Ric_ Posted July 21, 2008 Posted July 21, 2008 I have used hard-glass AG Neovo monitors for 5 years and rarely had a problem. Lately I have had a few fail and came to report one as faulty to be told I MUST have a proof of purchase. This is never usually a problem because they have either failed in the first year or I have been able to get a copy of the invoice off the reseller. My problem on this occasion was that the invoice has been archived (a common practice in education and time consuming to 'un-archive') and the supplier has gone bust. No problem thought I, they will have my details on record as being a customer and on this unique occasion they will be able to make an exception. How foolish was I to think that? After 3 weeks of conversations, I have now been told that it is tough and I will have to provide a proof of purchase if I want the monitor replacing! I have now found an alternative monitor which guarantees better customer service for less money - a review will come soon. I will not be going back to AG Neovo unless they rethink their attitude towards the education market.
plexer Posted July 21, 2008 Posted July 21, 2008 I love the fact that the google ad currently displayed is for AG Neovo Hard Glass tft's I can see your point Ric but I don't think it is that unjustified of the manafacturer to request the proof of purchase it's bad luck that supplier went bust. I keep toying with the idea of scanning in all delivery notes/invoices and attaching them to the equipment in GLPI that way I can just print off a copy if needed but haven't got round to it yet. Ben
flashsnaps Posted July 21, 2008 Posted July 21, 2008 I love the fact that the google ad currently displayed is for AG Neovo Hard Glass tft's It does that on all threads, google takes the keywords from the title
bossman Posted July 21, 2008 Posted July 21, 2008 Had the same problem a few years back with Relisys crts and they wanted all manner of checks done before they would even entertain us. When it was time to upgrade to tfts i did so quickly but it will be the same problem again as these large manufacturers feel the credit crunch and let the little companies go to the wall. Cashflow has become a major player in even the large corporations as lending becomes even tighter. I have heard through the Grapevine that all major projector manufacturers have left this country with a massive shortfall of projectors and no one has any in stock at the moment. All those who are waiting for IWB installs will probably be waiting for a while because of this fact. P.S. Ric: we have about 200 Neovo hard glass tfts at the mo and will be taking in another 150 through the summer hols.
john Posted July 21, 2008 Posted July 21, 2008 Samsung & CTX also require this now, I scan all invoices / Dispatch Notes into PDFs on my Toshiba Copier and keep them stored in a folder on the network, not as smart as being in GLIPI but its a start at least!
Ric_ Posted July 21, 2008 Author Posted July 21, 2008 My main problem is the poor level of communication received - the tech support line basically just said "no!" and there is only 1 other person in the UK it seems. IMHO there is no need for poor customer service and such inflexibility - I'm not surprised that they now have a better turn around time (something that the customer service manager was pleased to tell me before saying "no!") when their customers are finding it increasingly difficult to claim under their warranties. They have on record that I am a customer who has returned monitors in the past for repair - I clearly haven't just nicked a load! The cost in man-time to find this particular document in storage would be similar to that of a new monitor. I merely wanted them to waive the requirement of providing the proof of purchase for this particular monitor because of the exceptional circumstances. If our archived financial documents had burnt up in a fire would that mean that none of the 150+ AG Neovo monitors I have would be under warranty any more? As I have said, it has taught me a lesson and I have now sourced an alternative monitor from O10 which has a better warranty level, IMHO, and they happen to be cheaper (in fact 19" widescreens are cheaper than the AG Neovo 17"). I have 40 arriving on Monday and a review should be available later in the week.
Elky Posted July 22, 2008 Posted July 22, 2008 I have now sourced an alternative monitor from O10 Is this the monitor brand or the supplier? Just never heard of them thats all
craiglay Posted July 22, 2008 Posted July 22, 2008 Dan, Could they the Edge10 ones you supplied to me? This reminds me, I got an AG Neovo hard glass to warrenty repair at some point. :S
Elky Posted July 22, 2008 Posted July 22, 2008 Thats what I was thinking, Edge 10, just wanted to double check!
Ric_ Posted July 22, 2008 Author Posted July 22, 2008 Thats what I was thinking, Edge 10, just wanted to double check! I believe that they are new to the UK market (possibly why they are making sure that their customer service is bob on). O10 is the monitor manufacturer, I'm buying them from Westwood Associates (ring Nathan on 01753 881818 for the full details if you like).
Ric_ Posted July 23, 2008 Author Posted July 23, 2008 I have just been contacted by AG Neovo to say that my faulty monitor is to be swapped out tomorrow. No proof of purchase needed and no further action had been taken by myself... the nice lady even apologised that it couldn't be done today! I am sceptical of whether this would have happened had I not sent Howard the nicely worded email explaining about me withdrawing my recommendation of AG Neovo monitors on EduGeek.
john Posted July 23, 2008 Posted July 23, 2008 Perhaps goes to show the power of the forum, let us down we will make sure others know and we do trust each others recomendations
Ric_ Posted July 24, 2008 Author Posted July 24, 2008 Perhaps goes to show the power of the forum, let us down we will make sure others know and we do trust each others recomendations We shouldn't have to stoop to such levels in order to get a SATISFACTORY level of customer service though.
john Posted July 24, 2008 Posted July 24, 2008 We shouldn't have to stoop to such levels in order to get a SATISFACTORY level of customer service though. No, very true
contink Posted July 24, 2008 Posted July 24, 2008 We shouldn't have to stoop to such levels in order to get a SATISFACTORY level of customer service though. True enough but you are teaching them a very important lesson about customer service. I think it's something along the lines of: Do a good job and one in ten customers will recommend you to someone else... Do a bad job and every one of your customers will tell ten of their friends to avoid you like the plague Sounds like they got a reminder in very real terms...
webman Posted July 24, 2008 Posted July 24, 2008 We saw the videos of Edge10 monitors on their website; and while they look good - we got the impression that the stands/bases aren't sturdy enough to survive in an education environment. The monitor was wobbling all over the place at the lightest touch. The Neovos are a lot more sturdy and we will continue to purchase them.
Ric_ Posted November 24, 2008 Author Posted November 24, 2008 And the saga continues... after my last problem got magically sorted I've since had to return a load more of these things. Since 13/10/08 I have been waiting for one monitor to be swapped and since 11/11/08 I have been waiting for another to be swapped. You can only be told that they "have no stock" for so long before you want to throttle them. The service levels really have been going downhill lately.
Zimmer Posted November 24, 2008 Posted November 24, 2008 We have used AG Neovo for a good four/five years up until recently and never had a problem with them. Always purchased glass fronted TFT's for the obvious reasons. Just started using Edge10, the build quality isn't as good as Neovo but they will support us on-site for faults (which is nice) and the 22" widescreen models look amazing in the learning centres!
Ric_ Posted November 24, 2008 Author Posted November 24, 2008 We have used AG Neovo for a good four/five years up until recently and never had a problem with them. Always purchased glass fronted TFT's for the obvious reasons. Just started using Edge10, the build quality isn't as good as Neovo but they will support us on-site for faults (which is nice) and the 22" widescreen models look amazing in the learning centres! It only seems to be within the last year that their support has gone REALLY rubbish. I too have switched to Edge10. The stands are bit flimsy but they are adequate and the price difference means that if one breaks, we are still making a saving! I have also had written confirmation that Edge10 provide a next business day on-site swap out. None of the 'out of stock' nonsense!
Zimmer Posted November 24, 2008 Posted November 24, 2008 Funny you should say that Ric, we had a batch over the summer that had more than a few dodgy stands, 34 to be exact that all leaned to the left! We kicked off a big fuss with them and they were happy enough to send someone out the following week to do a swap out of all the bad stands! I felt sorry for the engineer they sent out because we had Kensington locked all the monitors to the tables which made his job fairly difficult oops!
Ric_ Posted December 1, 2008 Author Posted December 1, 2008 Well I wrote to the service manager last week and still haven't had a reply. We did our weekly chase on the monitors and they are apparantly coming in on Tuesday so we'll have ours swapped on Thursday. We'll see, eh?
Nedders Posted December 5, 2008 Posted December 5, 2008 Another area is where the warranty agents are not familiar with the manufacturers terms. Classic today - even if security marked, GNR monitors are covered by a collect and return warranty as opposed to a direct swap out - fair enough the unit has been 'disfigured' . However the warranty company were refusing to collect the TFT saying it would have to be returned by the owners at their cost and would not budge from that stance. So the school contacts us, we contact the warranty company, same answer - brick wall time . Do not stop there though, take it a step further. I contacted the manufacturer and discussed the details and hats off to GNR they confirmed collect and return and immediately contacted the support company for a little chat (GNR were not impressed as it gives them a bad name). 15 minutes later email form the warranty agents confirming collection - but cheeky claimed this was a one off. Sent a smug email correcting them. So it is not always the manufacturer but the warranty agencies (probably trying to save a bob or two) that can give a bad name to the product. Speak to your supplier or the manufacturers UK/Europe branch - especially if you have a GNR monitor!
bulletproofbaba Posted July 6, 2009 Posted July 6, 2009 I this probably is not the right place to leave this comment, but these hard glassed neovo monitors are a real pain to clean !! satans own monitor !!
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