Many issues since first day

Products Spectrum ES07D03 | User Experiences
1

Hi guys,

I am writting to the community because I have a terminal that has had issues since very first Day and I am still waiting for Support to give me a solution.

July 13: first Day, HDR image is completely burnt.
July 23: no HDMI connectivity
Sept 19: yellow stripe appears on scree, image fades in and out usin DP

91 days waiting for a solution

Anyone has had a solution from Support different from updating firmware and sending all the evidences as I have done?

I may have made the mistake of not coming here at first and trying not to panic other potential customer. After 91days I really hope this gives me attwntion from Support and a solution so I gwr what I have paid for.

1 Like
2

Hey @Juan_A,
I am so sorry to hear you have received this support experience. I will be raising this will the team urgently.

In the meantime if you could send me your support ticket numbers this will help a lot for the investigation.

Please give us some time to investigate, and I will get back to you as soon I can. Rest assured we will resolve this for you.

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3

[Eve Distribution Limited] Re: This is a follow-up to your previous request #35086

Thank you

2 Likes
4

Hi,
Another week goes by without response…

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5

Hello I hope I receive any communication from you
96 days

6

Have you tried following the instructions and updating the firmware to the latest version? This should be the first thing you do. Instructions are available on this forum and from eve.

Also you might want to spellcheck your post.

8

It is broken, no HDMI and a yellow stripe on the screen
And yes I have updated the firmware.
Thanks for nothing, spellchecker

9

I have had a defective monitor since day 1
No response from Support rather than update the firmware and silence… 96 days now.

How a consume in EU can request a refund or return the product?

It looks like it si not possible.

Potential buyers, be aware of this situation.

2 Likes
10

@Juan_A Did this get resolved by Eve?

11

Hi Phil,

I finally gave up on these guys.

After more than 100 days, the solution the gave me is to send it to Slovaquia (I live in Spain) at my own cost (>200€) and they would evaluate to see if it was elegible for repair.

Although I knew I had the right to claim a new or repaired monitor, and that I would be eligible for Eve paying the costs I decided not to send the monitor and incur in additional 200€ cost without the certainty of 1) having it repaired and 2) receiving my 200€ back.

I am sorry to say that, after dealing for more than 100 days with their teams, I lost completely the confidence in the company and that having to deal for another undefined period of time, within more and more uncertainties., was not worth for me from a personal perspective.

I decided to dump the monitor, and got myself a Gigabyte monitor in a dealer I trust and where my consumer rights would be attended and respected in Spain.

Excuse in advance if my words seem aggressive, but it has been my worst experience with an electronic devices company. The effort I had to put to get the attention needed and the solution given by Eve at my own cost, was simply unacceptable from a consumer standpoint.

1 Like
12

@Juan_A That is absolutely shocking. Note that if you’re still within your 180 day window, you can try to go through your credit-card company and claim a chargeback stating, quite accurately, that Eve never delivered you a working monitor.

@ReignDespair Is this Eve’s normal warranty procedures? This breaches consumer rights as well as Eve’s own Terms and Conditions.

13

Exact words received:

The process will be as follows

  1. The device is shipped from you to our service centre.
  2. Once the monitor reaches our service centre, it will be inspected.
  3. If the issue is compliant with our warranty policy, your monitor will be repaired and shipped back to you. Alternatively, a replacement unit will be shipped to you.
  4. If the issue is not compliant, you will be contacted separately.

Some important notes for you

  1. If the issue is not compliant with our warranty policy, you will be responsible for covering the return shipping cost.
  2. You are responsible for the condition of the shipment of the unit to us.
14

Full text, so you have all the context:

Thank you for your patience and we apologize for keeping you waiting. We are now ready to proceed with the issues you encountered with your device.

The process will be as follows

  1. The device is shipped from you to our service centre.
  2. Once the monitor reaches our service centre, it will be inspected.
  3. If the issue is compliant with our warranty policy, your monitor will be repaired and shipped back to you. Alternatively, a replacement unit will be shipped to you.
  4. If the issue is not compliant, you will be contacted separately.

Some important notes for you

  1. If the issue is not compliant with our warranty policy, you will be responsible for covering the return shipping cost.
  2. You are responsible for the condition of the shipment of the unit to us.

What to pack?

Please ship back to us ONLY the Spectrum monitor , DO NOT ship the Stand or other accessories.
(Of course if the stand is under warranty and not working that would be shipped.)

How to pack it?

Please make sure that the item you are shipping is well protected so that it will arrive in safe conditions. This is a high-value item and should be packed very carefully!!!

Our requirements

  1. Describe on a piece of paper the issue(s) you are having with your device and insert the paper with your device.
  2. Wrap your device with bubble wrap or similar padding material.
  3. Insert the wrapped device in a cardboard size-appropriate packaging. The device with padding should fit tightly in the package.
  4. Wrap the package mentioned above generously, with several layers of bubble wrap padding (measuring 5 - 7 cm of thickness).
  5. Insert the wrapped box into a secondary strong dual-wall carton shipping box
  6. Write on the outside of the shipping box :
  7. the serial number of your device
  8. RMA Number (R21AUOEVE100802)

For more information about packing, please contact local UPS for detailed instructions. For example, here is the guidance from UPS to pack electronic devices.
General guidelines:
https://www.ups.com/us/en/help-center/packaging-and-supplies/packaging-guidelines.page#contentBlock-11

5) How to ship it?

  1. Select a suitable shipping method with tracking. Remember to provide us with the tracking number immediately when available.
  2. Please be aware that for international shipping, you may need to provide a proforma invoice. Please contact your selected carrier to get detailed instructions.

6) Where to ship?

Company: AU Optronics (Slovakia) s.r.o…
Address: Bratislavská 517, 911 05 Trenčín, Slovakia
Contact: Ing. Simona Pivodová
Tel: 421 910 839 254

7) Timeline

Once the warranty is confirmed we will process the unit for you in 1 to 3 weeks.
You will be contacted with a tracking number once the shipment is ready for you!

Also, please review our DOA policy.

If you have a defect within fourteen (14) days from the date of purchase (the DOA Period), the product is considered Dead On Arrival (DOA). Eve will replace the DOA unit with a brand-new replacement and will cover the freight charges both ways. Your defective product must be returned complete in the original box with all the accessories included. Eve has the right to claim the costs for any missing parts or any other customer-induced damage. For products sold through the Eve web store, the date of delivery counts as the start of the DOA period.

Based on this information, I would like to offer you to pay for the delivery of the defective monitor to the address I provided. Then provide us with an invoice of the paid price and we will reimburse you.

Please do not hesitate to contact us with any questions regarding your shipment or the packing of your unit.

Thank you for your patience and understanding.

15

Hey @Juan_A,

Sorry to hear about your experience with our after sales support. I have spoken with the team, and they were waiting for you to ship the monitor so it could undergo the warranty process. Shipping costs would have been reimburse in full.

Is there anyway that we would be able to assist in the shipping of the monitor so we can resolve this for you? E.g., A printable shipping label? Because you contacted us within the 14 days DOA period this will be honored.
Once again, I’m so sorry that we did not resolve this for you in the desired time-frame. I’ll pass all these details onto the team so we can review and improve our current warranty process.

1 Like
16

Thanks for youe nice messages.

Really appreciate the conclusion and being clear from your messages. But I trully believe that if we proceed other member team will ask back for everything, and as I said this has been my worst experience with a device company and I do not trust Eve.

I would not be putting more time and effort on this.
Regrads