Click to view our Accessibility Statement or contact us with accessibility-related questions
Showing 1 of 778 conversations about:
user666
9
Oct 13, 2014
bookmark_border
Mark
3186
Admin User
Oct 13, 2014
bookmark_border
user666LG deals with it, but if their resolution is unsatisfactory, please contact us at support@massdrop.com and we'll see what we can do.
Please don't speculate on what they can or can't do though. Most likely after you ship your monitor back to them, they'll wait until a new shipment of the UM94's comes in and ship you a new one. They're just trained not to promise anything specific "same or better model". If they ended up sending you something ridiculous, we'll certainly step in and deal with the situation. But start by trusting that LG will handle the situation cleanly, even if it's not perfectly transparent.
Please don't speculate on what they can or can't do though. Most likely after you ship your monitor back to them, they'll wait until a new shipment of the UM94's comes in and ship you a new one. They're just trained not to promise anything specific "same or better model". If they ended up sending you something ridiculous, we'll certainly step in and deal with the situation. But start by trusting that LG will handle the situation cleanly, even if it's not perfectly transparent.
user666
9
Oct 13, 2014
bookmark_border
MarkThanks for calming my nerves a little. Glad to know you can try to assist me with LG if they try to screw me over.
In most cases I've had to deal with RMA's I always end up with an inferior product. Seeing how they seemed to offer other users different options, should I try to call back and maybe ask for a supervisor who might understand these are in very limited supply and I don't want to wait another month or two for a replacement?
In most cases I've had to deal with RMA's I always end up with an inferior product. Seeing how they seemed to offer other users different options, should I try to call back and maybe ask for a supervisor who might understand these are in very limited supply and I don't want to wait another month or two for a replacement?
Mark
3186
Admin User
Oct 14, 2014
bookmark_border
user666Unfortunately I'm not sure if you have any great options. These is a brand new product, they don't have them sitting stacked up in warehouses. Shipping containers come in with them (all at once), and they immediately get deployed based on orders (like Massdrop). The fact that yours was either damaged enroute to you (most likely) or QC didn't catch it, really sucks. If you RMA it, I imagine as soon as they have a replacement unit available (I would ballpark 2-6 weeks) is when they would send it.
Are you looking for a refund?
Are you looking for a refund?
bigshmoop
5
Oct 14, 2014
bookmark_border
user666I have a very similar problem with my monitor, just not as big as yours. On light colors you can't see a problem but when the screen tries to make a dark image it comes up with a purple smear like you have.
From your last post it appears that LG routed you to the consumer area. You should call back and go to the commercial side. They will put you in touch with the DOA team and they will arrange for a brand new monitor to be shipped out to you.
Here is the e-mail I got back from Massdrop when I alerted them to the problem:
"To start the RMA process, you will need to contact LG directly, you can find the warranty information with your monitor but here is some additional clarification that we received from our vendor contact :
Regarding The customer service issue. I did speak with the supervisor and he did state that the best way to start the process is for your customer to call 888-865-3026 – option 1, then option 1 again. The main thing your customer have to make sure is to tell the representative the unit is the 34UM94-P and it is a commercial monitor and not the consumer model. It is possible they got the consumer and commercial monitors mixed up.
LG’s DOA policy is if the unit is under 30 days and it is deemed DOA, then the customer will receive a new unit as a replacement. This is for commercial monitors. Like I stated it is possible that the representative may have misunderstood and thought the monitor was a consumer model, which they will replace under 30 days and it can be refurbished unit.
With that said, if there is an issue please have the customer contact our customer service and have a service ticket issued and if there is an issue I am more than willing to speak to the customer service group again. ---------------------------------
I hope that helps clear things up. If you have issues with the customer service group, please have a service ticket issued and we can make sure that your replacement is processed accordingly as a commercial model!
Let me know if you have any questions or concerns!
Best regards, Henry
-- Henry Vu
Massdrop"
This model is a commercial model and has a better warranty/exchange than the consumer, I would call back.
From your last post it appears that LG routed you to the consumer area. You should call back and go to the commercial side. They will put you in touch with the DOA team and they will arrange for a brand new monitor to be shipped out to you.
Here is the e-mail I got back from Massdrop when I alerted them to the problem:
"To start the RMA process, you will need to contact LG directly, you can find the warranty information with your monitor but here is some additional clarification that we received from our vendor contact :
Regarding The customer service issue. I did speak with the supervisor and he did state that the best way to start the process is for your customer to call 888-865-3026 – option 1, then option 1 again. The main thing your customer have to make sure is to tell the representative the unit is the 34UM94-P and it is a commercial monitor and not the consumer model. It is possible they got the consumer and commercial monitors mixed up.
LG’s DOA policy is if the unit is under 30 days and it is deemed DOA, then the customer will receive a new unit as a replacement. This is for commercial monitors. Like I stated it is possible that the representative may have misunderstood and thought the monitor was a consumer model, which they will replace under 30 days and it can be refurbished unit.
With that said, if there is an issue please have the customer contact our customer service and have a service ticket issued and if there is an issue I am more than willing to speak to the customer service group again. ---------------------------------
I hope that helps clear things up. If you have issues with the customer service group, please have a service ticket issued and we can make sure that your replacement is processed accordingly as a commercial model!
Let me know if you have any questions or concerns!
Best regards, Henry
-- Henry Vu
Massdrop"
This model is a commercial model and has a better warranty/exchange than the consumer, I would call back.
user666
9
Oct 14, 2014
bookmark_border
bigshmoopYou were right. I called the number you gave me and got alot better support. They actually seemed to understand how unique this monitor is and now limited quantities there are. They said they didn't have it in stock, so she offered me a refund. I accepted. I'll probably just wait for the Dell version of this (if it ever comes out).
Thanks so much for that information. I owe you one.
Thanks so much for that information. I owe you one.
crazyg0od33
99
Oct 14, 2014
bookmark_border
user666can you let me know how your refund is processed? is it $850 or the $999 MSRP.
They told me that it may be given back to me in store credit - which MD.com doesn't have, so I didn't want to try a refund just yet. But if yours is processed back to the purchasing card, I'll try for a refund also.
Thanks
They told me that it may be given back to me in store credit - which MD.com doesn't have, so I didn't want to try a refund just yet. But if yours is processed back to the purchasing card, I'll try for a refund also.
Thanks
user666
9
Oct 14, 2014
bookmark_border
crazyg0od33This is what they sent me in a email:
"This letter serves as a guarantee of repayment to you in the amount of $849.99+tax per our agreement"
They are just going to send me a check once they get the monitor back from me. I don't think LG would have a way to put it back on your card.
They sent me a pre-paid label too. So if anything I'm really only out my time to re-pack it and return it to get a full refund.
They are just going to send me a check once they get the monitor back from me. I don't think LG would have a way to put it back on your card.
They sent me a pre-paid label too. So if anything I'm really only out my time to re-pack it and return it to get a full refund.
crazyg0od33
99
Oct 14, 2014
bookmark_border
user666cool thanks! THe guy on my end was not very helpful then, so it's nice to hear how they'd do a refund.
user666
9
Oct 14, 2014
bookmark_border
crazyg0od33They were not helpful for me either at first but I called the consumer line the first time.
Another user told me to call this number and it helped alot (comercial department): "call 888-865-3026 – option 1, then option 1 again. The main thing your customer have to make sure is to tell the representative the unit is the 34UM94-P and it is a commercial monitor and not the consumer model. It is possible they got the consumer and commercial monitors mixed up."
Another user told me to call this number and it helped alot (comercial department): "call 888-865-3026 – option 1, then option 1 again. The main thing your customer have to make sure is to tell the representative the unit is the 34UM94-P and it is a commercial monitor and not the consumer model. It is possible they got the consumer and commercial monitors mixed up."
crazyg0od33
99
Oct 15, 2014
bookmark_border
user666yup I had called the commercial number. Still not helpful :(
Oh well. I'll just keep calling.
Oh well. I'll just keep calling.
user666
9
Oct 16, 2014
bookmark_border
crazyg0od33I didn't even have to try to fight with them. They transferred me to a department that handles returns right away and then they pretty much said its not in stock and they offered me a refund. I'm sure you'll get somebody who knows what they're doing eventually. Good luck. Mine is shipping back tomorrow. If you keep having trouble I can get you the Rep's contact info that helped me.
crazyg0od33
99
Oct 16, 2014
bookmark_border
user666I'll let you know! I do have 3 years for this so if I can deal with it for now it's not a big deal. I'd prefer to try and replace it rather than get an $850 refund and then spend more on a new one at a physical store...
user666
9
Oct 16, 2014
bookmark_border
crazyg0od33I think the refund policy/exchange for a new one is only for the first 30 days. Otherwise I think the only option would be a exchange for a refurb or waiting for a new one. Though I'm not sure.
Drop Refurbished
Like-new products you can trustDrop Rewards
Get $5 for every 500 points you earn! Learn more
Drop Keyboard Club
Become a member and expand your keycap collectionCollaborate With Us
For Brands & DesignersFollow Drop
Edit:
Just got off the phone with LG. They said they will send me a pre-paid label for me to ship the monitor to them and then after the receive it they will send me a monitor of equal or better specifications. I tried to explain to them that it is in very limited supply and there is not a better monitor available. I asked if there were other options and he was pretty forceful on how it was going to be handled. I also asked if I will know what model I will be getting before they ship it and they said I wouldn't. So I have no idea what to think/do about this.
Any advice? This just seems like a huge hassle for a most likely outcome of a refurbished monitor with terrible backlight bleed when I paid for a new monitor. Does massdrop offer assistance with problems like this?