A Monitor RMA gone Bad_ASS

[Urlyin]

This one is a first for me and perhaps common place for others. I had a 27" ASUS VN289H where the backlight went out. I thought dam I have to purchase a new monitor but before doing so I check my warranty and I had the ASUS Rapid Replacement still good from 2016 at the time I bought it. Well it's a good thing to have an ability to RMA a product that's gone belly up but the RMA process can be a pain in the ass at times. I contacted ASUS and received my RMA number and stuffed the thing in a old AOC monitor box I still had... I know right. After a week or so I received an email stating they did not have the parts in stock to repair my monitor. However they would send me a fully tested recertified replacement unit that meets ASUS quality standards. Of course the warranty would carried over from the old one and would not extend the current one.

So yada yada and so on I open the attached document with the specs of the new monitor. WTF they're going to send me a 28" 4K / UHD 3840x2160 1ms DisplayPort HDMI Back-lit LED Monitor? I hit Google and searched the monitor and find it's a little old but still decent 4K monitor. So not to say I haven't been wanting for a 4K monitor but to receive one yesterday and actually see what I've been missing is indeed a pleasant surprise! So it looks like a RMA can be a good thing on occasions and perhaps in certain circumstances an actual upgrade... yeah I'm stoked!

 

[Bill_Bright]

I note the way in which a company treats their customers when things go wrong says a lot in my book. ASUS did you a solid there, IMO.

 

[Sasqui]

This one is a first for me and perhaps common place for others. I had a 27" ASUS VN289H where the backlight went out. I thought dam I have to purchase a new monitor but before doing so I check my warranty and I had the ASUS Rapid Replacement still good from 2016 at the time I bought it. Well it's a good thing to have an ability to RMA a product that's gone belly up but the RMA process can be a pain in the ass at times. I contacted ASUS and received my RMA number and stuffed the thing in a old AOC monitor box I still had... I know right. After a week or so I received an email stating they did not have the parts in stock to repair my monitor. However they would send me a fully tested recertified replacement unit that meets ASUS quality standards. Of course the warranty would carried over from the old one and would not extend the current one.

So yada yada and so on I open the attached document with the specs of the new monitor. WTF they're going to send me a 28" 4K / UHD 3840x2160 1ms DisplayPort HDMI Back-lit LED Monitor? I hit Google and searched the monitor and find it's a little old but still decent 4K monitor. So not to say I haven't been wanting for a 4K monitor but to receive one yesterday and actually see what I've been missing is indeed a pleasant surprise! So it looks like a RMA can be a good thing on occasions and perhaps in certain circumstances an actual upgrade... yeah I'm stoked!

And yea, we always hear the bad stories What model # is the new one?

 

[jboydgolfer]

I always base my opinion of people, or others ,on how they treat the people they don't need to treat well.


In this case ,they could've sent you any number of equal models ,or whatever their EULA agreement states, but it looks like they did you a favor. this tends to happen when you RMA older components or electronics that are still under warranty. Because they lack the equipment to repair or replace or it's just too expensive so you end up getting an upgraded or newer model. Whether or not it was a good deal only time will tell , but as far as specification-wise ,you definitely made out ,lets just hope lifespan is the same

 

[Urlyin]

And yea, we always hear the bad stories What model # is the new one?

They sent me a PB287Q 28" ... missed adding that in the OP

 

[jboydgolfer]

this reminds me of when i had a Stripped screw on my daughters Cougar Spike Micro ATX case. I contacted cougar, and told them that the screws were stripping with very little use. You would think they would send a couple replacement screws, or atleast i would. They sent me literally, (and when i say Literally, i dont mean in the sense that Millennials use it, when they Literally say it every other sentence, but the Actual Literally) 50 thumb screws. I was very appreciative, but they also sent me 6 replacement Side panels ....WAY above & beyond.

 

[SamirD]

So great to read stories like this and about your atx case...it gives one hope...

 

[jboydgolfer]

I find that as long as you're polite, and prepared with your proof of purchase, and serial number for your product, it will make the process as quick and simple for the support member (which they'll likely appreciate) as well as yourself ,& it more often than not goes to your benefit. But of course there's always those situations where (for some reason or another) things don't go the way they genuinely should ,to no fault of your own. This is where (in my opinion) a lot of people shoot themselves in the foot, so to speak, when instead of keeping a cool head they get angry at the possibility that they may not get the service they deserve. Generally what I'll do if for some reason or another my service request is denied is I'll either rely on my ability to speak to a person over the phone or I will respectfully and politely end the support communication with that member, and contact the company through their social media account. This does a couple things all at once. It gives you the opportunity to get a second opinion from the same company ,because there are frequently more than a few support technicians at each company ,and you'll likely get a different one if you try to contact them a second time. It'll also give you the opportunity to take the request out of a private medium if all else fails (email or pm) and into a public forum (social media),where their responses are out in the open for the public to see (meaning their potential and current customers), which gives them an added reason to treat you properly or possibly even better than properly. (i recommend NOT abusing this path, as it can end with poor results, and you looking like a dick in front of whoever is reading your correspondence. By abuse, i mean, dont try to force a outcome that you DONT deserve, or to push a lie, or get out of a situation that is genuinely yourfault, ands not the responsibility of the company to resolve)

And I always try my best (if the situation allows it) to use my strengths to my benefit when communicating with a company or anyone for that matter , especially when the situations outcome is important to me. So if you're good with speaking to other people call them on the phone instead of using email, or if you're bad over the phone use email. I get really analytical and treat it like a chess game and I try to get the best outcome I can, basically , its social engineering to a degree , & depending on how well you can do it your outcomes will vary greatly, but i bet you'd be surprised with some of the results ive gotten, so take it seriously, like your standing in front of the person, and get the outcome you deserve, instead of hope for it, persistance pays more often than not.