Usacomplaints.com » Electronics and household app. » Complaint / Review: Hannspree - Hannspree took 3 months to repair my monitor and returned it scuffed and scratched. #1103565

Complaint / Review
Hannspree
Hannspree took 3 months to repair my monitor and returned it scuffed and scratched

I purchased three brand new IL273DPB 27 inch I-Inc computer monitor made by Hannspree on Amazon on March 23rd, 2104. I sell them built into arcade machines and keep them in stock sometimes for a while before they are being used and sold. This was the case with one of them which stopped working only weeks after installing it and selling it to one of my arcade machine customer early 2015.

I contacted Hansspree within the one year warranty period and received an RMA return authorization number from them. On March 17th, 2105 I received an email stating "This e-mail is to inform you that your unit has been received by a Hannspree North America Service Center. Your unit should ship within 7-10 business days via FedEx or UPS Ground."

To make a long story short... They apparently didn't have my part in stock to repair it and Raymond from the technical team asked me to wait until the end of the week to provide me with a resolution when I contacted them on March 30th.

On March 31st they told me the case had been escalated and that it would take 2 to 3 days to get an update from their "warehouse".

Nobody contacted me with any type of resolution or update so on April 17th I contacted them again. Same story, nobody knew anything, still waiting for parts. To make a long story short, I spend hours on them trying to get them to speed things up or to send me a new replacement unit instead with no avail.

Basically, the hotline number connects you to a team in India who have no direct connection with the repair team who are supposedly located in California. They cannot make direct phone calls to them and have to rely on internal emailing systems only.

I was basically strung along until early June, basically 3 months after I had sent in my monitor for repair when they finally told me that the missing part had arrived from China and that the repair team was working on it.

On June 18th I received my "repaired" monitor via FEDEX in the original box which had not been reinforced at all for shipping and had sustained numerous blows. I had hoped that this would be the end of this horrendous customer service experience but when I opened the box, the monitor's bezel has been severely scuffed and scratched by their repair team. This monitor had never been in direct contact with the outside world since it was installed inside an arcade machine that features a glass shield in front of the monitor.

It is unbelievable to me that a company of that size would even dare shipping back a repaired monitor in such a deplorable shape.

I am now asking them to replace it completely or refund the money.

Do NOT purchase I-Inc or Hannspree monitors! Customer service is badly organized, you can expect huge delays, and even damages to your monitor while being repaired.

More importantly, if you ask one of the customer service reps to take concrete action they have no decision making power and cannot even call HQ or the repair team directly. Customer service is located in India and are unable to prevent what happened to me.


Offender: Hannspree

Country: USA

Category: Electronics and household app.

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