Customer service at its usual worse…

Back on the 19th of August I took 2 of my BenQ E2400HD LCD Monitors in to be repaired. One had a slight color discoloration and another had a black band across the top right hand corner. I took them to Digital Domain a authorized service centre here in Adelaide. Everything seemed to be going fine and a week passed even though I was told 3-4 business days. I rang them and was told they had placed a part on order for both screens and BenQ was just having trouble getting the parts. Another few days went by and I rang them again and got told the same thing, however they added if I was so impatient I could ring BenQ in Sydney to find out what was going on. So I did that afternoon I rang Sydney and was told they had only just gotten the order of the parts the day before even though Digital Domain said they had done it 2 weeks ago and BenQ had already sent an email back within an hour or 2 requesting the monitors to be sent to Sydney for repair. The girl I spoke to on the phone promised me she would take care of it and follow it up with Digital Domain for me.

Another few days went by and I rang BenQ in Sydney and was told they hadn’t received the monitors at their service centre almost a week later, The girl on the phone even joked and asked were they being transported by camel. They eventually received the 2 monitors the week after. I kept ringing back occasionally to find out the status of the monitors until I was told the one with the black line had been fixed and was being sent back which I received on the 24th of September. (more…)

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