BenQ FP767 1

I purchased a BenQ 17 Monitor for use at home. The monitor was selected more for price than for performance; as I need only good text display in my application, and am not concerned about high speed graphics. When the monitor arrived and was installed, I must admit - I was pleasantly surprised. The overall quality of the hardware (fit and finish) was fine; and the screen image was better than I had expected. However, during my warranty period, I was one day greeted with two white vertical lines running down the entire screen when I switched the monitor on. Understanding that glitches can happen with any technical component, and assuming a failure in the LCD matrix, I wasn't too worried. It could be easily fixed, or if not fixed, replaced. I next contacted BenQ Tech Support, via e-mail, for instructions. (This was July 11, 2005.) This is when my first real problem began. I didn't hear from BenQ Tech Support for 11 days. When I finally received their e-mail, it said only that I should call Tech Support. (This was July 22, 2005.) I next called BenQ Tech Support, and after several disconnections, I was finally able to have an intelligent conversation with a BenQ Customer Service Engineer. I was given two options: Repair and Return of my original monitor; or Replacement with a refurbished monitor. I chose replacement. It was explained to be a faster solution. I was then given an RMA Number for the return of my monitor, and was promptly e-mailed a UPS label for pre-paid shipment of the monitor to the BenQ repair facility. I still had the original packaging, and so I dutifully re-packed my monitor. I immediately visited my local UPS store to send the package to BenQ. Two weeks had so far elapsed since my initial problem with the monitor - a little long in my book - but now everything seemed to be going fine at this point. (This was July 25, 2005.) This is, however, when my real problem begins. After nearly three weeks, and still no replacement monitor has arrived at my door, I again call BenQ Technical Support to ask about the status of my monitor. To my surprise, they explain that the monitor was, in fact, shipped on July 29, and delivered August 2. BenQ had never contacted me to tell me that my replacement monitor had been shipped; but still, this might have been good news. However, the monitor, in fact, had not been delivered; at least not to me. While still speaking on the telephone, I am told by BenQ Tech Support that I must contact UPS and make a claim. I immediately contact UPS, and am told that I cannot make the claim; the shipper must, in fact, make the claim. After again speaking with BenQ Technical Support, they indeed agree that they must make the claim, and they will follow up on my 'lost' monitor. (This was August 9, 2005.) I now wait the appropriate '10 business days' for the claim to be processed. During this time I receive several calls from UPS to discuss the specifics of the 'lost' monitor delivery. Finally, I again contact BenQ to see what is happening. They say that they know nothing about the claim, but agree to contact UPS. While I am on hold, waiting, they finally return to my call and tell me that UPS has agreed to pay the claim. As soon as they receive payment from UPS, they will ship my replacement monitor. (This was August 23, 2005.) Today is September 15, 2005. I have been without my BenQ monitor for more than 9 weeks. During this timeframe I have contacted BenQ Technical Support, via telephone, numerous times. Each time I have either been disconnected, or I have waited interminably to speak with a Customer Support Engineer. Not once during this 9 week period has BenQ contacted me - neither via telephone nor via e-mail - to provide me with any information about my monitor. Finally, last night I contacted the company one more time, and learned that indeed my monitor has been shipped!! Hooray!! However, they must have looked long and hard to find the slowest possible shipping method. After all of this time that I've waited, BenQ chose to send my monitor via a Fedex service I've never heard of before... even slower than the U.S. Post office! The shipment went out from their repair facility in California on September 9, and I will not receive it until September 16!! I guess there wasn't a slow boat from China (where the factory is located) available at this time. As Chief Information Officer and Chief Technology Officer for several large corporations, I have, in the past, had the opportunity to approve the purchase of technical equipment worth hundreds of millions of dollars. Never before have I seen such negligence in handling the 'after sale' problem of a customer; and never again will I put myself in the position where I am subjected to such negligence. It's really too bad that RateItAll doesn't offer a 'zero' star rating. BenQ could possibly be the first company in history to have earned such low marks.