Dead Pixel Policy

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14 Jan 2008
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A bone of contention for me. But are they a consumer law policy or just something made up by the manufacturers who are too lazy and don't care about product?

If i buy a monitor and it had a single dead pixel can it be returned under consumer law as faulty and the postage is paid by the company?

Thanks all. Hopefully this might help us all out when it comes to rights.
 
take a look at the sticky


"Q. What's The Situation With Dead Pixels?

Unfortunately dead pixels can be an issue on TFT screens as they are often developed during the manufacturing stage. For retail costs to be kept low the companies cannot afford to make all screens defect-free and check for dead pixels all the time. Pixels can be described in the following ways:

- Fully dead - stuck on black of white
- Dead Sub Pixel - Stuck on Red / Green / Blue
- Lazy - stuck on a colour, but sometimes can change. If the pixels are only lazy, there may be hope of reviving them. If they are fully dead, they will stay that way.

They very rarely develop during use, unless you have a habit of poking the screen. If you are careful with the screen, hopefully you shouldn't develop any further pixel problems.

To test for dead pixels, there is "Dead Pixel Buddy" program available. You can manually cycle through 5 full screen colours (black/white/red/green/blue) to check for dead or lazy pixels (use UP key) or rapidly cycle through all of the colours automatically to try and coax lazy sub-pixels back to life. Leave it running for half an hour, if you're lucky it can work! (SPACE key). ESC key ot exit.

If you want to insure that you receive a pixel perfect screen (and who wouldn't at the kind of prices you are paying for the TFT!?!) then you can often pay for pixel checks from some online retailers. Beware though! Never buy a TFT from retailers who offer the pixel check without having the check done as you can be sure the screens they find to be non-perfect will be winging their way to the customers who don't have the check! The only other option to insure you get a pixel perfect screen is to check out the panel in a shop in person, then you can see for yourself.....

If you find you have a dead pixel there is not a lot you can do unfortunately. If you have a certain number of dead pixels (usually at least 3 or a certain number centrally on the panel) then the manufacturer will replace the TFT for you, but the number of dead pixels needed before this happens varies between each manufacturer, so check with them before you order if you're concerned.

Some lazy pixels can be bought back to life occasionally. Playing some fast paced games for a while, and massaging / flicking the pixel area with a lint free cloth can sometimes help revive the lazy pixel, but not in all cases.

If you still have a dead pixel problem, can't bring it back to life and can't RMA it under warranty then you can sometimes return it to the stockist if you purchased it online. If you bought online you can take advantage of the "Distance Selling Act" which entitles you to return any item within 7 days as you were not present at the time of purchase. If you are not happy with your TFT you can return it at your cost of postage and often claim a refund or exchange. However, be aware that a lot of places will try and charge you restocking fees and they will almost certainly specify the goods must be packaged and in the same condition as when you received it, so be careful to package it back up nicely. Legally, if the stocker accepts the TFT back as a return governed by the Distance Selling Act, then they are NOT allowed to charge you a restocking fee as covered in the Government Regulations (page 11 in particular). This selling act is not qidely known by retailers, but does exist if you really need to use it. You should only have to pay for postage to send it back to them."
 
if you don't want to pay the shipping costs to return a monitor with dead pixels then DONT CHECK FOR THEM - if you check for them, you'll find them the first day you use the monitor and from then on you'll always know it's there and it'll be a pain in the butt. If it's central, you'll probably notice it in the first few days anyway, but if it's near the edge, you might not notice for years.
 
if you don't want to pay the shipping costs to return a monitor with dead pixels then DONT CHECK FOR THEM - if you check for them, you'll find them the first day you use the monitor and from then on you'll always know it's there and it'll be a pain in the butt. If it's central, you'll probably notice it in the first few days anyway, but if it's near the edge, you might not notice for years.

I couldn't agree more,i just got the samsung 2232bw and after a couple of days for no reason ran the pixel test,found a lazy sub pixel in bottom right hand corner and now its bugging the hell out of me:mad:very tiny green spot when the screen is black,would never have noticed it but i had to run the damn test:rolleyes:
 
Thank for that.

Only Dell appear to off a 0 dead pixel policy.
That's zero bright pixels only (ie stuck always on) not zero dead pixels. Plus I think it's only on certain premium screens (like the 2408wfp etc).

Since you asked about the legal position, dead pixels warranties have no relevance in law and are provided by the manufacturer not the retailer you bought the screen from (of course in some cases the manufacturer and retailer are the same company, like if you buy direct from Dell). Your legal powers are against the retailer. The sale of goods act 1979 states products purchased must be 'free from small defects and blemishes' which would seem to cover any defective pixel, but if you demand a refund from a retailer because of pixel defects, the reality is they will be extremely reluctant to give you one (ignoring their legal obligations) and you may have to get trading standards involved and maybe even take court action.

You do always have the fallback of using the Distance Selling Regulations, but in that case you have to pay for returning the screen and may not get your original postage back. Plus they will probably argue that since you've used the screen they can't sell it as new and may try to charge a restocking fee.

It's a shame that consumers have to jump through so many hoops just to get their legal rights.
 
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The sale of goods act 1979 states products purchased must be 'free from small defects and blemishes' which would seem to cover any defective pixel
No it won't! Consumer TFTs are sold as compliant with the ISO standard which determines the number of permissible pixel defects. The unit will only be legally classed as having "defects or blemishes" if the number of pixel defects exceeds the limits stated in the ISO standard.
You do always have the fallback of using the Distance Selling Regulations, but in that case you have to pay for returning the screen and may not get your original postage back. Plus they will probably argue that since you've used the screen they can't sell it as new and may try to charge a restocking fee.
And damn right too! Please don't start this DSR rubbish again - the retailer must be able to resell the item as a new product. If you've used it then the item is second-hand and the retailer is under no obligation to provide a full refund under the DSR. Some retailers will do this but that's their decision, they're not forced to by law.

Of course, if you can repackage it so the retailer can't tell it's ever been opened then you might "get away" with it but I'll ask how you'd feel if you bought a brand new product which, unbeknownst to you, had already been played with by someone else before you received it? The retailer can't legally sell something as new if it's been used by someone yet they can't be expected to sell it as used and take a financial hit on it simply because you decided you didn't want it anymore.

Whilst the act is intended to offer online purchasers the same ability to view a product as they'd have in a retail outlet, the item you've purchased is not a demonstration model. Using it and then asking for a full refund would be akin to getting a retail store to fetch a brand new unit from stock, break the seals, unpack and set it up for you to play with, only for you to say "nah, don't want it" and walk out. Good luck with that one!
 
The ISO standard has no basis in law and does not affect your statuatory rights. It only applies to manufacturer warranties which are provided above and beyond your legal rights.

Distance Selling Regulations specifically says the only items you are not allowed to open/use are sealed media such as DVDs and computer games. I've read it, and I've spoken to Trading Standards about it. They agreed and they got involved on my behalf to get me a refund for a monitor I had opened and used, and the retailer knew I had used it.

Of course I have sympathy for retailers though when they get something back they can't sell again as new. There is a certain injustice in that. However there's a much bigger injustice in someone spending a fortune and getting stuck with an expensive screen which they hate because it has bad backlight bleed and a load of dead or bright subpixels.
 
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