Is MSY Trying to Pass Me off?

iTaco on 12/03/2019 - 11:49
Last edited 12/03/2019 - 12:32

I purchased a monitor from MSY less then 6 months ago, I thought it was relatively fine upon initial purchase, though I did not use it as heavily as what I have been over the past month or so. So since my usage of it has picked up I have also purchased another monitor of the same make and model.

Firstly I know (well I've been told) that IPS monitors have IPS glow and that not every monitor is the same (even though I have same make and model) I get that (sort of).

My issue is that the monitor purchased from MSY has like a (I want to say permanent) yellow tint over the screen, this is highly noticeable when both monitors display a white background https://imgur.com/a/S4jKPWq or https://imgur.com/l6b0jKh (monitor on the left is MSY). I have played with the monitor settings adding and removing colours, changed the warm/cool settings of the monitor but no matter what I change this yellow tint/haze is still present across the monitor.

I contacted MSY (complaints/feedback email) on Thursday asking what should I do about this, heard back from them almost straight away to take it into my local store, they also cc'd my local store who responded asking me to provide photos of my issue with the monitor before bringing it in. This monitor also has what I would call bad back light bleed in the top left and it appears to get worse the longer the monitor is turned on and in use (https://imgur.com/a/KIu0jDE).

Then again it also has issues around the right edge, where it is like the monitor struggles to power the colour along here, it appears dull and like a shadow over it. https://imgur.com/sZ7OJGz

My local store replied today with;

I just got the picture today.
Please let us consult first with the acer first, whether we can do the replacement or not, since it was bought last year.
Do you able to send us the tax invoice as well to this email please?

Who decides whether the monitor is faulty or not? For me it is faulty and I'd class it as major., considering I have another of the exact same make and model and I find it to be good. Also as to why the person has brought up that it was purchased last year, I don't see how that is relevant to me wanting to replace the monitor its not even 6 months old (I did tell them this)…

I realised my title might be a bit dramatic at this stage now that I think about it, but when I've spent a decent amount on this monitor I expect it to be practically flawless.

Edit 1. Had a reply from MSY after I replied to them saying its 6 months old

"Sorry, what I meant by not, is Acer might choose the option of repair, instead of replacement since it’s a minor problem.
Anyway, please let us consult with acer first and hopefully can convince them to get replacement."

I'd still like to know who decides what is a minor/major problem?

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Comments

  • misterpotatomato on 12/03/2019 - 12:13

    I certainly hope not

    EDIT: If the backlight bleed is as bad as what your photos show then I would take it back and state the ACCC rights. You can email them the ACCC rights and say that a "reasonable" person wouldn't accept that sort of bleed.

    I'm not a lawyer - if you get banned from MSY for life please don't blame me :) But I wouldn't accept that from there at all.

  • Ughhh on 12/03/2019 - 12:21
    +6

    They replied to you and retailers to have the right to consult with supplier/inspect the product, hardly trying to flog you off..?

    Also as to why the person has brought up that it was purchased last year, I don't see how that is relevant to me wanting to replace the monitor its not even 6 months old (I did tell them this)…

    Maybe there's a chance they no longer stock the product, thus can't provide replacement??

    • iTaco on 12/03/2019 - 12:30
      +1

      After I finished typing, I realised flog me off was a bit dramatic. They do stock the product and it's still made.

      I did just get a reply from MSY after I replied to their email telling them the monitor is not even 6 months old.

      "Sorry, what I meant by not, is Acer might choose the option of repair, instead of replacement since it’s a minor problem.
      Anyway, please let us consult with acer first and hopefully can convince them to get replacement."

      I'd still like to know who decides what is a minor/major problem?

    • MITM on 12/03/2019 - 14:44

      It's 6 months old so yes, you purchased it September 2018 - last year.

  • Gunther on 12/03/2019 - 12:31
    +4

    Isn't the expression "Fob you off"….

    "Flog you off" has completely different connotations!!

    • iTaco on 12/03/2019 - 12:32

      Ah yes, I think you're right. Don't know why I thought it was me flog me off.
      edit. actually I don't even know now whether fob off is the right term. just googled and google says to "cheat someone". They aren't really cheating me, just trying to pass it off?

      • HighAndDry on 12/03/2019 - 12:46
        +1

        Brush you off.

  • obit11 on 12/03/2019 - 12:42
    +5

    I mean at the end of the day, the manufacturer provides the warranty. All they want to do is see what Acer want to do. Perhaps they misworded it. If Acer are going to repair it, the retailer isn't going to want to resell a refurb. I could be wrong but I think retailers are within their rights to get products looked at.

  • oscargamer on 12/03/2019 - 12:43
    +6

    The manufacturer has every right to examine the screen and determine if it can be repaired or if they should replace it. It's their money after all. They are also looking to see if you have done anything to contribute to the problem. Which they are totally allowed to do.

    You are getting minor/major things confused. It hasn't reached that point yet.

    • [Deactivated] on 13/03/2019 - 09:26

      Every issue is a major issue.

      We're getting victimised here.

  • spackbace on 12/03/2019 - 12:43

    Anyway, please let us consult with acer first and hopefully can convince them to get replacement.

    Sounds like they're doing what they can so they don't have to inconvenience you. I guess a quick diagnosis based on pics is better than you waiting around the store for ages while they check it out.

  • HighAndDry on 12/03/2019 - 12:45
    +1

    For me it is faulty and I'd class it as major

    A very slight yellow tint is a major fault? Com'on.

    Edit: The third pic actually looks pretty bad. In any case, they're entitled to have qualified people (aka in this case Acer) take a look at it first.

    • HardlyCharly on 12/03/2019 - 13:36
      +2

      Clearly you don't do any photography, image editing, video editing, design work or art/illustration. That tint would make the monitor completely unusable.

      • HighAndDry on 12/03/2019 - 13:47

        You're right, I don't. But by all accounts neither does OP - at least not to a degree where colour accuracy is essential.

        And it's still wouldn't be a major fault, because that's not just a subjective determination based on what OP does - OP has to have made this clear to MSY when buying, or the monitor has to specifically be touted as having good colour accuracy, for it to be a factor.

      • dcep on 12/03/2019 - 15:34

        Yes, but there should be a difference in expectation between 300 bux low end IPS panel and $1k Pro IPS display specifically marketed for photography, image editing, video editing, design work or art/illustration.

        • iTaco on 12/03/2019 - 15:39
          +2

          This monitor is closer to $1k then it is $300.
          And I am studying Architecture, so graphics is pretty important to me.

          I have thought about buying a device to calibrate the colours on the monitor, but I don't think I really should have to spend extra to even get the monitors somewhat close. And seems playing with the OSD settings of the monitor the yellow tint/haze is always there. I'm not convinced a device to colour calibrate will fix this issue or even get it acceptably close.

          • dcep on 12/03/2019 - 15:40

            @iTaco: what model is this ?

            not a gaming monitor right ?

  • cille745 on 12/03/2019 - 14:11

    From my experience they're much more likely to help if you get back to them quickly, then they see it as an Acer problem rather than a MSY problem. I had a similar problem a couple years back. Bought a monitor with terrible backlight bleeding but bought it back in less than 24 hrs and they swapped it over no questions asked, funnily enough this happened again and I had to return the next one and they proceeded to give me another faulty replacement. After that they concluded it was a faulty batch and I got my money back. Because you've taken six months, they've probably assumed that the monitor was fine when it was bought and this tint has developed over usage.
    Still no reason to fob you off though

  • xuqi on 12/03/2019 - 14:33

    Acer's problem. I suggest also checking with Acer to check on their RMA process as it may be quicker to have Acer pickup the screen for repair/replacement.

  • NotCheap on 12/03/2019 - 15:20
    +3

    Are they both plugged in via the same type of connection; eg both HDMI or both DVI ?

    I've seen similar when one screen plugged in via DVI and another via HDMI (same video card) - one had a noticeably different colour that couldnt be corrected via the monitor's settings. Confirmed by swapping the connections on the monitors and saw the colour issue move to the other screen.

    Fixed by using DVI for both in my instance.

    Cheers

  • Nutrino on 12/03/2019 - 19:55

    Arnt there phone's that are the same model have this sort of characteristic?.

  • Gnostikos on 13/03/2019 - 15:13
    +2

    Dude, MSY didn't make the monitor and they didn't turn it on before they sold it to you. This particular kind of 'fault' is in a grey area where it's not exactly a DOA but it can be construed as an inherent manufacturing flaw but making that judgement call is tricky because if MSY replace/refund you immediately, they may not be able to actually RMA the unit because defective monitor policy varies a lot from manufacturer to manufacturer and even according to a lot of dead pixel policies, you can have a screen with a noticeable number of obvious dead pixels right smack-bang in the middle of it and still it won't be classed as "defective" by the manufacturer.

    I had a similar situation where MSY refunded me for some EOP/Powerline Adapters about 6-8 months after I bought them because an inherent defect with those particular TP-Link models only became apparent after using them for a long enough period of time. I brought them in, explained the issue to them and advised them there are dozens and dozens of support threads on TP-Link's forums of people experiencing the exact same issue going back several years and it seems TP-Link are aware of it but just don't give a sh*t. The guy told me he believed me but they still likely wouldn't be able to RMA it as once they're sent back, the manufacturer will test the adapters, find them to be "working" (as in they're not going to have them set up in a test environment for a month to diagnose the intermittent disconnection issue that happens randomly) and then deny their RMA. He said they'll refund me nonetheless because they don't want to invite any ACCC action but in cases like these where the product has a "delayed-onset defect", they cannot get the manufacturer to side with them. In the eyes of most IT hardware manufacturers: if it powers on and works for a bit, it's fine and your warranty claim is denied.

    Just be patient. MSY's cowboy days are long gone and they do the right thing a majority of the time in warranty claims and RMAs these days.

  • imcold on 12/04/2019 - 20:49

    Its up to Acer to decide whether or no they will consider it an RMA under the current warranty.

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