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Monitor - Pixel Issues - Just Checking I'm Right?
moroc
Posts: 24 Forumite
Hi All
I've recently, well, not that recently, over a month ago, returned a monitor to LG Electronics after it developed an issue with a cluster of four adjacent dead (permanently black) pixels in the centre of the screen, in a small square. As I'm sure you're aware, once you've noticed an issue like this, you can't stop noticing it...
The monitor is a 27EA83 2560x1440p 27" monitor, which cost £579 new. and was six months old at the time of return. I paid the comparitively high price for a mid-size monitor because it can display 99% of the AdobeRGB gamut - I'm a keen amateur photographer and also run a small business as a retoucher and graphic artist, so I wanted the best possible display my budget would allow, and after extensive research identified this model as the best option. I'd have been less likely to kick off about a £100-£200 screen, but at almost £600, an item marketed as professional-grade, I would like to expect better quality, and certainly not to be treated with the contempt I have been shown by their customer service staff.
The item was collected and returned to me unrepaired, with a brief note denying there was any issue, after three weeks. I was advised it would be returned within 5 days at the time of collection. The note was clearly copied and pasted from a previous service of a totally different model, as it still had that model on it! The monitor was also returned, having been sent in pristine condition, covered in streaks of some identified cleaning fluid residue, fingerprints all over the screen, and generally grotty.
LG Customer Services were quite good and responsive when arranging a collection - then the trouble started. I'll try to keep this brief, but it's a month-long struggle...
1. First hurdle, and they fell at it. I was told my monitor would be collected on a Monday, however I was actually given Tuesday's date by the LG employee, and Tuesday it was when the courier turned up. I was also told the courier would (i) call me when he was en route, and (ii) bring with him some suitable material to package the item as I did not have the original box. He did neither.
2. I was then quoted the repair would take "five working days". It was not returned for three weeks, even though no repairs were carried out.
3. I was originally told a part had been ordered in order to repair the unit, which was the reason for the delay. However, seeing as no repair was ever carried out, this is clearly untrue. I have since asked for an explanation on this three times, and have yet to be provided one.
4. The monitor was returned with a service note which had clearly been copied and pasted from another response - the model number of the item I supplied was completely different to the model number quoted in the letter. The letter was also addressed to a "Mr/Ms ____"; I don't have an ambiguous first name so not sure where the gender confusion arises. This is at best, incredibly unprofessional, and at worst, leads me to suspect there was never any proper investigation conducted into the display issues, instead a copy-paste letter was sent out and LG considered that to be "job done". I was hoping to receive a service note relating to MY item, NOT someone else's.
5. The monitor was returned in a filthy state, with white smears all over the screen. I sent my professional-grade monitor to LG under the impression that they were going to treat it with care and respect; instead it is collected and taken away without any packaging material provided, and is sent back in worse condition than when it was sent.
6. LG then attempted to appease the above treatment by making the derisory token gesture of a three-month extension to my warranty - a warranty, which, they were currently refusing to honour. What use is that to me?
7. I received a further email from a representative who claimed she had "no luck" in getting hold of me - my phone had not rung, I had no missed calls, and no messages left from anyone at LG.
8. I was then asked to send in some photos of the item in order to illustrate my issues. They asked me to "take a photo of the whole screen clearly showing the dead pixels" :rotfl: I provided photos of the display indicating where the problem area is (marked with a red circle), the errant repair note, the display showing the state it was delivered in, and a close up of the issue, just to humour their ridiculous request. In response to this I received a voicemail, claiming that (laughably) the "engineers" had been able to determine from the images that the unit was "within spec". No further explanation provided, no response to my other issues (the service note and the dirty screen). The voicemail finished by announcing "so we won't be able to repair your screen, sorry, OK thank you, bye!"
9. I escalated this complaint, telling the person I spoke to I wanted to speak to a manager or supervisor, and was given the standard "there's no-one available right now" response. I agreed a callback later that day would suffice, and was assured this would take place. I then received a phone call from a supervisor, 48 hours later. He stated that "these things happen", as though I should just accept my almost-£600 item being clearly defective, and verbally confirmed LG have no intention of repairing or replacing this item, again without any explanation or seemingly any knowledge around the "specifications" he was quoting. No explanation or apology offered for the issues with the service note or the dirty screen, again it seemed as though this was just something I should accept.
10. I responded with a strongly worded email, detailing the above issues, and accompanied it with a document from LG's own website, clearly showing their dead pixel policy - the monitor resolution I have (2560 x 1440p) was not shown, the closest reference was a 2560 x 1600p monitor, which their document stresses can have "no more than 12" stuck SUB-pixels - note the "sub".
It's my understanding, after a quick Google search, that each pixel in the screen is made up of three sub-pixels - red, blue and green - and that id one of the subpixels gets stuck, the whole pixel will turn the colour of the combination of the other two - i.e. a failed green sub will create a permanently-on bright purple pixel. Two failed subpixels will create a permanently on pixel of the remaining RGB primary colour. All three failed pixels will create a permanently black or permanently white pixel.
Am I right on this?
If the above is true, then I believe I was correct to respond to them with the above info, enclosing the document I was quoting, which clearly states their tolerance for stuck subpixels is one stuck subpixel per one million subpixels - my screen is 2560x1440 which is 3,686,400 pixels, which equates to (multiplied by three sub pixels) 11,059,200 subpixels. Therefore, for all four pixels to be permanently black, there must be 12 failed subpixels, and the unit to therefore be OUTSIDE the tolerance they are persistently arguing it is within.
The laughable argument I received yesterday was that "if you sent in some clearer pictures of the pixels we might re-consider our decision", "the document you sent clearly states the resolution of your monitor..." (it doesn't) "...is allowed 12 stuck pixels" and that "LG is very lenient in this regard" 12 faulty pixels is LENIENT?
Basically, I'm sick of arguing with people who clearly know less about the product than I do, despite the fact I've only learned it in the last week by using the internet - I'm not trained in the knowledge of these items, and I don't have the resources at my disposal to speak to a colleague who is. I'm therefore considering a repair by a third party, and claiming the costs back from LG under the legal right to do so when the manufacturer has refused to honour the warranty.
Does anyone have any thoughts or has the verbosity of my post put you to sleep?
Many thanks
I've recently, well, not that recently, over a month ago, returned a monitor to LG Electronics after it developed an issue with a cluster of four adjacent dead (permanently black) pixels in the centre of the screen, in a small square. As I'm sure you're aware, once you've noticed an issue like this, you can't stop noticing it...
The monitor is a 27EA83 2560x1440p 27" monitor, which cost £579 new. and was six months old at the time of return. I paid the comparitively high price for a mid-size monitor because it can display 99% of the AdobeRGB gamut - I'm a keen amateur photographer and also run a small business as a retoucher and graphic artist, so I wanted the best possible display my budget would allow, and after extensive research identified this model as the best option. I'd have been less likely to kick off about a £100-£200 screen, but at almost £600, an item marketed as professional-grade, I would like to expect better quality, and certainly not to be treated with the contempt I have been shown by their customer service staff.
The item was collected and returned to me unrepaired, with a brief note denying there was any issue, after three weeks. I was advised it would be returned within 5 days at the time of collection. The note was clearly copied and pasted from a previous service of a totally different model, as it still had that model on it! The monitor was also returned, having been sent in pristine condition, covered in streaks of some identified cleaning fluid residue, fingerprints all over the screen, and generally grotty.
LG Customer Services were quite good and responsive when arranging a collection - then the trouble started. I'll try to keep this brief, but it's a month-long struggle...
1. First hurdle, and they fell at it. I was told my monitor would be collected on a Monday, however I was actually given Tuesday's date by the LG employee, and Tuesday it was when the courier turned up. I was also told the courier would (i) call me when he was en route, and (ii) bring with him some suitable material to package the item as I did not have the original box. He did neither.
2. I was then quoted the repair would take "five working days". It was not returned for three weeks, even though no repairs were carried out.
3. I was originally told a part had been ordered in order to repair the unit, which was the reason for the delay. However, seeing as no repair was ever carried out, this is clearly untrue. I have since asked for an explanation on this three times, and have yet to be provided one.
4. The monitor was returned with a service note which had clearly been copied and pasted from another response - the model number of the item I supplied was completely different to the model number quoted in the letter. The letter was also addressed to a "Mr/Ms ____"; I don't have an ambiguous first name so not sure where the gender confusion arises. This is at best, incredibly unprofessional, and at worst, leads me to suspect there was never any proper investigation conducted into the display issues, instead a copy-paste letter was sent out and LG considered that to be "job done". I was hoping to receive a service note relating to MY item, NOT someone else's.
5. The monitor was returned in a filthy state, with white smears all over the screen. I sent my professional-grade monitor to LG under the impression that they were going to treat it with care and respect; instead it is collected and taken away without any packaging material provided, and is sent back in worse condition than when it was sent.
6. LG then attempted to appease the above treatment by making the derisory token gesture of a three-month extension to my warranty - a warranty, which, they were currently refusing to honour. What use is that to me?
7. I received a further email from a representative who claimed she had "no luck" in getting hold of me - my phone had not rung, I had no missed calls, and no messages left from anyone at LG.
8. I was then asked to send in some photos of the item in order to illustrate my issues. They asked me to "take a photo of the whole screen clearly showing the dead pixels" :rotfl: I provided photos of the display indicating where the problem area is (marked with a red circle), the errant repair note, the display showing the state it was delivered in, and a close up of the issue, just to humour their ridiculous request. In response to this I received a voicemail, claiming that (laughably) the "engineers" had been able to determine from the images that the unit was "within spec". No further explanation provided, no response to my other issues (the service note and the dirty screen). The voicemail finished by announcing "so we won't be able to repair your screen, sorry, OK thank you, bye!"
9. I escalated this complaint, telling the person I spoke to I wanted to speak to a manager or supervisor, and was given the standard "there's no-one available right now" response. I agreed a callback later that day would suffice, and was assured this would take place. I then received a phone call from a supervisor, 48 hours later. He stated that "these things happen", as though I should just accept my almost-£600 item being clearly defective, and verbally confirmed LG have no intention of repairing or replacing this item, again without any explanation or seemingly any knowledge around the "specifications" he was quoting. No explanation or apology offered for the issues with the service note or the dirty screen, again it seemed as though this was just something I should accept.
10. I responded with a strongly worded email, detailing the above issues, and accompanied it with a document from LG's own website, clearly showing their dead pixel policy - the monitor resolution I have (2560 x 1440p) was not shown, the closest reference was a 2560 x 1600p monitor, which their document stresses can have "no more than 12" stuck SUB-pixels - note the "sub".
It's my understanding, after a quick Google search, that each pixel in the screen is made up of three sub-pixels - red, blue and green - and that id one of the subpixels gets stuck, the whole pixel will turn the colour of the combination of the other two - i.e. a failed green sub will create a permanently-on bright purple pixel. Two failed subpixels will create a permanently on pixel of the remaining RGB primary colour. All three failed pixels will create a permanently black or permanently white pixel.
Am I right on this?
If the above is true, then I believe I was correct to respond to them with the above info, enclosing the document I was quoting, which clearly states their tolerance for stuck subpixels is one stuck subpixel per one million subpixels - my screen is 2560x1440 which is 3,686,400 pixels, which equates to (multiplied by three sub pixels) 11,059,200 subpixels. Therefore, for all four pixels to be permanently black, there must be 12 failed subpixels, and the unit to therefore be OUTSIDE the tolerance they are persistently arguing it is within.
The laughable argument I received yesterday was that "if you sent in some clearer pictures of the pixels we might re-consider our decision", "the document you sent clearly states the resolution of your monitor..." (it doesn't) "...is allowed 12 stuck pixels" and that "LG is very lenient in this regard" 12 faulty pixels is LENIENT?
Basically, I'm sick of arguing with people who clearly know less about the product than I do, despite the fact I've only learned it in the last week by using the internet - I'm not trained in the knowledge of these items, and I don't have the resources at my disposal to speak to a colleague who is. I'm therefore considering a repair by a third party, and claiming the costs back from LG under the legal right to do so when the manufacturer has refused to honour the warranty.
Does anyone have any thoughts or has the verbosity of my post put you to sleep?
Many thanks
0
Comments
-
Hi All
I've recently, well, not that recently, over a month ago, returned a monitor to LG Electronics after it developed an issue with a cluster of four adjacent dead (permanently black) pixels in the centre of the screen, in a small square. As I'm sure you're aware, once you've noticed an issue like this, you can't stop noticing it...
The monitor is a 27EA83 2560x1440p 27" monitor, which cost £579 new. and was six months old at the time of return. I paid the comparitively high price for a mid-size monitor because it can display 99% of the AdobeRGB gamut - I'm a keen amateur photographer and also run a small business as a retoucher and graphic artist, so I wanted the best possible display my budget would allow, and after extensive research identified this model as the best option. I'd have been less likely to kick off about a £100-£200 screen, but at almost £600, an item marketed as professional-grade, I would like to expect better quality, and certainly not to be treated with the contempt I have been shown by their customer service staff.
The item was collected and returned to me unrepaired, with a brief note denying there was any issue, after three weeks. I was advised it would be returned within 5 days at the time of collection. The note was clearly copied and pasted from a previous service of a totally different model, as it still had that model on it! The monitor was also returned, having been sent in pristine condition, covered in streaks of some identified cleaning fluid residue, fingerprints all over the screen, and generally grotty.
LG Customer Services were quite good and responsive when arranging a collection - then the trouble started. I'll try to keep this brief, but it's a month-long struggle...
1. First hurdle, and they fell at it. I was told my monitor would be collected on a Monday, however I was actually given Tuesday's date by the LG employee, and Tuesday it was when the courier turned up. I was also told the courier would (i) call me when he was en route, and (ii) bring with him some suitable material to package the item as I did not have the original box. He did neither.
2. I was then quoted the repair would take "five working days". It was not returned for three weeks, even though no repairs were carried out.
3. I was originally told a part had been ordered in order to repair the unit, which was the reason for the delay. However, seeing as no repair was ever carried out, this is clearly untrue. I have since asked for an explanation on this three times, and have yet to be provided one.
4. The monitor was returned with a service note which had clearly been copied and pasted from another response - the model number of the item I supplied was completely different to the model number quoted in the letter. The letter was also addressed to a "Mr/Ms ____"; I don't have an ambiguous first name so not sure where the gender confusion arises. This is at best, incredibly unprofessional, and at worst, leads me to suspect there was never any proper investigation conducted into the display issues, instead a copy-paste letter was sent out and LG considered that to be "job done". I was hoping to receive a service note relating to MY item, NOT someone else's.
5. The monitor was returned in a filthy state, with white smears all over the screen. I sent my professional-grade monitor to LG under the impression that they were going to treat it with care and respect; instead it is collected and taken away without any packaging material provided, and is sent back in worse condition than when it was sent.
6. LG then attempted to appease the above treatment by making the derisory token gesture of a three-month extension to my warranty - a warranty, which, they were currently refusing to honour. What use is that to me?
7. I received a further email from a representative who claimed she had "no luck" in getting hold of me - my phone had not rung, I had no missed calls, and no messages left from anyone at LG.
8. I was then asked to send in some photos of the item in order to illustrate my issues. They asked me to "take a photo of the whole screen clearly showing the dead pixels" :rotfl: I provided photos of the display indicating where the problem area is (marked with a red circle), the errant repair note, the display showing the state it was delivered in, and a close up of the issue, just to humour their ridiculous request. In response to this I received a voicemail, claiming that (laughably) the "engineers" had been able to determine from the images that the unit was "within spec". No further explanation provided, no response to my other issues (the service note and the dirty screen). The voicemail finished by announcing "so we won't be able to repair your screen, sorry, OK thank you, bye!"
9. I escalated this complaint, telling the person I spoke to I wanted to speak to a manager or supervisor, and was given the standard "there's no-one available right now" response. I agreed a callback later that day would suffice, and was assured this would take place. I then received a phone call from a supervisor, 48 hours later. He stated that "these things happen", as though I should just accept my almost-£600 item being clearly defective, and verbally confirmed LG have no intention of repairing or replacing this item, again without any explanation or seemingly any knowledge around the "specifications" he was quoting. No explanation or apology offered for the issues with the service note or the dirty screen, again it seemed as though this was just something I should accept.
10. I responded with a strongly worded email, detailing the above issues, and accompanied it with a document from LG's own website, clearly showing their dead pixel policy - the monitor resolution I have (2560 x 1440p) was not shown, the closest reference was a 2560 x 1600p monitor, which their document stresses can have "no more than 12" stuck SUB-pixels - note the "sub".
It's my understanding, after a quick Google search, that each pixel in the screen is made up of three sub-pixels - red, blue and green - and that id one of the subpixels gets stuck, the whole pixel will turn the colour of the combination of the other two - i.e. a failed green sub will create a permanently-on bright purple pixel. Two failed subpixels will create a permanently on pixel of the remaining RGB primary colour. All three failed pixels will create a permanently black or permanently white pixel.
Am I right on this?
If the above is true, then I believe I was correct to respond to them with the above info, enclosing the document I was quoting, which clearly states their tolerance for stuck subpixels is one stuck subpixel per one million subpixels - my screen is 2560x1440 which is 3,686,400 pixels, which equates to (multiplied by three sub pixels) 11,059,200 subpixels. Therefore, for all four pixels to be permanently black, there must be 12 failed subpixels, and the unit to therefore be OUTSIDE the tolerance they are persistently arguing it is within.
The laughable argument I received yesterday was that "if you sent in some clearer pictures of the pixels we might re-consider our decision", "the document you sent clearly states the resolution of your monitor..." (it doesn't) "...is allowed 12 stuck pixels" and that "LG is very lenient in this regard" 12 faulty pixels is LENIENT?
Basically, I'm sick of arguing with people who clearly know less about the product than I do, despite the fact I've only learned it in the last week by using the internet - I'm not trained in the knowledge of these items, and I don't have the resources at my disposal to speak to a colleague who is. I'm therefore considering a repair by a third party, and claiming the costs back from LG under the legal right to do so when the manufacturer has refused to honour the warranty.
Does anyone have any thoughts or has the verbosity of my post put you to sleep?
Many thanks
Have they had it in for repair and failed to repair?
(lost the gist...sorry)Don't put it DOWN; put it AWAY"I would like more sisters, that the taking out of one, might not leave such stillness" Emily Dickinson
Janice 1964-2016
Thank you Honey Bear0 -
Have they had it in for repair and failed to repair?
(lost the gist...sorry)
Yes - they said they would have it for five working days and would repair it. They had it for three weeks, didn't repair it, and have since stated that based on some blurry photos from my phone, that there is no repair required. They didn't once try to communicate with me when they had the item, and when I emailed to ask what was taking so long, they told me a part had been ordered to repair it.
No worries on losing the gist, it's a long post - but then, it's been a long catalogue of errors and incompetence...0 -
I couldn't be bothered to read it all, but I have two questions (the answers may be buried in the wall of text somewhere).
1. Did you buy direct from LG, if not have you also tried to complain through the retailer?
2. Did you buy the monitor as a consumer or as a business to business transaction (I noted mention of business use before I lost the will to live)?0 -
It's for business use as per the OP so it is classed as B2B whether the OP agrees or not.also run a small business as a retoucher and graphic artist,
The big problem however is the policy on dead pixels for that monitor.
Some have dead pixel guarantee's others don't. If it doesn't then it would fall within the accepted tolerances.0 -
It's for business use as per the OP so it is classed as B2B whether the OP agrees or not.
Purchased it as a consumer item originally though - using personal money.1. Did you buy direct from LG, if not have you also tried to complain through the retailer?
Purchased directly from Amazon, not their fault though, and there's a guarantee and a warranty in place with the manufacturer who should be doing more to help - or at lease provide an actual explanation for why they won't.
If you're losing the will to live, imagine how I feel actually having to live this!
0 -
It's for business use as per the OP so it is classed as B2B whether the OP agrees or not.
The big problem however is the policy on dead pixels for that monitor.
Some have dead pixel guarantee's others don't. If it doesn't then it would fall within the accepted tolerances.
This is a direct quote from the document I found and sent them:
"This article is detailed description on how LG Electronics define LCD pixel criteria for warranty of LCD monitors and applies to all LG Electronics LCD monitors."
"Bright sub-pixels and dark sub-pixels are not considered as a defect up to one per 1 million sub-pixels respectively"
It's got four black pixels, so 12 faulty subpixels out of 11m. Ergo - outside tolerances.0 -
-
Thanks for your insight.
That's ok... you're welcome.
Have you read this:
Looks like your monitor is covered by the last line in that table.
I.e. the line that effectively says that "if there is less than twelve dark pixels, then that is not considered a defect".0 -
That's ok... you're welcome.
Have you read this:
Looks like your monitor is covered by the last line in that table.
I.e. the line that effectively says that "if there is less than twelve dark pixels, then that is not considered a defect".
Sent them that exact document. My monitor's 2560 X 1440 (not 1600). So it has some 750,000 subpixels fewer - taking it under 12m.
They tried to quote this to me as whole pixels - seems they believe that 2560 x 1600 is over 12m (it's not even close).0
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