Oh god, we can all see where this is going, can't we? Gather round kids, and I'll tell you the beginning of a tale which I'm willing to bet is going to get a whole lot worse. Make sure you've got a bit of time on your hands though, this gets nice and long.
So, back in May of 2003, dead sun went and bought himself a nice, shiny new LCD monitor at his local Best Buy. Dead sun's desk space is a little tight, and I find LCDs are a bit easier on the eyes, so I figured what the heck. So, dead sun spills $450 on an 18" LCD monitor, which was reasonable at the time. There was a $50 rebate, so I figured what the heck, I'll get the warranty on it, because while the monitor wasn't cheap, it wasn't exactly the highest quality product I've ever purchased. As luck would have it, the next week added a second $50 rebate, so one paper exchange later I had an 18" LCD and a 3 year warranty for $400. Unheard of at the time. And part of the reason I bothered getting it at Best Buy and not online somewhere was that I wanted to have somewhere I didn't have to ship things if something went wrong. Oh, what I didn't know.
Now, the monitor was VGA only, but back then you didn't see too many DVI monitors, and certainly none that big for that little. It didn't matter at the time anyway, because I didn't have DVI on my graphics card. Both graphics cards I've had in my machine since I got the monitor have driven it cleanly though. Nice and sharp. No complaints.
No complaints until today, that is. I turn on my monitor and what do I see? Hideous amounts of ghosting. Any vertical line, when there was anything but pure white or black to the right of it, would show up no fewer than 4 times. It was unusable. I absolutely could not stand looking at it. Look here and here.
But let's not jump to conclusions, right? I mean, it could be my graphics card or something else and not the monitor. Let's be scientific about it. I dig out the CRT and hook it up to the machine. Sharp as a knife. Hook up another LCD to the machine, still sharp. Hook up the problem LCD to my laptop. Hey look, ghost lines, just not as pronounced. Good, it's down to something about the monitor.
Well, lucky me, right? I've got this 3 year warranty that's only 2 years and 6 months old. Well, first I have to find it. When I do, I see the bottom of the receipt is hanging out of their little warranty brochure. Nasty brown register paper that is close to unreadable. Thankfully, the receipt inside was at least readable, though not exactly pleasant looking. Archival quality documents those. Anyway, I had it in hand and indeed it was still under extended warranty. Maybe I didn't waste that $50 back then.
Warranty in hand, I go get the box for it out of storage, in pristine condition, and pack it up. Good. Now I'll just call up Best Buy, make sure I can just bring it in like it is with the receipt, and get hooked up with fixing it or a new monitor like promised. So I call, get a phone prompt system, navigate to customer service, wait 18 rings, and get disconnected. Huh? Oh well, I'll just bring it in.
So in it goes. I walk over to customer service, wait 10 minutes in line to find out where I need to bring it. The nice lady at the counter says to go over to the Geek Squad section of the store. I do so, and wait in line for 30 minutes there. This is getting to be fun.
After 30 minutes of waiting, I'm waved up to their counter. The waving is done by a Geek Squad guy who was helping somebody else but had looked right at me several times during the wait. What does the guy say? That monitors are handled at the Best Buy service desk which is not 10 feet from the customer service desk. Yeah, I was told to go to the wrong place and then looked at for half an hour without being told I was in the wrong place. That'd have taken what, 5 seconds from explaining to the young couple that their box was completely covered in spyware and trojans? Thanks a lot.
So off I go to the magical other counter where I should have been the entire time. 15 minutes worth of waiting and I'm talking with somebody who actually, for the first time in my visit, seems somewhat sympathetic towards my trouble. I explain the problem, pull out my camera and show him the problem, and he seems to understand the problem. Wow, this might have been worth it. No, it can't be that easy.
Somebody else wanders up to the counter where I'm actually holding civil conversation and demands to know what the issue is. I explain I'm seeing ghosting effects. I'm told that LCD monitors do that, it's normal. I say no, it didn't do it yesterday, it isn't normal. I explain it isn't when I move things around on the monitor, it's when everything is static. "Oh, well that'll still happen sometimes." is the response I get. Dick.
I explain it didn't happen before today, it didn't happen on another CRT or LCD, and it did happen on another machine. It isn't normal. I show him the pictures too. I'm told that it's probably just my camera picking up interference from the LCD. Okay, right, I just decided to waste time in Best Buy for an imaginary problem because I saw something odd through my camera. But let's blame the customer, right?
So it comes down to testing the monitor, which I can't blame them for. Lo, they can't reproduce the problem. I'm given a glance at it, let behind the counter even, but I don't see it either. Of course, I have no idea if the resolution, refresh, color depth, or any of that is the same. But the lack of reproduction there is enough for the one jerk to come just a hair short of calling me a liar. Nice customer service. They box it up and hand it back to me.
I ask what my next course of action is, since I had problems with it and they can't reproduce it. The jerk of the two is basically telling me I have none, while the nicer of the two tries to say I can try it again at home and call up customer service if I still have problems and proceed from there. Well, I'm short on proof apart from the photos, so maybe the car ride in the cold did some good for the monitor. I take it home, defeated.
I get home and, you guessed it, same lines exist. Damn, who'd have thought. So I call up the store. Same 18 rings to customer service and disconnection. Great. I ring the computer department and ask for a transfer. 10 rings later they pick up. How nice. They in turn transfer me to who they thought I needed to speak with. One hour of the most obnoxious hold music later, I hang up in disgust. Time to load it up, again, and take it in, again.
At the store the second time, and the nicer of the two guys is still there. I explain I'm still having the same problem. He takes me at my word and gets a customer service manager. They authorize a repair on it. Fortunately it has written on the service sheet being sent in and that I have a copy of that the problems exist, not just that the customer says they exist. That could help and maybe I'll have some recouse if they can't reproduce it at the repair center. The downside is they're shipping it to some repair place and won't have it back until at least the 11th of December.
Lucky for me, I have a CRT which wasn't in use, but that could have been a real problem for me. It still isn't ideal. I'm wondering what will happen should they be unable to produce the problem at the repair facility. Ship it back, call it fixed, and leave me with a problem after a few weeks of waiting? Sounds plausible.
My theory on the problem, not that it'll make a lick of a difference: large amounts of interference in my apartment. The cheap speakers that were plugged in were making crackly noise and the line out to them travelled the same path as the monitor's VGA cable. However, the other monitors' cables were run the same way in the test, yet they didn't show any problems. So maybe the shielding on the problem LCD is just crap and every other monitor in my possession is just that much better. It could happen. Regardless, the problem exists and having paid for the silly warranty I should at least be treated with a modicum of respect and competence. Since it's under warranty, I expect the problem to be solved, not just to be turned away because it wasn't reproducable on a single machine. There will be words if it comes back and does the same thing. I suspect a nasty letter is going to be written regardless of outcome, merely due to the gross incompetence and inconvenience I've been made to suffer today. Like it'll do anything though.
Anyway, lesson learned. No purchases of any non-consumable item are to be made at retailers. They're useless, and it's easier to just save some 20% and shell out online and then shop for a new item in the event of breakage outside of manufacturer's warranty. And while I've never had reason to return anything through NewEgg or the likes, I've generally heard better stories than about the brick and mortar stores, except shipping sucks.
Whew, well that was long. Anybody make it this far? Post a comment and I'll personally thank you for reading the whole rant and congratulate you on an admirable attention span.