Lg may become standard screen for XPS laptops

I was talking to someone on Dell tech support because I wanted to place the grainy Samsung screen on my m1530. I told him that this problem was quite common among the XPS line and he seemed quite interested. He asked me if I had any links to back up my claim and I sent him a link to this site. Well thanks to this site the tons of people posting about their grainy screens and me, he was amazed and he reported this directly to his head supervisor. He told me that his supervisor was very glad to hear this. He also said that his supervisor will be able to escalate this problem up to the appropriate people that can fix this.

So basically, the grainy screen won't be coming standard with the XPS laptops in the near future if everything goes right. The LG screens will most likely come standard with the XPS laptops in the future.

Proof of this:

01/26/2008 02:33:08PM Charlie: "I've been looking about this problem online, and apperantly it's quite common."

01/26/2008 02:33:29PM Charlie: "I've heard that ordering an LG screen would fix the problem"

01/26/2008 02:33:46PM Agent (XPSOTT Pragash_98466): "Do you have the links to the site?"

01/26/2008 02:34:01PM Charlie: "Yes, one moment please"

01/26/2008 02:34:11PM Agent (XPSOTT Pragash_98466): "sure."

01/26/2008 02:34:14PM Charlie: "http://forum.notebookreview.com/showthread.php?t=206527"

01/26/2008 02:34:28PM Charlie: "If you scroll down a little bit, you'll see a chart"

01/26/2008 02:35:01PM Charlie: "In post #9."

01/26/2008 02:36:15PM Agent (XPSOTT Pragash_98466): "I'm looking because we were never informed about this."

01/26/2008 02:42:54PM Agent (XPSOTT Pragash_98466): "Still looking to this, standby."

01/26/2008 02:43:01PM Agent (XPSOTT Pragash_98466): "into*"

01/26/2008 02:43:01PM Charlie: "Ok."

Agent (XPSOTT Pragash_98466): "YES, I can do it."

01/26/2008 02:55:18PM Agent (XPSOTT Pragash_98466): "The reason it took a while is because this part is not listed under this system." (he meant the LG screen)

01/26/2008 02:55:22PM Agent (XPSOTT Pragash_98466): "I do not know why."

01/26/2008 02:46:40PM Charlie: "Any chance this information will change XPS laptops so that they come standard with an LG screen?"

01/26/2008 02:47:12PM Agent (XPSOTT Pragash_98466): "I have passed this on to my supervisor, he should be able to escalate this accordingly."

 

Wow. That would be good.

*prays*

 

Yeah, that would be good. Maybe if enough people complain or return laptops they'll know it's a problem.

But... it seems this is an issue that has been ongoing for years.

 

Dell Corporate is known for lurking around here, and has been for a while. I'm sure that the company as a whole knows full well of the situation and am not surprised that the level 1 CSRs do not.

 

Dell will be well aware of the problem. It's not like returns go un-documented. They will have people looking into why everyone has returned their laptop and they will probably be deciding a course of action.

 

Call me a cynic but i don't believe for 2 seconds that Dell does not know they are using inferior displays, I believe it is all economics. Isn't that what quality control and R&D is all about? Whoever or whatever dept is in charge of procuring the displays should be doing tests between displays of different vendors and using the superior vendors displays, this is after all Dell's "premier XPS line".
I believe only 0.001% of customers know of this or any other Dell centric site and the average consumer probably wouldn't know the difference of what is the better or worse display unless there is something obviously defective with their unit. Do you really believe the average person who buys a laptop knows their display is a little grainy?
In the grand scheme of things the amount of laptops Dell gets back due to grainy displays is minute. Sure in a company the size of Dell there will always be a few bad components getting through but if it's a common problem it's just buying cheaper components to save money IMO.
This is not the first time I've read of this problem, I remember other Dell models getting the same type of displays. BUT this is the XPS line which Dell bills as high performance so it should have the best display possible.

 

It's supposed to have the best everything. Otherwise it's just consumer grade hardware masquerading under a 'prosumer' veneer. Only worse, is that you pay twice as much for those highly polished plastics.

 

Exactly, which may be the reason to why Pragash was confused about the LG screen not being listed under the system as if it should've been. If it should've been listed under the system and wasn't then that problem is being addressed as of now. Once it's in their list, they'll most likely use it on the XPS line. But even more likely, they may give the customer an option of whether to buy a Samsung screen or an LG screen on the Dell website whereas the LG screen may cost more. But seriously, this LG screen better be good because I've used my third and last exchange according to the warranty. After this screen comes, as far as I know I won't be able to replace anything on this laptop that goes wrong due to acts of God.

 

These screen issues have been ongoing with Dell for YEARS with most of the culprits being from Samsung. You would think that given all the returns, replacement requests, etc. they would finally do something...they just don't seem to give a crap and keep ordering sub-par junk from Samsung. The 9200's, 9300's, 9400's, the Latitude D820's were just awful, then problems with the M1710's and now of course, the M1530's and even the M1730. So this is nothing new. It's just Dell's ongoing arrogance and desire to buy cheap components. No wonder their reputation, stock, and market share has gone south. With that said, of all the 50+ machines I've purchased from Dell, I've never had to return a one and have had no serious reliability issues. I just ordered an M1530 today. I've been lucky with the screens on my other notebooks. Hopefully my luck will continue and I don't get a bum screen on this one. Dell management just doesn't get it.. or perhaps they just don't want to!

 

Actually, I think Dell's market share has gone up hasn't it?

I just talked with a Dell tech support person and he said there is only one model of screen being used on the 1530. He wouldn't tell me what model though.

 

It's recovered a bit, but a recent financial story...

"Dell is left behind in Q4 PC and laptop growth. IT giants HP, Acer, and Toshiba see increase in PC and notebooks sales, while Dell stalls at the starting grid."

The new M1330, M1530 are really great. They just have to stop these failures with something as important as the screen...especially on their premium XPS line products!

I hope they woke up and are using the LG screens as their "one model" for the M1530!

 

Here is a chat session that I had with them today.


3:53:05 PM System You are now being connected to an agent. Thank you for using Dell Chat
3:53:05 PM System Connected with XPS_RR_Rep_Kris
3:53:10 PM XPS_RR_Rep_Kris Howdy! and welcome to Dell's XPS Sales Chat! My name is Kris, and I will be your personal consultant. In addition to answering your initial concern, I am here to provide expert recommendations, assist in the design of your computer, and process your order when you are ready.
3:53:10 PM XPS_RR_Rep_Kris -------
3:53:10 PM XPS_RR_Rep_Kris If this chat session disconnects or to get back in touch, please do not sign back in; just email me at Kris_####@dell.com. I will reply quickly during my work hours of Tuesday through Saturday 12pm-9pm CST.
3:53:10 PM XPS_RR_Rep_Kris -------
3:53:10 PM XPS_RR_Rep_Kris So that i can reach you if we are disconnected or to send a quote, please provide me with your email address. Also, to make sure we have you in the right department; will your purchase be paid for by a business or by an individual?
3:53:59 PM ### I was thinking of getting an XPS 1530 and have read in some forums about the grainy screens of some of the LCD panels.
3:54:16 PM #### For individual
3:54:25 PM XPS_RR_Rep_Kris Good afternoon, ####!
3:54:30 PM XPS_RR_Rep_Kris How may I assist you with your XPS purchase today?
3:54:47 PM #### I was thinking of getting an XPS 1530 and have read in some forums about the grainy screens of some of the LCD panels.
3:55:33 PM #### It s seems there are different manufactures of the LCD panels with LG being a good non-grainy and the samsung being grainy.
3:56:00 PM XPS_RR_Rep_Kris Dell gets the screens for Inspiron and XPS from the same stock - i have a 15" Inspiron with the highest resolution and have been nothing but impressed with my computer
3:56:12 PM #### Is this a issue your aware off?
3:56:40 PM XPS_RR_Rep_Kris no - is this a question about resolution?
3:56:59 PM #### No its about the quality of the display.
3:58:03 PM #### From reading in the forums at notebook review there seem to be lots of people complaining about the grainy quality of the samsung manufacturer.
3:58:34 PM #### People that have the LG screen say it is much better brighter and not grainy.
3:58:42 PM XPS_RR_Rep_Kris well we don't have an option to select the manufacturer of a component at the time of purchase.
3:59:17 PM #### Some people have had theirs changed for the LG after pruchase.
4:00:00 PM #### I'm just a little leary that I will get stuck with the samsug and not able to get it changed.
4:00:40 PM XPS_RR_Rep_Kris i have no way of knowing what manufacturer provides a component for an individual system
4:01:00 PM #### $2,500 is a lot of money for me to spend on a notebook computer.
4:01:24 PM #### If I'm not happy with the one that I get can I get it exchanged?
4:02:17 PM XPS_RR_Rep_Kris If you choose to return your purchase for any reason within 21 days, we will refund your purchase price. You may, however, be responsible for return shipping costs, and a potential 15% restocking fee.
4:03:29 PM #### I guess if that is the case I would be better off to stick with the Sony since no one complains about the LCD panels as with the Dell.
4:04:10 PM #### http://forum.notebookreview.com/forumdisplay.php?f=4
4:05:18 PM #### Read for your self as their are many people talking about it. I like to read about other peoples views before I purchase.
4:05:56 PM #### I understand that this is something that you can't control but would seem to think Dell is aware and taking steps to correct it?
4:06:39 PM XPS_RR_Rep_Kris perhaps at the product group level there is awareness and action, but at the sales level, i only have access to current availability of options
4:06:54 PM XPS_RR_Rep_Kris i don't even have someone to tell about this :-(
4:06:54 PM #### Thanks
4:07:20 PM #### So you dont have a manager that can pass this along?
4:07:47 PM #### That would seem strang that you have no recourse for placing customer concerns?
4:09:29 PM XPS_RR_Rep_Kris i've been trying for the whole time i've worked here. i have yet to get through to anyone who has power or answers
4:10:09 PM XPS_RR_Rep_Kris my management is her to direct my performance as an employee, but they also do not have access to the product development folks
4:11:11 PM XPS_RR_Rep_Kris management is *here
4:12:38 PM #### So sales managers don't attend meetings with other departments passing along valuable information about recent issues?
4:14:08 PM XPS_RR_Rep_Kris unfortunately it doesn't work out that way. product development feedback is best given through the www.direct2dell.com blog and forum site
4:14:23 PM #### It would seem that sales people since they are talking to a lot of potential customers would have a lot of information to pass along that would help in future product developement.
4:14:35 PM #### OK Thanks for trying?
4:14:53 PM XPS_RR_Rep_Kris i agree
4:15:13 PM XPS_RR_Rep_Kris which is why i am frustrated that there is no direct to design group link to sales
4:15:38 PM XPS_RR_Rep_Kris but it's a very large company - lots of processes to go through
4:15:50 PM #### Since I was thinking of a purchase I started here.
4:16:14 PM #### But now I'm not sure since your unable to provide any real answers on the issue.
4:16:18 PM Kevin Myers Thanks anyway.
4:16:33 PM XPS_RR_Rep_Kris best of luck to you
4:17:28 PM XPS_RR_Rep_Kris I hope you take the time to fill out the survey after exiting this chat to help us to improve our service - your feedback is greatly appreciated. Thank you for choosing Dell’s XPS Sales Chat and have a wonderful day!

 

Like I said, level 1 CSRs:

1. Won't know.
2. Won't care.

 

Dell must go with L.G, when i order my screen i will sennd it right back if its a samsung, they are crap! i have eyes like an eagle!!

 

I have been doing this for almost two months, heard all this stories. and chated with managers it's all just friendly talk. I think they know how many screen they had to replace and a question will be asked weather it's still ok to keep selling Samsung or it's wast of Dell's money. since I have just got a grainy dim Samsung last night I think they are still on it. tech and customer care .. just don't care. they do their job and go home just like every one else.

 

and they will send you another samsung. I had 4 laptops and 2 screen . all returned. no more.. for me. Dell ran out of luck with me.

 

Most vendors do not want to rely on only one supplier of a part. It's too risky since a disruption of the supply would not be good. I doubt that Dell would only use LG for its M1530. Apple uses both Samsung and LG for its Macbook Pros. (There may be additional suppliers.) I returned two Macbook Pros due to poor screen quality (in my opinion). They were both Samsungs. The Apple forums had lots of posts for awhile about screen defects with the LED backlit displays on the 15 inch Macbook Pros. I think that computer vendors assume that most people do not notice defects in their LCD panel. We're in a small minority.

 

Yup I get my new one on Tuesday and if it's a bad screen, back it goes and that's it. No more. The screen is so important to me, along with speed.
Jane

 

I just talked to Dell tech support and had a similar discussion. My support guy unfortunately said that for the 1680x1050 resolution screens, the only screen available is the samsung. I told him about how other people were able to get the LG and he said he is not able to see that part.

I really wanted to keep this 1530 because it's really a great machine besides the screen, but it looks like I'll have to return it. There's no way I can use this screen for years.

I do agree that we may be in the small minority. I would guess that most 'normal' consumers who have never seen other screens or have other screens to compare to probably think this screen is ok.

 

Lol, KLM. You went through so much trouble of censoring your name but you left one out.

Hello Kevin Myers.

 

I thought I remembered seeing a thread with a part number somewhere for the 1680 LG.