Bought 34" Samsung Ultra-Wide with a cluster of bad pixels - refused RMA

Earlof · 18 Jul 2015 at 20:20

Evening,

I have took delivery today of what I thought will be a crowning jewel of my gaming station. The fabulous and stupidly expensive 34" uw.

Box came damaged, thankfully no damage to the screen occured (or I can't spot it yet)

I thought nothing of it and proceeded to testing.
First thing...the charger that came with the monitor has EU port (flat one), not our UK 3-pin. Strangely enough both EU and UK cords were provided. How am I supposed to put the UK one in that charger, I don't know.
I borrowed a socket adapter and ran it on EU cable.

Sadly, few minutes in, I spotted a cluster of bad pixels on otherwise fantastic screen.(right mid side) Big photo so linking

http://i.imgur.com/F5fdo6s.jpg

Close up:

It looks like the area is burned and on gray background there's a darker haze around the area.

I think you'll appreciate that after spending £700+ that can be quite enraging.
I have immediately contacted OC via webforms to report all of the above.

Shortly after I've received an email:

I can only apologize for the box being damaged on delivery. Is there any damage to the monitor itself?
We can have a UK power cable shipped out for you.
Unfortunately there is not enough dead / stuck pixels to be classed as a fault under the ISO standard.

Now, aside the fact that I reported wrong charger, not the cord, I got really angry with the ISO quotation.
I assume the ISO this man referred to was ISO 13406-2, which I had a look at.

Samsung classifies this monitor as Class 2.
Looking at the ISO guideline, for class 2 monitor, the allowable number of defects of cluster type is 0.

So what am I missing here?
I've been a customer of OC for a long time and I never heard of them not being on customer's side. Until now.

I'm left with little choice but to exercise my UK law and return the product for full refund and go looking somewhere else.

Can anyone relate and/or advise please?

Kind Regards,
Marcin

Coolasmoo · 18 Jul 2015 at 20:30

How bizarre...

I had mine delivered today with the same power lead issue as you and a mark behind the screen.

My box was not damaged though.

My mark was also right side near the middle

I managed to remove my thing behind the screen by tapping and poking it and it fell down.

Not sure if you have the same issue though but worth a try?

Earlof · 18 Jul 2015 at 20:35

Can you explain that tapping please? And what fell down?

Coolasmoo · 18 Jul 2015 at 20:40

I gently poked the screen just below and around the debris with a glasses cloth around my finger.

The screen was on while I did this and it did not break anything.

I have no idea what it was though but its now gone.

If you don't want to try this, there is a thread where someone suggests using a suction cup

http://forums.overclockers.co.uk/showthread.php?t=18682088

dacads · 18 Jul 2015 at 20:43

Try contacting Bailey, he usually sorts these issues out. If you are right then you should get a replacement really.

Alternatively you could return it and buy another one?

Greebo · 18 Jul 2015 at 21:34

not sure looking at the pics that is stuck pixels. Do they change colours? If so its a defect and doesnt fall under the ISO standard which is 2 dead pixels or 5 stuck pixels or zero clusters of dead pixels.

Doogles · 18 Jul 2015 at 21:58

Yeah I wouldn't be happy about that even on a £50 monitor let alone a £600+ screen. I'd try doing the tapping solution first if the rest of the screen is good because if it is a decent screen and tapping it fixes it you'll have no hassle with the return + might get another dud elsewhere. Monitor QC seems to have gone down the shoot recently

Earlof · 18 Jul 2015 at 22:07

Greebo,

Now that you mentioned it, yeah, they do change colour.

Minstadave · 18 Jul 2015 at 22:09

Personally I'd just DSR that. Looks like something could be between the backlight and LCD.

Earlof · 18 Jul 2015 at 22:12

Apologies... DSR?

Minstadave · 18 Jul 2015 at 22:21

Distance selling regulations - you can just return it for a full refund.

Raumarik · 18 Jul 2015 at 23:06

You have a limited amount of time to do that. Note to self don't order one of these anytime soon from OCUK as it might be yours..

Surveyor · 18 Jul 2015 at 23:24

Please post about your problem here - OcUK Customer Service

jommy999 · 19 Jul 2015 at 05:46

you can return as ' unwanted ' within 14 days and get refund that way.

as its not faulty so its different policy if you want to return as faulty item.

its easy to just give them a call and give them order number and reason as ' unwanted' . about 5-10 mins later you will get email about the detail how and where to send it back with your confirm RMA number ( you pay the postage yourself ). your process will be update step by step on your account as you can check via on website account.

Earlof · 19 Jul 2015 at 23:08

Well I've just raised it under Customer Services section as a defect.

It clearly is a speck of dirt stuck between the layers of the screen - assembly mess-up.

Fingers crossed.

Dano · 19 Jul 2015 at 23:49

If there is one thing I have learnt in the last few years it is to never ever ever buy a monitor from OCUK.

Legend · 20 Jul 2015 at 02:05

Yeah that is DEFINITELY not pixels, stuck or otherwise. It's clearly a defect, dirt or something under the screen, so you're entitled to a return and full refund if that's your choice. How anyone could class this as 'unfaulty' is beyond me.

DarkFulgore · 20 Jul 2015 at 03:04

Not stuck/dead pixels, so an RMA is not contingent on their policy for a certain amount of stuck pixels.

Bailey · 20 Jul 2015 at 09:11

Hey there

I am sorry to hear of this issue, are they stuck pixels?

Being honest I cant really tell from the pic's

If they are stuck or dead pixels it may be worth trying this.

http://www.jscreenfix.com/

Bailey

Earlof · 20 Jul 2015 at 09:33

Hello Bailey,

No, they're neither stuck nor dead... the screenshots clearly show that they're changing colour accordingly. I can do more today, pure R, G & B if that's not enough.

Jscreenfix - I tried regardless, no effect.

Whatever it is, it's sticking the layers together as when I tap the top of the monitor lightly, the round area lits up around this dirt.