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Sony Recants on Dead Pixels (Sort Of)
Ayaress writes "As reported on Gamestop, Sony will now warranty PSP units suffering from dead pixels. Sony still insists that dead pixels are a common problem in all LCD displays, saying "A very small number of dark pixels or continuously lit pixels is normal for LCD screens, and is not a sign of a malfunction," and asks that PSP owners use theirs for at least a week or two, to see if it still bothers them. User who encounter, "persistent and aggravating dead pixels," are instructed to contact Sony customer support, and will be allowed to mail in their PSP to recieve a unit with a new screen."
While commonly referred to as a "defect," Sony says the off-colored pixel problem is common in all LCD screens. "A very small number of dark pixels or continuously lit pixels is normal for LCD screens, and is not a sign of a malfunction," a representative for Sony Computer Entertainment America (SCEA) told GameSpot.
How many pixels are we talking? I have no problem with one or two dead pixels (depending on the screen size). I would think that for the size/resolution of the PSP that 1 or 2 would only be noticable and that would depend on what color they are permanently (white would likely be annoying on dark games).
I received 0 dead pixels for the first time in my life when I purchased a 17" LCD panel (I forgot which company as it's not in front of me at the moment). The second time I received 0 dead pixels was on my work computer's Dell 23" LCD. I would think that in this day and age, at that screen size, if I would end up w/0 dead pixels a PSP could too.
They're just going to reship the units sent back to them without servicing them, so somebody else will get your dead pixels.
Personally, I find that regardless of how much the industry tries to insist that dead pixels are normal, consumers tend to have zero tolorance for them.
Having worked retail before, my experence is that if you even try to hint that it's not a defect, they'll throw a fit and think you're out to cheat them.
And who can blame em? Anything with a colour LCD on it comes at a price premium and nobody in their right mind would want to pay a premium for something that in their mind is defective.
The iritation from that one tiny discoloured dot alone is enough to wipe out any satisfaction to be had from owning that product.
Sometimes I wish I was a plumber, then I'd know how to deal with other people's shit.
And since when is something you broke yourself on purpose warrantable?
You're lucky.
I've bought 4 LCD panels in the last two months. Two from Dell, One from Hyundai, and one from Acer, and all of them have had either dead, or stuck pixels. Each time the manufacturer (reluctantly) replaced the display, but they were there. My wife couldn't see them at all until I shoed her through a jewelers loupe... Of course once you know where they are, they seem to stand out.
Dell doesn't have a "no dead pixels" policy, but if you mention that you're going to return the monitor to their "LCD support center" (I.E. Some cheap warm bodies on the other end of a long phone line to india) they'll replace your display... Just don't be surprised if the one you get is worse. They consider up to 5 dead or stuck pixels "acceptable".
On high resolution displays, stuck sub-pixels are really small. They're hard to see. If you have bought 12 displays and haven't noticed a stuck pixel, chances are you haven't looked hard enough. You almost certainly have at least one. (Or you're incredibly lucky.)
Check out some dead pixel test patterns and see if you missed something. You have to use all of the patterns. They may all look grey when you load them up, but they really are made up of different colors and will test every sub-pixel on your display.
Not an option really on laptops...
In general I do. I've got two 21" CRTs on my desk. But I don't want a 15" CRT in my Acer laptop, for example...
Can someone please explain to me how having an LCD with dead pixels (even one) is considered "normal"?
Because the manufacturing of LCD displays produces a lot of devices with dead pixels. It is normal. The only thing that alters that is whether or not the company distributing the end product is willing to charge enough for that product (and whether the consumers are willing to pay enough) to cover their having to throw out any sub-perfect displays.
I've paid good money for a good display
Actually, you've paid the price the manufacturer and their dealers have asked, for what it is they say they're selling. If they say they're selling a unit with an LCD display that may have a dead pixel or two, then that's what your money buys. If they say they're selling you a unit with a flawless display (something Sony is expressly saying that they are not providing at that price), then that's another matter.
So is this a classic case of manufacturers trying to get us to accept mediocrity
But we accept mediocrity all the time. That's the only thing that makes life affordable. If everything we made and purchased was "the best," then that would be the new average, or middle-ground (or mediocrity), and we'd just complain because, gee, at that price, shouldn't it be gold-plated and read my mind, too? This isn't about excellence, it's about price. No doubt Sony weighed very carefully the price they expected to get, the distribution costs, the manufacturing costs, and came to this decision. It was probably tone-deaf from a marketing/PR point of view, but it was no doubt a very deliberate decision made to keep the retail price down a notch or two.
Why does everyone even care about this? Because they want the product, and consider it to be within reach, money-wise. If the thing cost $1000, no one would be talking about it. If the thing cost $49, we'd all shrug at dead pixel or two. It's finding that sweet spot, for Sony and for us, that's hard - and Sony probably gambled a little unwisely with this, and didn't have the PR engine in place as well as they should have. They're not idiots, and it's not like they don't want you for a customer. And if you're absolutely sure that this is an evil plot by a mediocrity-driven company, then surely you don't want their entertainment product anyway, right? I'm being rhetorical, but you get my drift. It's price point, price point, price point.
Don't disappoint your bird dog. Go to the range.
Actually, DRAMS are manufactured with extra rows of memory to solve exactly this problem. Then after production they are tested, rows with dead cells are turned off, and the extra rows are swapped in for them. Unfortunately, unlike in DRAMs, in monitors it matters that the replacement pixel wouldn't be in the right physical location, so they can't do that.
I would... You pay the full price for a brand new PSP, and a week later they replace it with a refurbished one... sounds like a pretty crappy solution to me.
At the office, I work on a 17 inches LCD screen that has 1280x960 (that's 1,228,800) pixels, and not a single dead one. And all of my coworkers have the same thing. Contrary to what Sony says, dead pixels are not common to all LCD screens, they just happen to lower-quality ones. Heck, my NDS has two screens without a single dead pixel. Sony didn't want to have a price tag of $500 for the PSP, so they put a cheaper screen instead of going for quality.
After 3 days without programming, life becomes meaningless
- The Tao of Programming
Yeah, like you'd accept a new car with scratches in the paintwork.
If it's got dead pixels, i'd be returning it for replacement/refund.
-- mr_lab
since 'sony started releasing defect LCDs on purpose', duh. sheesh.
pay attention to the thread, dude, before you robo-krit.
; -- the corruption of government starts with its secrets. a truly free people keep no secrets. --
I know it is a common issue in manufacturing. That doesn't mean it should be a common issue in the marketplace.
My AST laptop 10 years ago had zero dead pixels. My IBM laptop after that had no dead pixels either. My Toshiba after that had no dead pixels. And my current Powerbook has no dead pixels. I'll note that cellphone for example has no dead pixels either, nor my Gameboy. Particularly noteworthy, I have not heard the same complaints about Gameboys having dead pixels that people are making about the PSP.
So why do modern LCDs suddenly have this problem, anyway? They always did. The difference is that while they used to throw them away and only sell the good ones, now they are simply saying "Well, we've always had this problem in manufacturing, and we've decided that since we can't fix it, we're just gonna start selling these broken screens and hope you have bad eyesight and don't notice. That way we can skimp on our QA budget and reduce our manufacturing expenses. If you do notice, we'll just throw up our hands in frustration and insist that that's just the way it is."
I did have a Samsung desktop LCD with a dead pixel which they wouldn't replace. It irritated me so much that I gave it to a friend and just pretend that I had accientally flushed the $500 down the toilet or something.
Random and weird software I've written.
Dear Customers, ;)
If you're just gonna keep whining about our products, I guess we'll have to do something about it, but you should have learned from the PS1 and PS2 that our first gen products are always faulty pieces of crap...Can't wait to see what weird defects the first PS3's have, just wait a year
love,
Sony
"A truly wise man realizes he knows nothing."
Why people still buy into the myth that Sony==Quality is a mystery. Maybe 20 years ago, but not today.
It might be the same phenomenon as McDonalds. They spend lots of money on kids. They were the first to have happy meals. The first to have place area's in resturants. They market to kids. And when the kids grow up, a part of their childhood is still with McDonalds. Even if they suck, it is like an uncle who once treated you nice.
Sony had the reputation when I was a kid of being the best. If people had the money, they would buy Sony. If they did not have the money, they would buy something else. It was a status symbol.
Rosco: "If brains were gunpowder, Enos couldn't blow his nose."
But I saw the shirt first, I check for these things. After I know the extent of the defect I purchase the shirt.
Sometimes a few threads off will be acceptable, sometimes not.
Same with furniture and my brick house. I inspected and determined myself if this was acceptable BEFORE purchasing.
Actually when buying a used house or car it is common to use such defects to get a lower price to account for such a defect.
An LCD manufacturer has 4 choices.
1. Make perfect product.
2. Disclose that it isn't perfect.
3. Try before you buy. This gets troublesome with warranties and pixels that die after purchase.
4. The current mess of imperfect product and lack of proper disclosure. At best poor customer service, at worst a fraudulent sales tactic.
"How can they say it isn't a defect? Of course it's a defect."
Because it has the "Sony" logo glued on it. It's the same kind of corporate hubris that gave us disk read errors on the PS2 and cracked lenses on the PSX. They're able to push it through by having the device seen as a cultural icon, one that must be bought despite of its manufacturing flaws.
It may catch up to Sony and bite them in the ass at some point, but that doesn't look like it will be today. It might hurt Sony for the launch of the PS3, which will be happening when this whole disk-ejecting, button-sticking, pixel-killing debacle will still be fresh in peoples' minds. Ultimately, of course, I wouldn't bet on it.
So long as they take the attitude of "We're Sony, you'll like what we give you" (the attitude that gave us Betamax, Minidiscs and now Memory Sticks), you're going to continue seeing "logic" like the "It's not a defect!" statement to continue to pour out of them.
If you don't like the terms of the warranty, *gasp* don't buy the product. LCD quality control is sufficient for some people, but for others, it isn't. Stick with your massive, power eating CRT.
"Because Science" is one step from "Because old book". Try "Because of my experiment testing my falsifiable assertion".
I used to believe in Sony. I actually didn't buy their products much because they were so much more expensive; however, if you wanted something that would last for 10 years, Sony was often the way to go, especially in audio/video equipment.
Something sorta' happened with their computers. I think they realized that marketing won over with their computers because they became more haphazard. While the equipment was generally pretty good, it was utterly proprietary and had a simple support policy--"Oh, you want to upgrade your equipment to do new things? Sure! Here's a new computer you can buy!" I bought a Sony Clie NX80; although, I knew their generally policy. I figured at least some of their software, if it had bugs, would be fixed. The most annoying thing is that the thing is designed to be upgraded, thanks to flash memory, but they wouldn't even fix the web browser that has some severe flaws. The Clie has a CF slot which can take bluetooth, Wi-Fi, etc, but Sony refuses to do anything for it (and this was long before they discontinued the line). In fact, the movie transfer program was so buggy you generally had to convert the movie to a format that the program would be willing to tolerate before you can convert it. And, half the time the converter would just drop sound at some point. When I heard that the PSP was going to use the Clie format for video, I knew people were going to be in trouble. Sure enough, complaints abound.
I used to play Star Wars: Galaxies. If you know anything about that fiasco of a game, they give a whole new definition to "quality control." Just read the forums and you'll see their attitude is "we'll fix it if we feel like its something bother to fix." Half the time the "fix" introduces ten more bugs than what was fixed. And, I am not talking about minor graphic bugs. I'm talking about whole broken professions, personal buildings (with stuff inside) going poof, creatures you are attacking disappearing, and the mobs stop dropping any loot. The very basics of the game mechanics are not reliable and their policies have encouraged griefing and malicious play.
Few months back Sony got rated as the worst of the big name companies for support, and it appears they are quickly added quality to that list. I, for one, refuse to buy Sony. Before, I could at least count on that it worked, so I didn't really need support. Now that the products do not work..
Bel, the mostly sane.. "Of course I can't see anything! I'm standing on the shoulders of idiots." -- Me
then why do all lcd manufacturers still have a 'no return or refund for less then 8 dead pixels' policy?
Ya - and make sure your screen is clean. I thought I had about 5 dead pixels.
Virtually all lcd manufactures accept screens with a "few" bad pixels
Yeah, but you see there is a little problem with Sony's excuse. It might be somewhat common for a notebook or desktop LCD to have 1 to 10 defective pixels (I've never seen more than a couple though), but keep in mind we are talking about 12" to 19" screens with 800,000 to well over a million quite small pixels. A Sony PSP has less than 135,000 pixels--and even accounting for the screen being smaller, the dot pitch is still larger for the PSP than for a notebook or desktop display.
Since the pixels (and thus the transistors) are larger and there are fewer of them, I'd expect the Cadillac of portable game devices to be equipped with a flawless display, not to have a similar defect rate to displays that are much more complex.
Remeber that early PSP units in Japan had this and more problems (too many defects with controller buttons and motors). It seems to be indicative of overall quality problems Sony is having with most of its consumer electronics in the past few years--something consumers won't tolerate if their products remain high priced. Maybe the recent overhaul in executive/management at Sony will remedy the problem, but it'll take some time (hopefully for them they'll get the PS3 right--it seems with each successive game platform they release the initial quality gets worse).
Actually I was thinking along the same line. If Nintendo, which had to worry not one but two screens (one of which you'll be pounding on), have the zero dead-pixel guarantee, why can't PSP do the same?
In US, you can easily buy enough major firearms to wipe out your neighbourhood but a few little fireworks are banned.