Dead Pixel, manufacturer defect.

colonelc

Let me begin by saying i have been a customer of Acer for over 15 years and our business has started selling Acer monitors within the past year.    My old school P236H 23 inch monitor at home has been running great for nearly or over 10 years now.  

 

(( The situation as it is.  I sold a customer a fantastic, superspeed but expensive computer.  Part of the things he wanted was a bigger monitor.  We decided on the 24 inch monitor. V246HLBMDP.  Great looking large monitor with a display port as well.  I was with the customer when we got it all set up at his home and wanted to see the graphics quality because there was a upper middle range video card installed.  Within about 40 minutes of use a pixel either died or partially died at the top of the screen.  Clearly visible and very distracting... Something about the human brain draws attention to faults... Ok no problem, trying to remain credible and give the customer a positive experience, i advised him we'll let buy you a new one and i'll credit the defective one back and i'll deal with the warranty issue.   Ok

so then he bought a 27 inch V276HLBMD.  We took the defctive monitor back and begin the warranty process. ))

 

I was told by your representatives "One dead pixel does not affect how the monitor works", by that logic if i had 100 out of the 10 000 pixels dead it would not affect "how the monitor works" because it still displays something...

 

According to Acer's dead pixel policy.

http://acer.custhelp.com/app/answers/detail/a_id/96/~/what-do-i-do-if-i-have-a-defective-or-stuck-pixel-on-my-lcd-display%3F

 

A brand new 24 inch monitor with a dead pixel at the top; of the screen is apparently not covered..  That is absurde, i clearly would not have purchased the product if i was expecting a dead pixel!

 

Clearer disclamers about what is covered and what is not should be spammed to you constantly when you are about to buy an acer monitor.. (On every monitor specs page and retailer display.  If i would have known there was a risk and a chance to not get it fixed, i would have spent the extra $50 on a Quality Brand!

 

That being said every manufacturer has their 1% defect rate.  The difference is the others actually fix their defects. Not wave a disclamer in front of you (After your purchase) and say sorry we're not responsable...

 

Now the fact that Acer claims it will only cover if it's in the direct centre of the screen is also absurde.  When you use a montior, do you look only at the very middle of your screen ? No...  You use your quick launch at the bottom... You use your toolbars / browser bars at the top... You use every inch of the monitor...  

 

That being said, why then advertise a 3 Year Limited: Parts & Labor, Mail In or Carry In Warranty, when you won't even warranty it. 

http://static.acer.com/up/Resource/Acer/Docs/US/Standard%20Warranty/PanAm-20140218/20140219/Acer_MON_WTY_DOC_3_YR_MICI_US_CA_MX_LA_46.AD159.003_040213.pdf

 

The impression of covereage is clearly advertised on every page i've seen...  Yet nothing about the disclaimer of what is apparently covered... Why advertise what you won't be fixing anyhow..

This is clearly a case of misleading the customer into thinking their covered by warranty.

 

Really Acer?! When you buy a new monitor and there is a dead pixel, that is deffective..  One dead pixel or four (apparent minimum required to fix) really doesn't make a difference, it's not the fully functional prodct.

 

This was not a used monitor, it was not a refurbished monitor.  It was a brand new monitor out of the box and a dead pixel appeared under an hour of use...  No it was not damaged during installation, no abuse or anything of the like.  

 

Because i like Acer and have been a loyal customer for years i wanted to give acer the opportunity to fix this before we drop their line of products entirely.  

As a consumer my only power is to take my money elsewhere.  However I am a systems intgrater and builder.  The fact that i would no longer be recommending, but actually advising against Acer's products i hope that Acer takes this a little more seroustly.  My next option is then to complain to the distributor and advise them stop carrying Acer products as well.

 

I don't want to explore that route, but we may be left with no other choice.