Course I might be hating life should I have to call on the warranty, but no pixels were harmed during the purchase or delivery of my TV.

What the costumer probably means is that they have "stuck" pixels. Dead pixels aren't quite as common as stuck pixels and it's nearly impossible to spot them without looking very closely at the screen (because they're black).

On the other hand, stuck pixels can be very annoying. I have an old monitor with 2 stuck pixels... one green (not so bad) and one bright pink (very distracting).

But I have two pieces of advice for the OP:

1: Read before you buy -- Newegg is VERY straight up about their dead pixel policy. When you buy a monitor, right in your cart there is a link to the appropriate return policy on the monitor. All the monitor return policies have (as one of 3 bullet points at the top):

"There must be a minimum of 8 dead pixels to declare an LCD display defective and eligible for return." - http://www.newegg.com/HelpInfo/ReturnPolicy.aspx#36

This is a policy that's seen lots of complaints, but Newegg doesn't try and hide it. So I don't think the OP should be complaining about a policy that's very straightforward.

2: It's possible that the pixels can be fixed. I ordered a monitor from Newegg a while back and it showed up with a red stuck pixel. Following internet folk remedies, I got a soft dry-erase marker, covered the tip with an old T-shirt, and (with the monitor off) firmly rubbed the area with the stuck pixel. It took a couple tries (because I was scared of breaking the screen, so I was timid at first), but the stuck pixel went away and I haven't had a single problem with the monitor since.

Of course, I can't say it will work for the OP, but if they're willing to give it a try, it might fix their problem. Word of warning, suck pixels seem to get more "stuck" over time. So the OP should do this soon or not do it at all. Second word of warning, I'm not responsible if you push too hard and break your screen. The tip of the marker should reduce the strain on the glass, but you could still crack your monitor doing this, and I'm not responsible if you do. Because I warned you. So do it at your own risk, and YMMV.

On a side note, I'm not sure if they still have it, but when Vizo first started in the market they have a 100% no bright pixel guarantee.

You've already lost me here in your first sentence. The product did work as advertised. It has 3 dead pixels, by his own admission. The product was advertised to have less than 8 dead pixels. Let's do the math. It's relatively simple. 3

Didn't bother to read the rest of your post.

The problem that I have with this statement is (and pardon me for repeating this) that he has no right to expect 100% of the pixels to work. He has a right to expect 99.9994% (I think that was the percentage) of the pixels to work. It was stated to him before he purchased. That was part of the warranty terms that he agreed to. He has no right to expect what was clearly not promised.

Your logic has confused me.

I think that there are only something like 3 actual manufacturers of the panels anyway. They're all re-branded.

Granted, I don't get out the lupe and examine every square centimeter. I fire it up, run a red, green, blue, and black screen image, and if nothing jumps out, I call it good.

Why is it a bad thing to buy LCDs from them?

It is possible to pay extra to get perfection, and you're welcome to pay it if you'd like to. I'll stick with perfect-enough and keep some cash in my pocket, thank you very much.

You can check the details here: http://en.wikipedia.org/wiki/ISO_13406-2

Basically, there are 4 classes of displays - some companies offer warranty on Class 1 for their most expensive screens, some companies offer warranty based on Class 2.

Newegg is not at fault here, in most cases not even the manufacturer will replace it or fix it.

The page below is from a local IT store, translated from my native language (Romanian) to English by Google, and has information based on their experience with warranties:

http://translate.google.com/translate?js=y&prev=_t&hl=en&ie=UTF-8&u=http%3A%2F%2Fwww.intend.ro%2Fcms%2FGarantieTFT%2F&sl=ro&tl=en

The translation is not perfect due to some sections being pictures, but if there's a word you don't understand you can use Google Translate to get its meaning.

On top of this the guy lies about his tv and they still send him a new one. They could have checked and told him to pound sand. Plus charge him to send it back to him for lying in the first place. It's in there right at that point since his lack of reading is now costing the company money.

LCD manufacturing is not a perfect technology it has flaws, if you wanted a zero-dead pixel policy you should of either gone with B&M stores like Bestbuy (well can't say Circuit City anymore so other stores) or with the few online retailers that also do this policy.

It's a bad policy based on bad industry practices, but it is stated.

He bought the item as a gift for someone.. how would you feel giving someone a defective gift? Lets face it - 3 dead pixels are 3 dead pixels - suddenly the product you bought doesn't feel brand new and exciting, and on the middle of the screen of a tv - I'd say it's downright annoying especially when it's 19".

I think the policy should apply towards replacing used equipment, ie.. using a tv for x months and defective pixels develop - that's more reasonable, but to take out a tv new from the box and find dead pixels.. I think the customer should be able to go back to the store and get the tv replaced - or in this case mail it back.

Most retailers have some sort of dead pixel policy .. like Dell used to have 6 pixels for 14.1" LCDs back in the day. Others offer a "no dead pixel" guarantee for a small fee but all this arguing isn't going to solve the problem and lying to NewEgg doesn't help.

For dead/stuck pixels, there are 2 options for a resolution before going to the CSR:
1. Push on the LCD screen where the dead pixels are located. Sometimes a small nudge fixes the problem.
2. Try using one of the many online screen flashing tools. Actually here's a link to a site which has a multitude of screen flashing tools.
http://www.makeuseof.com/tag/best-software-solutions-to-fix-a-stuck-pixel-on-your-lcd-monitor

If that doesn't help, just quit whining about a 0.00001% defect on the screen and get over with it. Not getting the exact RAM or hard disk space is a bigger concern for most people.

They went above and beyond on this transaction.

But I also knew their policies and never asked them to break policy and never lied to try to get my way.

And yes the pixel policy was the same two years ago when I bought the tv, and I was well aware of it before I completed the transaction.

Look for one with no complaints of dead pixels, or where they're rare, and minimize the risk.

Also, dead pixels are dead easy to test for. If they have a video source set up to display red then green then blue, you could easily do it in 30 seconds per monitor, maybe more if they have to circle them. And testing them for dead pixels is also testing the power supply and back light, so you know none are dead out of the box.

However, it would appear they want an EXCHANGE, which in such as case their product must meet the criteria needed for the exchange. In this case 8 dead pixels which they agreed to prior to their purchase of the product. I could understand if there was no warning, but this is an agreement you must accept to even be able to place your order. And it's not in some sort of lawyer lingo, it's in plain English.

it is annoying when you are reading something and you see dots in the centrer of the screen.

people need to stop looking at this as 99.99% and look at it in a more visual way.

if you are sold a monitor that does 1280x720 then you expect to have all of the 1280x720 pixels that you paid for and if they cant provide that then that monitor should be cheaper.

the production lines of these companies have quality control, they know how many dead pixels are on each screen, they should be required to label then and mark down the price on the defective ones.

And that's why I buy my monitors from Amazon, or Fry's, or Dell. No hassle returns.

I say it's not a warranty issue because it falls within the retailer's return policy.

NewEgg CSRs are always hard as iron, though. I'm surprised this one let the OP lie!

Let's face it - that's the middle of the screen, you're going to be looking at them all the time. He didn't say what color they were dead at, but let's assume they were bright green. Now would it piss you off?

A long time ago, I saw Ghostbusters. Remember when Bill Murray said "If someone asks you if you're a God, YOU SAY YES?!" - same principle applies to stupid company policies designed to screw over the customer. If they say "Do you have 8 dead pixels?" you say "YES!" - ship that damn thing back and let them handle it.

Chances are they're not even going to look at the screen. They're going to ship it back to the mfr as defective. Once the mfr. decides they're getting too many returns for defective screens, their standards will go up, and the consumer will benefit.

But until that time, the standards will only tend to go down - because some fool exec trying to goose her bonus will think "hmmm, what would we save if we eeked up to 4, 5, or 6 pixels?"...

FWIW, if the pixels were blue or red and in the corners and weren't grouped, I wouldn't care - but if they were in the center, it'd make me nuts... I'd return it too...

Newegg is generally pretty good at returns, but any retailer deserves the same level of consideration for inane policies - ZERO. Tell them what they want to hear, and move on.

I had a Dell laptop that got one bad pixel (luckily dark so it wasn't that noticeable) and they wouldn't do anything until a few weeks later when an entire vertical column of pixels (1200 pixels) went bright green (with the one black on in the middle).

If you want LCD screens guaranteed to have 100% working pixels, get ready to pay a lot more for them. Or try a better brand, they're a lot more likely to have 100% working pixels. You want cheap LCD screens? Then suck it up.

I suggest you check other retailers, I don't think NewEgg is out of line here. I was aware of this policy from them and I've never actually bought one from them, just window-shopped.

This is just one of the tradeoffs that you may choose to make while shopping. Having been through the newegg shopping flow, I find it difficult to imagine Israel was unaware of Newegg's policy, which they make quite clear. Newegg did NOT force his hand, Israel just tried to have it both ways.

HOWEVER, he accepted the warranty terms when he bought it, so he was definitely wrong in lying to return it.

On a side note, i've yet to have a screen with dead pixels i was unable to fix by running a dead pixel unsticking program and massaging the pixels every few hours. I had a laptop once with about 3-400 dead pixels (a whole side of the screen) bought brand new, which i was able to get every single pixel working with a pixel unsticking program run over a 24 hour period and massaging them every few hours. I bet if he tried this, all would have been well. I've yet to not be able to "unstick" a pixel if i let it run long enough

Regardless of the OP's lack of math skills, he's completely in the right when he says he expects the product to work 100%. Regardless if he bought an 19" AOC or a 52" Kuro, the customer has every right to expect that the product is free from defect. To this customer, 3 dead / stuck pixels is defective, no matter how you want to look at it.

And for those of you saying, "Well, if was me, I'd understand that Newegg has that policy, nothing is perfect, it's only 3 pixels...blah blah blah...." No you wouldn't. You'd be emailing Consumerist to get the contact info of everyone working at Newegg from the President of the company on down the chain of command for an EECB. You'd be shouting "Chargeback!" You'd be firing off angry missives to your state attorney general. Have a little perspective people.

You people make it sound as though he told Newegg that his little old grandmother was crushed to death under the TV just to get a refund. Lied about a few pixels in order to get what he paid for? Good.

It's a little bit different than walking into the store asking to exchange the product. It's only easier at a brick and mortar because there's less stuff to fill out when they do it as a return and new sale rather than an actual exchange (especially if it involves serial numbers), so that's how they'll generally process it.

With an online store, there's shipping costs involved, so if it's a replacement, they're going to make damn sure that it fits their definition of broken. If it's a return, well, hey, you the customer are paying the shipping.

It sucks to have dead pixels, but the policy that the OP *MUST* have agreed to states that 8 dead pixels is the minimum required for a return.

NewEgg has always had great customer service, and this is simply a case of someone crying because they aren't getting what they want.

It's exactly like how CPUs of the same model rated for different clockspeeds actually come from the exact same wafers. Some have minor defects that prevent them from being clocked at full speed, but work fine if underclocked, and are sold as lower clocked parts at a discount.

Or, if you go to an outlet store, you can usually buy slightly off-spec goods at reduced prices. Or, you can buy canned goods in dented cans for a fraction of what the undented can goes for.

This is not being an apologist, the manufacturers are not trying to hide the fact that for the lower priced product, you have to accept defects that they will cover if you buy the exact same model LCD panel in a more expensive package.

But, facts are facts, NewEggs RMA policy for LCD TVs is very clear and it's not hidden in any fine print or anything... they throw it right at you.

I've bought probably 20 LCD panels/TVs in the past 10 years and I have never had a dead pixel...or maybe I'm just not OCD enough to notice??

Seriously. If this guy bought the 19" Sceptre display that I just picked up for my dad to use as a TV for the kitchen, it is utter crap (thankfully my dad doesn't care and just wants to watch the weather on NECN) and this guy's brother should be glad his brother had to send the thing back...maybe he'll spend enough money to get a quality product this time.

So after ONE experience where you are at fault, *and they still made an exception for you*, you will not buy from them again? Well, I have to say I don't think TheEgg needs customers like you =/

I have NEVER had a bad experience with NewEgg in the 9 years I've purchased from them. Even on things I've had to return (as defective), I have read and complied with their policies and they have been fantastic about taking care of me.

It would take something incredibly drastic to drop them from my favor. I guess having to actually work to get your way in a situation where you are in the wrong was "drastic" for you =/

NewEgg is very clear about it's return policy regarding dead pixels, which is pretty standard. Three dead pixels isn't enough for just about anyone to replace.

This isn't news, but it is misleading! NewEgg was in the right, and this story was in the wrong. Nobody forced this guys hand, and I hope someone notices the fib and denies the replacement.

The fact that they make you click the "I Agree" to a section that spells this out in plain English, generally in large different colored text and is shown in your face at multiple screens throughout the buying process makes this complaint just scream of entitlement.

Somehow I am doubting the OP had an issue with dead pixels. I'm betting it's stuck pixels, which are highly annoying - even if it is just one - if you ever had a chance to see them.

And yes, the consumer was wrong to subvert the warranty. There is an allowable number of dead pixels. Some manufacturers take into account the location and proximity of dead pixels--a cluster in the center of the screen is much worse than scattered ones at the edges.

FOR SHAME to consumerist for posting this as well. The OP lied, it was not like Newegg was doing anything wrong or predatory.

Hey OP need some cheese to go along with your whine?

My family and I LOVE one type of Plantronics headset. Absolutely wonderful - except they break after a few months.

So the old one goes in the new box, and back to Circuit City (back when they were open). I guess I helped hasten them to their demise.

Granted, I think lying to subvert a "restrictive return policy" is unscrupulous, I'm pretty sure the OPs expectations are reasonable.

Bottom line is, do your homework first.

http://www.youtube.com/watch?v=liMySLZkF5o

If a pixel is stuck at black, it's dead. There's no fix for that, sadly. :(

Unfortunately, that's just the way of the world. You CAN get 100% working every time LCD displays - they're called "medical grade" and they run in the 10K and up price range. For the rest of us who don't have as critical of a need, they offer screens that are made to a less exacting standard, that are, as a result, a lot less expensive, but that are expected to have up to 8 dead pixels as a normal part of the manufacturing process.

On top of this, when you go to Newegg.com and select an LCD screen, there's a tab right there that says "returns & rebates" that clearly states the "8 or more" policy. So right there you know to expect that you will have dead pixels.

MOST manufacturers consider dead pixels in the center of the screen to be worse than "normal" dead pixels, and generally 3 will be enough for a return if they're all in the center.

Not to blame the OP, but if he knew that 8 or less was considered normal for that product, bought it anyway, then lied to return it when it arrived exactly as described (less than 8 dead pixels), I think this is more a case of "bad consumer".

However, there is a caveat to these policies. Many manufacturers will specify a number of dead pixels but will also consider the positions of the dead pixels. If the dead pixels are toward the center of the screen where they will be more protrude to viewing, they will accept return on lesser number of them. In the case when they said 8, when the dead pixels are ALL around the center of the screen and close to each other, they might have an exception to take it back. Should call the manufacturer directly to confirm. If you get a tech support ticket from the manufacturer and present it to the retailer, they will be more willing to accept the return.

I find it ironic on this site when a company rips off the consumer its a cause for lynching the company( which is usually correct), but when the consumer defrauds the company its a cause for celebration( almost always, even when the customer is in the wrong and knows it). Mind you, the balance of power is such that we consumers have to take our victories where we can, but its cases when we cross the line like this that tends to push retailers to move the line away from liberal policies and toward more restrictive ones.

I've been through this myself. I bought a Viewsonic monitor a few years ago and found what I thought was a single dead pixel in the corner. After some research, I realized it was a small cluster containing several dead pixels. A single dead pixel is very difficult to notice on a high resolution monitor.

That gives the TV 3,888,000 sub-pixels, of which 3 failed, or over 99.9999% perfection.

Solution? Buy Plasma, although with a 19in it'sn not worth the money, if you even can.

Not sure where the he did his math, but 3 dead pixels is not a 97.5% working display, even assuming only 720p resolution (1280x720) that’s still 99.99967% working...

Also maybe not the smartest idea admitting to the internet that you lied to the CSR about how many pixels are dead. NewEgg's a good e-Tailer, but it would almost serve him right if NewEgg rejected the return....

if you want 100% perfection then git a tube TV and im talking abut CRT not plasma

Why is it okay for consumers to lie and cheat companies, but it's a sin for companies to lie and cheat their customers? C'mon Consumerist, you're losing the moral high ground here!

This kid scammed NewEgg period. If he's got a beef with the problem, tell him to take it up with the manufacturer. NewEgg told em right up front these things can have dead pixels, I don't see best buy, or walmart, or anyone else doing the same.

Maybe consumerist can direct it's "restrictive" comment toward the actual villain here, the manufacturers. NewEgg has always done right by me when I've had problems, but I've never tried to subvert industry standard practices by lieing to them.

Consumerist, you also should retract your statement about newegg, you certainly sound like you are promoting lying to them to resolve an issue that is wholly not their problem.

Many refurbished items are almost always replace only - so watch out before you buy from them.

then its 3/1310720, or 0.0002288818359375% Which is pretty teeny!

a widescreen monitor (1440x900 is very common) would be slightly larger percent, there are about 100,000 less pixels...

I was always impressed by nintendo with the DS, i had 1 dead pixel and they bent over backwards to get the screen replaced. My boss had a PSP with 3 dead pixels and sony told him they wouldn't replace the screen unless it had 4 or more, or 2 directly in the center.

Granted this is why I buy TV's at Costco, you can pretty much return it for just about any reason, if it were to have dead pixels.

Israel also needs to learn some math. Assuming the TV is something like this: http://www.newegg.com/product/product.aspx?Item=N82E16889107041

Then it's 1440x900, or 1,296,000 pixels, so 3 dead pixels is 99.9998% right, and 8 dead pixels is 99.9994% right.

97.5% right would be 32,400 dead pixels.

Sorry, but OP is in the wrong here. It's unfortunate but dead pixels are something that happens with LCD TV's.

LCD monitor is a special case precisely because of dead pixel.

Wow, the consumer in this case is clearly in the wrong and the Consumerist is trying to be sympathetic to his cause, makes me wonder how low someone has to go for this blog to be unable to back him up.

Anyway hope Newegg hits him up for the 15% restocking fee

With a brick and mortar store, you can return the TV if you just don't like the way the bezel looks. Usually without any restocking fee, as well.

Dead pixels are a bummer, but they remain dark. These can actually be lived with. Stuck pixels - those that shine brightly in red, green or blue are a royal PITA and should be considered a defect.

Next time I buy something from Newegg and the price is a little higher than I remember, I'll know who to blame.

Thanks Israel, for lying to screw one of the few good companies out there.

I can't say I blame him - it's something jarring about a fixed pixel on a brand new screen. Your eyes are stuck to it once you notice the thing.

I did lie once to a shop. I bought a wireless controller for a game console and two months later dropped the transmitter three feet onto carpeted floor. It never worked again. No return or exchange. I purchased a new controller and swapped the transmitters and returned the new controller with the broken transmitter for a refund.

I know. I'm going to hell.

/sarcasm

But yeah props to the OP on being a liar. Newegg is one of the best retailers on the web and quite frankly it's upsetting that the OP would take the path of essentially commiting fraud.

How many stories on Consumerist are about stores doing that to customers, and now a customer is doing it back to the store? No wonder stores adopt draconian policies that make it hard for everyone to shop.

Thanks, Israel, for being a jerk and ripping off Newegg. You got your replacement TV. Screw honesty. Screw integrity. You get what YOU wanted.

Shameful.

If you speak with the manufacturer before buying, or just surf their website, you'll find most of them are open about their dead pixel policies. You'll also find different policies for different price bands of LCDs. The more you pay, the fewer dead pixels (as low as zero) are considered acceptable.

This isn't unusual for any product, quite frankly. Even food and medication are subject to it.

Standard Computer Return Policy

* Return for refund within: non-refundable
* Return for replacement within: 30 days
* There must be a minimum of 8 dead pixels to declare an LCD display defective and eligible for return.

http://support.asus.com/repair/repair.aspx?no=536&SLanguage=en-us

Sorry, but it is likely the OP is trying to subvert the warranty on the product he bought.