Dead pixels

[bushmins]

I was looking at the sticky on dead pixels and was wondering if i was to buy a TFT from Novatech, am i allowed to open the box to check for dead pixels before i hand over the cash?

[mam]

I bought the 22" SAMSUNG 2233 BW yesterday.

I asked the question regarding dead pixels,I was informed,if i get home and there are dead pixels,I can return it for an exchange or refund.Because it was a SAMSUNG LCD I knew it was very unlikely that there would be any dead or stuck pixels.I was right,so far....
The member of staff I dealt with was very helpful and knowledgeable,I'm sure if I asked to view the LCD working,he would of obliged .

Until you ask you never know.

[sniperdude]

under the distance selling act you can return items back for a full refund within a month of delivery
providing you notify the retailer that you will be returning the item within 7 working days of delivery

[Danno]

distance selling covers goods that are unopened however sometimes we will accept opened good back so long as they are returned is as new condition. the only things that we cant accept back under 7 days distance selling is software as all software sales are final, products that have security seals on the box that you have to break to open and items not returned in as new condition.

the dead pixel policy we have is,


TFT, LCD & Plasma Pixel Policy
A 15 inch LCD display running at a resolution of 1024 X 768 contains 768,432 pixels, each pixel is made up of 3 sub pixels giving a total of 2,359,296 pixels. A 19 inch LCD display running at a resolution of 1280 X 1024 contains 3,932,160 pixels, and a 24 inch LCD display running at 1920 X 1200 contains 6,912,000 pixels, having a few "dead" pixels is not considered a defect.
It is rare for a LCD screen to ship with, or develop pixel irregularities. If or when a dead pixel occurs, it is not an indication that more will occur. It is usually a solitary incident. Therefore, Novatech feel it is important to make our customers aware that some screens may have slight irregularities in the form of dead pixels. Within the first 28 days from purchase unfortunately, Novatech will only be able to replace a screen that has three or more pixel defects spread across the screen, or two dead pixels that are connected to each other. We are sorry for any disappointment this may cause our customers, however, the manufacturers of TFT, LCD and Plasma screens dictate this policy. More information on manufacturer's dead pixel policies can be found here.
viewtopic.php?f=11&t=155 (http://forum.novatech.co.uk/viewtopic.php?f=11&t=155)
Please contact our Customer Support Department for any further clarification regarding this policy.

sometimes we will accept monitors with less than 3 dead pixels back within 7 days from purchase so long as they are returned in as new condition and the customer returns them to us.

going back to the original question. it would not be possible to check the monitor before paying as our warehouse staff can not pick and order until the money has been taken and the order has invoiced. if you get the monitor and it does have any dead pixles it would be best ot call tech support on 0871 222 1212 to discuss the issue.

[sniperdude]

"distance selling covers goods that are unopened "


no that is what retailers like to tell customers in a bid to void there rights under the law.

if it went to court and you was to say to the judge we wouldn't refund because the the monitor was opened
you would lose the case without doubt.

the selling act it's self is to insure people know what they are buying as if they where in the shop
in a shop you could view the goods. on-line, telephone or any other form of distance selling you can't
and have to take the retailers word for it

his word may not be correct. :oops:

Can I withhold a refund if a consumer fails to take
reasonable care of the goods?
3.47 No. Other than for the exceptions at paragraph 3.38 the DSRs give
consumers an "unconditional" right to cancel a contract and legally
oblige you to refund all sums due in relation to the contract as soon
as possible after the consumer cancels, and within a maximum of 30
days. The DSRs do, however, give suppliers a right of action against
consumers for breach of the statutory duty to take reasonable care


here are the only exceptions to the dsr and not one of them mention open items apart from software

3.38 Unless you have agreed that they can, your consumers cannot cancel
if the order is for:

services where you have had the consumer’s agreement to start
the service before the end of the usual cancellation period and you
have provided the consumer with the required written information
before you start the service, including information that the
cancellation rights will end as soon as you start the service.

goods or services where the price depends on fluctuations in the
financial markets which cannot be controlled by the supplier.

the supply of goods made to the consumer’s own specification
such as custom-made blinds or curtains. But this exception does
not apply to upgrade options such as choosing alloy wheels when
buying a car; or opting for add-on memory or choosing a
combination of standard-off-the shelf components when ordering
a PC, for example.

goods that by reason of their nature cannot be returned

perishable goods like fresh foods or fresh cut flowers

audio or video recordings or computer software that the customer
has unsealed

newspapers, periodicals or magazines, and

gaming, betting and lottery services

[NeilX90]

Good post Sniper.

I recently had to return a dead Dinovo Edge keyboard to Nova (28 days old) and the person on the end of the phone had to get permission to accept the return, rather than me sending it back to Logitech themselves. I was about to open fire with the UK selling regs. but customer support said, and I quote, 'we can't have you sending this back to Logitech - it will take longer to get a replacement than you've actually owned it' and they did the right thing, sending me a replacement very quickly.

I think there is a lack of understanding of consumer rights at Nova, but what they miss there, they make up for in being human beings and they do the decent thing.

I would always, always, recommend Nova to my friends and colleagues for their customer support. Sure, you might be able to find a product a pound cheaper here, two pounds cheaper there, but how a business treats problems defines how good it is for me.

[Danno]

we will always try our best to help customers and keep them happy. with all types of returns (faulty, distance selling and so on) we always have to try keep to the rules however sometimes we can break them a little, it all depends on the situation, we will treat each return individually. sometimes customers will get what they want when its not our normal returns procedure and other times we have to stick to the correct procedures, unfortunately not everyone will get what they what they want but we will always try our best.

if a customer needs to return an item its always best to give us a call or use live chat, you can use email but i personally always find it better speaking directly to someone. one thing i always think that helps with returns is if the customers dont get angry and start screaming and shouting, if the customers is calm and polite you will always find the person on the other end will try that little bit more to help sort the situation.

going back to the distance selling bit, most products we will accept back under distance selling even if they have been opened so long as they come back in the condition they were sent, no scratches, no damage to packaging, 100% complete and the customer returns them to us. the sort of things we cant accept back under distance selling if opened are things with security seals that you have to break to open, things like retail boxed cpu's and software. thats all i can think of at the moment but there are other items. the main reason we cant accept them back is because there is nothing that we can do with them, we cant sell them as new and cant return them to our suppliers.

if a customer is ordering something and are not sure its exactly what they want i would always recommend calling sales first just to see where they stand on returning it if its opened, if you receive a product and are not sure about it of not sure if it will work again get in touch with us before opening it. 9 time out of 10 we will say try it and give us a call back if your not happy and we will give you a returns number. if its something that cant be returned once opened like a retail boxed cpu will will say on the phone and then its down to the customer to decide to try it or not.

[sarahtnt83]

Hi, I have just bought this very same monitor and the RICOCHET ATI PRO bundle. I also bought Windows VISTA with Windows 7 upgrade. I have connected everything up and switched on... an the screen is blank... nowhere on NOVATECH's website can I actually confirm wether their bundles come with Windows already pre installed. Obviously as I have paid for Windows seperately If I open it and it turns out I was a complete idiot and it was already on the bundle I can't get a refund..... can somebosy please please help me i'm at my whits end here!!! (I've also tried to hook up an old monitor to the computer and it too just shows a blank black screen!!!)

[NeilX90]

Sarah,

Unless you specifically ordered the Ricochet to have Vista pre-installed, the drives will be completely blank. Pop back to the Ricochet page and check how much you paid for it against the prices on the site to be sure.

That said, you should see *something*. A PC with no operating system installed should still display something on screen as it is powering up - basically, a brief description of the system and a self-test. It will then halt with an error message stating the obvious - no operating system. Some monitors do take a while to start receiving signals from the PC, so it would be worthwhile to switch on your PC, wait a couple of minutes and then press the 'reset' button to see if any text appears.

I know that Nova test every system before it is shipped so they wouldn't have sent you something that wasn't working from the warehouse, but it may have been damaged in transit. Can you confirm that absolutely *nothing* appears on screen ? If this is the case, then the simplest answer is simply to phone up Nova and get them to take it back.

I can see why you've asked the question here, but if you want to discuss any further, your best bet is to start a completely new topic so people will see it and help out; at the moment your problem is lost in a 'dead pixel' discussion !

[Warranty Void]

we will always try our best to help customers and keep them happy. with all types of returns (faulty, distance selling and so on) we always have to try keep to the rules however sometimes we can break them a little, it all depends on the situation, we will treat each return individually. sometimes customers will get what they want when its not our normal returns procedure and other times we have to stick to the correct procedures, unfortunately not everyone will get what they what they want but we will always try our best.

if a customer needs to return an item its always best to give us a call or use live chat, you can use email but i personally always find it better speaking directly to someone. one thing i always think that helps with returns is if the customers dont get angry and start screaming and shouting, if the customers is calm and polite you will always find the person on the other end will try that little bit more to help sort the situation.

going back to the distance selling bit, most products we will accept back under distance selling even if they have been opened so long as they come back in the condition they were sent, no scratches, no damage to packaging, 100% complete and the customer returns them to us. the sort of things we cant accept back under distance selling if opened are things with security seals that you have to break to open, things like retail boxed cpu's and software. thats all i can think of at the moment but there are other items. the main reason we cant accept them back is because there is nothing that we can do with them, we cant sell them as new and cant return them to our suppliers.

if a customer is ordering something and are not sure its exactly what they want i would always recommend calling sales first just to see where they stand on returning it if its opened, if you receive a product and are not sure about it of not sure if it will work again get in touch with us before opening it. 9 time out of 10 we will say try it and give us a call back if your not happy and we will give you a returns number. if its something that cant be returned once opened like a retail boxed cpu will will say on the phone and then its down to the customer to decide to try it or not.


You dont seem to understand the distance selling regulations, customers that have bought an item over the internet or phone can return any item other than software for a full refund within the first 7 days of reciving the item, If the item has been opened or used it does not matter. Trying to mislead customer that they cannot return items becasue they have been opened is quite frankly shameful in my opinion.

[Helior]

You dont seem to understand the distance selling regulations, customers that have bought an item over the internet or phone can return any item other than software for a full refund within the first 7 days of reciving the item, If the item has been opened or used it does not matter. Trying to mislead customer that they cannot return items becasue they have been opened is quite frankly shameful in my opinion.

Nothing is that simple, don't be so naïve, you think DSE is a free pass to return whatever the **** you like regardless of other factors?

DSE is an extension of standard contract law, any contract can be cancelled within two weeks based on 1 all powerful premise; both parties must be returned to the state they were at before the contract was made. That means that neither party should be losing money, the product should be as new and basically restockable.

DSE also has a well defined purpose and getting around very well defined warranty conditions is certainly not it. Show me a shop where you can unpack a monitor or TV and test it for dead pixels before you buy, you certainly cannot in most.

[PMM]

DSR is their because consumers cannot inspect goods or services before they buy when conducting transactions at distance i.e. over the web / by phone.

Stands valid when no face to face contact is used. (Therefore more rights are awarded you than if you brought directly in the shop).


Can I insist that consumers who cancel an order within the cancellation period return the goods as new or in their orginal packaging?
No. Consumers are under a duty to take reasonable care of the goods while in their possession as discussed in papagraph 3.44.
The DSRs allow consumers to examine goods they have ordered as they would in a shop. If that requires opening the packaging and trying out the goods then they have not breached their duty to take reasonable care of the goods
In these circumstances you cannot insist that consumers return the goods as new or in their orginal packaging. You may ask consumers to return goods with the orginal packaging, but you cannot insist on this. http://www.oft.gov.uk/shared_oft/business_leaflets/general/oft698.pdf


Its all getting a bit off topic lol.... in general the 3 pixel rule applies to most places as its something manufacturers accept but screens are produced much better these days thats its a rare occurrence if you get any.

[Warranty Void]

Nothing is that simple, don't be so naïve, you think DSE is a free pass to return whatever the **** you like regardless of other factors?

DSE is an extension of standard contract law, any contract can be cancelled within two weeks based on 1 all powerful premise; both parties must be returned to the state they were at before the contract was made. That means that neither party should be losing money, the product should be as new and basically restockable.

DSE also has a well defined purpose and getting around very well defined warranty conditions is certainly not it. Show me a shop where you can unpack a monitor or TV and test it for dead pixels before you buy, you certainly cannot in most.


I've worked in retail for a number of years and I deal with DSR issues daily, I have taked about all this with members of trading standards and many lawers. If a customer do not want an item for any reason they can return with within seven working days for a full refund. I would suggest you read the act before passing such ignorant comments on a subject you know little about.

[NeilX90]

Folks, this is a very old thread brought back inadvertantly by someone new who has an issue with their kit and probably found it through search.

Check the dates on the posts....

I don't think anyone has had an issue with the RMA process in the time I've been here so can we put this one to bed in a friendly manner, without getting all upset over legal jargon, and leave Sarah to start a new thread should she want to do so ?