Viewsonic Experience Turns Sour for Some Users

Viewsonic is a well known name when it comes to monitors and the company has seen a growth of 400 per cent in the last six months. However, some users and dealers have been facing problems with the performance of LCD monitors lately and are disappointed with the technical support and after sales services provided by the company.

Dealers at Lamington Road, Mumbai have confirmed that most problems occur with the 17-inch LCD monitors. However, the 19-inch model VA 1903WM is said to have display problems with grains appearing on the screen over a period of three to four months from date of purchase.

Dealers at Lamington Road claim that though Viewsonic offers a one-year warranty, their after-sales services are terrible. Rajesh Jain of Mahavir Electronics says, “Many of our customers have come with complaints and the company takes almost two to three months to replace or repair the monitor."

The company providing technical support to Viewsonic is RT Outsourcing Services Ltd. In addition to Viewsonic, RT Outsourcing Services Ltd. also provides technical support to many other companies. Dealers claim that the company has a shortage of staff, which is increasing their backlog. But RT Outsourcing denies this. "We have sufficient staff to check customer complaints. Viewsonic company policy is not to repair monitors. Monitors are replaced. We have even given some customers an upgrade in replacement. Custom clearances take time and that is why replacement takes time," says Ashwini Dhar, director – service, RT Outsourcing Services Ltd.

Kuldeep Ramaiya, area sales manager, Viewsonic, has confirmed that the company has suffered huge losses of approximately $1 lakh (Rs. 39, 47,960) on replacing monitors.

"The batch of 17-inch monitors that were manufactured by Viewsonic in April was faulty and the company is currently in the process of replacing the faulty pieces," says Pankaj Singh, executive - technology, Xplore.

Neeta Kaur bought a Viewsonic monitor three months back and was unsatisfied with the brightness and contrast level. Since a month and half, she has been running from pillar to post tracking the status of her monitor. “The technical support centre keeps saying that they are rectifying my problem,” she says with much angst. Michael Pereira, another Viewsonic customer says, "I bought the 19-inch Viewsonic model VA 1903WM because it was very affordable then. I am unhappy with the sharpness and grains developed on the screen." Pereira does not have a monitor and is thus unable to use his computer for the past month.

Sources say that Viewsonic sold 1.5 lakh LCD monitors in three months and about 70 per cent of them had manufacturing defects. "Customers can rarely get through the toll free number. The number was unreachable for a week sometime back," says Pankaj Singh.

Umang Mehta, regional distributor of Viewsonic has denied any such allegations. “It must be just one stray incident. As far as I know most of the dealers and customers are satisfied with our product," he said.

"We get about 25-30 complaints per day. Due to high sales, complaints are also high. Moreover, electronics are bound to get damaged during the monsoons due to moisture," says Sanjay Pandita, regional head (west), RT Outsourcing Services Ltd.

The company has so far claimed 400 per cent growth in sales but have also admitted losses of approximately $1 lakh. "We are in the process of addressing the issue," says Rambiar. Though the company is trying to hush the matter, the market is still complaining.