ComplaintsforBenQ America Corp
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Complaint Details
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Initial Complaint
04/20/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I sent an email on 12/13/2020 to cancel order #EUS16591 after a website error that erroneuously caused this order. The order was not cancelled and I was charged. I wanted this error to be corrected and wish to be refunded in full. I sent an email on 01/09/2021 and have not heard back. I would appreciate having this corrected as soon as possible. Thank you for your time.Order #EUS16591. Order was placed for $799.99 on 12/13/2020 on https://www.benq.com/en-us/index.html. A website error occurred which erroneously caused this order-a duplicate order of our first purchase. We noticed this error and sent an email on 12/13/2020 requesting email to be cancelled, which is the recommended action by BenQ. We have been emailing/online chatting with BenQ for two years without resolution. **************** is no help and this matter has never been escalated as requested. I do not trust mailing back the monitor to them as they will not explicitly promise coverage should the package be lost in the mail. We have been stuck with an almost $800 paperweight for two years. I am requesting to be refunded $799.99 in full.Initial Complaint
10/27/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Bought a monitor, but was delivered by ***** (third party) to wrong address, filed a claim with ***** but no help cause the shipper supposed to do it, they stated the they have filed a complaint and it was declined because ***** stated the package was delivered, but never received the package, overall none of the companies have a resolution for me, the shipper and the ***************** please helpInitial Complaint
10/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On October 7, my Benq SW320 had a thin green vertical line in the monitor. I ****** information about this issue and found that this is error that been the display panel needed replaced. I called Benq Support and they confirmed that the display needed replaced. I would have a chip at my cost the display back to the service center in CA. They don't have any off-site or local authorized repair centers. It cost me $222 plus to pack, ship and insurance the monitor. They emailed me to offer to honor the warranty even though I didn't have an invoice. That was very gracious of them. The monitor retails for $1499.99. They received the monitor via *** on October 18 11:58 am. I had not hear a word from them. I emailed them with the *** Shipping Confirmation to find out what is going on. They returned that I would be updated after the warehouse opens at 9:00 am. I never got an update. I called the number on the email and got no where. I just got a lot of run around and they don't honor replacing.Initial Complaint
09/26/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On 8/23, I received a Return Merchandise Authorization for my BenQ ** **** projector that is under warranty and followed the procedure to return the projector to BenQ. I confirmed that BenQ received the returned equipment. On 9/13, I was advised that ***** would deliver the returned or replaced projector the following day on 9/14. ***** claims the package was delivered at 11:37 am on 9/14, and claims to have a signature as proof of delivery. I received a copy of the purported signature from *****. I was home at the time of the alleged delivery. The package was not delivered to my household. The signature is not my signature. My buildings security camera footage shows that the ***** driver didn't even enter the building until 11:47am, which is 10 minutes after they claim I signed for the package. Despite this evidence, BenQ refuses to replace the equipment, violating section 7 of the ** **** warranty agreement, which states that they retain risk for loss until delivered and signed for.Initial Complaint
09/02/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
My BenQ computer monitor is malfunctioning. It is still under warranty, but BenQ refuses to provide warranty service. The BenQ monitor’s screen works for 5 seconds at a time, then it goes blank for 1 second at a time. BenQ told me to try using another HDMI cable. I tried this and it did not solve the problem. Then BenQ told me that it was wrong to use an HDMI cable, and that I should be using a DisplayPort cable. I do not have a DisplayPort cable on hand. BenQ has stated that they will not provide warranty service until after I obtain a DisplayPort cable and find that it does not work. This is nonsense, because the HDMI cable has worked for over 2 years without previous problems.Business response
09/03/2021
Hello,
The warranty claim isn't being denied, however we do need to complete a series of trouble shooting steps in order to determine if it is in fact a faulty product or a different component. Our warranty outlines in "Obtaining Warranty Services" that BenQ and BenQ Authorized Service Provider reserve the right to refuse and return, freight collect, Products (i) that are not covered by BenQ’s warranty; or (ii) for which there is no trouble found. Products delivered to BenQ or a BenQ Authorized Service Provider with an expired RMA may be refused and returned, without prior notice, to the Customer freight collect.
In order to determine if a warranty claim is valid, we will need to complete trouble shooting steps which in this case include using different cables.
Customer response
09/03/2021
I have tested my BenQ monitor with the following two configurations:
1. A cable that is DVI on the graphics card end and HDMI on the monitor end. This cable was used to connect my computer to my monitor.
2. A cable that is HDMI on both ends was placed between my monitor and a second computer.
The problems with my screen flashing on and off persisted with both configurations. These two tests provide irrefutable proof that the problem is caused by my BenQ monitor, and not by my **** graphics card.
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Customer Complaints Summary
5 total complaints in the last 3 years.
0 complaints closed in the last 12 months.