Grainy Samsung WSXGA+ replaced with LG = Perfect!

thats the same posistion i was in.. thus the reason for the switch from the vostro to the inspironi was almost up to my 30 days and i would have been stuck..


how did you have a wxga replaced with a wsxga... according to deel they cant and will never do that without a full re-order...

 

in response to jasira LPLE 400 is a lg phillips screen.. so dell support is def wrong .. if it were a samsung it would say sec not lple

 

I asked support if they will ship out my replacement with an LG display, and I got this from dell support:

Does anybody here think that the support person is giving me BS? Or is there something inherent in my ordering WSXGA+ screen and getting tied to Samsung? I don't understand it at all.

 

there is no way sales can determine you will get the lfpl display .. i tried they only can add the wsxga to the order which ever wsxga they put in your system is up to the manufacturing plant in malaysia... ive been through the same thing trust me there is nothing cancelling and re-ordering through sales will do the dell csr that responded to you is most likely as they all do when ive asked about this thinking you want to change out the display for a different type.. wxga etc.... they didnt fully understand what i was asking them to do till i spent nearly an hour explaining it to them

 

Does that mean they are saying you can specify which screen you want when you are ordering?

 

Good question! The support person would have me believe that is true. But I doubt it. Only spec is WSXGA+, and the rest is draw of luck. Unless someone at Dell places an instruction for a specific component on the order, which I am sure they can, sort of an override.

anyway, my replacement is still in production and I don't know if I will get LG. Let's wait and see.

 

ONCE AGAIN THERE IS NO WAY TO SPECIFY WHICH SCREEN YOU WILL GET THROUGH SALES.. this is direct from the executive offices of dell... and according to sales once the order leaves their desk they have no control over what they install in it thier notes made basically go out the window.. i have spoken in depth with dell on this matter seeing as i nees 8 or 9 more systems for my wife's business as we are getting ready to upgrade her since her current ones are about three years old.. i wanted to be sure they all had good screens instead of this back and forth crap... i have spent nearly 10+ hours on the phone about this subject with dell trust me

 

It's BS. They have no control over it.

I have 2 Vostros, both with the exact same part number on my invoice and one was SEC one was AUO. I am pretty sure Dell classifies all screens of the same size and resolution as one part number regardless of manufacturer.

 

The Dell support reps I've talked to are morons. I've asked for the 15 inch LG but they insist that they only replace like for like parts so I could only get it replaced with the Samsung according to them. One tech said to return the laptop and reorder it the way I wanted. Apparently they don't understand you can't choose which screen you actually get beyond the resolution. Right now I've got a Samsung that isn't grainy, but the colors are really washed out and I've tried fiddling around with the settings and it hasn't helped. They also said Samsung is the only manufacturer they're using for the screen I have which is BS. So supposedly they're replacing it with another Samsung on Monday here at my house.

If the tech shows up with an AUO I'm going to refuse the repair as they won't be replacing it with like for like parts as Dell said.

 

^^^^ correct.. except when you get the unit invoiced you can see the different model number of the screen.. dell's regular part number used for the system is the same no matter the screen... they do however have different model numbers when different brands are used, also fyi i was told by escalations yesterday the lg screens are used as "fill ins" samsung is the primary manufacture of the wsxga screens when they need more than they have they look to auo or lg to fill in with orders that they do not have enough sec stock for. cant say how 100% true this is but so far escalations has not lied to me once.. only the reg csr's..

 

zfactor I would still take it with a grain of salt but it sounds believeable...

Sucks though as it seems that would mean that as they catch up on backorders we will see less and less chance of LG screens...

 

thats exactly what they told me would happen.. this was from a rep at dell escalation group after he spoke with the manufacturing plant directly in malaysia he claims.. and yes escalations can do that they can call them out there and speak with them hence the reason i tell everyone if you a serious problems ask for them they are there to help

 

I've heard you mention the escalation group before, but who exactly are they and what do they do?

Also, can you request a rep from the escalation group if you call in and get a technical/customer support rep? I ask only because I'm almost past my 30-day return policy, and if this 2nd replacement is bad, I don't know if I really would go to a 3rd, considering it would probably be a refurbished one.

 

Escalations is where things go when they can't be taken care of by normal support. As far as I know you cannot contact escalations, they can only contact you (then you can call them back). It has to be "escalated" by a normal support person.

 

call and tell them you want escalations.. make it a case they need to handle escalations is FAR BETTER TO DEAL WITH THEN THE REG CSR...i have many numbers direct for escalations but im not sure if im allowed or if i should post them in the forums.. and any support person can escalate a claim.. again simply call and speak with the manager.. get upset and tell them you were told you would recieve a call from escalations and you never did and you want another request put it to speak with them.. i now strictly deal with them for anything including the replacement of my system.. i call them directly

 

As some of you who have been reading know I have successfully had Dell replace my Samsung WSXGA+ display with an LG one.

I also know 3 other people at another forum who have just had the same success in the past week. I also know another 2 people who have LG's on the way.

Do not ring Customer Care at all. They know jack. All they can do is replace the whole laptopm. Ring Technical Support.

Customer Care and Technical Support are two different departments. All Customer Care can do is replace you notebook, they cant arrange for parts to be replaced like Technical Support.

 

yes but what about the people who do not have in home service... there is not much they can do.. I KNOW I CAN CHANGE IT OUT MYSELF

if i get another bad one ill try this method again.. i even gave them part numbers you listed and they would not budge.. i was on the phone for more than an hour on the same topic

 

Send it in to get replaced then. What's wrong with doing that?

 

they told me in the tech dept there is no way ... 0 chance of picking a specific screen ... id much rather have it in my hands also so i know for sure its the right one so they dont have to open it up a million times.. ive also seen the condition a few dell's came back in from the repair dept and they were horrible.. one friend sent his brand new system in maybe a week out of the 30 day warr, he got it back and it was all scratched up and came back with white grease all over the place. im sure this doesnt always happen but with the luck ive had with dell im sure it will be my luck

 

I can see your point.

It is a pity you dont have that home service.

I still find it strange how Dell can send a specific part to a technician to come to your house, but cant guarantee that if you send it in, they wont be able to have the specific part available. I think Dell is giving you a bit of a runaround.

 

im sure ill get them to let me do it, im more than qualified to do this im sure once i tell the tech exactly how to do the job that may change their mind

 

Looking from my invoice, my LCD code is UX303. Is that a definite AUO screen?

What part number is for the LG?

 

I saw from your previous posts that your after the 1280x800 for you Vostro1400 (it will help others if you be specific about which screen your after, for all we know you could have been talking about any resolution for either the 1400, 1500, or 1700).

Unfortunately I dont have the answer. Try doing a simple search.

 

Now I'm confused...if the screen is lg phillips then how come the warranty information at the dell support center says samsung?

 

could not say but i can promise you that is a lg screen... they may have the info on your system mixed up

 

Dell could have made a mistake in their records as to what parts were put in your machine.

"LPL" stands for LG Phillips, so if your hardware is identifying itself as that, then it is definately LG Phillips.

I don't think it's a big deal and I dont think it's worth getting confused about.

 

the 1420 is the one I'm actually talking about which is still processing through order. As for my display, I will be getting a 1280x800 with TruLife.

 

okay wait did it get invoiced yet?? i mean did it ship yet.. it looks like ux303 is just the standard dell part number for the 14.1" xga screen nto a specific brand if it got invoiced you can pull up the actual invoice and see which one it is.. i thought of the auo since i know someone who got a 1420 and there order said the same thing and they got a auo..

 

zfactor, that's not correct. Tthe ux303 would be linked to a specific display, it is not a standard Dell part number. Part numbers are used to distingush between different parts.

 

This is what it says on my invoice:
http://img513.imageshack.us/img513/1386/myinvoicegf0.png

So I guess it's just the part number?

My current order status is "Ship from factory"

SO what can you tell me from UX303?

 

Yes, it's just Dell's part number for tracking their inventory. The part number will correspond to a particular display (in other words a particular brand at the WXGA resolution).

As I'm unfamilar with that part number I can't advise what display you will be getting.

 

Sorry to be lazy but how may I check my order as to which screen I will be receiving?

 

All you may be able to do is view your invoice to see the part number for your screen.

But this doesn't help much because it is simply Dell's part number, as of now we only know Dell part numbers for 2 screens.

So you just have to wait like everyone else.

I'm not a big fan of what seems to be pre-emptive worrying, simply because if you have not received your laptop yet you cant do anything about bad screens until you receive it. Additionally, the screen may arrive perfect, and therefore a lot of time would have been wasted on pointless stressing.

 

After receiving my invoice and entering my service tag in "My Systems & Peripherals", I can see that I am apparently getting a Samsung.

1 RW985 LIQUID CRYSTAL DISPLAY, 15.4WSXGA+, VIDEO ELEC. STDS. ASSOC., TLF, SAMSUNG

Sure hope it's not defective.

 

there's the preemptive worrying that could be a problem, but if you input your info and find out that you got an lg or some other screen that is reported to be good you can have preemptive joy and not worry much anymore

 

Unless you are like me and my invoice says LGP screen but really recieved an SEC...

 

^^^ wow that would suck.. sorry for you man

 

I'm not sure how to check once I have the monitor in front of me. But so far it looks fine. Going with what the invoice says. I did think I saw some yellow, but that's my crappy eyes. :-D

 

If you've used laptops before you would notice a problem straight away.

It's really quite simple, are the white's white?

As you haven't gathered that there is a problem it is safe to say that you don't have one.

 

I had inspiron 1520 with a bad Samsung 1680x1050 screen, 1Yr In-Home Service, Parts + Labor,24x7 Phone Support and i ring up Dell to replace with LG screen but they said only had SEC3350 to replace for me (no more for LG). The CR want to process a request to credit $75 into your Dell Preferred Account within 5-7 business days for replacement. This price is OK?

 

Did you ring Technical Support or Customer Care?

Dell may not have any LG's in stock but trust me, they can get them in. Originally when I was getting my screen replaced they did not have any LG's in the warehouse that is why I had to wait an extra few days for some more to be shipped in.

I would try speaking to someone else in technical support. You shouldn't have to accept the SEC3550 with a $75 credit.

 

omg!!! the screen is fabulous!!! haha just got my screen changed!!!! while dell tech guy still here!!! awesome!!!! i love LG PHILIPS!!!!!!!!! i'll post pics later, or when someone can teach me how to. YESS!! i'm a happy man..!

 

there's such a huge difference!!!! the graininess is gone, the black is really rich and dark!! colors are so much more vibrant!!!! no sparkliness or graininess. text is black, and sharp!! what a difference! even the dell tech guy was surprised at the difference between both screens! and yes...SEC is samsung electronics corporation, i have a pic of the samsng tag, made in korea. ooo now i'm so totally and 100% satisfied with my 1520...!!! the screen made all the difference!!

 

That's awesome news Spoodo! Good to see another success story!

 

Yups, this was the quality i was expecting from the 1520. chuck out the SEC3550!!! best way to describe that screen...hmmm layer of grime all over the screen. hehe. reckon this new LG Philips screen looks way better than those found on the VAIOs as well. nicee....

 

hey rage), could i send you some pics, and help me post it in this thread?

 

Could someone explain to me the EXACT conversation they had to get the LG screen? I had my SEC replaced by an SEC and I it would be awful if I called them up again and got an SEC AGAIN or they say "we cannot promise you a specific screen."

 

I just got off the phone with Dell, they told me they were aware of the problem with the glass and gave me the option between ordering a replacement which would take a month to arrive or a refund. I've decided to go for the refund and keep an eye on this forum and reorder once the issue is resolved.

 

I can tell you more or less my experience.

I called Dell Tech. explained to them the graininess issue. They told me that since it's not a manufacturing or faulty equipment, they could not issue me a replacement. I brought up the issue of me knowing they had the LG screen and quoting the part number to them, and mentioned that Dell was aware of the grainy screens and that I am entitled for a swap. They forwarded me to Dell Care. I complained that I'm not happy with the graininess on the screen and that I'm aware of the LG Philips screens which they had available. In the end, Dell Care told me that if they would replace the screen for me, it would be a one time honour. They guaranteed me that they will not send the same screen that was in my 1520 now. So I quoted the LG Philips part number and ask them to send that to me. They couldn't promise that my request could be made but they will try their best. 3 days later, a Dell technician calls me, stating he has the LG Philips with him and ready for on-site installation. haha the rest is history...

 

As indicated in my first post, I had Dell promise me the LG screen. I simply told them I wouldn't accept anything else and they sent it to me.

Being told that all they can do is either give you an entire laptop replacement or a refund is simply BS. I now know 7 people who have had Dell replace their screens with LG ones. As I have stated before, some Dell reps don't know what they are talking about when they say they cant do it.

Dell tech can easily specify what part is to be sent out for a replacement. After all, how would they know to send someone a 15.4" WSXGA+ display as opposed to any 15.4" display, or a specific harddrive for that matter? Dell Tech and logistics use Dells part numbers to move inventory around. Of course they can send someone a specific part. Any one of the Dell reps saying they cant do is talking nonsence. It's both illogical and goes against what people like me have experienced.