Dell: Defective LCD replaced, but new LCD has its own issues

mode

Hi guys,

I thought I would for ask your advice on an issue I'm having with my laptop (Dell XPS M1530) display.

When I got the machine a few months back, I was certainly happy with the screen. Decent viewing angles, and clear images. Fine for gaming, movies, and so on. In recent days though, I noticed that the left of the display had become significantly darker by comparison to the rest. I was looking at the display head-on, and in any case, changing the viewing angle didn't change the light level, so I guessed that it could be a backlight problem. I contacted Dell, and a technician arrived earlier today to replace the display.

When I checked out the display after the technician had left, I unfortunately discovered that this one appears to be of a lower quality than the display I started with a few months ago. The viewing angles appear worse than the other display. I get distinct differences in lighting in certain areas of the display by shifting my head. Not ideal, but I could live with it.

However, I also noticed that the screen looked a bit like it had been wiped with a damp cloth... I figured that maybe the front of the laptop had gotten dirty while the LCD was being replaced, so I cleaned it. Unfortunately, this had no effect. The best I can describe it is that the picture looks 'grainy'. A white background does not look uniformly white, it's like looking through a window with a layer of dust. I've gone through various applications and found that I can notice it everywhere; in a game, watching a movie, or browsing. It's very distracting.

So, naturally, I'm disappinted that the display I ended up up with appears to be of lesser quality than the one I started with. I'd actually rather have had the previous fault repaired somehow, instead of ending up with this new but apparently inferior panel.

Naturally, I'd like a display of equivalent quality to the original, but I'm guessing that Dell could be reluctant to do another replace. I'd appreciate any advice that you folks could offer... perhaps someone else has had a similar experience. Thanks for reading.

coldfire1x

Grainy display is a known problem with dell XPS 1530 range, espicially if you have the Samsung LCD. No problem if you have LG one. Check in your device manager what you have.

Search on the net and you will find loads of people complaining about it.

3 month back I got a XPS 1530 (1680X1050) resolution. It had the same Samsung grainy screen. I asked them to change it but they refused saying that its not a problem. I was still in the cooling off period so decided to return it. Which they did and I got my full refund. Weird, I liked the laptop and only wanted to change the LCD but they preferred to take it back.

Anyway after that I got a Dell Latitude D630 and for the moment I am quite happy with it

I guess your best best is to give a call to Dell and haggle as much as possible about changing the LCD and hope for the best.

Alanstrainor

The machine should still be under warranty so just give them a ring a describe the issues you're having. Hopefully it'll get sorted quick enough.

Voodu Child

What is the hardware ID?

(device manager > Monitors > Properties > Details > Hardware ID).

mode

Thanks for the input, guys.

I followed voodoo_child's instructions for finding out which monitor I have, and found that it's an AUO2077. (My native display res is 1440x900.)

I have been looking around on Google since I made my original post, and it seems that the LG is the only one that people seem universally satisfied with. I have encountered some dissatisfied posts by others who have the same model as me.

I get the impression that if Dell do agree to replace a display under these circumstances, that they can't necessarily guarantee that the replacement will be a different model. 'Luck of the draw' is the catchphrase I've encountered. I'll look around some more to see how people have fared with replacements...

Overheal

I know with HP you have a 90 day warranty on any repairs they make to your machine, wether youre in a system warranty period or not.

Voodu Child

mode wrote: »

Thanks for the input, guys.

I followed voodoo_child's instructions for finding out which monitor I have, and found that it's an AUO2077. (My native display res is 1440x900.)

I have been looking around on Google since I made my original post, and it seems that the LG is the only one that people seem universally satisfied with. I have encountered some dissatisfied posts by others who have the same model as me.

I get the impression that if Dell do agree to replace a display under these circumstances, that they can't necessarily guarantee that the replacement will be a different model. 'Luck of the draw' is the catchphrase I've encountered. I'll look around some more to see how people have fared with replacements...

Under Irish consumer laws, parts used during warranty repair work must be of merchantable quality. If the screen is grainy and inferior to the original one, you can quite easily make a case that its not of merchantable quality and that you're entitled to another replacement.

As you rightly say, they don't store the screens by manufacturer; they consider them all the same inventory and you'll likely get whatever is next off the rack, could be better or could be the same, its a crap shoot. You could try specifically requesting the LG and see what they say.

mode

I've spent a good while looking through forums to find out how people have fared with specific models and replacement LCDs.

It seems that there can be variation of quality even with LCDs that are of the same model. I've seen negative experiences with AUO2077 displays that seem similar to my own experience, and I've also seen plenty of glowing appraisals of the AUO2077.

If I recall correctly, my previous display was actually an AUO, very possibly an AUO2077 as well. So perhaps I just happened to get a dud on this occasion.

I could make a call to India (XPS phone support being open 24x7), but I think I'll just wait until Monday morning and use the online chat feature, which is more convenient and avoids any accent/language-related misunderstandings (I assume nothing could get shipped over the weekend anyway).

I'll post back here to say how it turns out. Thanks for the responses.

mode

Hi folks,

The display got replaced yesterday. As it turns out, the new one doesn't seem quite as grainy, but certainly still has noticeable grain. The right of the screen is a bit shady for my liking when viewed straight-on, similar to the last display. So in essence, an improvement, but still not up to the standard of the original display.

Prior to the replacement being carried out, the tech on the phone told me that they were doing the 2nd replacement as a "gesture of goodwill" and that there would be no more replacements after that. He insisted that the display would be tested prior to being sent out, and I explicitly stated that I did not want another grainy display.

So, unfortunately, I'm in a bit of a bind. The display is usable, but certainly not great. I imagine that many computer users would not be bothered by it, and many may not even notice, but personally, as a power user and the type of person who is discerning when it comes to technology, the difference is certainly noticeable. I have no doubt that many on this forum would feel the same way. Bad quality control, it seems.

Given that the machine was first bought several months ago, getting my money back doesn't seem practical. Furthermore, even if I managed to talk them into another replacement, what guarantee would I have that I'd end up with something better? For all I know, I could end up with a grainier display and a worse situation.

I may end up hooking my laptop up to an external display if this grain ends up bothering me too much when coding and browsing, which obviously is unfortunate. Caveat emptor, it seems. On my first roll of the Dell die several months ago, I wound up with a decent display. As for the second and third rolls, not so good.

I would exercise a great deal of caution and prior online research before I would remotely consider buying a Dell laptop in the future. Cheap though their prices may be relative to the competition, I have no interest in further gambling with my money in this way. A lesson learned.

From the Dell website, on XPS laptops:

"Premium materials, sleek looks, incredible performance"

Frequently not, folks. Thanks for the replies/views.

Alanstrainor

voodoo_child wrote: »

Under Irish consumer laws, parts used during warranty repair work must be of merchantable quality. If the screen is grainy and inferior to the original one, you can quite easily make a case that its not of merchantable quality and that you're entitled to another replacement.

Stand your ground and be persistent. This is unacceptable.

mode

The thing is, I'm not really sure where to go from here, Alanstrainor. If they were to agree to replace again, grab another LCD from the same apparently-dodgy batch, and provide me with a grainier version than before, this would do me no good. Somewhat disillusioning, really.

mode

Considering my options, and I've currrently come up with:

1) Contact Dell, and perhaps after more lengthy phonecalls to India, they'll agree to do another replacement. However, given that I've received two dodgy monitors, it appears I could easily receive a third, and if a replacement were worse then this one, then that would be bad.

2) Contact Dell, attempt to get them to agree to do a replacement, *and* attempt to get them to agree to supply a different model. I have read a few reports of success with this approach but also a great deal of reports of people being told that there is no way that any particular model can be guaranteed.

If somehow I *did* manage to get hold of the alternative model that I've heard about some folks outside of Ireland/UK getting, there still seem to be variable reports as to grainyness and overall quality. Some perfect, some grainy. Quite like the model that's presently sitting in my laptop.

3) BUY a new display for the laptop, and read an online guide to open up the XPS and fit it myself. Yes, I am vaguely considering this, despite the price (around €165 before shipping from the UK, in one online store I looked at). Aside from the current screen, this is a decent laptop. If I could pay €165 to make the problem go away, I would consider it. However, if I somehow ended up with a lacklustre display after that, my sanity might be infringed upon.

4) Settle for the present display. Not an ideal option, obviously. It's usable, but it looks cheap relative to the rest of the laptop. The viewing angles annoy me and the grain, albeit light, is still unpleasant to look at, whatever I'm doing. Some colours on webpages serve to highlight it vividly, and if watching a movie on the screen, I can see the grain passing over people's faces, and so on.

5) Hook up an external display. I do have a decent one which would be decent for coding/browsing/etc., but not great for gaming as it's 1680x1050 and the mobile graphics card can't push that many pixels without impacting performance too heavily. No good if I want to bring the laptop out, of course.

Alas, not great options.

Alanstrainor

Perhaps you should start a thread over in "consumer issues"? Or if you would like me to move this one i will. I'm not all that up on consumer law unfortunately. Tell me what you want to do and i'll sort it out.

mode

Thanks for the suggestion Alanstrainor. It might be worth moving the thread to that forum alright. But, I don't know of any easy way of getting anything out of Dell in this case. Technically, the display is readable, and indeed, there's not a single dead pixel on it. Dell might well argue that the display is 'functioning as designed', as I have seen them do to some others who are unhappy with their displays.

And yet, if I have to look at this grainy/sparkly display for another year (won't be buying another PC for at least that long, as I'm a financially-constrained student), I may go nuts eventually. I don't like the idea of more lengthy phonecalls to the India call centre either, with questionable reward. Not a desirable situation.

As mentioned, I'm considering just doing some research on the displays available for purchase online, and making a purchase to hopefully make the problem go away. €165 outlay would be in itself a bit of a problem for me right now, but perhaps better than the alternative of having this display to use for the next year.