BenQ - Worlds Worst Support

  Benny1909 16:10 PM 23 May 11
Locked

Basicly i bought a new monitor from them. Very good to start then it broke. I was covered by warrenty to i requested a repair. They said a new monitor would arrive in 3 days for a one-on-one swap. I was fine with that. 3 Days passed and no monitor. I contacted them and they said oh sorry, well send a new one out. Once again it didnt arrive, This repeated for about 2 months and not they are ignoring all my support, no response to emails and phone calls bring nothing up. So yhea, if you do buy them try get a shops warrenty. Not manufacture.

On a side note am i able to go to trading standards about this and what can i do?

  spuds 19:03 PM 23 May 11

If you get a shops warranty, then it is very likely that the shop will deal with the manufacturer on an item like a monitor.

Under UK consumer law, your claim is with the retailer who you bought the item from, the manufacturer's warranty is an additional goodwill gesture.

You could contact Consumer Direct for further advice www.consumerdirect.gov.uk

  961 19:17 PM 23 May 11

I think you must just accept that all this stuff is made outside the UK and you need to get on to the retailer

The great majority works, but if it doesn't you need to go to get a replacement from the guy you bought it from because folk like BenQ just don't have a presence or the staff to sort a problem

We are just a little cog in a big wheel

Stick it back to the retailer

  Benny1909 21:52 PM 23 May 11

Ive contacted the seller about if they do offer a warrenty outside of their 28 days of purchase (Overclockers UK) But i was wondering if i can do anything against BenQ because they basicly told me to shuv it.

  wee eddie 22:13 PM 23 May 11

I think that there is more to this than first meets the eye.

  Benny1909 22:34 PM 23 May 11

Ive got all records of emails, basically to make a long story short. I requested a warranty repair, replacement monitor never arrived and i'm not getting any response from BenQ anymore.

  spuds 22:37 PM 23 May 11

"Ive contacted the seller about if they do offer a warranty outside of their 28 days of purchase".

Can you explain that further, was the monitor new, and sold as a normal retail sale?.

If so, then the retailer is responsible for the first 6 months, in which to prove the item is of 'satisfactory quality and fit for the purpose'. After the first 6 months, its for you to prove the item is 'not fit for the purpose and is of unsatisfactory quality'. It as nothing to do with the manufacturer. Your purchase was from a retailer (you have mentioned Overclockers UK!), and not direct from the manufacturer.

  Forum Editor 23:03 PM 23 May 11

Your contract was with the supplier, not with the manufacturer. By approaching the manufacturer directly you are relying on its goodwill - technically Benq's legal obligation is to the retailer, and not to you.

A manufacturer's warranty is in addition to your rights under consumer law.

Forget about any retailer's warranty, and rely instead on the relevant consumer legislation. You don't say when you bought the monitor, but if it was within the last six months you have a right to require the retailer to rectify the matter, either by replacing the monitor, or repairing it. Retailers are not commonly equipped to repair monitors, and will often refer you to the manufacturer to save time. If that has happened, and you can't get satisfaction you are entitled to go back to the retailer and insist that they rectify matters, as the manufacturer has failed to do so.

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