4 weeks ago
I purchased a PG32UCDM monitor in July of last year and was initially thrilled with the image. Almost from the start, however, I started to notice intermittent episodes of the screen going black for a few seconds. This happened on a Mac and PCs running both Windows 10 and 11. It occurred with high end gaming and with regular desktop use. I updated the firmware from 103 to 104, which completed without error. This did not fix the problem. I put in a post here and found that between these forums, Reddit and other places, 100's of other users were reporting the same problem. An admin from this site, Aureliannn_ROG, suggested that users update their machines with logging firmware. However, when I attempted this is completely broke the machine, which would turn on but not display any input without showing out of range. It was then suggested that I RMA/return the monitor. I set that up and packed it as best as I could (large box, lined with styrofoam panels, monitor rolled up in bubble wrap). However, someone at FedEx (or ASUS) apparently dropped the box cleanly on a corner and from a height (by the pictures). Asus asked for $1000 to fix. So, now I have nothing. This experience has been a bitter disappointment from beginning to end, fueled by a faulty product, poor support and now an uninsured shipping process. Can anyone recommend a good monitor?
3 weeks ago
Okay, fair is fair. The RMA process is straightforward to initiate (if you kept you paperwork--I could never find the S/N on the body of the monitor). However, a warning. You get sent emails from both an automated process and an RMA agent. These emails can have contradictory information. This evening I was told both that a case would be opened with FedEx for the shipping damage (apparently by the agent) AND that my case was closed and the broken monitor would be shipped back (by the automated process). A nice but exasperated agent at the RMA office was available for a phone call (my thanks for that). The problems and process were clear in his mind, but completely opaque from the total set of emails. Just as feed back, I would have loved the first email to give me a roadmap of the process....
2 weeks ago
Hi @dradams ,
Thank you for your patience. We apologize for the delay in our response due to the recent holiday season.
We would like to reconfirm if you have received the monitor. If you have, please let us know the current status:
To assist you better, please provide us with your RMA number or the serial number of the monitor.
We will follow up with you based on your response. Thank you.
2 weeks ago
New Update: I received notice yesterday that FedEx agreed to pay for the damage that occurred during the trip trom me to the shipping center. I received notice today that something is being shipped back to me. Aureliannn_ROG, I will message you the information. It will be interesting to see what shows up, what firmware it has, whether the black screen problem persists, etc. If the blackscreen problem is still there, I will do my best to reply with all of the system specs. I have not yet seen a post where anything fixed it, but some newer ones had suggestions related to the NVIDIA driver as a possible solution to try.
a week ago
Hi @dradams ,
Thank you for providing the information. If you encounter any issues with the monitor after receiving it, please send us a private message for assistance.
We greatly appreciate your understanding and cooperation.
Thank you.
Wednesday
So the RMA porcess seems to have been another huge, time wasting failure.
I don't even have words.
Wednesday
Hi @dradams ,
we sincerely apologize that you are still experiencing the black screen issue.
We have escalated your case to the relevant team for further review to determine the appropriate course of action. In the meantime, we kindly ask for your patience.
We regret any inconvenience this may have caused.
We will keep you updated as soon as there are any developments.
Thank you for your understanding and support.
Saturday
I look forward to any future updates. I hope that they are better than some of the "turn off features" solutions proposed so far by other users. I'm sure that monitor would do just fine running at 640x480@60 Hz.