S2421H, missing ComfortView preset mode

Question

Yesterday, I received my replacement monitor from Dell. Everything is perfect until I realized that the ComfortView mode is not on the Preset Modes list. My previous monitor which exactly the same model got this ComfortView mode while connected to my laptop. Contacted Dell support through Whatsapp, they tried to help me out and no solution found. I did the factory reset and update to the latest monitor driver, but still didn't solve. Am I getting a factory fault monitor? What else should I do?

DELL-Chris M · Answer

'If this particular build date and REV number is using hardware versus software to limit blue light emissions, is this what Dell is calling ComfortView Plus?'Correct. All later revisions (S2421H, S2421HN, S2421HS, S2421NX, S2421HSX, S2721H, S2721HN, S2721HS, S2721NX, S2721HSX) have hardware based ComfortView Plus. So there is no need to have Color- Preset Modes- ComfortView in the Menu. All of the User's Guides will be updated to show =

DELL-Chris M · Answer

All monitor exchanges done after the first 30 days from the invoice date (yours shipped 17 months ago on September 4, 2020) will be refurbished. All refurbished monitors have the latest A0x revision and panels.

Did you record the 20 digit serial number from the original to compare to the replacement? The 20 digit serial number would shows us the build date and A0x revision.

markmyword · Answer

Original monitor - Manufactured date: July 2020, Rev A00

Replacement monitor- Manufactured date December 2021, Rev A00

I got the same revision number as my original monitor. Original monitor comes with ComfortView mode while replacement monitor didn't.

Since I am working for long hours in front of my computer and concerning my eyes health, ComfortView preset mode is one the reason I am buying this monitor as it advertised. Am I eligible to initiate an exchange regarding this matter?

markmyword · Answer

Update.  Recently I received another replacement monitor due to the issue of missing ComfortView preset mode. Unfortunately the replacement monitor also doesn’t have ComfortView mode option. WHAT IS THIS?  Like what Chris told me before, I am getting a refurbished monitor. I am okay with that. But is Dell just abandon this feature on their refurbished monitors? It’s kind of disappointed because I bought this monitor for work, and considering Dell has ComfortView mode option which is good for eye’s health as advertised, but I don’t have that feature in my monitor right now.

Frustrated - S2421H · Answer

I am having the same problem markmyword previously described with his Dell S2421H monitor.

I recently received a new S2421H monitor purchased from the Dell website. The Manufacture Date is Dec. 2021, REV "A00". The monitor is within the 30-day window to return to Dell, so I have options. There is no option to select ComfortView (or ComfortView Plus) from the drop-down menu of preset modes when using the monitor I received. The identical list of preset modes appears as shown in markmyword's screenshot above.

This is a problem for Dell considering ComfortView (or ComfortView Plus) is one of the key selling features of the S2421H monitor which is described on the monitor's product webpage, and reiterated again under the "Technical Specifications" tab of the same webpage. See image below: InkedS2421H - Features - ComfortviewPlus_LI.jpg

I recently spoke with Dell Technical Support, Dell Customer Care, Dell Sales - and then was referred back to Dell Technical Support. Enough with the transfers! With a Ticket # on file with Dell, and after an extensive conversation with a Dell Technical Rep., it was confirmed that the production build specs changed for the S2421H after January 2022 to include the ComfortView Plus technology. See pages 7, and 38-39 of the Dell S2421H/S2721H Monitor User's Guide for mention of ComfortView and using the preset modes. ComfortView is listed as a preset mode and it should appear in the drop-down menu.

The ongoing problem is that no one I have spoken with at Dell has been able to advise how I can either 1) Exchange the S2421H monitor or 2) Return and re-purchase a new S2421H monitor that has a build date after January 2022, is identified as a "REV A01" production, and includes the ComfortView Plus technology.

Dell, I have an eye condition and require the blue light reduction/ComfortView Plus technology. I would like to continue to use a Dell monitor. Who can I speak with at Dell who can actually do something to address and remedy this problem?

DELL-Chris M · Answer

The newer panels or serviced refurbished replacements all have low blue light integrated (built-in) so there is no longer a need for ComfortView in the Menu- Color- Preset Modes.

All monitors that state, "ComfortView Plus" also have low blue light integrated (built-in) so no need for ComfortView in the Color- Preset Modes.

Effect monitor models = S2421H, S2421HN, S2421HS, S2421NX, S2421HSX, S2721H, S2721HN, S2721HS, S2721NX, S2721HSX

All of the User's Guides will be updated.

Frustrated - S2421H · Answer

This is still unclear. What does '*Specs revised from 01/22' specifically refer to? Your explanation does not comport with what the person from Dell Technical Support previously explained to me. What specifically differentiates a S2421H 'REV A00' from a 'REV A01' production? The S2421H I received was manufactured in December 2021 - REV A00. There is no software feature to adjust for blue light. If this particular build date and REV number is using hardware versus software to limit blue light emissions, is this what Dell is calling ComfortView Plus?

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S2421H, missing ComfortView preset mode

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