How do I fix my m1530 Grainy Screen?

On the box of my LG it said refurbished, so I'm assuming mine came from another computer, so I guess I probably just got really lucky.

 

I was told the tech who installed my screen that the boxes are marked refurbished so when you send the old one back in it (the box) it is already marked refurbish and goes to the correct department.

I don't know if it is true or not but that is what he said.

 

Ha ha, of course it might be true, but if it's not, what a great line.

 

So, I just got out of a chat session attempting to acquire an LG replacement. I didn't think I had it in me, especially after getting hung up on last night. It was kind of interesting. After I gave my spiel, she came back and said, "I am seeing a previous order around the beginning of January for a 1530 that had it's LCD replaced twice because it was grainy. Then it was returned and now this screen is also grainy?"

I thought this was going down the road of being indicated as a complaining, bad customer.

Then later sends me this link: http://www.lgphilips-lcd.com/homeContain/jsp/eng/tech/tech301_sips_j_e.jsp and she says, " am unaware of the exact panel type inside the 2, but am quite familiar with panel variation. A friend of mine has the exact same panel and his is better in every way. Some of us are very prone to the differences."

I am not sure if her friend had the exact same panel as I was requesting (LG) or as I have (Samsung)

At any rate she put in the order for the LG and cable and gave me the standard info that it might not actually be the one that gets sent.

This is really too much crap to go through to purchase a $1700 product. I am partly doing this out of the desire to help other people get a quality product and to urge Dell resolve this 3 year old problem with the "TrueLife" Samsung screens. I know I'm not just a bad, complaining customer, I've had over 10 new Dell notebooks over the last 6 years. The only other screen complaint I ever had was the same issue on the first TrueLife glossy screen they came out with.

The XPS M1530 is almost a really cool notebook, as opposed to generally ugly but functional notebooks that Dell produces. I'd really like to see the LG screen for myself before I give up.

 

I just fired up my Vostro 1500 with WXSGA+ screen, and I think it's an LG!!!! Can you guys please confirm this. Everything looks great, and I don't see any grain.

The only problem is that text from the web looks fine, but images are all pixelated. What can the problem be? Thanks!

 

LPLF300 it's an LG Phillips

 

Nice, I thought so! The part # is JN997. Any idea why web graphics are looking awful at 1680x1050?

 

WizeGuyDezignz, please read the stickies before you post. There is an entire grainy screen guide FAQ dedicated to your issue and there is also a separate thread where questions go. The stickies are there for a reason.

 

I'm sorry, I apologize for that. Thank you for moving the thread.

 

Again it seems that it really is luck of the draw, in both who you are talking to and the actual availability of an LG screen at the time of the call/chat. The woman that I was in a chat room with didn't seem like she knew what I was talking about, but after I linked her to this site, explained that I do graphics intensive work, and that I had a return order number if it didn't work, she visited with her supervisor for a few minutes and told me she could not get an LG for me. Thats when I asked her if she could check on P/N XK309, again a few minutes went by and she came back and said she has put in an exchange order with the LG screen. I have no idea if it was due to the system showing an XK 309 in stock or having a really nice supervisor working, but I got one.

Hope it works out for you

 

Your DPI may not be standard. Dell sometimes changes that for you if you have a high resolution notebook so that text is bigger and easier to read, but it can mess up web graphics. I thought they had fixed that, though.

 

Somebody shoot me if I'm still posting about this in 2 days.

 

Thanx for the info. Is there anything I can do?

 

You're probably using Vista, but if you were using XP you could right click on the desktop, click properties, click the Settings tab, click Advanced button, click General Tab, see the DPI drop down. If it says "Large Size", then it's causing your problem and you can change it to Normal. However, I think there is another fix, that allows you to leave the DPI setting but allows IE to display images better. I'm not sure if the problem just doesn't occur in Firefox or if there is no fix for it. I think in Vista right clicking on the desktop has "Customize" or something instead of Properties. If you muck around in there you should probably find some similarly labeled setting after wading through all the security confirmation prompts.

 

Sonic, thank you very much! I am running Windows XP and changing to "Normal Size" did the trick. However, Firefox had clean web graphics at the "Large Size" setting. So I guess on "Large Size" it was IE that was the culprit. Thanks for the help!

 

I'm a graphic designer myself, have they ever seen my face on a 10mb file size, 2560x1600 res? I had to wighten my face that you can cook an egg on top of it, kidding that was just an exercise but it was realy bad...ehm!

 

People who already got the LG screens, you all mind if we ask who got the screens for you,.. right. Like the rep name, Id or anything. If you are not afraid to spill them out rather than just be happy about the lg part they gave you. That is if you want to help the rest of us here get right screen.

Yeah mention a few names here who promise you this and that, got mad or had loss his composure. Am I out of line, Dell can bring it...

 

Hi all.

New board user, I came here after getting my m1530 and found this all to be very helpful and informative, so thanks all for sharing.

My story--

I'm in the UK and got my m1530 2 days ago and the screen seemed OK at first for windows and internet browsing, but once I booted up a game with a darker screen balance, I noticed much color wash-out, but worse of all, horrible contrast. There was no black in the screen, only grey at darkest. Right side of the screen was darker, bottom was very light and color-faded. Out of the game, i started looking at just blank screens and bios screens and noticed that my backlighting made the screen edges washed out, and essentially a giant blob protuding from the bottom into the middle washed out. Graininess is slight, I've seen worse. Viewing angles are horrible. Even perfectly parrallel either the top or the bottom loses viewability. The display on my work NEC LCD and my 3-year-old inspiron 9100 LCD is just worlds better than this m1530.

Tried to find the monitor ID from devices but it gave the generic windows number, so I can't even figure out what's in there. My order gave no details either. Just that it's a 1280 x 800 TFT Truelife. I'm guessing it's the Chunghwa or the Samsung.

So, I called XPS tech support today and the agent was responsive--at first. I explained the screen problems and he said it could be replaced. I kindly requested the LG screen instead and gave the part number. He said he had to call people about the parts and would call me back with a date for technicians to come and install.

He called back 2 hours later and said since it was new and nothing was technically wrong with the screen, it was a customer service issue. After fighting over this point for a while, he said I have a samsung and he could only replace with another samsung. I tried dropping the "warranty item replacement" line but to no avail. He told me my only options were to replace with another samsung or to return it and order a new one with an LG screen. I pointed out there was no way to select the screen when it's ordered. I pointed out that many people posted in forums stating they got an on-site tech to swap out and provide an LG screen. No luck. He said he could do nothing and this would be escalated to the customer care team and they would be in touch.

Sigh. Luck of the draw whether or not you get a ****ty screen, and luck of the draw if you get a tech support person who will actually help. I'm tempted to pack this one up and ship it back and order one when I know I can be guaranteed an LG screen.

It's a shame, it's a beautiful computer otherwise.

Just thought I'd share.

 

Sigh. As a hunch I just chatted with Sales and they said they could not place an order asking specifically for the LG screen. Anyone have any different of an experience with this?

So my current options are a) replace with a samsung or b) return and reorder and hope for the best. Wheel of fate, anyone?

 

Keep trying, maybe get a return order number and call back letting them know that you are about to return the computer and go to a different company if they don't make you happy. Did you try Dell Chat? That's what I used.

 

Yes, we all have intermittently gotten techs that say "there is no way I can order an LG" and other techs that say "I'll order the LG for you" I don't really know why this is happening, if there are actually techs who have different options or if some techs are just bad and others really want to try to help. The 2 techs that persistently claimed they couldn't order the LG got angry when I mentioned that other customers had this done for them. Why do they get angry? I'm the one who got the crappy screen for $1700.

 

Here is my take on that. From what I'm reading on the many post here, it looks like some of those Techs do order or request the LG over the Samsung, (like my dell rep) and still the Samsung gets sent. I think the Dell production is under orders to get rid of all the samsungs no matter what is requested. So, some of these reps know that and are the ones who get angry because they KNOW they can't get one...

Just Speculation guys!

 

It's true that SOME LG orders get switched, this happened to me. But other people end up getting the LG. My speculation is that any Dell tech can make the effort to order the LG, but some are jerks who don't really want to help people and do their jobs, and we keep pressing them and so they get mad. The switching of LCDs is another problem that unfortunately we have no ability to affect at this time because we don't get to talk to the dispatch guys.

 

Well luckily I got a LG WXSGA+ screen with my Vostro 1500 that I received yesterday. It is device ID LPL300 or something like that. My part # for the screen is JN997. That seems to be a different part # than most people are posting on here about the LG screen.

Did I get a different model of LG? Other than some light leakage at the bottom of the screen, I have a green stuck pixel on the lower left hand side of the screen.

It is really low, the start bar covers it when it's up (I use automatic hide on the start bar). Luckily it's not in the middle of the screen or something. It is noticeable on dark backgrounds. It's the only one on the screen, but it does bother me a bit seeing it there.

Would you guys worry about it, or just be happy to get a LG screen and live with it? I tried JScreenFix with no success yet. I ran it for about 20 minutes last night. Any advice or suggestions? Thanks!

 

At this point, I would prefer a stuck pixel or 2 with an otherwise screen. But in general I find that unacceptable. Occasionally massaging the stuck pixel area with your fingertip will fix the problem. It either works immediately, or it never works. If it works, it may come back repeatedly, too. I don't think Dell will exchange a screen for a single dead pixel. I'm not sure what the threshold is for that, but it's definitely more than 1.

 

Yeah luckily the location of it won't disrupt normal activities. So you would just live with it? Other than that and the light leakage at the bottom, the screen looks great.

 

I was able to order a customer an LG screen but it was more difficult then just sending the XK309 part. On the first dispatch when it was sent out my order was changed to order a generic LCD kit which included the Samsung LCD. This is because the dispatch team wont send the LCD by itself it has to come in a kit. However the generic kit includes only the LCD itself and an LCD cable. So I set up a second dispatch to correct this, I added the XK309 as well as XR857 which is the LCD cable as well as leaving notes stating that this is the entire order of the kit and I was just changing the LCD type to a LG Phillips.

 

Normally this would be unacceptable to me primarily because of resale value. Sure, where it is is no big deal. I generally only use a notebook for 6 to 9 months and then like to get a new one and sell the old one while it is still under warranty. If you have a single dead pixel it drops the resale value anywhere from $100 to $400. If 1000 people are interested in buying a notebook with a perfect screen, only about 100 would even be interested in buying one with a single dead pixel. (Just making these numbers up, but the point is it's a significant difference I've seen over 8 years of buying a couple notebooks per year.)

 

Like I said in a previous post, once you get a good tech that will order the XK309 for you, you MUST tell him to comment the record so that the department that reviews the service order does not change it. My record was commented (the rep even read it back to me), "DO NOT SUBSTIUTUTE WITH ANY OTHER PART#, SHIP ONLY XK309. THE CUSTOMER WILL NOT ACCEPT ANY OTHER PART#. IF THERE IS A DELAY OR THE PART IS BACKORDERED CUSTOMER WILL WAIT."

This is ironic...just as I am typing this post the phone rings and it's the tech to schedule the replacement work appointment. I asked him to give me the part# he has for me.... after a few seconds of shuffling papers, he said "XK309" So don't believe these reps that try to shuffle you. Either they just too inexperienced and don't know, or, they are too lazy to do what you need them to do. The XK309 *IS* selectable in their system (they enter the part # manually), and it IS in stock (obviously from the above). WATCH your online service order carefully. Eventually the part # will display...if anything other than XK309 comes up, call them before it ships. If it says XK309 then wait for the shipping section to update as "shipped" Once it shows as shipped, it's not going to change again and you should be good to go.

 

Yeah, I do graphic design and such, so it is noticeable. However, it is way at the bottom so it's not that distracting. I am thinking of just living with it. If I can't live with it, how would I even go about getting it replaced?

 

Don't even mention the pixel issue. Tell the tech you have many notebook computers and the screen on this one is just not good. You can talk about excessive bleeding, poor brightness, whatever. If you get a real stickler he/she may not replace it for only 1 pixel and may go by the book "x number of pixels need to be bad, etc. etc.... don't even go there.

I've purchased over 50 systems from Dell in the last several years so it may have given me a little edge when getting the XK309 I wanted. The tech never questioned me or ran any kind of tests... he just put in the service order and added the part # I gave him. Be assertive but in a courteous way. Don't use words like "dude" and other slang terms....it's not professional. The rep must understand that you too are an experienced professional and you know what you want. If there is mutual respect, you'll have no problem. Bottom line, DON'T keep it because "you'll just live with it". You paid good money and it should meet all your expectations. If it bothers you, then get it replaced.

 

I'm pretty sure it's impossible to get your screen replaced now. I was just told this by Tech Support:

Let me Copy The Direct email we all received Team, be advised, we are not to replace any screens on the 1330 and the 1530 with anything else than what was ordered on the system. We are seeing a lot of complaints about the Samsung screens, and per REC, they are not to be replaced by anyone for any reason. The process would be for the customer to contact Customer Care, return the system, and order a new system with the upgraded screen. Once again, we are not to upgrade the screens for any reason, no exceptions. If you have any questions, please let me know.

 

I have several reactions to this.

1.) Last night I spoke with a dell Tech, she placed an order for the LG for me and it was shipped today.

2.) There is no way to upgrade the screen, the WSXGA is the highest grade screen offered and the LG is of the same specification, so the part that implies this is an upgrade is an error on the part the person who wrote, both in seeing the screen as an upgrade and also in implying it could be ordered with a system specifically. In other words somebody is an idiot that should not be doing whatever job it is they are doing.

3.) Customer service up to this point has never been able to do anything about this, and has always referred people to tech support.

4.) Hello, right there in the script it says "We are seeing a lot of complaints about the Samsung screens". The reaction? Give only Samsung screens. Dell needs to find any managers that have this level of insanity and get rid of them.

5.) Either screen can end up in a notebook for which the same price was paid and the same configuration option was selected. This is just a further of the idiocy in the script.

I have to stop now and let others rant a while. I would not let this deter you from resolving your screen problem if you have one. But if you do choose the "return laptop method", please make sure and let them know that you know the LG screens are better and would have liked one and to keep your notebook if it hadn't had been such a hassle to get one, if you feel that way. And include any rudeness are absurdities you experienced trying to resolve your problem before resorting to returning it.

 

It sounds crazy to me too, but it seems like the truth, I just talked to two tech people, they both told me they could only replace the screen with the same one and/or I should just reorder the system. I really don't know what to do anymore.

 

Well, I decided to take your advice and not "live with it". I am a graphic designer and that stuck pixel looked like the size of a softball in my eyes. So I decided I will regret not trying to fix the issue.

I tried Dell Chat first and my work internet connection was lagging the conversation. When I finally had a good chat going, the CSR kept asking me about if I ran diagnostics and if I got an error code.

After chat in between, he said if there is no error code from the diagnostics software, then everything is running fine. I finally got fed up and told him that no diagnostics software is going to tell me what my eyes see. My eyes see back light leakage and a stuck pixel. The guy had the balls to end my session and in the email of the conversation, he deleted the sentences about me wanting something done otherwise I will return it and buy from a different company.

This was all while at work mind you. I immediately grabbed my cell phone and rushed outside. I called Dell instead and I got a customer resolutions manager on the phone without even asking for one.

Let me tell you, she was the NICEST person I have talked to at any company in a long while. She never once questioned anything and immediately set up a replacement to be shipped overnight once it's done being built. I was so pleasantly surprised and I had let her know about my Dell Chat experience.

She even knew that there was only 1 stuck pixel, and she said there shouldn't be any. She was so cool, I am definitely keeping her phone number and email address. LOL.

One question...based on my service tag, will I get all the same part numbers in my next laptop? I ask because I had an LG screen and I would like it to be the same. I asked her about getting an LG screen and she said it should be the same components. Do you know about that? Thanks!

 

Very interesting! If some of the other posts are correct, and they stopped using the Samsung on the production line, then getting a new one would be the way to go. The tech is actually replacing the screen on mine as I type this with the LG and he's putting it all back together now. I'll post about the differences between this and the old Samsung when it's up and running later on.

 

i got my samsung wsgxa+ replaced by a lg/phillips xk309 today

 

I don't think I mentioned this before, but during the chat session I had last night, I was also asked if I had run diagnostics and if an error had been returned. I answered that I had and it hadn't. She replied, "If there was a problem with the display, the diagnostics should find it." I tried, but I was not able to reach through my monitor and strangle her. Of course, this is the same conversation where I ended up getting the LG sent out.

 

Sounds like you had a incompetent idiot in chat. Diagnostics? Error Code?? What a fool. I'm glad you found a nice person to speak with. They cannot specify parts to build the machine with. Whatever parts are available at the time of production are use in the build. If yours was a 1440x900 I believe the chance of an LG is much higher than with the 1680x1080. I hope it works out for you and I'm glad you went for the replacement instead of "living with it".

 

Could you please post her number or PM it to me? Thanks

 

Oh yeah, this is why I always periodically copy the chat session. I wish I had recorded that call where the tech hung up on me. But what can you do anyway? I did file a complaint with Dell about the guy, but I wonder if anything will really be done about it. Perhaps it's enough just that I hope he gets fired, loses his house, his wife leaves him, he becomes depressed and becomes a bum and gets cancer and stubs his toe. And that's just what I hope for him today.

 

haha i want Dell to go completely bankrupt, I'm not sure which one's worse

 

OK, the LG is in. The tech did a nice, careful job. Everything is back together the right way and everything works. As for the screen, the only area I do not see a major difference is in brightness... it's really about the same. But that's the only similarity. Viewing angles are far better, the monitor has no more of that "sparkly" like appearance. Very sharp and clean picture. Backlight bleed is very minimal. No bad pixels.

So, although I have to admit, I was not "blown away" by the difference, (I said all along that the Samsung I has was not terrible, quite bright in fact), the LG is certainly a nicer in display as far as overall appearance than the Samsung, just for the far better viewing angles alone. So, that's it!

 

Hey all,

Just got my dell 1530 on Monday. Needless to say my first impressions was wow this is dark. So after playing with the computer for a few days I decided I did not like the screen and will either have it replaced or return the order. I just did the customer chat and i will paste the results here. Needless to say I was not satisified and called the 1-800 number. Talked to EPP customer care and they are shipping out a new laptop though they couldn't guarantee any screens. Hopefull I will get lucky and get a screen that is not dim with horrible viewing angles.

Code:

02/06/2008 03:55:03PM 	Session Started with Agent (XPS_Jonathon_159030)
02/06/2008 03:55:11PM 	Agent (XPS_Jonathon_159030): "Thank you for contacting Dell XPS Hardware Online Warranty Support. My name is Jonathon, and how may I assist you ?"
02/06/2008 03:55:30PM 	Jason xxxxxxxx: "Hi Jonathon"
02/06/2008 03:55:38PM 	Agent (XPS_Jonathon_159030): "Hello, what can I do for you ?"
02/06/2008 03:55:51PM 	Jason xxxxxxxx: "I just received my xps 1530 on monday"
02/06/2008 03:56:11PM 	Jason xxxxxxxx: "On the first bootup my first thought was wow this screen is really dim/dark"
02/06/2008 03:56:24PM 	Jason xxxxxxxx: "Even though I had it on max brightness"
02/06/2008 03:56:51PM 	Jason xxxxxxxx: "I talked with a tech yesterday and they suggested I run diagnostics. I did and it returned no problems"
02/06/2008 03:57:30PM 	Agent (XPS_Jonathon_159030): "Sorry to hear that. Do you have an external monitor to test if it is the LCD or not ?"
02/06/2008 03:57:40PM 	Agent (XPS_Jonathon_159030): "Is the AC plugged in ?"
02/06/2008 03:58:00PM 	Jason xxxxxxxx: "So I have a screen that is really dim/dark with horrible viewing angles. This is the upgraded ($100) screen 1680x1050."
02/06/2008 03:58:14PM 	Jason xxxxxxxx: "Yes I hooked it up to my external LCD and it looks great on that screen"
02/06/2008 03:58:49PM 	Agent (XPS_Jonathon_159030): "I can replace the LCD for you. I need your name, service tag, address, day phone and email address please."
02/06/2008 03:59:37PM 	Jason xxxxxxxx: "My name is Jason xxxxxxxx. Service tag xxxxxxx."
02/06/2008 04:00:31PM 	Jason xxxxxxxx: "Address: xxx. phone xxxx. email xxxxxxxxxxxxxxx"
02/06/2008 04:01:52PM 	Jason xxxxxxxx: "I did some google searching on screen problems on the dell 1530 and found a couple threads on it. They suggest that I ask you very nicely for a LG replacement screen. It seems that is the screen that has better quality control. Could you please try to"
&nbsp	order part number "XK309"?
02/06/2008 04:02:24PM 	Agent (XPS_Jonathon_159030): "Sorry, I cannot do that. I can only replace what came on your system."
02/06/2008 04:02:54PM 	Jason xxxxxxxx: "It is the same part, just a differnt manufacturer."
02/06/2008 04:03:15PM 	Agent (XPS_Jonathon_159030): "No, a different part, different cost."
02/06/2008 04:03:26PM 	Jason xxxxxxxx: "B/C dell uses a lottery for the screens. I would really like to not get a replacement screen that has the same problems."
02/06/2008 04:03:29PM 	Agent (XPS_Jonathon_159030): "I can replace the same model what you have now."
02/06/2008 04:03:48PM 	Agent (XPS_Jonathon_159030): "Sorry, not an option."
02/06/2008 04:03:57PM 	Agent (XPS_Jonathon_159030): "Do you still want the replacement LCD ?"
02/06/2008 04:04:38PM 	Jason xxxxxxxx: "Yes, the current screen is unacceptable. Could you please escalate this to a supervisor?"
02/06/2008 04:04:50PM 	Agent (XPS_Jonathon_159030): "Sorry, no, I cannot."
02/06/2008 04:05:23PM 	Agent (XPS_Jonathon_159030): "You have two options,, 1,, replace LCD with same model what you have, or return system, buy new one with upgraded screen."
02/06/2008 04:05:53PM 	Jason xxxxxxxx: "I bought the upgraded screen"
02/06/2008 04:06:13PM 	Agent (XPS_Jonathon_159030): "Good, and then you will get the same model that you have now."
02/06/2008 04:07:25PM 	Agent (XPS_Jonathon_159030): "You will get a LCD, 15.4WSXGA."
02/06/2008 04:09:00PM 	Agent (XPS_Jonathon_159030): "is this going to be ok ?"
02/06/2008 04:09:34PM 	Jason xxxxxxxx: "I have the highest version of the screen possible. The problem is dell uses a generic part number that correlates to multiple company's (LG, Samsung, etc). So you order that part number I have a chance to get a LG or Samsung, or another company. The ac"
&nbsp	tual part number for the LG is the XK309. It is the same screen resolution i have now, just a specific brand. I currently have the samsung brand and it is unacceptable. So if you don't request the LG part number I have a chance of getting another samsu
&nbsp	ng. It may be good or it may have the same viewing problems. Could you please just try to add a note to the order that I want the lg screen?
02/06/2008 04:09:53PM 	Agent (XPS_Jonathon_159030): "You will probably not get a LG."
02/06/2008 04:10:21PM 	Agent (XPS_Jonathon_159030): "If the original one was not LG, I cannot make any guarantee, notes to our dispatcher, sorry."
02/06/2008 04:11:42PM 	Agent (XPS_Jonathon_159030): "You will probably get the same model, same manufacturer."
02/06/2008 04:11:52PM 	Agent (XPS_Jonathon_159030): "Is this going to be ok ?"
02/06/2008 04:12:26PM 	Jason xxxxxxxx: "That is what I'm saying the LG and Samsung are both the same resolution. I do want a replacement screen. I guess if the replacement has the same problems I can just return the whole laptop? How can I get in touch with a supervisor on this issue?"
02/06/2008 04:13:10PM 	Agent (XPS_Jonathon_159030): "Sorry if I was unclear. If you have a Samsung now, you will get another Samsung."
02/06/2008 04:13:29PM 	Agent (XPS_Jonathon_159030): "You would need to call in to speak with a supervisor, since I am an Online rep."
02/06/2008 04:13:56PM 	Agent (XPS_Jonathon_159030): "You will not get a LG from Technical Support."
02/06/2008 04:14:17PM 	Jason xxxxxxxx: "Ok is it possible for me to call in and talk to a supervisor and he can see this chat?"
02/06/2008 04:14:35PM 	Agent (XPS_Jonathon_159030): "I will email you a copy of this chat."
02/06/2008 04:15:02PM 	Agent (XPS_Jonathon_159030): "You can call in, however, the supervisors have advised that we cannot give out the LG screens."
02/06/2008 04:15:23PM 	Jason xxxxxxxx: "Ok, is the number I should be calling 1-800-822-8965?"
02/06/2008 04:15:41PM 	Agent (XPS_Jonathon_159030): "Yes, you will be advised of the same thing. Sorry."
02/06/2008 04:15:50PM 	Jason xxxxxxxx: "Why are the LG screens being reserved?"
02/06/2008 04:16:33PM 	Agent (XPS_Jonathon_159030): "They are not. The simple reason is that you did not have a LG with your system originally."
02/06/2008 04:16:52PM 	Agent (XPS_Jonathon_159030): "xxxxxxxxxxx is your case number."
02/06/2008 04:17:30PM 	Agent (XPS_Jonathon_159030): "I will not submit the dispatch since you are calling in, just in case, you decide to return the system."
02/06/2008 04:18:20PM 	Jason xxxxxxxx: "Ok, I understand that. But I also know the LG and samsung use the same generic part number for the resolution type. Why should I use a substandard screen when I know there are better quality screen available with the same part number and price?"
02/06/2008 04:19:07PM 	Agent (XPS_Jonathon_159030): "Sorry, not up to me, and not up to Technical Support. Per your warranty, we can replace the item for exactly what you received."
02/06/2008 04:19:33PM 	Agent (XPS_Jonathon_159030): "You can call Customer Care or even talk to a supervisor in Technical Support, but, you will be advised the same."
02/06/2008 04:19:51PM 	Jason xxxxxxxx: "Thanks for you time. I will call the 1-800 number. Please do not order the replacement."
02/06/2008 04:19:56PM 	Jason xxxxxxxx: "your"
02/06/2008 04:20:06PM 	Agent (XPS_Jonathon_159030): "You are welcome. Have a good day."
02/06/2008 04:23:30PM 	Agent (XPS_Jonathon_159030): "I have noted the account. Please give the customer care agent or the supervisor the case number to review my notes. Please end session when done. I am sorry that I could not do more. Have a good day."

My advice if you bought a 1530 within the last 21 days return/cancel your order. Seems as if Dell is unloading crappy screens and you will get screwed. Wait for the refresh and the reviews that will follow or go with another vendor.

 

I thought the same rpomygal.

Also, XPS technical support was not able to order the LG screen for me. At first he couldn't find it, because he was looking for m1530 specific parts. Then he looked for parts in general and found the XK309. But since it wasn't listed as an m1530 part, he could not order it.

I was transfered over to customer care and waited for a CSR to pic up. Nobody did and I hung up. I called either later that day or the next to customer care directly, not going through XPS tecnical support. There was already an open ticket from the previous day and the CSR read it.

That CSR placed the order for an LG XK309. A few days later, I called customer care to get a status update, at the time, I didn't know you can find status on these service orders by looking up your customer number and zip code. He said it was coming out.

A few days later I looked on Dell's website for the status of my order. The original order for the LG was actually canceled by the CSR I called for status. Luckily, he ordered the same exact part number and that is what shipped out.

Not too much work on my side, but I see how easily disaster could have striked.

Also, since I ordered my laptop through an EPP program, I think I got EPP customer care. I am not sure if the rules and procedures for EPP customer care are the same as regular customer care.

 

I've managed two more tech support calls--india and ireland (system bought in UK), and both have lead to 2-option dead-end: 1) return the system for a refund, 2) your samsung can be replaced with a samsung, no substitutions. Nothing worked--not asking for other item numbers, not saying others had had the replacement, nothing.

So fustrating. I paid for a top-end system with a bottom-end screen. I love this system otherwise. But I can't overlook the glaring issue with what I'll be staring at every time I use my laptop.

I know my system will go back and they will sell it refurbished with the idea that someone will buy it and not know better about the screen.

I like Dell's machines. I hate their service. I just can't find any alternatives. I was looking at alienware and vaios to try to get something of the same power and price and can't find it.

I'm going to return this and keep an eye on the situation with the new screens they ship out. Guess it's back to my clunky Inspiron 9100 for a few more months.

 

Wow, these horror stories. The Small Business side of Dell's customer service, must be different then. This lady was so understanding and she never questioned me once.

 

You are 100% ABSOLUTELY right on all said above!
That IS how to get things done!

 

Oh, and speaking of which, I took some side-to-side pictures to convince the rep how bad the light leakage is on my screen. Here's my m1530 side-to-side with my 3-year-old inspiron 9100. Both are on with black screens (blank screen saver activated). Second one shows the start menu and quick launch for both screens next to each other in the same XP color scheme--m1530 in front.. See the color washout?

Just thought I'd share.

 

I tried requesting the XK309 but my rep told me last evening that that number was no longer in use for my particular 1530 (attempting to rid the infamous SEC3350), that it was more expensive than what was shipped with my system and that it could not be done. She stated that since it was after 5pm est that the shipment deadline for this evening was too late to get whatever the Y274C is shipped out. That it would be shipped out tomorrow and a call from the tech would be in approx 2 days.

But somehow the tech called me in middle of 8am class to set up an appointment for tonite saying that he received the screen. Sure as freaking pooh.. SEC3350. I really don't know if I see much of a difference.. maybe the viewing angles are ever so slightly better but not by a whole heck of a lot.

So basically, the real Y274C could be the LG. Could be the Samsung. The world may never know.

Should I even attempt a round 2?

UPDATE: I contacted XPS support in regards to the issue I had this evening. The kind non-accented rep stated that the LG XK309 screens were only offered for a brief time and have stopped being used.. that no LG screens were being used in any current production or replacement. Only ..Samsung.. was being used. He also tried convincing me that my screen was the best I could get and that no other brand could surpass its quality. Riiiight. I'll believe that when me pooh turns purple and smells like rainbow sherbet.