I purchased two Benq 17" LCD monitors (FP71G+) on December 30th, 2005.One of them crapped out in September (2007), and the second one a couple days ago (Nov, 2007). They both just stopped working in an instant, I believe the backlight went out.
I took them in for warranty service today (as they are supposedly covered by a 3 year warranty; including the backlight.. maybe?). I didn't have much luck. Appartently when I made the purchase I ended up with my credit card imprint and a declaration of warranty printed and signed on the stores letterhead (but no actual "receipt").
The service center suggested that the paper I had was just a document and had no relevance to the monitors.
When I got home, I read the warranty document that Benq had actually included inside the box with the monitors. It had a different story:
"If you cannot provide the original purchase receipt (sales receipt), the warranty period will be based on the manufacturing date-code shown on the monitor."
The date code shown on both monitors is May, 2005.
I was in luck. The written warranty from Benq provided with the monitor made it clear that since the manufacturing date was less than 3 years, they'd fix it.
I emailed the BenQ Latin America Corp, Service Department in Miami asking them to stand up to their written warranty. What I idiot I am!
I was told: "Also, be advice that our region's policy is not the same for other regions (i.e.: USA, Canada, Europe, etc.) You can find our warranty policy at our website. http://latam.benq.com"
A nice little bait and switch to screw the customers in Latin America. Include a printed warranty with the product and when you want service, refer them to a website that offers a different warranty.
I now have an US$880 or so pile of junk if I have any hopes of retriving it from the so-called service center.
Benq is certainly on my personal boycott list and I hope yours too.
Benq Latin America in Miami decided to make an "exception to policy" (not a change in policy) and honor the warranty as it was provided by them in writing in the monitor box when I purchased it.That is since it was within 3 years of the manufacturer date they would repair them under warranty.
In two days both mothers were ready and I picked them up with out any trouble.
One worked perfectly and has continued to work. The other rather than just being black showed the benq logo and then the computer screen for 2 seconds and went black.
When I picked up the monitors that had me sign a receipt that says the warranty is 30 days... I read that as if the same problem occurs they will only cover it for 30 days not until May of 2008 as stated in the printed warranty.
My wife took the still broken monitor back today with their 30 day warranty receipt and said they almost wouldn't take it without the original sales receipt.
Benq Latin America needs to get on the horn with the execs back in Tawain and have them change their policy to honor their warranty as provided in writing without harassing the customer.
