I, unfortunately, had a freak accident that occurred which caused a big crack in one of my new spectrum 4k monitor.
I really don’t want to shell out $800 for a new monitor, and I know that they won’t be shipping until sometime next year. Since this panel is supposedly used by multiple vendors, is there a part number for just the panel that I could replace it myself?
Thanks
This is one of those items I feel like would be tough to replace outside of living in a major commerce center in China.
However, this would be a nice addition to the longevity of Spectrum if Eve could make panel available as a replacement part? @Lore_Wonder
I contacted Eve Support and they said it is something that would be able to be repaired. I was told it would take 1-3 weeks to do the repair, and that upon receiving and inspecting the monitor they would send me what the cost would be.
Unfortunately the above conversation took an entire week of back and forth emails, with only getting 1 email a day due to timezone differences between US and wherever Eve’s customer support is located (I’d get emails at 4AM Central). We got to the point where it seemed like all I needed was an RMA number and details about how/where to ship the broken monitor, and now I haven’t heard anything, at all, since last week Friday. I’ve gotten no responses back from customer support, and I even pinged them again to see if there were any updates. Just total radio silence.
@ReignDespair or @Lore_Wonder - Is this something that you could help with at all? I was really hoping to get this monitor sent out before all the black friday shipping hits, but that’s seemingly unlikely now. Customer request # is 55450
Hey @disflux,
Sorry to hear that you have been waiting to receive a response from our support team.
Let me pass this onto the team so they can look into this for you.
It would actually be really cool if Eve took the frame . work approach and posted replacement parts with replacement costs for buyers.
I’d love the option to DIY my own repairs.
Are you able to use your magic again? Last time I got a response back right after you passed a message onto your team. It’s been since last Thursday since I’ve gotten any update. Just waiting on an RMA from the Manufacturer.
Hi @disflux,
Please be patient with our Support Team. They are currently working on a backlog and are trying to go through as many queries as possible.
If you don’t get a response by the end of the week, let me know and I’ll escalate this for you.
Hey Marvy,
I did end up receiving a response and getting it shipped out on Tuesday.
And, for the record, I have been patient. This ticket was first opened on 11/11. It took until 12/7 to get an RMA number and shipping destination.
Much of the communication could have been more streamlined, such as asking for the Serial No upfront, or asking the manufacturer what the RMA Process is at the same time as sending a picture for evaluation. The lack of streamlined communication just increases your backlog.
In comparison, I had to open a support case with Logitech last week for a G303 that got lost in shipping by USPS. In less than 3 days, Logitech had contacted USPS on my behalf, verified that the item was lost in shipping, issued an insurance claim on their behalf, and shipped me a replacement G303 via next day shipping. This was done so quickly because their support knew to ask all of the right questions.
P.S. I’m not putting this out there to be a dick. Just providing feedback. Every additional question added a minimum 1 day delay to resolution, and keeps your MTTR (Mean Time To Resolution) high.
My monitor just came back to me via “Return to Shipper. Receiver has moved”.
I’m pretty pissed. I double checked the address provided to me by Support and it is correct. I paid $80 to have this shipped to the repair center and was given the wrong address.
Hey @disflux,
Please send me as much details as possible in a message. I’ll get this looked into asap! Clearly there seems to be some sort of mixed up. Do not worry we will get to the bottom of this and resolve it for you.
Also thank you for the feedback in regards to our warranty process. We are currently reviewing the entire process to provide solutions a lot quicker.
Sent you a DM yesterday. Let me know if you’d like any other details that I didn’t provide. Thanks!
For everybody following:
For reference, this is the address support provides for repairs/warranty claims:
Atan Gtech Technology
17990 E. Ajax Cir. City of Industry, CA 91748 U.S.A
This is their website: https://atan-gtech-technogy-corporation.business.site/
This is the address according to their website and Google:
727 Phillips Dr, City of Industry, CA 91748
This is 1.5 miles away from the address provided by support.
Goodness that is an absolutely horrible experience so far. Have you received any updates from Eve since your last message?
I have not heard anything from Eve since the last update posted above. Neither from support nor from a community manager.
At this point, I just want them to sell me another monitor at my original preorder price, and then give me a $140 credit towards it for the shipping fiasco.
My next steps are to forward all of this information to the review companies in order to update their reviews with disclaimers about how bad Eves customer support and repair process is.
Man hope you get a update and repair soon, eve’s RMA support looking sketchier by the day.
Yeah really hope nothing goes wrong with mine. It sounds like it would just be a $700 paperweight.
Update:
@ReignDespair got back to me this morning and said that he will get to the bottom of it, and passed this information along to the team with the “upmost urgency”.
He also said that “we will make this right”.
Hopefully this means that this will all get resolved soon. I’ll post another update once steps to resolution are made.
Update:
I received a $140 refund from Eve this morning.
However, I did not receive any response to my request to allow me to buy a new monitor at my original preorder price, rather than going through this headache of a repair process. There’s an obvious disconnect between Eve and their repair center, and I’m still in the middle of it.
I pushed back on getting a new monitor at my original preorder price.
Glad to hear you at least got a shipping refund. Keep us posted with the repair/replacement options.