samneway Posted April 7, 2007 Posted April 7, 2007 Anyone knows what's the best way to feedback to BenQ? Had a terrible experience but when when I wrote in to their website its the same group of people I'm trying to complain replying. So there is no way to get pass them and seek justice. Basically PCS (BenQ thrid party servicing agent) replaced my projector board, and forget to put back the firmware version. When I call BenQ to ask for on site support, BenQ representative told me that overall my problem had been fix, and regarding the firmware not at its latest its a matter of upgrade, and should be a separate request. So in his perspective there is nothing wrong. My firmware was 0.49, they changed the board to a spare one and it became 0.44. There has been many concerns that the older firmware might cause shorter bulb lifespan, that's why I'm very concern. All I'm asking is for them to ensure they put back the firmware to its original version, yet BenQ staff told me that has to be another request and it's my responsibility to reflect the request before it was send for repair. Where is justice!!!!! It's like going for an operation and the doctor leave the scissors inside, can they tell you they fix your problem so there's nothing wrong?
desray Posted April 8, 2007 Posted April 8, 2007 Call their hotline and get the Operator to patch you thru the Projector Consumer's dept. There's this one Chinese young chap...forget his name liaoz...I think he can help you with your problem.
silencer13 Posted April 8, 2007 Posted April 8, 2007 BenQ is a Taiwanese company, this is the usual kind of service quality you can expect. I had a similar bad experience with DLink. Lucky mine was just a $50 product, in the end I decided to throw it away. From my experience (used to be in the customer support field), the best way for you is to go down personally and bang table. Typical chinese managers are very afraid to lose face. When customers go down and bang table, they will usually give-in 110%. Better if you are yellow haired. Make sure you speak to the manager, not some low level support guy. Get someone who can make decisions.
samneway Posted April 8, 2007 Author Posted April 8, 2007 I know names of two guys there, Kelvin Tan and Mr Song. Both are not the kind of guy I'm looking for. I know there is another product manager but when I called that day he wasn't free to attend to the call. That's why I ended up with all the frustration. I don't want to call back again and bang another wall. :'(
Recommended Posts