XPS m1530 screen issues/replacements: the UK experience

Just thought I would share the UK experience for screen issues/replacements/refunds with the XPS m1530. I’ve found a lot of the threads here to be helpful but a bit inapplicable when applied here.

Last February, I got a m1530 with a crappy Samsung screen (1280 x 800). I came here, found out about the issue, duly noted the solutions other people came up with, and went on my way. I managed to get a screen replacement after working through the tech support chain, and got upgraded to a 1440 x 900 probably by accident. However, it was an AU Optronics screen and only slightly better than the Samsung, but by no means a high-end screen. They refused any subsequent screen swaps and so I returned it.

So, about 2 weeks ago, I decided to give it a stab again. I called sales, seeking the 1440 x 900 since it wasn’t on the website--I figured this had the best chance of providing an LG. I mentioned my previous screen issue to the sales rep, who assured me all new systems were installed with a new generation of Samsung screens, better than those from a few months ago. It arrived last week and surprise, AU Optronics screen, horrible grain and uneven lighting. Even strange slight horizontal lines.

I called tech support and the first guy didn’t budge without seeing photos of the screen. I obliged. They decided it’s “working as intended” and suggested I return it if I don’t like it. I tried to push for a screen replacement, since I figured that there’s more LGs in the mix at 1440 resolution, but they flat out refused. The “can’t order a specific screen” story evolved into the second rep I spoke with saying that they knew for a fact that all the replacement screens they have available are my screen, so there’s no point in replacing one for another. Since I didn’t mention to this second rep exactly what screen was in my system I asked “really, which screen is that?” “your screen,” he replied. “Which manufacturer?” “the one providing the screen in your machine”, etc, etc. Two reps in and all brick walls. XPS support provided for the UK is based in Ireland and I gather it’s a small team, I recognize names from the first go around. I think they’ve formed a unified strategy to not oblige anyone calling about a grainy screen.

I figured I may try to get crafty with the return process as see if they would offer enough discount for me to just purchase and put in the LG screen myself. I called UK dell parts and they said they don’t sell replacement screens. The part numbers listed in previous threads aren’t in their system. So no go there.

I also emailed back the sales rep inquiring about why she said that they were only installing next-generation Samsung screens (when they are not) and why I got a sub-par quality screen despite her assurances. She called me ranting about how it was my choice to pick a 1440 x 900 when she offered me a 1680 x 1050! Or even a 1920 x 1200! If I wanted quality I should have bought a higher resolution!

Sigh.

So m1530 number 2 is going back. If anyone else has had better luck here, please let me and others know. If not, I’ll just provide this warning in general to those looking to get an XPS m1530 with the LG screen: It’s down to luck of the draw if you get it when it’s assembled, and if not, your options are live with it or return it. So buyer beware and all that.

Also of note is I was told by XPS support the return period for a refund is 7 days in the UK, not 3 weeks like the yanks get.

On a plus note, I’ve found a reseller on ebay who is selling a m1530 every few days, and when he receives them he checks the hardware IDs and advertises when it’s an LG screen. Prices are comparable to the Dell site.

 

thanks for this post.

is there any chance you could upload a photo of the screens you got? for a comparison?

 

Yes a screenshot would be good, i have just ordered a 1440x900 screen, apparently those are less likely to have problems, but this proved that wrong.

 

wraith you in the UK too?

i was going to order it soon but this post kinda put me off. sounds like the UK team are going to be hard to work with.

 

Pics attached. Showing the dark areas when looking at a white screen straight on, the odd horizontal lines, and the light leakage at the bottom of a screen in black.

Pay no attention to the disheveled hair of the guy in the reflection.

 

wow that's some bad/annoying leakage! would get that sent back.
BTW, could the problem of the lines be that your not running at native resolution?

 

damn.. thats a horrible screen! send it back for sure, i know i wouldnt' be happy with that kind of screen

 

Seems my AU Optronics screen (WXGA+ AUO2077) has the same problems as yours. Although the screen isn't "grainy"...not like the infamous grain seen in the WSXGA+ Samsung screens. My problems are the light bleed and the terrible viewing angles.

I'm going to call the Dell rep tomorrow and see what he says. Based on your experience I'm not holding my breath. If they won't replace the screen then I will send it back. It was delivered on Friday, so I have the whole of tomorrow to request a return authorisation.

Sigh.

 

Ditto. No grain but appalling viewing angles and backlight bleed.

The response I got back from DEll technical support today. Note they say I complained of grainy screen. I did not. I complained about viewing angles and backlight bleed.

Thank you for contacting Dell XPS Hardware E-Support UK & IRE Support.I understand your query regarding the grainy LCD display on your XPS 1530 that you have purchased.

With regard to the grainy display issue on the XPS 1530 the LCD panel is working as designed. The LCD’s are working as designed and meet specification. Dell has a specific standard/specification. All our suppliers are required to meet the specification, however some manufacturers are exceeding it more than others abd we do not stock an LG panel. Thank you again for contacting Dell Hardware E-Support.

Also for Grainy/sparkling LCD kindly check the following link:- http://www.dellcommunity.com/supportforums/board/message?board.id=insp_video&message.id=167802

Not only are their screens cr*p, they cant read emails properly either!

 

That was native resolution, full brightness. It's crap. It's being picked up tomorrow for a refund.

 

Wow. That's so bad it's kind of funny.

Meeting specifications? Of note is on page 165 of the m1530 manual: Viewing angles for the WXGA+: 55/55/45/45 (L/R/U/D deg). If the AUO panel meets that specification, I'm the queen of france and demand a metric ton of grape pudding.

You could write them this, but in the end, they are just choosing from a list of excuses to not replace the screen. It appears to be policy now. They know people want the LGs, they don't want to give them. This decision was made at a higher level than the techs and we won't be able to talk directly to those who made the decision to get it changed.

Sigh. It's a business decision. I understand these, but it sucks to be on the losing end of one.

Instead of fixing the situation and providing quality screens to that minority savvy enough to know the difference, they made the decision to not acknowledge a manufacturer problem because if they did, it would open the door to the non-savvy stepping forward and demanding the same, costing them a lot. They allowed swaps for those complaining, but not manufacturer-specific solutions again as that would be a way of admitting a wider problem (ie, "bad screen? sure, lemme send you an LG, they are better!"). The momentum from these forums has increased the pressure for sure. Now, so many replacement screens have gone flying back and forth that they realise this is a business liability and they have cut that off. Probably, it's cheaper for them now to sell the returned units as refurbs than to go through the screen swaps.

And that is big business. It's not meant to be touchy-feely, it's there to make money and give the impression of caring.

OK. Rant over. Best we can do is beware and just know what's going on and make our decisions accordingly.

 

????

are you kidding me. this light leakage is nothing to worrie about. its perfectley NORMAL for a glossy CCFL screen,(with double back lights).
("all" CCFL screens have more or less light leakage)

 

Hey, i get light bleed nothing like that, and i'm on a 16 month old notebook, which will use that sort of lighting technique. Either way, i hope my experience with Dell will be somewhat different i did buy from the small business site, so they may treat business customers slightly differently. Which they should really.