ACER XB271HU Power Draw

Munchies · 20 Mar 2017 at 16:50

Hey, anyone here with this monitor that can test the power draw while switched off?

After a shock electric bill i've been going through testing the draw of all electrical devices in the house, when testing this monitor it's drawing 10watts when powered off, 12.6watts when on standby, and 30.3 when powered on. Nothing major, and am perfectly happy with the 'on' figure, however i'm a little perplexed as to why it would be drawing 10 watts when powered completely off, especially when compared with my Samsung T260 next to it which is always on standby, and draws a mere 1 watt.

Anyone know if 10 watts while powered off for this monitor is normal behaviour? Or anyone with this monitor able to test the power draw of theirs for comparison?

Thanks.

Munchies · 4 Apr 2017 at 16:55

I contacted ACER support via email to ask them if this was an issue, and after some emails, I have received this latest one.

In order to fix this issue, please send the unit in for service.

In our repair center, our technicians will diagnose the unit and they will fix the issue.

If possible, please send the device which you have used to take the measurements.

If you are willing to send the unit with, please let us know. So that we will be able to escalate the case.

To enable us to book your product for repair, please provide the following details:

1. Store’s name and exact or approximate date of purchase

2. Your full name and address (where you want the product to be picked up and delivered back to)

3. Telephone number

4. E-mail address

5. Login password

Note: Our repair technicians have to access the machine to isolate the issue, that is the reason, we are asking for the login password.

Please let us know whether you want the repair updates to be sent through e-mail or through text message.

E-mail address, and login password? What?

I'm not in the slightest bit happy about their reply, anyone have previous experience with ACER customer support? I guess my only option now is to ring them tomorrow and speak to a real human. Although all correspondance was through their website, that last reply screams con at me, probably because it's a generic template.

Munchies · 5 Apr 2017 at 11:46

Okay just got off the phone with their support, useless as ever. Want me to send it in for repair.

Apparently I shouldn't send it in the original box because they will not return it in said box so I have to find a box and find a way of boxing it securely without the pre-formed foam. Fun... Any ideas? Not the first idea of how to package it if i'm honest, on stand, off stand? Off stand is going to be a mess. They want the stand with the monitor, why i'll never know which is what makes packaging it difficult. Then I have to take it to a UPS centre.

Doubt i'll be buying another ACER product, with Samsung / Panasonic i've had no issues, Samsung sent a courier within 3 days to pick the item up, boxed himself too.

DragonQ · 5 Apr 2017 at 11:51

Yeah Acer and Asus both have terrible support for monitors (and probably in general). If I were you I'd just leave it or return it rather than faffing with Acer's RMA process. Loads of devices use power when "off"; I used to have all of my PC components plugged into a single surge-protected extension lead, which was then plugged in where I had easy access so I could turn it all off at the wall when it wasn't in use. My speakers and monitor in particular used a lot of unnecessary power when "off".

aatu · 5 Apr 2017 at 13:42

Before you decide to ship it forward:
1) 10W on power-off is surely not normal for any monitor (probably not even on stand-by?)
2) There has been some QC issues lately, so if you have an otherwise working unit, I might consider keeping it and getting an on/off switch for the monitor, so you can switch it completely off during the night
3) But before that, you should also check your OSD settings, maybe there is something that could relate to this -- for example, any sort of "fast-on", "quick-on", "Power-off USB charge" (*), etc., which might be the cause of it, so try turning such features off

(*):
My Acer XZ321Q has that, though haven't tried whether it draws power or not

If you decide to ship it forward:
When they said you SHOULDN'T return it in original boxing, did they also mean you CAN'T return it? Or was it just a warning that you might not get the original box back? Because if you don't need the box for anything else, then why shouldn't you use it? I would think that's the safest option, too (assuming the styrofoam support is still in place). After all, it was MADE for your monitor. On the other hand, if they FORBID it, it's like they want it to break in transit, so that they can blame it on you, and thus deny repair. In which case you really can't skimp out on the packing. Maybe even send them an email telling them what you're going to use for the return, and ask for a confirmation that your solution would be ok, so they have less leverage to blame it on you, if something happens.

In case they forbid the original box:
1) My first instinct would be to ship it with the stand attached, so there's less of a danger of things getting mangled up inside by moving components.
2) Probably the easiest solution is to acquire styrofoam "packing peanuts". Not sure what's the best place to get them. Get enough so the box is fully loaded, no extra space left. I'd probably think of something extra to protect the screen, too.

Munchies · 5 Apr 2017 at 17:39

Thanks for the input. I really don't want to leave it as is, because I have had a monitor previously all but catch fire, acrid smoke, and strong electrical burning smell while on, never blew a fuse. So i'm not comfortable leaving it. Honestly i'd prefer to return it, and either play the panel lottery again, or buy a different monitor, and get away from ACER, however I don't believe that to be an option since it's been 13 months since I purchased this monitor through OCUK.

As for packaging for return a quote from the returns confirmation email:

Please do not send the unit back in original box if you intend to continue to use the original box.

From the phone call I was told that they will not return it in the original box if I were to use that to send it for repair. I'd like to keep the original box incase I want to move the monitor on at a later date, but boxing it up any other way is going to be more hassle than it's worth I think, so i'll probably end up sending it in the original box, and swearing at ACER for more poor service if it's returned in a blank box.

As for OSD settings being the cause, as far as I can tell having been through the OSD multiple times since discovering the unusual power usage it should be completely off, and the measurements are with only a power cord connected, no DP cable, no USB's just the power cord. I will however try a different power cord incase that's the issue before sending it off I guess.

Munchies · 19 Apr 2017 at 20:00

Thought i'd update this for anyone RMA'ing to ACER. Despite the awful support and hassle trying to send the monitor back, I eventually sent just the monitor and power cord in a custom made triple ply cardboard box and it made it to them without issue.

They decided the LCD screen was at fault, and so replaced it, the turn around was suprisingly quick considering they had to order the part, and they kept me up to date. Overall much less painful than I feared judging by my first experiences.

Having just fired the monitor up, the screen is good, no dead pixels and minimal BLB. However there are 2 purple smudges top right of the screen which look to me to be fingerprints or something on an all black screen they are quite noticable, unfortunately without a camera at hand i'm unable to picture them, so will have to contact them again tomorrow and see what's what I guess.