Vaio SA Dead and discolo(u)red (but not red, green or blue) pixels

Hey,

I was wondering whether someone may be able to offer me some advice as to a problem I have with the pixels on my recently received CTO Sony Vaio SA.

Having booted it up for the first time excitement rapidly turned to disappointment as I noticed 3 separate areas of aberrant pixels.

Two of the problem areas are small and grey. I am not sure how many pixels are involved as the high density of the screen (13.3" @ 1600x900) means they are hard to see with the naked eye. I'd say these are most likely 1 pixel in size. Despite being rather picky, I suppose I could live with these, albeit begrudgingly.

However, I am most annoyed about the third problem area which definitely includes more than one pixel. The problem pixels are adjacent making the defect more obvious to the eye than the other two defects. Additionally, these are dead pixels and so black; this again increases the defect visibility.

I am having a hard time determining the number of defective pixels due to their size. I have used my iPhone 4 camera with a magnifying glass and (depending on the angle and lighting) the images either show what looks like two defective pixels, or a cross hair '+' configuration of defective pixels. It almost looks as if the lines surrounding the dead pixels are also at fault and the black grid lines are ‘leaking’ into the surrounding pixels. I appreciate that black ‘leaking’ perhaps does not make sense in terms of how pixels work, but this is how it appears. It's therefore almost as if the edges of a few pixels (and not whole pixels themselves) surrounding the definitely dead pixels are involved in the main defect area.

I am obviously disappointed with this, but am not sure whether or not I am just being overly fussy. I am analysing a miniscule area of the screen with a magnifying glass after all!

I'd ultimately like the screen to be replaced. Sony's pixel policy states that with a resolution of 1600x900 I must have at least 7 defective pixels, or failing that, an area with ‘clustered’ pixel defects. Does anyone know what constitutes a 'cluster'? I'm hoping it's two or more, as there are definitely at least 2 in the one area. In that area they combine such that the defect is approximately the size of a full stop. When text is small on my screen (e.g. in Microsoft Word with two A4 pages side by side) it can even make an 'l' look like a 't' if it falls midway up the ‘l’. Again, I may be over-reacting.

I am just a little upset due to the length of time I had to wait for the laptop, the presence of defects considering the cost of the notebook, and the general distraction the one area in particularly presents whilst working. I appreciate there are quite often a certain number of pixel defects with LCDs, hence the need for a threshold before replacement or repair is offered.

I have at least 3 defective areas equalling a minimum of 3 pixels, and am sure that the one area contains at least 2 defective pixels. Worst case scenario this equals 4 defective pixels, 3 short of the required 7. However, all these areas may contain more than this, especially the worse affected area.

In summary: Has anyone been through the return process with success/failure? What can I expect the outcome to be given what I have described? Are 2 or more pixels in the same area considered a ‘cluster’? How should I go about contacting them and who do I have to convince/who will decide if I do actually have a problem? Will sending images via e-mail suffice? Will they check the screen after I have sent it in or will they expect me to take it to a local Sony store?

Also, I am a little concerned as to where I’ll potentially have to send it. As it was CTO it came from Japan. Would replacement SA screens be available in the UK? The SA was released here about a month and a half or so ago (~9th June?).

I will try and post some images although I am having problems with my iPhone 4 at the moment so haven't been able to upload them yet. I will be taking some images via a digital camera this evening. These should hopefully provide more insight than the iPhone 4 images.

Any advice would be greatly appreciated. Sorry for the long message; I hope you managed to follow it until the end.

P.S. I received the notebook 4 days ago today and have not yet contacted Sony. Is there a time limit here (e.g. 7 days)? I plan on contacting them tomorrow.

 

Here are 4 images from my digital camera showing the worst pixel defect area out of the three. I have no idea why the pixel defect looks so different in each image, but I hope it gives you an idea of what it looks like. I'm a little confused as to where each pixel starts and ends. It looks like there are blue, red and yellow bands. I'm guessing the yellow is actually green and the pixel has 3 physically separated bands? How many pixels do you think are affected here? Many of the images from my iPhone 4 made this look like a '+', but this does not seem to be the case with the digital camera.

 

To the best of my knowledge I do believe that you would be able to get Sony to replace the screen. I believe that what you have IS a cluster of dead pixels and should be covered by the warranty.

If you get a friendly rep on the phone you should have no issues setting up either a return or warranty repair.

I have not done this myself but a friend of mine had success getting his SA repaired by Sony because of some dead pixels.

 

Thanks for the reply. I've now contacted Sony and am awaiting a reply. However, I'm concerned about sending the notebook only to be told they do not consider it worthy of repair; leaving me to pay the shipping fee. If I get an opportunity to e-mail them the images is it possible that someone will be able to make a decision before I ship it? Or will they decide when it arrives there? Also, how will they inspect the screen? Will they take images as I have and decide a number from there?

I appreciate it is unlikely that someone will have an answer to some or even all of these questions, but it'd be interesting to hear some opinions.

Thanks.

 

Depending on the camera you have, it's most likely the image processor that's giving precedence to different colors.
You'd have to have a very decent camera (normally, an entry level DSLR @ ~600usd+ will do), with a set white color balance point, or RAW image (even some, many higher level cameras still do some amount of image processing, even in RAW image mode), to take the most precise images of monitors.

 

I didn't use an SLR unfortunately. How different do you think the above images could be in comparison to reality? Better, worse or could it go either way?

 

Is it possible to return your computer? I'd rather return and buy a new CTO than send in my brand new computer for repair. It's just nicer to have a factory fresh computer than a computer that's already been taken apart and had component(s) replaced.

 

I'm not sure whether or not I can. Sony got back to me and said if I am experiencing an unacceptable number of pixel defects as per their pixel policy they will arrange to pick it up and have it fixed. However, I think I'd now rather have it returned due to issues you mentioned, plus other compounding issues e.g. poor screen and webcam quality and excessive heat. I'm not sure what their policy is on this though, as it's CTO?

 

Call and ask is all I can recommend as I'm not familiar with the return policy. I believe it's different for different countries.