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keyboard_arrow_downDuncan
3731
May 29, 2018
Hey @Anzial,
First of all, I totally hear the frustration you’re experiencing with this. It’s never great to lose a monitor, and then also have an issue with the warranty… doesn’t make for a good time.
We had the team review the drop that you joined, and unfortunately, there was no warranty included in that drop. We also confirmed there were no edits made to the page in the recent week whatsoever as there was simply no need for us to do that.
There have been many iterations of this particular drop, including when we had a ‘Bazaar’ where we sold limited quantities of inventory we had, which included the original monitor you purchased. The more recent runs of this drop do have warranties though, so I think that’s where all of the confusion is coming from.
All of that being said, our team has escalated your issue and we’ll be following up with you directly to help you out. We understand the confusion and frustration and definitely want to help clear up any misunderstandings, but above everything else, we don’t want to lose your trust.
You can hit me up on email (duncan@massdrop.com) if you want to reach out to me directly, but as I mentioned, our team will be in touch with you to give you a hand.
Thanks, Duncan
First of all, I totally hear the frustration you’re experiencing with this. It’s never great to lose a monitor, and then also have an issue with the warranty… doesn’t make for a good time.
We had the team review the drop that you joined, and unfortunately, there was no warranty included in that drop. We also confirmed there were no edits made to the page in the recent week whatsoever as there was simply no need for us to do that.
There have been many iterations of this particular drop, including when we had a ‘Bazaar’ where we sold limited quantities of inventory we had, which included the original monitor you purchased. The more recent runs of this drop do have warranties though, so I think that’s where all of the confusion is coming from.
All of that being said, our team has escalated your issue and we’ll be following up with you directly to help you out. We understand the confusion and frustration and definitely want to help clear up any misunderstandings, but above everything else, we don’t want to lose your trust.
You can hit me up on email (duncan@massdrop.com) if you want to reach out to me directly, but as I mentioned, our team will be in touch with you to give you a hand.
Thanks, Duncan
Anzial
1494
May 31, 2018
DuncanNot going to argue about website contents, all I remember that when the monitor died the link from my purchase was pointing to the webpage where warranty was mentioned and now it's pointing to another webpage where warranty is not there. In any case, I can't prove anything since I did not take screenshots as I did not expect that I will need to prove something, all I wanted to say that this is not the first time when descriptions on your website are missing, incomplete or contain wrong information which leads to situations like this.
I do appreciate the solution offered by your support and happy to report that it did restore my trust in this website.
I do appreciate the solution offered by your support and happy to report that it did restore my trust in this website.
Duncan
3731
May 31, 2018
AnzialI understand what you're saying. The re-utilization of our drop pages, I believe, may be the core cause of that, but at any rate, I appreciate your comments and calling that out. Helps us take a closer look at things.
If you ever have any issues or questions in the future you can always feel free to get in touch with me. Take care. :)
If you ever have any issues or questions in the future you can always feel free to get in touch with me. Take care. :)
aenohneemouse
0
May 27, 2018
Seems like MD went from a numbered system to a named system for drops sometime in the past. Reason I'm mentioning that is because of this...
Anzial's [MD] product link (has no warranty info): https://www.massdrop.com/buy/16373/
MD named link (with 3 year warranty): https://www.massdrop.com/buy/lg-31-digital-cinema-4k-display#description
Keep in mind that I'm not on anyone's side, but companies (especially resellers) / people make mistakes "all the time" like typos, incorrect descriptions, wrong pictures. However just because it happens "all the time" the time does not mean it is justifiable nor acceptable.
The numbered link which you provided was probably using MD's numbered system at the time you purchased it. The named link was probably created after.
If MD says that no warranty is applied to items that do not list a warranty then it is what it is.
Did you ask and receive an answer about your warranty FROM the company around the time of purchase? If a community member answered the question around the time of purchase and not MD then isn't entirely at fault (they should have corrected individual [time and staff permitting] or [at the very least] posted that no warranty would be included (which would probably cause potential buyers to reconsider). Shady? Yes. Illegal? Probably not.
Perhaps at the time of your purchase, the deal that MD made with whomever they received the items from, did not have a warranty. Maybe they were / are receiving warranties for the other drops (that occured after yours).
Sucky situation, but I hope this post helps.
If the company did something like what a dealership did to me which was actually lying about a product and what you would get (gave me the "a man is only as good as his word" crap and I trusted them. They also wrote vague service reports, would not answer questions via email, and did not disclose vehicle damage on what was supposed to be a new car. Apparently if they fix it while it's "new" and it hasn't been sold yet, it's still considered new).
So uh.... knowledge is power and get everything in writing...and even when you do your due diligence, you still have a possibility of being screwed....
Anzial's [MD] product link (has no warranty info): https://www.massdrop.com/buy/16373/
MD named link (with 3 year warranty): https://www.massdrop.com/buy/lg-31-digital-cinema-4k-display#description
Keep in mind that I'm not on anyone's side, but companies (especially resellers) / people make mistakes "all the time" like typos, incorrect descriptions, wrong pictures. However just because it happens "all the time" the time does not mean it is justifiable nor acceptable.
The numbered link which you provided was probably using MD's numbered system at the time you purchased it. The named link was probably created after.
If MD says that no warranty is applied to items that do not list a warranty then it is what it is.
Did you ask and receive an answer about your warranty FROM the company around the time of purchase? If a community member answered the question around the time of purchase and not MD then isn't entirely at fault (they should have corrected individual [time and staff permitting] or [at the very least] posted that no warranty would be included (which would probably cause potential buyers to reconsider). Shady? Yes. Illegal? Probably not.
Perhaps at the time of your purchase, the deal that MD made with whomever they received the items from, did not have a warranty. Maybe they were / are receiving warranties for the other drops (that occured after yours).
Sucky situation, but I hope this post helps.
If the company did something like what a dealership did to me which was actually lying about a product and what you would get (gave me the "a man is only as good as his word" crap and I trusted them. They also wrote vague service reports, would not answer questions via email, and did not disclose vehicle damage on what was supposed to be a new car. Apparently if they fix it while it's "new" and it hasn't been sold yet, it's still considered new).
So uh.... knowledge is power and get everything in writing...and even when you do your due diligence, you still have a possibility of being screwed....
Anzial
1494
May 28, 2018
aenohneemouseI already said that I would have NOT bought this monitor without extra warranty. So no, you are incorrect, MD promised 3 year warranty from the beginning, they only removed the statement when I received the email. You are right though, that I don't have this in writing or even screenshots for because I trusted MD to be honest and keep their word. I obviously was wrong, and this is the entire point of me starting this discussion, you can't trust MD's word since it's so easy for them to obfuscate the truth. Just look at the discussion, it's the same for both links.
aenohneemouse
0
May 28, 2018
AnzialYes the discussion is the same for both links (because they are the same product). So with that being the case, could you not use the second link to back up your argument? (That's partially why I posted it).
BF_Hammer
717
May 27, 2018
The text about a 3 year warranty was still on the link you provided Anzial.
http://www.lg.com/us/support-product/lg-31MU97C-B
I don't know what to think about this. The only quality control issue I ever had with a Massdrop purchase, I got in contact directly with the maker and had it handled in a matter of a day.
http://www.lg.com/us/support-product/lg-31MU97C-B
I don't know what to think about this. The only quality control issue I ever had with a Massdrop purchase, I got in contact directly with the maker and had it handled in a matter of a day.
Anzial
1494
May 27, 2018
BF_HammerThanks for posting this. A few hours ago when I checked the drop page after receiving that email from MD support, that message about warranty was NOT there, and you may notice, the same is said in MD's email as well: " If there is a warranty, this will be stated on the drop page; it looks like your monitor is not covered by any warranty." I didn't take a screenshot of missing warranty info since I'm not accustomed to such duplicity. And no, I'm not hiding any "oopses", this is the story as it unfolded. I also did say that LG informed me of 1 year warranty contrary to what MD says and that's the part that offends me, since the whole decision to splurge on such an expensive monitor was based in large part of such generous warranty period. Moreover, as MD support message indicates, there wasn't even the 1 year warranty in the first place, only 30 days which is even bigger discrepancy from what they posted in the description.
In any case, my point was not the failure of MD on this particular drop but that this sort of lies due to omission, duplicity or plain lack of information on part of MD happens very frequently on many drops. I already had experience on another drop where I thought there was some warranty and yet MD support said there's none. MD apparently makes deals with unofficial vendors who do not provide any warranty, like grey market items, and then claims that there's one like in this case. retracting statements afterwards.
Basically, I lost all and any trust in the MD as a internet store. Sure, they posit themselves as a community but that's not the way they behave.
In any case, my point was not the failure of MD on this particular drop but that this sort of lies due to omission, duplicity or plain lack of information on part of MD happens very frequently on many drops. I already had experience on another drop where I thought there was some warranty and yet MD support said there's none. MD apparently makes deals with unofficial vendors who do not provide any warranty, like grey market items, and then claims that there's one like in this case. retracting statements afterwards.
Basically, I lost all and any trust in the MD as a internet store. Sure, they posit themselves as a community but that's not the way they behave.
BF_Hammer
717
May 27, 2018
I'm no attorney but if a warranty is retracted after a completed sale, it should be at least a violation of a particular state law, if not federal trade regulation. If your story is all correct (and I am in no position one way or the other to judge that) then the entire thing might be illegal and Massdrop facing a fine at minimum.
Anzial
1494
May 27, 2018
BF_HammerThe difficulty here is that it's going to hard to prove MD's fault due to how easy it is for MD to change information on the fly, as it were.
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" For products that do not have an included manufacturer's warranty, members have 30 days from the date of delivery to report an issue. If there is a warranty, this will be stated on the drop page; it looks like your monitor is not covered by any warranty. "
Now from this message it appears that the description of the monitor does not have any mention of warranty. In fact, it has been changed to remove any mention of any warranty even though it was there 2 days ago, when the monitor died. I checked it on purpose and my mistake was not to take a screenshot to that effect. However, if you search the discussion for that drop (https://www.massdrop.com/buy/16373/talk#discussions), you will find some people mentioning that this monitor does include 3 year warranty (https://www.massdrop.com/buy/16373/talk/1631418). I took a screenshot of that in case MD decides to go through the discussion and erase any mention of the warranty.
This is an expensive piece of equipment and I would've never bought it without an extended warranty period, which was promised by MD at the time of the purchase. However, when push comes to shove, MD conveniently forgets any of its promises and avoids any responsibility for the product they sell. I did contact LG but those guys actually said that this monitor has only one year warranty.
Bottomline is: MD can not be trusted about anything they say regarding products they sell. They frequently post erroneous or incomplete information, there was even a drop without ANY description whatsoever. In most cases they try to provide the correct information, but they do NOT stand behind their own words, preferring to hide and distort the available information instead. This will be my last time dealing with this site, and I do not intend to come back here any more. Thanks for nothing, MD.