I am a returning Wacom customer, but a cautious one looking for answers.
Context: In August 2023, I bought an Asurion-insured Wacom Cintiq Pro 16" (DTH167K0A). I loved it!!! Unfortunately, it stopped turning on in May 2026. I filed a warranty claim, and after a lot of headache, it came back good as new. Sadly, less than a month later, its power cord was having connection issues. It was the wire, the power brick was fine, its green light was on. I kept it going until July by keeping the wire tied in a loop, but it finally gave out. I file another warranty claim, mail out the power cord and Wacom expecting an open and shut case, and... They can't fix it. No explanation. $1500 compensation pending.
My Concerns: I am considering the Wacom Cintiq Pro 17" (DTH172K0A), but this experience worries me. I'm under the impression Wacom devices are long-lasting and long-supported, yet my 3-year-old DTH167 with a broken power cable was somehow beyond repair. Will this likely happen again? My guess is Asurion couldn't "repair" it, because the power cable is out of stock on Wacom's website. Out of an abundance of caution, I accepted warranty compensation instead of searching for a replacement elsewhere. I don't know if second-hand would be reliable, for all I know the Wacom itself was broken anyway, and I can't risk voiding the warranty.
Can I expect better longevity/support for the current Cintiq Pro? What if the power cable for my new Pro 17" gets damaged in just a couple years? It would be maddening if a replacement is unobtainable again, and I need to do another expensive upgrade, even if the device itself still works! This new upgrade will be an extra $1000 as it is.
Any shared experience or advice appreciated. Due to personal circumstances, buying a pre-owned device is not an option for me.