The complaint has been investigated and
resolved to the customer's satisfactionResolved ViewSonic — Bad consumer support
resolved to the customer's satisfaction
In late October, my 3 month old Viewsonic projector died. Their website promises a replacement within 48 hours. I called Viewsonic, got an RMA number, and shipped them the projector. It arrived to their facility on November 2, 2007.
21-Nov: I was told that they didn't have a replacement on hand, but that they'd send me one within 7-10 days.
30-Nov: I was told that there were no replacements in stock, but that the case would be escalated and I should call back next Tuesday.
04-Dec: I was told that there were no replacements, but they could offer me a PJ558D instead. I agree to this and I'm told that it will be shipped the next day via 2-day delivery.
10-Dec: I'm told that shipping can take 48-72 hours from the date on which I agreed. I should be able to call back tomorrow and get a tracking number.
12-Dec: "Brenda" has no new information. She will escalate the case to her supervisor.
13-Dec: "Mike" has no new information. He will escalate the case. He's marked it in the computer as urgent ship and it will go out on Friday. I specifically asked if I could call back on Friday and get a tracking number. He said yes.
14-Dec: Via Customer Service chat, Alexander S and I have the following exchange:
"You have been connected to Alexander S.
Alexander S: Hi! Thanks for contacting the Viewsonic chat support, my name is Alex, how can I help you today?
David Sumner: I am trying to find out about a replacement projector
David Sumner: that was to be replaced under warrenty.
Alexander S: do you have a case number?
David Sumner: VSA-[protected]
Alexander S: one moment
David Sumner: thank you
Alexander S: hmmm..apparently, your unit has been stuck in "to be shipped" since the 4th. We're switching computer systems this month, so that's probably what casued the delay...my apologies. I'll escelate the issue to have the replacment force-shipped.
David Sumner: Alex, I keep calling, and everybody keeps telling me that.
Alexander S: I understand sir, but at this point, and at this location, that's all I can do."
So, 6 weeks later, I have nothing. No projector, no replacement, and no clue when or if they ever intend to live up to their warranty.