UNSOLVED
2005 FPW - Backlight leaking problem
I purchased a standalone 2005FPW a few weeks ago. Like many other people, I am experiencing backlight leakage, which occurs in the top right and bottom left corners of the screen. It is very bright and very visible on a darker background. The top right leak covers about 1/4 of the screen.
I called technical support to explain the issue; the first technician I talked to had no idea what backlight was on LCD monitors. I had to explain to him what backlight does in a monitor. He asked me to turn my monitor off and see if the problem was still there. Obviously, with the display not receiving power, it was not. I requested to speak to his supervisor.
After a lengthy wait, I was able to speak to a supervisor, who told me that I need to have a maximum of six dead pixels to replace a display. I had to explain again what my problem was, and he told me that in his opinion, backlight meant ambient light being reflected on the screen. He then told me to a) put my computer in safe mode; b) reinstall video drivers. I have the latest video drivers from Nvidia and I saw no need in doing that for a hardware problem. After all that, I was told that I will be issued an RMA number; I was then put on hold, and hung up on. Noone has called me back, despite me giving the service technicians two phone numbers where I could be reached, and despite their promise to call back and verify service call progress. I spent over 1.5 hours on the phone.
My question is this - backlight defects are a known problem on 2005FPWs; can I get mine replaced? I paid around $500 for a display, and I would like it to work properly. I'd also like to be able to speak to a technician who actually knows what they are talking about, and aren't reading off a checklist of things. I like the monitor, the backlight leak is my only problem with it. I don't want to return it and purchase another brand, but if there is no way to reslove this issue, I may have to do that.
I called technical support to explain the issue; the first technician I talked to had no idea what backlight was on LCD monitors. I had to explain to him what backlight does in a monitor. He asked me to turn my monitor off and see if the problem was still there. Obviously, with the display not receiving power, it was not. I requested to speak to his supervisor.
After a lengthy wait, I was able to speak to a supervisor, who told me that I need to have a maximum of six dead pixels to replace a display. I had to explain again what my problem was, and he told me that in his opinion, backlight meant ambient light being reflected on the screen. He then told me to a) put my computer in safe mode; b) reinstall video drivers. I have the latest video drivers from Nvidia and I saw no need in doing that for a hardware problem. After all that, I was told that I will be issued an RMA number; I was then put on hold, and hung up on. Noone has called me back, despite me giving the service technicians two phone numbers where I could be reached, and despite their promise to call back and verify service call progress. I spent over 1.5 hours on the phone.
My question is this - backlight defects are a known problem on 2005FPWs; can I get mine replaced? I paid around $500 for a display, and I would like it to work properly. I'd also like to be able to speak to a technician who actually knows what they are talking about, and aren't reading off a checklist of things. I like the monitor, the backlight leak is my only problem with it. I don't want to return it and purchase another brand, but if there is no way to reslove this issue, I may have to do that.
- I will. :( It's just that when I called technical support about a defect, I kind of, you know, expected them to know technical background of the issue. Instead I was told by two people - technicians as they called themselves - that they don't know what backlight is.
I just received my Dell 9150 with 2005FPW monitor today... Same problem. 3 out of 4 of the monitor's corners have light pouring out of them heavily and the bottom left corner's leakage is very huge and very distracting. The fourth corner has leakage, but it's mild in comparison to the other 3. I've got a Dell E173FP that has backlight leakage around the edges and I thought that was bad, but it's NOTHING compared to the massive leakage on this 2005FPW.
Personally, I think it's ridiculous how they made you jump through all of those hoops (reinstall video drivers? please...) when it's apparent that this is a very common problem with these monitors. You shouldn't have to say any more than "My 2005FPW monitor is defective and has serious backlight leakage" to get a new one sent out. I'm considering returning mine, but I'm afraid I'll get one that is even worse, or receive one that has dead pixels, but not enough for them to exchange it again.
It's very disappointing to finally splurge for a nice expensive monitor and end up with something that you can't stand to look at because it's defective and you know it. Has anyone had any luck returning theirs for one with no backlight leakage?
- I hate to say this, but this is what happens when you outsource tech support. The supervisor I was talking to had difficulty understanding me and I had difficulty understanding his heavy Indian accent. Now, my English isn't bad; I've never really had trouble with people misunderstanding me in phone conversations. It's just that it's pretty hard to get tech support from people who are very polite, yet not at all knowledgeable about the product they service and are just plain hard to understand.
Sorry, I keep going on and on about this, but I'm still pretty upset. This has got to be the worst tech support experience I've ever had. Is there an option to be routed to a U.S. call center when I call for tech support? You should do this through their e-mail system rather than phone. I had backlight bleed all around the edge and in to the center of the screen. There was about 4 square inches in the middle that was not getting the bleed. I sent an email and they replied with troubleshooting steps that had nothing to do with the issue. I did nothing and replied stating that I tried those procedures and the backlight issue still exists. They replied to me with a case number and they shipped out a new monitor (Next Day). No hassle.
Now, I still have some minor bleeding on the new one but I am not going to exchange monitors until they send me one that is perfect. I don't think there is such a thing. It is a minor,common issue with all LCD's that is visible when the screen is black (rare) or when I turn off all of the lights and the screen is black (very rare). During normal use, it is not an issue. If the monitor has terrible bleeding like my first one, just about any new monitor that they send has to be better. Just my 2 Pennies.
ohnopoppett
14 Posts
492
0
Posted February 16th, 2006 14:00
Thank god someone else has noticed this issue. I first noticed the back light spill when playing THIEF THE METAL AGE. The low level light environment thief utilises immeadiately drew my attention to the corners of the display. This problem is wholly unsatisfactory and like you I have spent hours on the phone trying to get an adequate answer to this issue, but to no avail! Through further research I have found that monitors manufactured in Mexico, namely A00 & A01 have a greater tendency to leak light aroud the corners than the later models A02. So what do we all do in the meantime Ditch our A00 & A01's? :smileymad:- That's interesting, do you remember their support email address? It doesn't seem to be in the warranty booklet. I don't want a %100 perfect display, I know that isn't possible, just one that is worth what I paid for it.
And as for revisions - mine is A3, manufactured in Mexico, in January, 2006. So I don't think they've fixed the issue entirely. Try this link to go to the page and start the process.
https://support.dell.com/support/supportrequests/create.aspx?c=us&cs=19&l=en&request=true&s=dhs
ohnopoppett
14 Posts
400
0
Posted February 18th, 2006 09:00
I've just found out that my monitor is in fact an A02 Revision manufactured in the UK. I guess Dell know of this issue and have not addressed it yet. It's beginning to make sense to me why there are so many monitors of this type going cheap on E.Bay!!
chulett
581 Posts
492
0
Posted February 16th, 2006 01:00