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Comment by growt | Hacker News Reader

I had the opposite experience. Bought a 75” tv there. It had an extremely uneven backlight (clouding). Support told me to send it in for inspection. Tv broke on the way there. They kept it for three weeks and sent it back without mentioning that the panel was broken on arrival. After that they refused to cover it because it was my fault for not packaging it correctly. We finally settled on 50:50, so I got half my money back

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The having to ship it back is a problem with a lot of warranty these days. I have a BenQ monitor that started failing after less than a year, but since I don't have the original packaging I can't get warranty work. As TVs/monitors get larger, are we really expected to keep all of that packaging in case of warranty issues? I'm just eating the loss and will add BenQ to my list of no-gos but there needs to be a better system for this.

With BenQ you can ask for a swap, they will put a hold on your credit card, but will ship you a new display, you can send your old one back in the new packaging, pre-paid shipping label, and once they receive it, they release the hold. Costs nothing and you don't have to go without a display.

> are we really expected to keep all of that packaging in case of warranty issues?

Depends on where you live and your consumer protection laws. In some places there are laws/rulings stating that no, you don't need to keep original packaging - especially for statutory minimum warranties.

If there are no laws it's up to the discretion of the seller.

> I have a BenQ monitor that started failing after less than a year, but since I don't have the original packaging I can't get warranty work.

In the EU, to exercise your mandatory 2 year warranty, you are not required to use original packaging by law, but manufacturers may require original packaging to honor extended warranties.

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