I received a Defective BenQ Gaming Monitor, that was not as described on the Amazon.com website. They refused to send me a return receipt & money back
I received a Defective 1 of: BenQ ******* 24-Inch Screen LED-Lit Professional Gaming Monitor. Order #: XXX-XXXXXXX-XXXXXXX purchased on Amazon.com on October 12, 2015. within the 30 days return policy and they refused to send me a return label by UPS or USPS. They are forcing me to keep the defective monitor that they sent me, and do not want to give me a full refund to my Amazon Credit Card for the amount of $336.50.
I want the business to send me the return label to return the BenQ gaming monitor, that they send me that was defective and not specified as it was described in the product description. I want a full refund of my monies back to my Amazon Credit Card.
The order was placed on October 12, 2015 and was delivered on the 17th via FedEx tracking # XXXXXXXXXXXX. It was 30 days after the transaction occurred when we received his request on November 12th. Even after the 30-day policy, we were willing to make a 1-time exception and we reached out to him and spoke on the same day. We offered to replace the unit but he declined. In which case, we asked for photos of the unit - serial number and another that demonstrates the issues he is having as he claims the unit to be defective. The product has manufacturer's warranty - all the customer needed to do was register it and BenQ will assist him with the issues he is experiencing with the monitor.
On November 17th, we still hadn't received any photos or additional information and followed up with the customer via email with a date to respond by (November 20th) as it has been more than 30 days. We had given him enough time to respond even when our policy states we only have 30 days from date of purchase to accommodate his request yet we extended it through November 20th. The case was then closed on November 24th due to the fact that there was lack of response by the extended due date.
It was on November 25th, after the case has been closed, when we received the photos. By the looks of the photos, it seems to be a setup issue. However, the customer was adamant to return it even after 13 days pass *** policy. We have given him more than enough time to make his case but he did not comply nor cooperated with us. We understand that there may be an issue with the product - this is where the manufacturer's warranty comes in. Surely, BenQ will be more than happy to assist the customer and stand by their product.
(The consumer indicated he/she DID NOT accept the response from the business.)
I order the BenQ Monitor on Octuber 12, 2015, and it arrived on Octuber 17, 2015. I gave them numerous phone calls to report and request a return label before November 12, 2015 which they ignored. On November 12, 2015, I requested through amazon a RMA return label, which they refused. (Before Nov 17,2015) Because my computer power supply was damaged and I had to replace it. Amazon.com knew that I was within the 30 days return policy, they refused to give me a full refund of my money back and sent me an email, telling me that their return policy was of only 20 days, which is totally false. Why do I have to be responsible for defective comnputer monitor in behalf of CompuBizUSA? Then I will have to pay for shippling and handling charges. Purposely, ComnpuBizUSA have ignored all my request since I explain in great details the problem of the defective BenQ monitor, there was no need for me to take pictures of the monitor, since I already sent them through Amazon.com email system all the details of the problem with the monitor and they knew the serial number, and all the details of the product in their inventory, because it is in the label of the box. My configuration of my computer was perfectly fine and worked perfect with one of my Asus 1080p monitor. except with the BenQ gaming monitor that they shipped out to me. Also I am a computer technician and I contacted BenQ technical support and they confirmed that the monitor was shipped to me defective. As a courtesy I sent them pictures from my cell phone, but was unable to send to them, because the megapixels was too big for hotmail to send to them, but there was no need I explained to them with great details the nature of the problem, so they already knew and ignored my request. I still want a full refund to my Amazon.com credit card of my money back, because this brings me further damages.
Final Business Response
We stand by our original statement. We have given Mr. ***** ample time to provide the information we requested after our return policy had expired. It was only when we reminded him days after that we will close his request due to lack of response did he complied and sent us the photos. By then, he had also filed an A-to-Z claim with Amazon on November 24, 2015. After the investigation launched by Amazon, the claim was denied.
As the photos indicate it to be an issue with the product, the unit has its manufacturer's warranty. Any problem and concerns will surely be assisted by the manufacturer - BenQ.
We wish Mr. ***** all the best and hope he has a happy holiday.