PB278Q with stuck pixels. Advice please?!

CRoWE · 28 Jan 2013 at 20:23

PB278Q with stuck pixels / backlight bleed. Advice please?!

I ordered an Asus PB278Q from OCUK last week. Delivery was spot on as usual.

However I was disappointed to find 3 stuck pixels. Two are right next to each other on the upper left, the other is to the left of center. I wouldn't normally be too bothered, but two are stuck on red and are really visible on a white background.

I contacted OCUK and they told me that 3 pixels don't equal a fault, but they said I could send it back under the distance selling regulations within 14 days for a refund. However this would be at my cost, and I'm struggling to find a courier that will cover the monitor if it is damaged in transit. I am awaiting a reply on who is responsible should the monitor be damaged in transit.

I noticed on the Asus website that they have zero stuck pixel warranty. I contacted them about the issues, and they have agreed to RMA it and have arranged a replacement. They will drop the replacement off and collect the faulty unit at the same time. However I have discovered that the warranty replacements don't come from Asus direct, but from a company called Let ME Repair UK. This suggests that the monitor is likely to be a refurbished/repaired unit, something I'm not keen on as I've paid for a brand new monitor.

I find it strange that Asus don't feel that 3 stuck pixels is acceptable, but OCUK do. I'm left with a choice of settling for a refurbished/repaired unit, or sending the monitor back to OCUK at my cost (not sure how much this will be yet) for a refund.

I definitely want this monitor, as it is an excellent bit of kit. Firstly am I asking too much in expecting a 2560x1440 screen not to have 3 stuck pixels? Secondly what option would you go for?

Voicon · 28 Jan 2013 at 20:35

The stuck/dead pixel thing bugs me, if there are any faulty pixels then I think it is faulty if it is noticeable then it's not fit for purpose, I would be angry if I had to put up with a brand new faulty monitor. I am currently looking for a monitor and noticed Asus guarantee but I thought they would replace new for new, I can't see how they can replace with a second hand monitor?

CRoWE · 29 Jan 2013 at 10:19

Well I have spoke to Asus this morning. They have confirmed the monitor may be a repaired/refurbished unit. I don't fancy swapping a brand new monitor for a refurbished/repaired one, so I have cancelled the RMA with them.

I received a reply from OCUK this morning stating if the monitor is damaged in transit it will be my responsibility. They stated that their stuck pixel policy is different to Asus, and while Asus considers a screen with 3 stuck pixels as faulty, OCUK don't.

Well at least I have full clarification. However I can't help but feel a bit miffed by this! I guess i need to decide to stick with the screen or run the courier gauntlet and send it back to OCUK under the distance selling regs...

Catanonia · 29 Jan 2013 at 13:33

That is a bit pants if you ask me. I have one of these monitors and I would be very annoyed if I had dead red pixels close to the centre of the screen.

Bailey · 29 Jan 2013 at 17:21

Hello there,

I am sorry to hear of the stuck pixels on your monitor, Unfortunately when it comes to stuck / dead pixels it is a bit of a grey area.

http://www.overclockers.co.uk/support.php

If you look at point 7. under our support it shows you that we conform to the ISO standard for all monitor screens.

7.TVs and Monitors. If your query relates to a Television or Monitor, specifically in relation to dead pixels, please be aware that all of Overclockers’ Suppliers and thus Overclockers UK conform to the ISO 13406-2 standard – the acceptable number of dead pixels based on screen size and resolution. Information on this can be found through any major search engine typing “ISO 13406-2” and the monitor brand name. Products with dead pixels of equal to or less than those defined within the ISO 13406-2 standard will not be accepted for return

Within a monitor there is a certain tolerance level for the amount of pixels which may be dead or stuck before it is classed as faulty. This is the ISO standard ISO 13406-2, if you are unsure about this you can read it here.

http://en.wikipedia.org/wiki/ISO_13406-2

For a monitor of this class and screen resolution you can have up to 7 stuck pixels before it is classed as a fault I am afraid.

If the monitor does come with a 0 dead pixel warranty direct from Asus then that is fine it can be honoured which wont be a problem

Of course if it is within 7 day DSR or 14 days then you can return it back to us no questions asked under the extended 14 day satisfaction guarantee but the return shipping would be at your cost.

I am very sorry if this has caused any issues.

Bailey

CRoWE · 29 Jan 2013 at 17:30

Bailey,

I appreciate your reply. I am considering returning it under the 14 day satisfaction guarantee. However I am concerned about it being damaged in transit...

I also mentioned issues with the backlight in my RMA inquiry, however this appears to have been overlooked due to the focus on the dead pixels. Below is a photograph of the backlight bleed I have on my screen. Could you confirm if this is acceptable or not?

CRoWE · 29 Jan 2013 at 17:37

Bailey said:
If the monitor does come with a 0 dead pixel warranty direct from Asus then that is fine it can be honoured which wont be a problem
Bailey

Asus authorised an RMA on this screen, so I can only assume that it does come with a zero pixel policy. However the replacement was being sent form a company called Let Me Repair UK. I was concerned the screen may be a refurbished/repaired unit so I contacted Asus this morning. The Asus rep told me the monitor may be a refurbished unit. I was not happy to swap a week old unit for a refurbished unit so I cancelled that this morning.

When you say that can be honoured what do you mean?

CRoWE · 30 Jan 2013 at 09:46

Sorry to be a pain but would anybody be able to advise me if amount of backlight bleed is excessive or within tolerance?

If it is within tolerance I'll be giving up on trying to RMA it and I'll be sending it back under the 14 day satisfaction guarantee...

CRoWE · 30 Jan 2013 at 10:40

Cancel. OCUK have been in touch regarding the backlight bleed and an RMA has been authorised. Thanks for the help

CRoWE · 7 Feb 2013 at 17:51

I just wanted to update this thread in case anybody this pops up from a search etc.

I received the new monitor from OCUK today and it is spot on. No stuck or dead pixels and the backlight is much, much better. It really is a good quality monitor and I'm really pleased with my purchase

.

I wanted to mention Asus again as well. They authorized the RMA originally, and they arranged shipped the replacement really quickly. However I was told they would replace the monitor with a refurbished/repaired unit so I cancelled the RMA with them. I was contacted by a really helpful member of staff from Asus who explained that I had been misinformed. As the monitor was effectively D.O.A they would have replaced mine with a brand new monitor. However I had arranged the RMA with OCUK at this point so I eventually sent the faulty monitor back to OCUK.

I feel Asus were worth another mention as I am aware their customer service has been criticized in the past. I was really pleased with the service I received from them. They were really quick in authorizing and arranging my RMA and I'm confident that if I do need to deal with them during the warranty period things will be dealt with efficiently!

A happy PB278Q owner