Store issues with return on projector with common fault.

[michaelcleo]

Hi,

Paid in cash and projector is now around 3 month old from new.

I ordeed from box.co.uk a Benq w710st annd a cheap screen.

Straight away i noticed that haldf the screen was brighter than the other, seeing as i had purchased the cheapest screen the store had i thought it was the screen at fault.

Getting a new screen though showed the issue still was present.

 

So on around day 40 i send the unit back to repairs, they repair it and send it back with exactly the same issue.

So i arrange another repair, this time they call me up and statte they cant fix the issue as its a problem with that specific model and its short throw nature.

 

I asked Box for a refund but i believe they are now ignoring my emails, as i have sent quite a few with no reply, i will phone on Monday with info from here if i recieve any.

 

Box asked for the details that i was told on teh phone by Benq repairs, they did'nt actually quote it the same as i was told via phone, i spose they did'nt want to put there foot in it but below is the message i got to send to box as proof of fult from Benq repairs ( Equinox )

 

We received a projector where the complaint was "darker on one side of the image".

 

We can see this phenomenon but it is only very slight. We have tried an alternative lamp and have replaced the optical engine but still there is one side very slightly darker than the other. We took a good machine from the warehouse and compared but found both to be exactly the same. We feel the machine is in good order and working within the limits of its design, we do not feel we can improve any further from its current condition

 

I just want somebody to give me a refund ( preferably )or a different model wether thats benq or Box.co.uk, £480 down and i'm not best pleased considering when i sent the benq back i went back to same shop and ordered a acer h5360bd which has no issues so i ended up with 2 pj's and only needed one and sadly one is packaged up not being used due to it's issue, i can't stand watching it as i easily notice a brighter and a darker side.

 

Would anybody be able to help me with solid info so when i call up i have something to say apart from i want a refund.

I'd be extremely greatfull.

Edited December 9, 2012 by michaelcleo

[BankFodder]

Start doing everything in writing or record your calls. this is very important.

 

Clearly the projectors are defective - and it is not only your model.

 

Write and tell them that you want a full refund or you will sue in the County Court within 14 days.

 

Don't make this threat unless you are prepared to go ahead. Chances of success are better than 90% on the facts you have given us.

[michaelcleo]

Start doing everything in writing or record your calls. this is very important.

 

Clearly the projectors are defective - and it is not only your model.

 

Write and tell them that you want a full refund or you will sue in the County Court within 14 days.

 

Don't make this threat unless you are prepared to go ahead. Chances of success are better than 90% on the facts you have given us.

 

Thanks BankFodder,

I have sent one last email explaining that they have nothing else instore that i would want and have asked for a refund, i stated i'll leave the email till Wedensday and then i'll call and ask to speak to a manager if possible, then if not sorted i'll start with teh recorded delivery letter and go from there.

 

Maybe i just have a bum dude i have been dealing with, i spoke once via phone and one via email so maybe asking to speak to somebody higher up may have a better effect.

 

I've used the shop a few times, i had no issues going back there and buying a different pj while i sent the other back for repair, i just hope they can treat a customer ok or they will lose me and i'll be sure as hell to broadcast the issue on various forums.

 

If i had to go to small claims court, does that cost me anything?

 

Thanks

[Conniff]

You really shouldn't talk to them on the phone unless you are recording the call.

[michaelcleo]

Just going to update this.

 

I have just recieved a call from the manager of box.co.uk, he was job done and dealed with the issue ok.

It looks like the dude i was emailing has'nt been replying when he should which just angers us customers.

So i was dealing with a bum dude at the store, hence the reason i came here to ask for info.

 

I'll happily go back and use the store again now i know they are ok and it was just a memeber of the returns staff that let them down with a lack of communication.

 

They have allso arranged to pickup so thats good news.

[michaelcleo]

Pj was picked up.

 

However i got a email from Benq this morning.

 

Dear Michael,

 

Thank you for your patience in this matter.

I have escalted this case to our product specialists and also to our head office in Taiwan.

the response I have recieved is that what you are experiencing is not seen as a defect but as a limitation within the specifications of this model. I can therefore not offer a refund or an exchange for another model.

 

 

 

Regards

 

Scott Ratcliffe

 

BenQ Europe

http://benq.co.uk

 

What do people make of that!

 

I'm dealing with the shop now so benq can go jump, i know ill not be buying anything benq again

 

Does anybody know the correct places to complian about this, they see it as a limitaion of the model and not a fault, i think benq may need a swift kick up the bum.

The only real problem is that not many people in this world have the w710st so theres no history of it really on the internet in various forums.

 

Recently lg released many 3dtv's with faulty 24p playback, they got told off and and had to pull the info from there sites ect, now people know that some of there sets dont support 24p so they dont buy that set.

Edited December 13, 2012 by michaelcleo

[michaelcleo]

Last update on this.

I have sent the relevent info to trading standards about benq and the model in question so thats that, wash my hands of anything benq.

 

I have now had a full refund in cash from box.co.uk, in the end all it took was alittle pushing and moaning but then i spose that's a normal-ish thing.

So i spent alittle while i was at the shop and will be using them again in the future.

 

As i was out of the return time i believe that was the reason for the hassle as it could of been returned straight away for a refund on day one if i'd of realised.