work out the right price - she has imposed a limit that we almost got to.

So, I think I need to wait and see if any competition for the Swift arrives and lowers the prices.
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No, I don't blame you. Yeah hopefully other manufacturers can get something released to make Asus lower the price.
 
I have been the owner of the Swift since launch but now I'm faced with a problem. I have a PS4 that I want to use again (been bought Bloodborne and Destiny by my wife). Now I used to have it set up on my old screen but things are different with the Rog. Am I right in thinking I cannot use an adapter? Have done a bit of research but seems no one has been successful. This could be a deal breaker for me and result in selling the panel (might get the Benq freesync, I believe it will work with a 980 just without Freesync)
 
I didn't hear anything from Asus RMA so I gave them a call, very helpful lady told me it can take 48 hours to process but confirmed a doorstep exchange so that is good.

Just waiting now, I really hope my replacement screen is perfect as the faulty one has 0 dead or stuck pixels and great colour and luminance uniformity for a TN.
 
Speed said:
Appreciate your quick response! :)
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Thanks :)

It turns out that there are two emails, as depending on the type of RMA DPD will package the monitors themselves - however, in your instance given the doorstep exchange you received the wrong email.

Obviously there's no obligation, but if you could provide your RMA number that would be great to allow us to look into it and find out what went wrong and to improve it for the future.
 
Jim,

I just received the email for my Swift's RMA:

Your RMA number is LGB5300097
We will inform you by e-mail when a replacement product is shipped out from
our warehouse.

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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What do you recommend I do?
 
Jim - ASUS said:
Hi JP, just confirmed with returns dept that yours is as per the email, so keep the stand leads and box.
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Thanks Jim, Good to know because I had boxed it up with everything ready to go, as I wall mount mine I put the stand back on!

Out it comes again then!

Really good to have an Asus rep on here for a point of contact :)
 
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