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Customer Review

109 of 123 people found the following review helpful
1.0 out of 5 stars Monitor was defective. Service very sub-par for the replacement, October 19, 2011
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This review is from: Viewsonic VX2450WM-LED 24-Inch Widescreen LED-Lit LCD Monitor (Personal Computers)
I ordered this monitor because it got good reviews and was inexpensive. It arrived reasonably promptly, in an undamaged box. When we set it up (which was very easy) we noticed that there was a thin, vertical blue line that went from the top to the bottom of the screen superimposed over whatever program or document we had open. I tried hooking up the monitor to a different Mac, using a different connector (supplied by ViewSonic). The monitor problem appeared the same on both computers.

I contacted tech support at ViewSonic and the technician had me try a number of different things, none of which worked. She concluded that the monitor was defective and would have to be repaired/replaced. Here's where ViewSonic dropped the ball. I asked what they were going to do about it, and was told that I would have to ship the monitor at my own expense back to ViewSonic. They would then take 3 weeks to repair it and would ship the repaired monitor back to me! So, I buy a brand new monitor, which turns out to be DOA, and their solution is for me to pay to ship it back and then wait 5 weeks for the repaired monitor to reappear on my doorstep!

Needless to say, other than denying that they even sold me the monitor, this is about the worst approach to customer service they could have chosen. I pointed out (vociferously) that they shouldn't make their customers bear the brunt of their poor quality control and that I needed the monitor now; not in 5 weeks. I told them that they should ship me a brand new monitor right away, and that I would return the defective one. After a two-day wait for a response, they agreed to do this, on condition that I supply them with a variety of bits of information, and give them my credit card number and ship the original one back to them at my own expense. One of the bits of info they required was proof of my purchase from Amazon. I forwarded to them the email that I received from Amazon detailing the purchase and they insisted that it "wasn't in the proper form" so they couldn't accept it. I then took screenshots and sent those to them, which they accepted as proof.

A week or so later, I received the replacement monitor. It came in a plain brown shipping container--not the ViewSonic-branded box that the original one had come in. So, clearly they didn't simply grab a new one off the shelf and ship it to me, and I'm left wondering if what I received is a refurbished or repaired model, instead of the new one that I paid for. Also, the plastic housing that fits over the actual screen was a bit loose on top (a 1/4 inch gap). A small bit of pressure popped it back into place, but it's yet another indicia that I may have received a refurbished model instead of a new one. The replacement monitor has only been set up for a day and it seems to be working fine, and I"m reasonably pleased with the quality of the image.

ViewSonic--I hope you're reading this. I had had a very favorable idea in my mind of the ViewSonic brand until this experience. Now, I'll never buy another ViewSonic product.
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Comments

Tracked by 2 customers

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Showing 1-9 of 9 posts in this discussion
Initial post: Oct 25, 2011 12:04:01 PM PDT
Last edited by the author on Oct 25, 2011 12:30:14 PM PDT
Blue Diver says:
Wow, incredible customer service! However, why would you go through the hassle of shipping to mfg, when you could call Amazon or the other retailer and get a replacement if within 30-days?

In reply to an earlier post on Oct 25, 2011 12:17:24 PM PDT
Chris D. says:
Didn't know I could do that. Somewhere on Amazon site I read that I had to contact manufacturer to resolve this kind of issue.

In reply to an earlier post on Oct 25, 2011 12:21:22 PM PDT
Blue Diver says:
Amazon would even pay return shipping and send you a new one right away... from my personal experience.

In reply to an earlier post on Oct 25, 2011 12:26:24 PM PDT
Chris D. says:
Thanks for the info. Since I'm past my 30 days, it looks like I'm stuck, but I'll know better next time.

Posted on Dec 16, 2011 9:58:36 AM PST
Your review is mostly about Viewsonic's "care," and your own misguided way of resolving the problem. Adds to the picture, but is out of focus.

In reply to an earlier post on Feb 7, 2012 6:35:19 AM PST
Mrs. H...... says:
Amazon says you have to pay shipping as they do not consider it a TV. As of this morning when I called customer service.

In reply to an earlier post on Feb 11, 2012 3:46:43 PM PST
J. deCastro says:
Not true. I just returned a monitor, and Amazon paid for shipping back to them.

Posted on Mar 23, 2012 2:16:24 PM PDT
Paul Gordon says:
I had a nice Viewsonic 20.1" LCD 1000:1 1600X1200 VP2030B monitor and had the same type response from customer service. I like the monitor but am VERY wary of taking a chance on another one.

In reply to an earlier post on Mar 1, 2013 3:52:31 AM PST
Thanks for your comments. I am steering clear of this company
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