Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/05/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a computer monitor from ALOGIC on 6 July 2024, and since the beginning I was having issues with their product. We had regular conversations about fixing the issues. There were multiple videos and pictures sent to Alogic showing the issues. While speaking with Alogic tech support, they diagnosed it as a faulty cable, so they offered to ship a replacement cable. I waited for the new cable to arrive, but it never did. I contacted Alogic again, and they offered to ship a replacement monitor. Credit where due. I thought this would fix the concerns The new monitor arrived, and the same problems existed. I contacted Alogic through the same support ticket that we had been using since the beginning. They requested new videos and phone calls to show them the same issues that were already discussed. I was frustrated with the repetitiveness, but I still sent the new videos. When they could not fix the problems, I stated that we should just return the product, refund the order, and go our separate ways. Alogic originally said they would send a return shipping label, and then changed their mind and stated the return window was closed. This is when my patience ended. Alogic continued to request videos that were already sent to them, and request phone calls that were already had. Now they ignore my communications As of this time, new failures with their product are occurring. There is now a dead pixel in the display, and the original failures remain * It is not an issue with my computer, as it works fine with other monitors This product is still under warranty until July 2026 I would prefer a full refund, as we have already tried the replacement route, and the new monitor is worse than the original. So a 3rd attempt seems like a bad option for both sides. If they send a return shipping label, I will gladly send them back their failed product. in its full original packaging Our conversations were had spread over the past year A mediator would be helpful Thank you

  Business Response

  Date: 12/05/2025

  Hi Team,

  We have attached details of multiple conversation we have had with the customer.

  We have offered to troubleshoot and resolve the issue, if needed we will replace the unit if it comes to that.

  But customer has not been willing to troubleshoot the issue.

  Thanks 

   

  Customer Answer

  Date: 13/05/2025

   
  Complaint: 23254214
  
  I am rejecting this response because:

  We have already attempted to resolve these issues via phone calls on multiple occasions. All attempts failed. That is why they sent the first replacement product.  I am not turning down a troubleshooting phone call as they claim, I am saying they have already been conducted. How many phone calls are required before Alogic determines that phone calls are no longer useful?  How many replacement products must I receive before Alogic determines a replacement is not good enough? The most recent issue of a dead pixel, it is a hardware issue. Unsure how a phone call fixes this problem.  Even if this is possible, it does not fix the original issues discussed with Alogic over the past year. 

  Returning and refunding this order is the best solution, as it will save both sides time and headaches. 

  Unsure why it is such a difficult option for them to refund a single product.   1 product. 

  
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 20/05/2025

  Hi Team @BBB

  Please note, we are ready to help customer as per our warranty policy.

  We have reached out to the user several times to resolve this matter, we have also clearly offered to troubleshoot & identify the issue, and when the fault is isolated we will provide a replacement unit (New)

  As per our agreed upon warranty policy we are cannot refund the amount, as we are able to service the customers issue.

  Thanks & Regards

  *****

  Manager, Customer Experience Team

  
  

  Customer Answer

  Date: 21/05/2025

   
  Complaint: 23254214
  
  I am rejecting this response because:

  The business continues to ignore the fact that we have already been through this process, and they have already replaced their failed product.  How many failed products must I receive before they decide to move on from this single sale? Clearly I have had a terrible experience with their product. It is a single product and a single sale, and yet they continue to make it worse and blame the customer.  

  They have also not tried to contact me in weeks. And when they do send emails, they are generic messages that never address the actual issue. It's a robotic message they shows zero empathy towards the customers horrible experience. They say the "right thing" during this process, so it appears they are making an effort, but the reality is, they only want to repeat the failed process already attempted . They never address that we have already had the troubleshooting phone calls on multiple occasions.  They have already replaced this product.  Why do they continue to waste time requesting to repeat the process that they have failed at already? At what point do they accept that their product does not work for this individual customer, and show some form of interest in their customers horrible experience? This is wasting both of our time for a relatively small sum of money.  

  Solution - It is only a single item - Send a return shipping label - Refund the item - And lets move on from this disaster of situation. 

  2nd Possible Solution - Offer a solution better than the failed process already attempted. 

  Send me a different product, as clearly this current product does not work for me. 

  
  Sincerely,
  
  **** *********

  Business Response

  Date: 04/06/2025

  We remain committed to supporting our customer and resolving the matter in good faith, in line with our warranty policy.

  We acknowledge the customers frustration and the experience theyve had so far. While we have previously replaced the monitor, we have not yet had the opportunity to perform structured troubleshooting steps on the replacement unit. We are therefore proposing a fresh approach to this situation.
  
  We are more than willing to schedule a troubleshooting session at the customers convenience. This will help us assess the specific issues, including the newly reported dead pixel, and determine whether the replacement monitor is indeed faulty. If any fault is identified during this process, we will prioritize sending out a new replacement unit immediately.
  
  Our intention is not to revisit previously completed steps, but to ensure all remaining possibilities are thoroughly examined in a respectful and constructive manner. With the customers cooperation, we are confident that we can work toward a resolution that addresses their concerns.
  We genuinely value our customers and are fully committed to supporting **** within the scope of our warranty policy to ensure they receive a fully functional product.

  Customer Answer

  Date: 08/06/2025

   
  Complaint: 23254214
  
  I am rejecting this response because:
  

  Alogic claims to propose a fresh start by proposing the exact solution they have already attempted at and failed.  How can I take them serious when their new solution offers no change to the conversation. Their words fall flat and are hollow of meaning, as their fresh start is the same as the old one.  Alogic cares more about keeping a single sale than they do about their customers horrible experience with their product and company.  This could have been a simple process, but Alogic will fight till the very end to make sure they keep an individual sale.  1 monitor! 1 sale!  Money money money!! How many sales are my negative reviews online preventing? Maybe none, or maybe more than 1!

  As they are concrete in prolonging this terrible experience for their customer, I will do my part in bending to the needs of Alogic yet again!  

  They can call me on Wednesday, June 11 at 5:00 MST.   

  They have my phone number, but they can email me to confirm; especially since they claimed to contact me before, and I have no evidence of these missed calls on my phone or in my voicemail.

   

  Sincerely,
  
  **** *********

  Business Response

  Date: 11/06/2025

  Hi ****,
  Thank you for your response, and we appreciate your willingness to continue working with us toward a resolution.
  Just to clarifydid you mean 5:00 AM or 5:00 PM MST on Wednesday, June 11?
  We want to ensure we're available at the correct time to speak with you.
  Additionally, we kindly request that the monitor be available, connected, and powered on during the call so we can perform the required checks efficiently.
  Were committed to making this process as smooth as possible and appreciate your cooperation.

  Customer Answer

  Date: 14/06/2025

   
  
  Complaint: 23254214
  
  
  
  I am rejecting this response because:

  We have yet again conducted the Alogic troubleshooting phone call, and yet again, the same problems remain. The recent phone call offered no new insights that were not discussed in past calls, aside from keeping my laptop connected to its power source while using their monitor; which defeats the purpose of their monitors power delivery option.  * One of the selling points of the monitor *

  While I corrected the faulty pixel issue myself, this issue has gone and came back twice before, so I do not trust that this issue will not return for a 3rd and possibly more permanent time in the future.

  As requested of me yet again, I have sent Alogic new videos showcasing the same problems... yet again! They seem to lose track of these videos quite often.  I believe I have sent them close to 10x videos showcasing this issue.  We have conducted multiple phone calls troubleshooting the issue. They have replaced the unit once before, yet the problems persist. Are we finally at a stage where Alogic will take responsibility for their faulty product line? What other excuses are remaining?  I have wasted hours of my time helping Alogic understand and troubleshoot their product.  Enough is enough. 

  I paid Alogic for a monitor... Alogic has that money. They got paid!  

  For that money, I have a monitor that does not work as advertised!

  Refund this single order and lets finally part ways!  It is only one item, Alogic.... ONE!  

  Why are you fighting so hard to keep a single sale?

  Here... since Alogic is desperate to keep this singe sale.... send me a different monitor, from a different product line.

  Send me your new 5K monitor, maybe your newest product has worked out all of your bugs and issues.   Solution?

  Alogic keeps stating they are committed to ensuring customer satisfaction.... when does that repetitive statement become true?

   

  Sincerely,
  
  Jody O'Donnell