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

Earlof

Earlof

Earlof

Associate
Joined
30 May 2008
Posts
27
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)
oHekVxd.jpg


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:
UQjubg1.jpg
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.
Click to expand...

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
 
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.
 
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.
 
Well the monitor is now on its was back.
Not sure about the turnaround times for the RMA.

One thing to note for all, bearing in mind the cost of the product, the DPD courier (a nice chap) has put it in the almost empty van, in the middle, with absolutely no restraining straps. That rather heavy box will be flying from one corner to another freely.
No wonder it came to me damaged in the first place.

I would've thought that there is a form of fragile goods handling since they know OC well. But nope.
I questioned the courier regarding securing the goods but it was a "meh..." attitude overall from him.

Dear me....
 
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