2005fpw backlight issue response

Question

I'm just another one with the backlight issue. They sent a refurb. I turned it on and 2 hours later same backlight issue so I boxed it up and shipped it back the same day.

After asking customer service to exchange my 2005fpw for a 2001fp I got this reply:

Thank you for contacting Dell Technical Support.

I apologize for the inconvenience you are facing with your system.

I understand that the 2005fpw monitor has severe backlighting problems.

Dell Engineering is aware of this issue and is working towards a resolution to this problem. We will very soon be able to provide an update in the download section of our support site that will correct this behavior.

Once this is done, all our customers will be notified. However, as I am unable to provide a definite time frame for this, I request you to call Dell Customer Care representatives at 1-800-624-9897 or visit them at customer_service@dell.com if you wish to return this monitor in exchange for the Dell 2001 FP Flat panel monitor.

I believe this addresses your genuine concerns. If you require further assistance, or clarifications, please contact me again.

TimothyBH · Answer

There's no software update that can fix a backlighting problem, it is a physical hardware problem. That's like saying you can download an update that will fix a scratch or change the appearance on the screen's plastic casing. I don't know where they get these notices from, but they must be pulling it out of their you know what.   Another thing happened with a phonecall for another person. He had 6 bad pixels on his new screen, normally I think 5 qualifies under the warranty for replacement, let alone the 21 day satisfaction. The Dell person said this is normal for LCDs. Now we can all agree on that, bad pixels are a fact of life with LCDs. But then dell person said that this will go away after 20 days. Where the heck did they get that from, they don't go away. So if someone believed this dell rep then when the 20 said days are over their return period would also be and he'd still have the bad pixels. That same person also tried to claim the 21 days started on the order place date, which should be the day it shipped. Was that person new?   Also, why if this is a known issue do they keep selling them without telling people about it or pulling them off the site and recalling them. They're basically selling lemons.   Where's Jesse, he needs to comment on that reply saying a download will fix the backlighting problem. And why does one Dell person say that, that a download will fix it, so sit tight, and then another will tell someone that this is a known issue, a replacement will not fix it, and that you should do a refund, and a 3rd Dell guy will go ahead and do a 3rd, 4th and so on replacements.   It's so inconsistent. Like when the 2005fpw dropped to $749. There was a thread on it and many people who recently ordered and received theirs they asked for a pricematch and they were credited the $50. Then some offered a $75 coupon (something to do with no $50 coupons) Finally some plain out say the pricematch is only for full systems. I was one that was turned down among many that did get the credit or coupon, which can really get you angry knowning it was just the dell person you got. I mean some people are offered credits and coupons just for receiving bad screens and having to do so many returns. Message Edited by TimothyBH on 01-26-2005 12:37 AM

ajabbari · Answer

This is the second time I've heard about that 'software update' response. It is, of course, completely absurd. Hearing this kind of stuff makes me wonder if the Dell people ever really even understood what the problem was to begin with. It also makes me virtually certain that this issue won't be completely addressed in the 2005FPWs lifetime. As far as I can tell with REV A01 nothing changed on the monitor, they very likely made some inconsequential hardware change in the display and labeled it as a new revision (I think they have to every time the alter the hardware in any way, this includes something as simple as rerouting cabling inside the monitor).   The person reading this may think I'm bitter about it, but the reality is I'm really quite happy with my 2005FPW. The backlighting issue on mine is mild, and it is an excellent LCD in other respects. I do think that every person needs to evaluate the 2005FPW based on their usage. Message Edited by ajabbari on 01-26-2005 02:06 AM

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2005fpw backlight issue response

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