Viewsonic Cust. Services - Isolated Incedent?

Countcussy

Countcussy

Countcussy

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10 Nov 2006
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I am having a frustrating time with Viewsonic customer services. After noticing my E92f 19" CRT starting to blur and shadow, i phoned Viewsonic. After advising them that i had tried it on a different PC, tried different drivers etc, they agreed to exchange the monitor. Although based in london, clearly english is not any of the advisors first language. After arranging to do the swap at work, she then confirms the address as my home. I tell her she has made an error & to change it but she says she is unable to do so. I ask to speak to a supervisor, but they are not allowed to transfer calls. The advisor then tells me that she will try to change it manually. I was told that my replacement monitor would be here inside 48 hrs, and they would call or e-mail when it had been dispatched. Fair enough.

2 days later, no monitor, no comms, no nothing.
I arrive home to find a card for parceline advising me of the missed delivery. I phone Viewsonic the following day and the advisor says i will now have to wait until the monitor can be redirected, but they will cantact me to advise me of the situation. Surprise surprise, i heard nothing. 6 working days later (today), parceline turn up at my work with my replacement monitor. It is packed appalingly, not even in a monitor box. I make the driver wait whilst i open it and discover a massive crack in one side of the case. I refuse delivery and once again call Viewsonic. The girl is less than sympathetic and advises me that she is unsure when my next replacement will be.

Working in retail myself, this type of customer service is simply not acceptable in todays market IMO. There are simply too many alternatives.

In my earlier thread, Baddass recommends a Viewsonic TFT. The monitor looks to be pretty much what i am looking for, but I really do not know if i can trust them again.

Is mine an isolated incident? Or is this typical of Viewsonic?

Please share any good or bad experiences.

The lack of understanding (inc language) is extremely frustrating and enough to make my blood boil. And i have a high temp threshold LOL

Good to get that off my chest :)
 
I had a faulty CRT exchanged painlessly by Viewsonic. I had to get an invoice from the retailer faxed directly to Viewsonic, but that only held things up one day. 2 or 3 days after the fault I got a brand new replacement.

I had a bad experience with Samung though when they didn't have stock to replace a CRT and kept me waiting for months.

Most likely it's just luck whether you get good or bad service.
 
Thats another thing. The replacement will not be new, it will be a repaired or re-furbished model. Warranty policy. I have got to the stage where as long as it looks in good nick and it works, i`m not bothered.

Perhaps i am being harsh and letting the frustration get the better of me.

Trouble is, while the monitor still works in a fashion, i am using it at home in the evening and then lugging it to work everyday for collection.

Its bloody heavy :D
 
Viewsonic were great with me,

I got an *AS NEW* 19inch 2ms VX922 Tft.

Pity is, its now sitting in a box next to me unused ready for sale as i have a Dell 2007WFP now :rolleyes:
 
Had a faultless 20inch lcd replacement with them also about 18 months ago.

I did however have it delivered to my home/registered address, it sounds like that's where your problem was. I'm guessing the screen got the crap beaten out of it during those 6 days with the courier as anything that goes through delivery lines is thrown around like rubbish.

Lastly I've always heard good things about their CS, which influenced my initial purchase, i'd say it's probably an isolated incident.
 
Countcussy said:
Although based in london, clearly english is not any of the advisors first language.
Click to expand...
Its a london number but it is routed abroad. :( After spending 45 minutes trying to understand the guy at the other end of the phone I gave up and called viewsonics UK HQ and while they were not supposed to, they replaced my monitor for me.
I cant stand overseas call centres :mad:
 
L33 said:
Its a london number but it is routed abroad. :( After spending 45 minutes trying to understand the guy at the other end of the phone I gave up and called viewsonics UK HQ and while they were not supposed to, they replaced my monitor for me.
I cant stand overseas call centres :mad:
Click to expand...

Now why didn`t i think of that. Thanks L33 ;)

**** UPDATE ****

Credit where credit is due. I spoke to a nice young lady at Viewsonic UK this afternoon. She pulled up my case file and in her words, was appalled by the lack of communication and service of the call desk (Holland BTW). She cancelled all the current details and created a new warranty case for me. She also apologised for the woeful service. She informed me that i was to box my E92f and have it ready for collection this Friday. It will be swapped for a BRAND NEW G90FB as they do not make my monitor anymore. :)

There was one condition of the swap. I have to put in writing the problems i have had with Viewsonic and e-mail it to her ASAP. She would use my incedent to help improve future customer service. She assured me that all warranty claims are normally dealt with quickly and without fuss.

Well done Viewsonic. :)
 
Reminds me of the hassle I had with Hansol, 15 monitors they ended up replacing. They were getting really annoyed with me, then they sent me one good one, which I gave to a member of the family and bought an Iiyama Vision Master Pro 1413, wish I hadn't sold that as cheap as I did, I miss that monitor now :(

Still good to hear you got a result out of all that mate :D
 
My 20" Viewsonic broke down about 5 weeks ago and I had a hell of a lot of bother with replacement.I phoned Holland and after about 20mins hanging on the bloke said they had no replacement monitors of that type anywhere in europe and it would take 3 or 4 days to get one delivered to me.After one and a half weeks I emailed the head office in canada (actually redirected to california) telling them what I thought of the viewsonic warranty etc. etc. Next day an american Lady came on the phone and said a replacement would be delivered to me in two days.After another week with no replacement I emailed Holland and viewsonic head office and told them in no uncertain terms what I thought about their company and the next working day replacement for that paticular monitor. Next day the american female phones again and says an upgraded new monitor would be with me in 2 days.A new monitot arrived the next day but I would not deal with them again as the monitor cost nearly £800 and ti took over 3 long weeks before it was replaced.
 
Holland I phoned a UK number and had my TFT replaced with a refurub about 4 days later... and the bonus is the refurb was better and clearer and no dead pixels or backlight issues :)

Course sometimes services can go bad but in Retail thats the norm I know ive done many Retail stores in my time and am in one know with proberly worser service lol
 
Finally !!! :)

Nothing turned up on Friday, but my new monitor turned up at 10am this morning.

Looks OK. Not as nice looking as the E92 IMO but i have been assured it is a much better monitor.

Didn`t realise how empty my evening and weekends were without my PC. How sad is that. LOL

Anyway, tried the monitor at work and it seems OK. Cant crank up the res as works hardware is not good enough. I will test it properly when i get home.
 
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