Dead Pixels vs. Distance Selling Regulations.

[Penfold]

So I bought a new LCD monitor and when I booted it I noticed I had a couple of dead pixels.

Bit irritating I thought, so I phoned up customer services and was told that the law says that up to 6 dead pixels are allowed depending on the size of the screen and that they don't have to replace the monitor.

So I told them I wanted to return it as it was unsuitable. They said that they don't accept opened products as returns.

They were adamanet and more than a little aggressive...

So I got hacked off .....

I used to work for the DTI and was sure I remembered that there was some specific laws on this, so I checked through their various Acts regarding e-commerce and came across the Distance Selling Regulations Act.

http://www.dti.gov.uk/consumers/buying-selling/distance-selling/index.html

In essence it says that if you buying gives protection to consumers who shop by phone, mail order, via the Internet or digital TV: The                                        protection includes:                                           • The right to receive clear information about goods and services before deciding to buy;
• Confirmation of this information in writing;
• A cooling off period of seven working days in which the consumer can withdraw from the contract;
• Protection from credit card fraud.                                        
                                     Now there are some exceptions - but the most likely one to trip you up is that you have to be a consumer and not buying for a company... plus obvious ones such as software and customised goods.

Fortunately I had bought this monitor on my personal card not my company card ...

So I write to them with a nice registered post letter saying that I wish to return the monitor under the DSR Act and point out that I meet the criteria.

Recived an RMA returns number by return, sent the goods back and got my card credited.

Bottom line - if you buy anything online you're not happy with and want to return it - and they're messing you around .... then  keep the DSR in mind.

PEN

PS. Checked with the law on dead pixels on monitors and laptops - couldn't believe that manufacturers don't have to replace your monitor if it's got dead pixels ...... they never mention that when you buy them!

[DuVeL]

I've been using that same procedure to bring my previous headset back.
When I returned it they first had to test it. So I told them the programs I had problems with: CounterStrike-Source and BF2, guess there's a guy there who's testing headsets for games and such...
 
Good call though, maybe worth a sticky?

[suicidal_monkey]

PS. Checked with the law on dead pixels on monitors and laptops - couldn't believe that manufacturers don't have to replace your monitor if it's got dead pixels ...... they never mention that when you buy them!

c'mon, this has been an issue for people buying TFT monitors since they first appeared on the scene! :rtfm: ... :flirty:

Different companies have different policies, and the size of the screen can affect how many pixels they consider a fault. Viewsonic were about the best overall I think, as their policy was pretty much more than 1 dead pixel and you can return it and these days some manufacturers will give you a zero-dead-pixel warranty. There's further rules for sub-pixel errors and clumps of errors and how close they are to the edge/centre, it's all tricky stuff so read the fine print!

With DSR you can return the product as long as it is "unopened" or basically as you bought it. In the case of electronics you can usually get away with turnign it on, seeing something you don't like, and send it back. All you lose is postage costs. If the item is actually faulty (in a legal sense) then you can return it under a RMA for a full refund including postage. The latter case usually requires them to test the item to check it is indeed faulty, the former they must accept by law.

[Penfold]

c'mon, this has been an issue for people buying TFT monitors since they first appeared on the scene! :rtfm: ... :flirty:

OK --- first I've heard about it though .... I'm sure the vast majority of consumers out there who know nothing about this. :sad:

With DSR you can return the product as long as it is "unopened" or basically as you bought it. In the case of electronics you can usually get away with turnign it on, seeing something you don't like, and send it back.

I think you can get away with more than that. You have a full seven days and opened packaging and is fine  (providing you're not under the exceptions - and you have to make a reasonable effort to replace all the packaging where possible).

If you look at many websites out there - there is nothing listed about DSR. They list their returns policy which, more often than not, says that the product HAS to be unopened....  That's plain wrong.

An interesting one is the 're-stocking fee' that several companies charge. I'm not sure whether the DSR allows for that or not?

PEN

[Gorion]

some manufacturers will give you a zero-dead-pixel warranty

who?
 
dead pixels are the reasons ive always kept away from tft's
 
bdw, Dell only replace it if its a cluster or 6 dead pixels... :/

[suicidal_monkey]

who?
 
dead pixels are the reasons ive always kept away from tft's
 
bdw, Dell only replace it if its a cluster or 6 dead pixels... :/

certain specific models come will (short-term) zero dead pixel warranties. I think Viewsonic have about the best attitude and have a very low dead pixel count before it's it deemed faulty enough to return, but again thi might not apply across the entire range - cheap monitors bring a higher risk. you get what you pay for sort of thing.

read away:
http://www.behardware.com/art/imprimer/519/
http://en.wikipedia.org/wiki/Dead_pixel

[delanvital]

certain specific models come will (short-term) zero dead pixel warranties. I think Viewsonic have about the best attitude and have a very low dead pixel count before it's it deemed faulty enough to return, but again thi might not apply across the entire range - cheap monitors bring a higher risk. you get what you pay for sort of thing.

read away:
http://www.behardware.com/art/imprimer/519/
http://en.wikipedia.org/wiki/Dead_pixel

Wasn't it Samsung which had/have a zero-bright dot guarantee?