1/5

posted Jan-12-2010

I received my monitor ViewSonic VX2433wm 24" on Saturday. I purchased it NEW (not overstock/bstock/refurb/as is,etc) from entercomputers. The box was in perfect shape, and had no damage whatsoever. As I was unpacking it, I noticed two large scratches on the monitor. These scratches were present before taking the plastic bag off, and I'm not entirely sure how this could have happened during shipping. It also looks like the sticker on the back of the monitor listing the model/serial number has been removed/replaced/tampered with. There were also fingerprints on the monitor bezel, as well as a small scratch/dent on the side of the monitor's plastic bezel. I understand damage in shipping can occur (but the condition of the box is perfect, and the items inside were packed in such a way that they couldn't have shifted) but fingerprints? Further the dent/scratch on the side of the bezel is telltale, I simply cannot see how this damage would have happened during shipping. The damage to the screen is also disturbing, as I don't see how this could have happened during shipping, the plastic wrapping the monitor was not punctured, nor were there any items that could have scratched the monitor.

This monitor was clearly damaged before shipping, and likely is not new as advertised.

I would be happy to supply photographs of the damage in question, and understand the sooner this is resolved, the better.

Let me know when I can expect a return shipment label and a RMA.

Look at the return policy, which explains why I haven't received a response (7 day deadline), and I may even be charged LABOR for damages? And I'm going to have to pay a 15% restock fee because my item is technically 'working'?:

General Instructions

A Return Merchandise Authorization or RMA must be requested within 7 days from the date your merchandise was received, any other returns/exchanges past the 7 day policy will not be granted. The package to be returned must be received in our warehouse within 10 business days of the RMA issue date.
If you encounter problems with your order and already past the 7-day return policy, please contact the manufacturer directly ( see Tech Support for manufacturer phone number and contact information).
All returns must be packed in the original manufacturer's box.
We will absolutely refuse any manufacturer's box(s) that has been written on, or has any extra tape or markings on it and are not from our warehouse and/or carrier.
Make sure you return everything that came with your merchandise, such as manufacturer's accessories, cables, guide books, and/or warranty cards (unfilled ), etc. Merchandise must be in mint condition. It cannot have scratches or any other damages. (Any unreturned or missing accessories will be charged to your account based on accessory's manufacture value.)
Please note: The item returned for any reason but non-working, (within 7 days from the date your merchandise was received ) will be subject to a non-negotiable 15% restocking fee plus shipping charges. Your return will be inspected by the Service Department upon receipt. The restocking fee is assessed based upon the condition of the item(s) and determined also by the Service Department.
SHIPPING CHARGES ARE NON-REFUNDABLE
Also note: Once we receive the package, you will receive an e-mail acknowledging receipt and letting you know how long it will take to process the exchange. Please allow 5-7 business days for inspection once your package arrives.

If your merchandise is defective please call the manufacturer and get a case number. Follow the troubleshooting procedure first before calling Enter Computers ( see Tech Support for manufacturer phone number).
Defective Return is subject for replacement or exchange unless otherwise noted by the Case Manager.
If you wish to have a refund, there will be non-negotiable 15% Restocking fee plus freight charges which will be deducted from your credit.
Enter Computers will verify serial numbers and claimed defects prior to shipment of replacement unit or credit. Item(s) not found to be defective will deduct a charge of $75.00/hr minimum of 1 hour labor from your credit.
Missing or damaged items due to via shipping will be replaced or exchanged only.

This policy along with the number of people claiming they were sent refurbished/damaged/rebaged items seem to go hand in hand. I mean, I'm now essentially stuck with a monitor that isn't new, never actually received the product I ordered, and if I DO send it back (if I ever receive any contact from entercomputers, it's now been two days...) I'll likely end up getting hit for $80 to the entire purchase price of $188, as I'm guessing they can just claim the damage happened on my end, and charge me for all of it. What a great scam. Can't you see how that return policy is built to cover their behinds after they send out damaged/repaired goods and folks want a full refund?

Knew I should have put this one on the AMEX. Point blank, look at all the other folks claiming this same issue, refurbed/repaired goods sold as new, and then a little to no help from entercomputers.com


UPDATE:

After posting these reviews, enter computers found that Viewsonic had accidentally sent them a used monitor rather than a new one. They offered to replace the monitor, but I took a refund instead.

The matter is resolved (and was resolved promptly after posting this review), and all I can speak to is to the condition the monitor was received, that I did receive a full refund, and point a prospective shopper to other reviews, many of which are positive.

This review was modified by mikelz85 on March 10 2010 12:12:28 PM

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