On 30/09/22 I had contacted acer support for my monitor which had some display problems. They sent a replacement which was VG240Y but my monitor was VG241Y. Both these models have same physical appearance except the ports and most importantly even though it was VG240Y the sticker behind the monitor had details of VG241Y(model no. Was given VG241Y) that's why I didn't suspected it at the beginning, However When I was plugging in the monitor to my pc I saw it had a VGA port instead of DP port, I was bit confused. So I asked the person who delivered the monitor if this was the correct replacement, he replied - yes, it was sent from the company (he said something like this in Bengali, I translated it) and unfortunately I was not aware of the usage and difference between a VGA and a DP port at that time. So I believed it was the correct monitor. Later(around 20mins after delivery) I found out it was capped at 75hz So I checked the windows display settings and saw it says model name as VG240Y. I contacted the service centre from where the delivery came, they were unable to provide any help unfortunately. Then I contacted the acer support through emails on 8/10/22. They kept saying they are working on the problem or it was escalated to the higher management. I even called them three - four times everytime they said they will work on the problem or the higher management is working on the problem. Then around 60 days later, out of frustration I e-mailed the support team in a frustrated manner.
Then they replied that the serial number was not properly visible that's why they were unable to work on the problem. Which is absolutely ridiculous as the support team should had informed me on that at first when they realised it was not properly visible.I would had sent a much clearer picture of the serial number.
Which I did as well as wrote the serial number on the e-mail when they asked but still no update till now(it's been 85 days since I contacted support)
From my perspective it doesn't even look like the problem is ever going to get fixed or if it was ever even worked on, only my time was wasted. I don't think the support team value the time of their customer.
I kindly request to please look into this matter. I was a loyal acer user. I have been using acer products for more than a decade now. However this incident destroyed my trust on the company. I still want to believe that acer is a trust worthy company and it was only those certain support teams who were not able to provide proper support. I don't want to judge an entire company based on a single support teams way of handling a problem.
Ref- ACR2502502: Wrong monitor replaced. Was this information helpful? | 
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