Sony Bravia LCD TV with 'stuck' pixel

[globox]

Hello

I bought one of these from Komplett and when I asked about exchanging it, I was told "Sorry, but there's nothing we can do" and given a link to Sony's website.

At over £1000 I expected a bit more than to be fobbed off by Komplett Customer Services.

I know for a fact that despite what is on Sony's website, they would exhange TV's with stuck pixels that were bought from them without question.

Any comment?

Thanks

[mrt9888]

If its a stuck pixel and not a dead pixel you could try rubbing and it return to normal, this worked on my lcd monitor.

[digit]

There are usually certain conditions when buying TFT's or TV's as to how many pixels must be stuck or faultly before a return can be made. Nintendo for instance only exchange the ds if 3 or more pixels have become faultly. I imagine Sony operate a similar returns system.

[globox]

Thanks for the info guys.

[Steve B]

i think theres actually a short video which can be played which helps unstick pixels. the guy in spain was talking about it when i had stuck pixels on my PSP. not sure if he's talking pap, but its worth a shot. :D

[globox]

Tried that - ran it for an hour.... no joy :undecided

[luap.h]

not really helpful but Nintendo offer a zero dead pixel policy on their DS units - I have emailed them directly about this

As for Komplett/Sony - it seems to be the way, if there are any dead pixels, the customer is usually fobbed off to the manufacturer. As it was over the internet, maybe the distance selling thing could work - return it as unwanted, though you'll need to pay return postage probably

[globox]

It is interesting to note parts of the Komplett comment at the top of this and every page on the forum:

[QUOTE]Komplett..... aiming to ensure top service..... professional procedures and the shortest turnover time with product returns; Komplett.care@HEXUS is a key part of its customer service strategy[/QUOTE]

Very 'Touchy, Feely' and yet (as far as I can tell) none of the Komplett Admins have bothered to comment. Just goes to show that you can't believe the hype when it comes to *any* company's tag line, unless the customer service strategy is to ignore customers who complain!

[Madafwo]

Things have to be taken in context, dont get me wrong, I would return any monitor under the DSR's if it had a dead pixel, but you are talking about a panel with well over 4 million pixels and 1 is faulty, thats a failure rate of less than 0.000025%. Thats why there are the ISO standards on what can be classed as faulty or not.

The only options in this case are to either return the monitor under the Distance Selling Regulations (you could pay return postage or possibly Komplett could pick it up and knock an agreed amount off the refund if they feel like doing so) or try a program called UDPixel that is pretty good and getting stuck pixels to work again.

[chrestomanci]

Unfortunately Komplett have a bit of a history when it comes to RMA issues. I got put of using them because of [url=http://forums.hexus.net/showthread.php?t=59726]the issue in this thread[/url]. Basically the punter ordered an AMD CPU, and when it arrived (still sealed) some of the pins where bent or broken. When he tried to RMA it, Komplett refused quoting AMD's return guidelines even though the damage was not the punter's fault, and his contract was with Komplett not AMD.

Anyway, back to LCD panels. My advice in this instance would be to return it under the distance selling regs. They give the customer the right to refund for any reason, even if the retailer does not agree with those reasons.

With electronic products most people expect all examples of the same product to be the same, but with LCD panels a small percentage are inferior. The percentage is not so small that all inferior ones can be scrapped, so the industry as defined a policy of declaring them acceptable even thought they are clearly not in the eyes of the customer.

I think the solution to this would be to bin panels with stuck pixels as seconds, and sell them at a discount. Like most people I would be quite unhappy to spend £1000 on an LCD TV and find it was less than perfect, but I would not mind so much if it was a much larger one that had been discounted by a third due to a few stuck pixels.

[globox]

My feelings entirely. It should be made clear on the website selling the items that there is an 'acceptable' (sic) percentage of dead/stuck pixels that customers should be aware of. Eyethankyew

Anyway, I'm ignoring the pixel but still annoyed that KOMPLETT take the attitude that they do.

[globox]

Thanks for the tip, but the Sony Bravia is an LCD TV, not a monitor (I don't think it's .NET enabled either :p )


[QUOTE=Madafwo;996745]...........snip


or try a program called UDPixel that is pretty good and getting stuck pixels to work again.[/QUOTE]

[chrestomanci]

[QUOTE=globox;996818]My feelings entirely. It should be made clear on the website selling the items that there is an 'acceptable' (sic) percentage of dead/stuck pixels that customers should be aware of.[/QUOTE]
I don't think the problem is with customers not being informed. I have not checked Komplett's T&C but if you read scan's Terms it does say what their policy is with dead pixels.

The problem is that luck is involved. Most people get a perfect LCD panel without any stuck pixels, but a small percentage (I estimate 5-10%) get one that is noticeably inferior, but have to pay full price, and are not entitled to return it for that reason. Those unlucky customers are entitled to feel unhappy about their buying experience.

If the LCD TVs & monitors with stuck pixels where sold separately at a discount, then no one would feel hard done by or unlucky. The customer would have had a choice of paying full price for a perfect product, or getting a fair discount for a product with known defects.

[Madafwo]

LCD TV's or Monitors, they all share the same ISO specs.

UDPixel isn't a bad program, give it a go, assuming you have a PC and you can connect the two and run UD Pixel.

[globox]

I may end up with even more stuck pixels!!!

[QUOTE=Madafwo;997094]LCD TV's or Monitors, they all share the same ISO specs.

UDPixel isn't a bad program, give it a go, assuming you have a PC and you can connect the two and run UD Pixel.[/QUOTE]

[McKomplett]

The dead pixel policy we follow is the industry standard.
Warranty is always with the manufacturer, with a low amount of dead pixels considered to be acceptable.

More info can be found at the link below.
[url]http://www.komplett.co.uk/k/k.asp?action=custserv&topic=techhelp13#pixel[/url]