Esquire Warranties

I have investigated the issue surrounding the LCD TV ,Firstly you fail to mention that you purchased two LCD TV’s on the same day on 30/03/2012 had them for one almost one year , in your PM you mentioned that it gave issues from day one ,, you should have brought it in within 7 days so we could have swopped it for a brand new one immediately if there was an issue according to our standard DOA policy , The said TV was booked in and sent to the supplier and came back from them that the screws are missing and that the LCD panel is loose inside the unit.

On your job Card you mentioned that the TV was ghosting and snowy , The unit comes on but has no picture nor can you use any of the menu functions , I have just checked the unit myself and can confirm that there is indeed two screws missing on the back of the unit and the base is badly scratched and has been badly mishandled as even the LCD screen has terrible marks ,it looks like the screen was cleaned with a hard cloth.

However to solve you issue we now we will swop-out the unit with a swop-out unit For the remainder of your warranty period , The technical Department will contact you once they have the swop-out unit on hand ,

Trust me no other company would ever entertain any claim like this if an item is tampered with or opened or badly mishandled –and I can confirm that the unit has been opened and screws are missing and does not display anything , It has been has been returned to us in that condition as warranty void from the supplier , Yet we will give you a swop-out from our own stock - It is unfair to mudsling us every time there is an issue as we try our very best to solve issues –as the supplier will not give a us replacement nor fix it under warranty.
 
rsifan said:
Esquire, doesn't the Returns/ Repair department at Esquire check if there's any issues like this before accepting it in?
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Indeed what I was thinking.
Esquire said:
I have just checked the unit myself and can confirm that there is indeed two screws missing on the back of the unit and the base is badly scratched and has been badly mishandled as even the LCD screen has terrible marks ,it looks like the screen was cleaned with a hard cloth.
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surely though then your receiving staff in the returns dept should check items returned to them and make notes? obviously they can't check electronics and stuff but they should notice missing screws, loose LCD and scuffed screen and make a note of these things.

Edit: Once received who knows if someone somewhere opened it up if no notes were made when received?
 
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Esquire said:
On your job Card you mentioned that the TV was ghosting and snowy , The unit comes on but has no picture nor can you use any of the menu functions , I have just checked the unit myself and can confirm that there is indeed two screws missing on the back of the unit and the base is badly scratched and has been badly mishandled as even the LCD screen has terrible marks ,it looks like the screen was cleaned with a hard cloth.

.
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Incorrect,the technician turned on the unit in the repairs department and confirmed the ghosting issue,and no neither I nor my parents opened up the unit

As you mention 2 were purchased and the 2nd unit is working perfectly thank you. Call it mud slinging if you will,I've stated my side,and I've been updating this thread with feedbacks I have received

If I was here to just complain and tarnish your name I would go complain on hellopeter,in fact I fully intend on thanking you accordingly for the effort of the swapout once it's received
 
rsifan said:
Esquire, doesn't the Returns/ Repair department at Esquire check if there's any issues like this before accepting it in?
Click to expand...

we do check for physical damage and missing screws , but these screws we missed as you actually cannot see them missing immediately unless you thoroughly scrutinise the product with a fine tooth comb , this was pointed out to us by the supplier , as they wanted to repair the unit under warranty and refuse to repair it after they saw the screws missing from the unit

Anyway it is water under the bridge now as we will swop out the unit and use it to build a fish tank
 
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Esquire said:
we do check for physical damage and missing screws , but these screws we missed as you actually cannot see them missing immediately unless you thoroughly scrutinise the product with a fine tooth comb , this was pointed out to us by the supplier
as they wanted to repair the unit under warranty and refuse to repair it after they saw the screws missing from the unit anyway it is water under the bridge now as we will swop out the unit and use it to build a fish tank
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I think you should have more clout with your supplier, heck maybe one of their technicians started opening it, or took 2 screws out in order to devoid the warranty.
Either way OP is sorted out and you get a cool fish tank.
win win in the end.
 
za1 said:
I think you should have more clout with your supplier, heck maybe one of their technicians started opening it, or took 2 screws out in order to devoid the warranty.
Either way OP is sorted out and you get a cool fish tank.
win win in the end.
Click to expand...

to be honest we have sold over 4000 of these TV’s since last year and had 8 units back for RMA and had 6 repaired and two swopped out, this is first one that had come back with an issue with of warranty void.

However we also have to abide to the suppliers rules and policies in terms of warranties.

@ PsyWulf

for future please do not use a hard cloth on the LCD Screen purchase one of these Manhattan cleaning kits for your screens and monitors
http://www.esquire-shop.co.za/FindCategory.aspx?SelectedGroup=Cleaning+Kit
 
Esquire said:
to be honest we have sold over 4000 of these TV’s since last year and had 8 units back for RMA and had 6 repaired and two swopped out, this is first one that had come back with an issue with of warranty void.

However we also have to abide to the suppliers rules and policies in terms of warranties.
Click to expand...

Ok issue has been sorted, water under the bridge and all that but...
My point exactly!
You have sold over 4000 units and your supplier can't make an effort to sort out one problem, missing screws or not, really? They still void a warranty.

If you had purchased 4000 TV sets from me (no I don't sell TV's :() I would bend over backwards to sort you out, especially as your RMA is so low, sheez what a **** supplier.
 
Esquire said:
for future please do not use a hard cloth on the LCD Screen purchase one of these Manhattan cleaning kits for your screens and monitors
http://www.esquire-shop.co.za/FindCategory.aspx?SelectedGroup=Cleaning+Kit
Click to expand...

Thanks,i've told my parents to only use a screen cleaning cloth in future :)


I asked my mom if anybody came near or opened the screen and I quote
Mom said:
Se Gat!!!!!
Dan was dit da by hulle!!!
Click to expand...

I know my parentals have the fear of religion of touching technology:p,that's why I have to deal with stuff like this,they definitely didn't come near a screw,inside or out. I'll definitely make a note of taking photos etc for future warranty issues with any supplier for sure :)

But anyway,thank you for the response and effort
 
Yeah, I always take great pains to photograph everything that I return under warranty, to the point of being anal about it, much to SO's annoyance.

Most times it turns into wasted effort, but I see it as an insurance policy.
 
lol @ the fish tank

this is excellent customer service and very nicely resolved, win win for everyone
 
nice one esquire. must say that OP is indeed lucky to have a swop-out if condition is as esquire describes.

but all is well.
 
za1 said:
You have sold over 4000 units and your supplier can't make an effort to sort out one problem, missing screws or not, really? They still void a warranty.
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Imagine they are big guys selling 400000 a year and having strict policies. How Esquire stands against them?

There is something wrong with the service, I think. If there were no picture when receiving TV at the Esquire desk, it would be relevant note on the receipt. So in my opinion they attempted to repair, something went wrong and they didn't even bother to assembly it back, hence lose LCD, missing screws and no picture. If only screw were missing, they would find it on the beginning and refuse to open it, due to policies, blablabla...

However Esquire is too small to fight such misbehaving.
 
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Well done to Esquire for replacing the set!

I remember being caught out by Vodacom repair centre in Menlyn.
Sony Ericsson K810i warranty issue, specifically also had them take in my battery due to it overheating (stated so much on the inventory slippy) and almost got shafted when I got my replacement 3 weeks later but the centre tried to fight me on my battery. In the end I got a used unit from the back, but seriously OCD with documentation ever since.

Touch wood!
 
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