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Displays HP ZR4w - Stuck pixels and Customer Service

Discussion in 'Hardware' started by Zurechial, 25 Mar 2011.

  1. Zurechial

    Zurechial Elitist

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    I recently bought a HP ZR24w on advice given here and I've been really enjoying the display; but a few days after getting it I noticed there was a stuck blue sub-pixel near the center-right of the screen.
    It wasn't that noticable, but once you know it's there you constantly look for it, to the point where it becomes an insufferable irritation on an expensive new 24" IPS screen.

    So, on Tuesday I called the customer service of Misco.ie (who I had bought the display from) and they told me that it was outside of 30 days, so I'd have to contact HP directly.
    Now.. It wasn't outside of 30 days by my reckoning, I only had the monitor for a few days; but I had purchased it more than a month previously and had to wait for stock so it was technically 30 days since ordering.
    I didn't argue with that, as I figured it'd make more sense to just contact HP and see how that went first, anyway; especially since everyone I spoke to at Misco had been quite good from a customer service perspective all the way through the buying process.

    I called HP and did the usual business of trying to find the right category (Press 1 for desktop PCs, 2 for server support..etc) and eventually got through to one of their agents at the home PC department, since it was the closest match I could find out of the list given.
    A very rude and gruff guy with a middle-eastern accent who sounded like he absolutely hated his job answered the call (after about 10 seconds of shuffling noises as if he were looking for the fun under a pile of papers), then shortly told me that his wasn't the number for displays and forwarded me on to their workstations line without warning.
    Now.. Maybe it's just me, but there was no mention of displays in the number callout and I didn't associate standalone displays with workstation support, but I digress..

    The guy who picked up after that was a breath of fresh air. A friendly, chatty American with perfect diction, who sounded like he was actually enthusiastic and eager to help.
    Not only was he pleasant to deal with on the phone, but the discussion of the actual fault went as follows:

    Him: "So you're calling about a display, right? I see from the serial number that it's a ZR24w?"
    Me: "Yeah, that's the one. It's got a stuck pixel shining bright-blue near the center of the screen."
    Him: "Gah, that's irritating; I know how it is. Could you give me your address?"
    Me: "[Gives address]"
    Him: "Alright, since your display is warrantied on-site until March 4th 2013 we'll get an engineer out to you within 5 business days to replace the display."

    Wat.

    So, the very next day (Wednesday) a specialist from one of their Irish contractors/subsidiaries (Datapac) called, looking for directions to the house.
    He, too, was friendly and eager to help. Unfortunately the replacement panel he brought also had a stuck pixel, this time a green one above the center of the display. :duh:
    He called HP there and then to report the replacement as DOA and argued the zero dead pixel policy on my behalf with whoever was on the phone, then told me he'd return between then and Monday with another replacement.

    He came by again today with a brand new ZR24w and here I am just 3 days later with a seemingly faultless replacement model.

    All I can say is major kudos to HP and Datapac. That's how it should be done. I won't hesitate in buying another HP monitor when the time comes, that's for sure.
     
  2. Smilodon

    Smilodon The Antagonist

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    Actually, that's a pretty standard way of handling warranty on business products. ;) As opposed to consumer products business products are often sold with onsite warranties with "next business day" response.


    You get what you pay for. :)
     
  3. Zurechial

    Zurechial Elitist

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    Yeah, I figured the fact that it was one of their high-end models had some influence on the outcome, but it was still really satisfying to get that kind of service for once as a consumer! :D
     
  4. GoodBytes

    GoodBytes How many wifi's does it have?

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    That is why I ALWAYS call Small Business section to place an order with Dell or HP or who ever. Same price, and you get way better service.

    As for laptops... you pay more, yes, but not only it's worth it due to the better warranty, but your system has better thermal engineering for cool and quiet operation, higher quality parts, and more solid build.
     
  5. Smilodon

    Smilodon The Antagonist

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    Indeed.

    On a spec sheet (and in real life) business models may look very boring, but at least they are built to be used, not to look good on a piece of paper.
     
  6. azrael-

    azrael- I'm special...

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    Except for the "executive models". They just need to look good, as they're hardly ever used to do proper work... :p
     

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