Does Westinghouse suck? Time will tell. As I recently pined, my beloved 24" monitor died. Since then I've been going through the deeply unsettling process of getting it RMAed.
I've had to call Westinghouse three times already, just to get a number to write on the box before I mailed it to them (at my own expense). The first time I called them, the guy on the phone said I needed to troubleshoot it with him before he could do anything for me, even though I told him I'd already done all the troubleshooting myself. How much troubleshooting does it take to determine that the power light won't come on, and the monitor won't light up? I took it to three rooms in my house, tried different power cords, etc. I'm not an idiot, and I wouldn't send my monitor away in the mail if there was any chance I could get it working myself. But I was at work, and he was insistent that troubleshooting was necessary, so I had to call back later.
The second time I called, this time from home, the new guy on the phone didn't actually bother having me do any troubleshooting, he just took my word that it was broken after I explained the problem, and put me on hold while he tried to set up an RMA for me. (I saw that one coming from a mile away.)
Apparently the RMA department wasn't available at that time, and the gentleman said someone would email me the RMA number in a day or two once it was set up. Note: This gentleman was the most depressed-sounding person I've ever spoken to. Having worked at a call center myself for a few months, I understand totally.
Two days passed with no emails, so I called for a third time, and had them give me the RMA number and some instructions for sending it back. Then I did some web searches just in case the instructions were wrong. I did read that Westinghouse only accepts UPS, not US mail, which the lady on the phone failed to mention. Correct or not, I went with UPS just to be safe.
(One good thing I can say about Westinghouse phone support is that they all spoke fluent English, and they were all friendly and helpful. I know firsthand that poor tech support is often the fault of management, who set ridiculous standards (e.g. mandatory troubleshooting) and demand that their CSRs read scripts rather than use their brains, and actually punish workers who value customer service more than getting through X calls per minute. Whether Westinghouse does this or not I don't know, but it's been common in my experience and my three calls lead me to believe it's likely the case here. But becoming angry with the people on the phones is counter-productive and is only hurting people who are already working one of the worst jobs imaginable.)
So in any case today I sent my monitor off to California (at my own expense). I wrote down the serial number from the bar code on the monitor so I'll know if I get the same one back or not. Then I wrote the RMA number on every side of the box, then wrapped the box in brown mailing paper, then wrote the RMA number on every side of the outside again. I put multiple copies of all my contact info and my receipt in the box, and taped a copy of each directly to the monitor just in case.
Yet I can't shake this feeling that I'm never going to get a working monitor back again. I hope Westinghouse proves me wrong. Google around for "Westinghouse RMA" and you'll see nothing but horror stories. This may not indicate a problem; people who rant about customer service self-select themselves, so all you hear are the bad stories, never the good. Nevertheless I'm worried. I'm tracking the package by UPS. It should be there Thursday; then the clock starts.
One good thing about having a website is that if anyone happens to search for Westinghouse L2410NM LCD monitor purchased from newegg.com, they may eventually read this post (and the many, many other posts I'm going to make on this topic until I get a working monitor back.) Whether this story has a happy ending or not is up to Westinghouse.
(Read the whole crappy story of Westinghouse's dishonesty and horrible customer service: The beginning, Update 1, Update 2, Update 3, Update 4, Update 5, Update 6, Update 7, Update 8, Update 9, VICTORY, aftermath.)