Sherry Marshall, Oklahoma City
OYS responds: When we contacted KDS about Marshall's problem, we were surprised to receive a response from an ASI representative. The rep explained that ASI provides warranty service for monitors, like Marshall's KDS model, that are manufactured by Proview.
Another ASI representative told us that the company should have honored Marshall's warranty. After we got involved, ASI agreed to repair Marshall's monitor; but when it couldn't obtain the needed parts, the company offered to replace the unit with a slightly larger one from a different brand. Marshall accepted the offer and now has a 25-inch Hanns-G monitor with a three-year warranty.
If a company denies you the service you're entitled to, don't give up. You may have to talk to a number of people before finding one who will help you, but your persistence should pay off. If you're buying from a third-party retailer (like Newegg or Amazon), make sure you understand whether the product's warranty policy is through the manufacturer or the seller before you make that purchase.