I have a DW1640 bought in August, and now it’s 50/50 as to whether it will eject its tray or not (if I paperclip it, it will sometimes come back to life for a little while - probably just a worn tooth in something or otherwise a simple mechanical problem). Benq support quickly agreed that this was a defective unit and they should replace it.
Last week, I called with this problem, they told me they had no replacements in stock to send me, so they can’t replace my drive under warranty, and they don’t repair, so there’s nothing they can do. No replacement 1640s, 1655s, 1650s. They don’t even currently have replacement DQ60s (though I would scream bloody murder if they tried that swap!). Nothing. But they were expecting a shipment of replacement drives any day, so try in a week.
I called this week, and guess what? No replacements, and now the magic shipment of replacements isn’t due until mid-March.
I asked them what I’m supposed to do, with a defective product and a hypothetical warranty they are unable to honor. I didn’t get any useful answer.
So I just wanted to let folks know how poor Benq’s warranty service is here. They failed to maintain enough replacement stock in order to actually honor their warranty and they have no process for dealing in a timely manner with the exception case of running out. And they also have absolutely no escalation procedure - the support folks absolutely refuse to get anyone else on the line or to do anything to escalate the problem to their management. They just don’t seem to care.
I bought a retail drive for the one year warranty. Which Benq is not honoring. I got ripped off.
If you’re considering purchasing a Benq drive based on the rave reviews around here (as I did), be warned that Benq’s warranty service is poor, cannot be depended on, and you shouldn’t pay any more for it.
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