The story of my XPS 13

Tnetennba on 03/04/2014 - 14:25
Last edited 14/04/2014 - 16:14

Hello,

I purchased a Dell XPS 13 at the start of this year for around $1300 (before the ridiculous price hike), and about a month ago noticed a couple of dead pixels on the display.

One harmless phone call later, and dell sent a service guy to me the next day - very good service in that regard - except they sent out a non-touch display (#2) to replace the touch display. This display also had a dead pixel in around the same area as the original display.

The next day they send someone else, and he puts on a new touch display (#3). This display also has a dead pixel in the same area, and after a few stern words involving "Australian Consumer Law" when refused another display, they sent someone out with another display today (#4)… which is again non-touch (didn't even get him to put it on).

They are sending someone again tomorrow with a new touch display (note: all parts have been new, albeit with dead pixels).

My question is, if the new display has another dead pixel in the same position, am I able to request a replacement? It's clear that the servicing is doing nothing, and it's probably some sort of other issue (if it was a faulty batch, why did the non-touch display also have a dead pixel?).

Dell's guidelines for dead pixels is a minimum of 6 for this model. I'm not having any of that and have already proven that I can get it replaced with just 1 dead pixel. I feel like requesting a replacement if my next display has a dead pixel is pushing it for just one tiny pixel, but they annoy me so much I feel like I have to, and if I don't I feel like my laptop is devalued significantly.

Any tips? Not sure what to do :(

Thanks

TL;DR: Got new xps 13 in Jan, 3 screen replacements and all have had a dead pixel in the same spot. What should I do?

EDIT 7/4/14 The guy came today to replace the screen again, and it's finally fixed! No dead or stuck pixels whatsoever. I guess I was just unlucky with the screens I was given :)

Update: Just got off the phone with dell and they are going to replace the whole unit after "approval" (whatever that means - I'm having a replacement either way). Didn't even have to mention consumer law or the ACCC this time. I told them 4 replaced screens is excessive, he agreed and now I'll be getting a replacement :)

Poll Options

  • 10
    Try to get the whole unit replaced
  • 0
    Keep getting the display replaced
  • 2
    Suck it up and have a dead pixel
Computing 13.3inch Computer Dell Laptop Ultrabook

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Comments

  • geek001 on 03/04/2014 - 14:32
    +1

    Hmmm… if the dead pixel keeps showing up in the same place regardless of how many times you replaced the display.. maybe it is not the display that is the problem.. maybe it is the GPU on your laptop? Just a thought.

    Maybe you can ask Dell to check whether your GPU is ok instead?

    • Tnetennba on 03/04/2014 - 17:57

      Yeah, the service technician said it may have something to do with the connector to the motherboard, or something similar.

      If the new display has dead pixels, I'll be calling Dell and will persist until they agree to either replace the whole unit, or every bloody part until they find the issue.

      Just realised I can't have the service tomorrow, so I'll let you guys know the outcome on Monday.

  • pinoy on 03/04/2014 - 15:52

    ask for a replacement. had a similar issue with an Optiplex 9020 aio. however they sent a replacement unit after 4 unsuccessful tech visits. the new unit was fine.

  • Astro551 on 03/04/2014 - 17:25

    You shouldn't feel like you're pushing it for purchasing the product you request. Don't think anyone goes out there wanting to have a dead pixel :/ it may sound like a little thing but it's definitely annoying

  • Peace Maker on 03/04/2014 - 22:23

    Dell's guidelines for dead pixels is a minimum of 6 for this model. I'm not having any of that and have already proven that I can get it replaced with just 1 dead pixel.

    That sounds good, but if Dell's policy binds their decision on your claim, I wouldn't rely on your previous success in getting a replacement. They may enforce the policy and you end up with a display with 5 dead pixels instead of 1. Something to consider.

    Also is it dead pixels or stuck pixels you are getting? What are you using to test it? Once again, it might come into play with their policy.

    • Tnetennba on 03/04/2014 - 22:29

      Also is it dead pixels or stuck pixels you are getting? What are you using to test it? Once again, it might come into play with their policy.

      Dead (dull) pixels.

      That sounds good, but if Dell's policy binds their decision on your claim, I wouldn't rely on your previous success in getting a replacement. They may enforce the policy and you end up with a display with 5 dead pixels instead of 1. Something to consider.

      I was initially refused another replacement when they found out I only had one dead pixel. I then told them that basically their "warranty guidelines" are rubbish as Australian Consumer Law overrules any claim made by a manufacturer/retailer's warranty. I cited the fact that when buying a product they sell for $1800 now (lol, right?), you would expect the product to be free from any defects, fit for purpose and as described.

      Now, a dead pixel is clearly a defect. It wasn't hard to argue that this was the case and as soon as I had sent off this information to them, they changed their stance completely and arranged today's service (albeit with the wrong part).

      It's more the fact now as well that they have admitted it is defective anyway by servicing my laptop in the first place! Why service it if they claim there is no problem (ie. less than 6 dead pixels)?

      Either way I will keep everyone updated. I'm sure you're on the edge of your seats.

      • Peace Maker on 04/04/2014 - 10:45

        Good luck. Hope it works out.

  • Tnetennba on 07/04/2014 - 18:02
    +2

    UPDATE: The guy came today to replace the screen again, and it's finally fixed! No dead or stuck pixels whatsoever. I guess I was just unlucky with the screens I was given :)

  • Tnetennba on 14/04/2014 - 03:22

    Update number 2: Just wiped down the screen as it had some dust on it… and there's a dead BRIGHT pixel right in the middle now. F**king hopeless. This screen also does seem to have some vertical lines on it which I never noticed on my previous ones.

    I do believe 1 bright pixel is enough for a replacement screen in their warranty, but I will be escalating this to a full replacement or refund on the phone tomorrow. What an absolute disappointment. 4 Different screens and none are right.

    I expect either way their service will be great again, it's just such a hassle to organise someone to come out during a day I'm available - meaning I can't do things in the 1-2 hour window that they claim they will arrive in, yet they come late anyway. I mean it's what you expect with in-home service, but come on.

  • Tnetennba on 14/04/2014 - 16:13

    Update 3: Just got off the phone with dell and they are going to replace the whole unit after "approval" (whatever that means - I'm having a replacement either way). Didn't even have to mention consumer law or the ACCC this time. I told them 4 replaced screens is excessive, he agreed and now I'll be getting a replacement :)

  • LYRICALRAVER on 14/04/2014 - 18:54

    Back in the old days, I bought a Pentium 4 Desktop (way overpriced) at $1100 this was year: 2006, can't believe that you could get this for less than $50 bucks these days! so how much 'depreciation in value' is that? 7-8 years, same thing with USB flash drives.

  • morpheu on 16/04/2014 - 10:01

    ahh one of the downsides to online ordering, just think, you could have saved tons of time/frustration back in the old days where you walked into a shop, opened a box and checked the laptop before taking it home

    • Tnetennba on 16/04/2014 - 12:33

      The orminutes issue did not appear for months after I purchased it. It has nothing to do with buying it online.

      If anything, I've saved time because Dell does great in home service after a few minutes on the phone. I don't have to take it in to wherever I bought it and wait for them to ship it off wherever they like and wait for a repair.

      • morpheu on 16/04/2014 - 14:34

        orminutes? dead pixels are a manufacturing defect, i.e they develop when the panel is made

        • Tnetennba on 16/04/2014 - 17:48

          Sorry, I was on my phone when I typed that and it must have corrected something (probably meant "dead pixel").

          I originally thought that, but I thoroughly inspected the screen when it first arrived, and there were no issues. The dead pixels definitely arose sometime later.

          The final dead pixel is a bright pixel, and I didn't originally notice it as it's pretty normal-looking on a white screen (most web pages), however I was wiping down the screen with a cloth and noticed it - it gets way, way brighter when you even lightly touch the screen.

  • [Deactivated] on 16/04/2014 - 16:10

    Let me put it how it is. They don't have to fix it at all if there are less than 6 pixels dead. The fact that they are trying to, is them being nice.

    If you've had multiple replacements and it's still doing this through all of that I would say it's definitely not the panels. Probably either the LVDS cable, the GPU (if you have a dedicated one) or the port on the motherboard.

    Call them up (get that persons name and badge ID so they don't hang up on you or stuff you around), explain the situation and the extremely low likelihood of more than 3 LCDs being faulty and ask if they are willing to replace those parts. If not ask to speak to their supervisor.

    If they refuse just say you want a refund, they hate that.

    • Tnetennba on 16/04/2014 - 17:46

      As I said earlier, they are already replacing the whole unit. I got a call today to confirm the details of the replacement, it'll be here (along with return postage documents) within a few weeks, as it has to be manufactured brand new.

      They don't have to fix it at all if there are less than 6 pixels dead.

      Actually, that's not the case. Their warranty may say this, however Australian Consumer Law overrules any warranty, and by definition, faulty pixels are defects, and it has occurred within a reasonable time frame, so I am entitled to a repair, replacement or refund by law. They have since been unable to repair it, so are offering a replacement. If this replacement somehow has the same issues, I will be able to get a refund no problem.

      I could have opted for a refund when they offered a replacement, but the price of this type of computer just seems to be going up and up, so I don't want to pay more for something else.

  • Tnetennba on 14/06/2014 - 01:10
    +2

    Just a quick update - got the whole unit replaced and no issues on the new one :) A happy ending after all.

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