Any contacts @ CTX? Please help!

[dscline]

I recently had a 6 month old PR960F 19" FD Trinitron monitor blow. I returned it to them (almost $40 out of my pocket to ship), and it took 6 weeks before I got it back. Now that I have it back, it is in ever way in MUCH worse shape than it was before (except for the fact that it will once again power up). Not only did they not fix some other issues I had (mostly geometry related), it is now WAY out of calibration (the right 25% of the screen is completely the wrong color), there are small vertical lines on the screen, and the case looks as thought they took it out of the box when they received it at the shipping dock, placed it face down on the concrete, tied a rope around it, and dragged it to & from the repair department.

I have sent a very lengthy e-mail, complete with pictures, to the general support address (support@ctxintl.com), but based on my experience thus far, I am not completely confident that it will be properly resolved at this level. I would like to be prepared with e-mail addresses or other contact avenues for management or executive level CTX individuals, just in case. Anyone know where I can obtain this type of information?

TIA for any assistance!

Darin Cline
dsc1@mcquayofga.com


P.S., My previous monitor was a CTX PR711 (standard Trinitron tube 17&quot, which I absolutely loved (and it is still working fine for the person I sold it to when I "upgraded" to the PR960F). The PR960 is also a very nice monitor, but I always felt the geometry and stability of the picture weren't up to the same standards of the PR711. When the PR960 blew, I was hoping that was evidence that my unit may have been faulty to begin with, and could be repaired to look better than it did new, but all I've learned so far is the CTX repair facility is apparently completely incompetent. To be fair to CTX, I will post back if/when this is properly resolved.

 

[RayEarth]

i had a ctx pr705 for awhile but one corner had a blue tint so i returned it for a different "17 monitor, funny thing is the current "17 monitor i have, has 3 tints on 3 corners of the screen, i didn't return it because the color is the best i've seen & it's very sharp at 100hz refresh rate & i'm scared the next one i get will have all 4 tints. Unlike you, if i had a "17 trinitron monitor that was perfect & had no problems, i wouldn't sell it because, after trying lots of "19 & "17 monitors, i found out that the viewable screen size isn't a big difference from "17 to "19 & i wasted quite a few dollars deciding between different "19 which could have brought me a better videocard instead. I thought CTX was good too but, i learned that over time a company can start making poor products, now i think ctx may have been good when i used their "14-15 back in the old days, but things changed now, & from your story, i might not buy from them just incase i might have to RMA a monitor back to them.

 

[dscline]

Yes, in hindsight, selling the PR711 might not have been the best choice. The reason I wanted a larger monitor was at that point in time I was just starting to get into digital photography. The specs on CTX's website showed the PR960F as having a 300Mhz bandwidth, and a maximum resolution of 2048x1536 at a reasonable refresh (I think 85Hz). I had a friend who wanted me to build him a computer, which seemed like the perfect opportunity to sell the PR711 so I could upgrade. The PR960 was nowhere to be found locally, as it was a new model (& I still haven't seen one locally anyway), so I ordered it. When it finally arrived, I discovered they had changed the specs... 240Mhz bandwidth & 1600x1200 max resolution (which my PR711 could already do). Of course, I was very disappointed, but my friend was anxious to get his computer, and the PR960 was to heavy to easily and affordably send back, so I kept it.

Now I'm just trying to make the best of it.

 

[stingygrrl]

Have you used planetfeedback.com?

It helps you write a letter to the CEO of the company. I used them a couple of times; I don't know if CTX is on their list of comapnies. The best part is that it has checkboxes at the end for other people to send the letter to, like the attorney general, friends, etc.

If I have to complain I generally send a regular printed letter to the top person, by fax, and let them sort out who's going to deal with it. I found that customer service issues are generaly not resolved by CS people bc they don't have the power or care.

 

[dscline]

Stingygrrl, thanks! CTX is listed! Since I've already sent my e-mail to the general support address, I'm toing to give them a little bit of time to resolve this properly themselves, but I will definately use planetfeedback if they don't respond appropriately and soon.

That appears to be a great resource... thanks for the tip!

P.S. - love the name.

 

[Bobstopper]

I actually have the direct number to a guy named Brian at CTX that deals with RMA's. Let me know if you need the #.

Bobstopper

 

[dscline]

Thanks Bobstopper, yes, I'd like all the information I can find at this point. Like I said earlier, I want to give them the opportunity to do the right thing on their own, but I want to be as prepared as possible if they don't. If you don't mind, could you either post it, or e-mail it to me at dsc1@mcquayofga.com?

Thanks for your help!

 

[Bobstopper]

I'll email later ya later.

 

[Doomguy]

Rule #1. Never email a company about rmaing a product it never works. You have to call.

 

[dscline]

If I don't get results, I will resort to calling, but I like to have the record of e-mail. There's never any questions about what was said and when.

 

[randomlinh]

i think the 17"/19" difference is big, for me at least. 16x12 on a 17" is too small (and hard to find a monitor that will do that@85), and on a 19", it's perfect.

g/l on getting that resolved w/ CTX, i have a VL700, works for me (hey, i only had $250 to spend 2yrs ago on a monitor.. and i didn't know all the online places that would ship free either, or weren't around then..)

 

[Mem]

dscline ,You have had really bad service,Recently here in UK my 2 year old 19" CTX monitor went out of focus so I contacted them(CTX) by phone ,the next day a guy picked up my RMA monitor & gave me a working 19" as replacement,btw still using it now,it took 22hrs in total from the phone call to my replacement with no charges at all.

 

[snow patrol]

This is very odd. I had a PR960F break on me, and I simply phoned them up to organize an on-site RMA. A guy turned up 36 hrs later with a new one and took the old one with him, simple as that. I'm sorry to hear that this wasn't such a simple process for you. I live in the UK, so perhaps CTX's RMA policy is different in Europe

Good luck getting things sorted though.

 

[dscline]

Snow Patrol, just curious... did you buy yours through a big retail chain? On the front page of their website, they have a big ad about their 48 hour exchange program. But what they don't tell you is that you had to buy your monitor through one of the resellers on their list, and you had to buy an additional protection plan. As you said, it might just be an issue of UK vs. US support.

 

[snow patrol]

I purchased mine through Simply Computers here in the UK, and ordered via the internet. I don't know whether this is one of the resellers on their list, but I'd presume it is because it's a major chain here in the UK. However, I don't recall being asked where I purchased the monitor, when I phoned up for the RMA...

 

[Mem]

I also purchased from same place(Simply computers) & when I phoned CTX not Simply all they ask was how old is it not where I purchased it from,they did ask for the serial number & said your replacement will be there tomorrow.