How have you all been? I hope all is well? I, personally, have had nothing but foul luck for the past God knows how many months.
As many of you may know, I own a Wacom Cintiq 21UX which I use to do my work onto. Now, why the rant, you may ask?
I purchased the tablet from the Wacom EU Store directly close to a year ago. I should mention it was a Used product as in Ex-Demo, which Wacom describes in the following manner:
- The pen was randomly losing calibration and I often had to close everything down, restart the PC and then reload the pen settings
- The screen had a slight degree of colour banding and chromatic aberration to it
- 4 stuck subpixels
- Contrast/gamma broken (I could either have whites and grayish blacks or muddy whites and "pure" blacks)
Basically, I felt it was the time for a repair or, if I had known it was possible, for an exchange. Now, Wacom takes their time to respond, often going 3-5 days without a word. By the time I was sent the delivery label (a.k.a. pre-paid delivery slip by them, thank you very much) I was already caught up in moving house and two e-mails later I still was not replied as to whether I needed a commercial invoice printed or not, so I could not send the Cintiq immediately or otherwise it could have gotten stuck at the border. I then proceeded onto contacting UPS three times during which I received three different responses to which I said, ok, you can wait. I'd rather not have it lost in transit.
Fast forward a few weeks and I send an e-mail to Wacom on the 2nd of October asking for clarifications regarding the shipment. I receive none. I call UPS again and decide to send it without a commercial invoice since the RMA period was running out in a few days.
I e-mail Wacom again on the 7th of October telling them that the tablet has arrived at their Repair Centre on the 4th. At this time, I have changed my address so I mention the new one in the e-mail. Despair grows as the number of unreplied e-mails rises. I try to send another message via another e-mail account to which I get responded on the 11th of October. That is 35 days since their last reply. 35 DAYS!!! I am being told they remember me, but not my case. I am asked about the details of the case and about my request. I send five more e-mails trying to clarify the situation and I phone Wacom UK two times only to learn that the tablet has already been sent back from their Repair Centre and that it should arrive to me on the 15th.
The tablet arrives a few hours later. The madness starts once again. I immediately compose an e-mail accompanied by video and photographic evidence and specifying the following:
The following is their response:
Dear Mister Negrea.
thank you for your patience.
It seems that you acquired your Cintiq tablet last year, as a refurbished unit, from our eStore.
Our repair department colleagues have replaced the LCD panel, the inverter board and the tablet control board with brand new components, to exclude random failures. They have cleaned the LCD panel and the glass as well.
My colleagues could not duplicate the faults you claimed, except one small foreign particle in the LCD panel (panel was changed anyhow).
You were informed in the service report that his device was tested thoroughly before shipment, and that it is inside the manufacturing specifications (contrast, pixel defects, foreign materials), considering also its actual wear (sold as used and used 10 months by the customer).
Considering this, I wish we could assist further. Your tablet properly works, and I am confident that you can keep using it for many years.
With Kind Regards,xxx
I am, essentially, being told to shut up and eat it. I reply with yet another e-mail and get passed to Tech Department where I am told that the tablet has been repaired to a better state than when I bought it (ex-demo) and that "after 10 months of use, you expect your DTK-2100 to perform like the most expensive Eizo monitor", followed by "If you don't need your device anymore, we suggest to sell it on the second hand market" and an advice that I should actually just buy their 24HD so that my technical expectations can be properly met. Anyone having a little bit of knowledge of Eizo monitors and Wacom knows how much of a ridiculous statement that is. Will not comment on the others out of pity. I feel like I am left with no other choice but going to Court (of which I have already warned them multiple times before, not only because I was left with a worse product than before and I was being refused a replacement - basic warranty right BY LAW -, but also because I was losing work).
I send another two e-mails and give a last warning before taking the case to the Small Claims Court on the basis of breach of warranty contract and certain Consumer Protection Acts. What is their response to this? A reply from their legal advisor.
Here is a very interesting snippet from the advisor's message:
"The characteristics you had described are perfectly in line with the technical specifications provided as information before your purchase of the Wacom product. Even if the features you referred to were defects, they would be so marginal that they would be irrelevant for the appropriate use of the DTK-2100."
And there you go folks, Wacom. Our beloved overpriced, monopolistic Wacom that we cannot do without. Just wanted to give you a heads-up since contrary to what has been stated above, none of these manufacturing standards (except for the fact that the screen may present some pixel/subpixel issues which is related in the manual which you get after you commit to the purchase, of course) are provided beforehand or even after the purchase.
If your Wacom tablet has ANY of the following: dust particles/foreign materials stuck under the screen, banding problems, stuck subpixels, noise or cursor delay, you are not entitled to a repair/replacement because ALL of these are within their technical specifications.
As for the offer I was given for reasons of goodwill (let me laugh it out a bit HHAAHHAAHAHAHAHAHAHAAHA) that is to send them the tablet on my cost - roughly £150 with insurance to Germany - and receive a refund in 30 day... well, you tell me. Would you accept this "offer" for two months of not using the tablet (required by law to not use a defective product if invoking warranty claims) along with all the other "goodies" and, potentially, another month of waiting for the refund to go through or would you laugh it out again?
As for your always pushing the "as you evidently convey the impression that you are not interested in the DTK-2100 anymore" crap on me even though I asked for a replacement multiple times, I will tell you this: I do not trust you anymore, Wacom. It's as simple as that. It's not the products, it's just you.
As of tonight, I shall invite Wacom to this discussion. Hopefully, one of the reps or Customer Care staff has just a few minutes to give some insight and some answers about the whole matter.
EDIT: The tablet is in warranty for another year or so in case anyone else is wondering.
Now that this is out of the way, I would like to clarify the hard-drive thing for everyone. I had it happen two or three days ago. I don't know why, it was most probably an electrical spike, weird how the surge protected extension could not take care of it. At the moment, I am not sure that I can recover anything from the hard-drive (and yes, that's where I have most of my work, old photos and so forth), but there is a possibility and therefore some hope. I will let you know as soon as I try swapping out the PCB or something. Also weird is how my girlfriend's PC crashed two or three weeks ago. Same out of the blue reason . I haven't gotten around to fixing that one, but it's still good we have a lap top! Yeeey!
Meanwhile, since this Wacom thing has been going on for so long, I started drawing. ON PAPER. I know, woah. It's great, really, especially since I could never draw properly and since I don't have any former art training whatsoever, the fact that I started painting and drawing directly on a tablet meant that I was absolutely rubbish at anything traditional.
In this regards, I will try to set up my website and, perhaps, a blog in the following weeks where I will post my drawings and studies. Hopefully, someone with more experience than me sees this - I would really like some guidance. It's very hard doing everything on your own, especially in traditional drawing, it seems to me.
Anyway folks, this has been all. I guess most of you have fallen asleep already, but to those of you that have made it through, congrats! You have just learnt something new.
Mucho to you all,