Sending back faulty hardware

Zewp

Zewp

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So I'm sending back a week-old faulty screen that has excessive backlight bleed in two of its corners. How does this normally work? Do most companies just exchange it for a new one or does it have to be sent back to the manufacturer directly for inspection?

Would be kinda **** if it's the latter. I was sold a faulty product and I don't feel like waiting a month for a replacement that might not actually happen.
 
stores tend to send goods in:

if not faulty, then they are stuck with a used item,
if manufacuter declines repair (not saying you did, but if the problem is caused by example dropping, then it is not a warranty matter).
or the supplier has an excellent condition refurb product (apple most common known, but others do it too, samsung, and a few others too) that gets issued as replacement on faulty goods.

so aa much as youhate the monitor being sent away it is in your, the store and the supplier's best interest.
 
if you bought it from Makro you will come out smiling, prob the single biggest reason I buy from them......weeks after they will let you credit an item without packaging even
 
Venomous said:
stores tend to send goods in:

if not faulty, then they are stuck with a used item,
if manufacuter declines repair (not saying you did, but if the problem is caused by example dropping, then it is not a warranty matter).
or the supplier has an excellent condition refurb product (apple most common known, but others do it too, samsung, and a few others too) that gets issued as replacement on faulty goods.

so aa much as youhate the monitor being sent away it is in your, the store and the supplier's best interest.
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I thought as much. If they sent me a refurbished thing back, I'd be beyond pissed off. That would be really unfair. As far as I'm concerned they sold me a defective product and I shouldn't have to settle for a second hand thing.

Have contacted Wootware so I'll see what they say. I either want a new one or I want my money back.
 
If it it is within 2 weeks when you bought it they should give you a new one as most screens , laptops etc has a DOA(dead on arrival) period but depends on the brand - if it is sum cheap imported brand don't expect to be replaced immediately.
 
Wootware says I need to personally take care to get it to their warehouse, after which they will send it LG for inspection and then LG will decide whether they will replace it or not.

I really think this is ****ing unfair. I bought a faulty product from them and now not only am I going to be out a monitor for a week or more, but they can't even give me a guarantee that I'll get a new monitor. If this had happened at Makro they'd probably exchange it on the spot and sort out the rest with the manufacturer in their own time.
 
Zewp said:
Wootware says I need to personally take care to get it to their warehouse, after which they will send it LG for inspection and then LG will decide whether they will replace it or not.

I really think this is ****ing unfair. I bought a faulty product from them and now not only am I going to be out a monitor for a week or more, but they can't even give me a guarantee that I'll get a new monitor. If this had happened at Makro they'd probably exchange it on the spot and sort out the rest with the manufacturer in their own time.
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Had to do that for the faulty LG 3d monitor I received, they wouldn't refund me, I went back in under 7 days and they wanted to send it to LG, so I had to wait a week before I got my refund eventually.
 
I just want a working monitor, though. I bought a faulty monitor from Wootware, therefore the responsibility lies with Wootware. If I dealt directly with LG I could accept that this is all dependent on them, but I didn't. I dealt with Wootware.

Now not only do I need to take time out of studying during the day as well as spend petrol money to physically deliver a monitor that I actually need for use during my exams, but Wootware can't even guarantee me I'm going to get a working monitor back. That's really just not good enough for me.
 
That's why I love takealot. Now you going to cough up money to RAM it back to them. Rather speak to LG direct or their distributor. Send it to them direct if they honour an exchange.

I had the same problem with a notebook I bought. Took them over 3 weeks to collect the notebook from the store. Bleeding problem was still happening. They didn't bother to replace the LCD.

Asked for a refund they didn't wanna do it at first... I insisted and told them you won't have a problem selling the notebook for R5999 I7 toshiba touchscreen the works.

It was faulty from the word go.
 
Zewp said:
I just want a working monitor, though. I bought a faulty monitor from Wootware, therefore the responsibility lies with Wootware. If I dealt directly with LG I could accept that this is all dependent on them, but I didn't. I dealt with Wootware.

Now not only do I need to take time out of studying during the day as well as spend petrol money to physically deliver a monitor that I actually need for use during my exams, but Wootware can't even guarantee me I'm going to get a working monitor back. That's really just not good enough for me.
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According to the toothless CPA you are entitled to a full refund.....again though, toothless
 
RichardG said:
I had the same problem with a notebook I bought. Took them over 3 weeks to collect the notebook from the store. Bleeding problem was still happening. They didn't bother to replace the LCD.
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Yeah, that's what worries me. LG will probably want to fix it up with new parts or they'll tell me the backlight bleed is acceptable. I don't want that. This is a week old monitor. I want a new one.

The problem is giving it a quick 5 min test at the Wootware offices or at LG won't make the issue as apparent as trying to play The Witcher 3 for an hour or 2 while you constantly have to squint when you look at the corner of the screen.
 
Zewp said:
I just want a working monitor, though. I bought a faulty monitor from Wootware, therefore the responsibility lies with Wootware. If I dealt directly with LG I could accept that this is all dependent on them, but I didn't. I dealt with Wootware.

Now not only do I need to take time out of studying during the day as well as spend petrol money to physically deliver a monitor that I actually need for use during my exams, but Wootware can't even guarantee me I'm going to get a working monitor back. That's really just not good enough for me.
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Which monitor/model? The 'entrier' ones are awful, fine for most peopl though.

In the case of light bleed, 'faulty' is often based on perception/sensitivity.

It's a tricky one. Unfortunately it's up to LG to decide, not Wootware (all suppliers act according to the manufacturer's discretion). I'm sure you'll get sorted though. Perhaps buy a Dell next, there's a good chance you'll be disappointed with the next LG...
 
Zewp said:
I thought as much. If they sent me a refurbished thing back, I'd be beyond pissed off. That would be really unfair. As far as I'm concerned they sold me a defective product and I shouldn't have to settle for a second hand thing.

Have contacted Wootware so I'll see what they say. I either want a new one or I want my money back.
Click to expand...

Most brands send a refurbishment back, in SA though we are probably luckier since being an outcast to the world, it is often easier to just replace.
Backlight bleed is so common, that it has to be rather bad for most brands to replace as faulty. If it's IPS panel it could be IPS glow.
 
PostmanPot said:
Which monitor/model? The 'entrier' ones are awful, fine for most peopl though.

In the case of light bleed, 'faulty' is often based on perception/sensitivity.

It's a tricky one. Unfortunately it's up to LG to decide, not Wootware (all suppliers act according to the manufacturer's discretion). I'm sure you'll get sorted though. Perhaps buy a Dell next, there's a good chance you'll be disappointed with the next LG...
Click to expand...

It's the LG 23MP55. The thing is everyone was going crazy about what a good monitor it was for its price point and even Pitbull here on MyBB loves his new one, so I decided to take a chance on LG. I normally swear by Samsung and I've often been told LG has quality control issues. Guess I learnt my lesson this time.
 
reactor_sa said:
If it's IPS panel it could be IPS glow.
Click to expand...

I thought so too, but the rest of the corners don't glow like that and it is incredibly annoying. The panel does have IPS glow across the entire panel, so this bleed in the corner is something completely different.
 
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It's definitely a pickle, I think everyone's mileage may vary.

My new monitor is a Dell ultrasharp, with premium warranty so I can request 1 replacement just for the heck of it. Convinced the price includes the replacement monitor though :/
 
Zewp said:
I thought as much. If they sent me a refurbished thing back, I'd be beyond pissed off. That would be really unfair. As far as I'm concerned they sold me a defective product and I shouldn't have to settle for a second hand thing.

Have contacted Wootware so I'll see what they say. I either want a new one or I want my money back.
Click to expand...

And here I was going on about the epic service I got form my order with them.

This is not on, I don't agree with this exchange policy at all. Will probably not buy from them again if this is the case. Makro is renowned for their exchange policy... Not impressed. Yes, and my screen is perfect. I would drive to Wootware and throw them with it if they told me that. You paid alot of money for it and now they say: "not my problem"?
 
Pitbull said:
And here I was going on about the epic service I got form my order with them.

This is not on, I don't agree with this exchange policy at all. Will probably not buy from them again if this is the case. Makro is renowned for their exchange policy... Not impressed. Yes, and my screen is perfect. I would drive to Wootware and throw them with it if they told me that. You paid alot of money for it and now they say: "not my problem"?
Click to expand...

Nah, Wootware has already said that based on the age of the screen they won't accept a refurbished unit if the screen is deemed faulty by LG. But it's the latter part that has me worried. We all know monitor manufacturers have wildly differing ideas of what is faulty and what isn't. Many of them don't even consider less than a certain amount of dead pixels faulty.

The bleed is not extreme, but it is annoying enough to always be noticeable and it causes eye strain. LG is probably going to tell me it's within acceptable parameters.
 
Well according to the CPA you should get a new replacement or refund as this doesn't fall under warrantee issues. Mileage on subjective issues like bleed do vary from manufacturer to manufacturer but if it's not within the norms for the price range you can still insist on this. The shop has nothing to lose as they can still sell a returned product in its original packaging if it turns out not to be defective.
 
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