 Buyer Beware Strengths: Good picture, initially. Good price
Weaknesses: Terrible customer service, terrible warranty service
Summary: While I do have to admit that when I first bought this TV I did think that it had a great picture and I did think that I got it for a very good price. That all changed when after owning the set for 11 months the picture completely went out on me. At least it was under warranty, and surely they would take care of me right? Wrong. In accordance to the BenQ warranty I did send the set in for repair, fortunately I had saved the original box and had a friend who through work was able to ship this for me at a discounted price. Had that not been the case it would have cost roughly $200 for the 2nd day air shipping that I got for a much more reasonable price. They did receive it and managed to get it back to me in about a week. However, the set was no more functional than when I sent it in for repair. I called to complain, and I must point out that getting in touch with their Customer Service Department and arranging for an RMA is no easy task, and was told, “no sweat, just send it in again and we’ll pick up the freight for you this time”.
Well, at this point I was not very confident in their ability to fix the TV that I had originally purchased and asked that they send me a new one. This is not their policy, so I asked for a supervisor who reiterated that it was not their policy to replace a faulty set but he could arrange to send me a factory reconditioned one but only after they receive the one that does not work. So, they did send out a call tag so that I did not have to pay for the freight to send my dead one in, they received it last Friday and supposedly they were going to 2nd day air me my reconditioned replacement. I’m still without my TV and this process has now been strung out for over a month.
I will never buy another product from this company and regret bargain shopping for a product like this. I have a fairly high- end system and I should have known better. But after getting convinced by my local computer superstore that BenQ was a reputable company that has made a name for itself in the business industry and would surely back it’s products as it tries to make a name for itself in the consumer market I got suckered in by the nice picture and reasonable price. Never again! I got sick of waiting and recently purchased a 40” Sony Bravia and would highly recommend that anyone considering this purchase to stick with a brand they are familiar with. As taken as I was by the BenQ picture initially, the product I have now leaves it in the dust and the store that I bought it from will service it in my home if anything should go wrong with it for the next 4 years.
I feel obligated to point out that according to the BenQ website they are now a $5.1 billion company, and that is just in the U.S. But they can not send out a new TV to replace one that went bad within a year to keep a customer happy. Nice.
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