Asus trying to screw me on Monitor Warranty - Pls Advise

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Bradley_

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Jan 14, 2014
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I have an Asus PB278Q (27" 1440p 60htz)

So I started to see shadowy spots (not single pixels) about an inch or two in diameter of shadow all along the bottom left edge of my monitor when set below 15% brightness, worse progressively towards 0% brightness (still totally bright enough to use perfectly well at 0%) I like 0-5% to ease eye strain. I sent in images of this to Asus and they agreed that type of issue would be covered under warranty. There was zero physical damage when I sent it in, now they say the warranty is void because there's a tiny little scratch on the screen (they sent me a pic of it, I have pics from before to prove no scratch but they say they don't matter).

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QUESTION 1a. Do these pics qualify as "BACKLIGHT BLEED" or would it be more likely "Dead LED backlights" ? They say there is no significant "backlight bleed" on my monitor so they're sending it back to me with no repairs. I thought backlight bleed was something else entirely.

Question 2. With the tiny scratch aside, I still demanded warranty service on the pannel because of the backlighting issue. Does this look like something that should be warranty covered? Their support center already said yes, but their repair techs say no because a little backlight bleed is common in IPS pannels. They got back to me but again they referred specifically to backlight bleed which is commonly only seen on a DARK background with HIGH brightness! My issie is with dark spots with LOW brightness!

Question 3. Would you classify this as dead led/backlights, or is this a side effect of common IPS backlight bleed?

Question 4. What would you tell Asus support next time I talk to them? I've been hammering the specifics of all this over 'customer service' heads (very nicely) but still I get no help from the actual 'tech service' people. Asus doesn't allow customers to talk to the tech repair people, only customer service - I've already escalated this to the highest level of their customer care.

Regardless of a tiny scratch, that would obviously not be a cause for a back-lighting issue like this, as everyone, even them would have to agree. They just got back to me saying there is no significant "BACKLIGHT BLEED", and some backlight bleed is a common thing with ips pannels. These spots were NOT there for the first couple years of extensive use.

I've moved many times in the past packing fragile monitors/mirrors/paintings, I packed this one extremely well so I didn't think I'd need shipping insurance, plus I trust Canada Post to handle packages well.

Thanks for any feedback/help.





 
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Our opinion isn't worth anything in this matter and won't help you.

To me it looks as if you're right. I'd just ask ASUS to re-consider. If they won't, you can complain to the Better Business Bureau or your state attorney general. Both have a vested interest in helping you and unlike me (and the rest of the forum) they have some clout with ASUS.

 
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If they told you before based on your pics that you do have backlight bleed but now you've sent it in, they say you don't, can you not forward their previous email to them and point out that they're contradicting themselves?
On a separate note, this is not the first time I've seen complaints about asus customer service. I have their monitor as well, but in the future, I will steer clear of their products.
 
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Not exactly. These terms weren't used specifically with customer service. I sent in these pics, described the problem in detail without using any term "backlight bleed". I'm afraid the customer service team isn't extremely tech savvy. They did tell me to send it in though based on my pics and description.

Do these pics qualify as "BACKLIGHT BLEED" or would it be more likely "Dead LED backlights" ?
 
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What does it matter what they call it? If they told you to send it in based on pics and description, can you not forward that to them and say, here's where you told me to send it in based on the images and now you're telling me there's nothing wrong, and you're trying to return it with a scratch that wasn't there before. Did you pay for shipping too?
 
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Asus warranty policy is that you pay to ship it to them, they repair and send back for free.
Now, (In Canadian currency,) they want to charge me $226.00 total for parts labor and return cost to repair this tiny scratch. The other option is that they'd send it back for free with nothing at all repaired. Neither the backlight problem shown in my pics, or this new scratch it has after sending. FML.
I have escalated this to the highest level of their customer care, we'll see what happens.
 
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It doesn't matter what WE call it. Our opinion has no standing with ASUS. Work with their customer service until they tell you that you're screwed. Then work with BBB and your AG. But, you must first exhaust your efforts with ASUS and be able to document it.
 
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A curious point I ask the techys here -- in this model PB278Q would the backlighting (which is obviously faulty, see the pics, no?) be PHYSICALLY ATTACHED to the outer screen? So if the scratch was repaired with a new screen, wouldn't that in effect solve the dark shadows spots problem?

Or ... does this model have separate LEDs that they could fix, so they could say they honored the warranty, but then still send it home with the scratched screen?

My best case scenario is that they are willing to honor the warranty and identify this issue with the dark shadow spots along the bottom, fix it, and because those LED's are attached to the screen, the screen gets replaced too.
This is something the customer service people do agree with, but again, the Tech Service Dept are the ones being stubborn.
 
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Bjornl, I agree, I really hope it doesn't come to that, but I will follow that path if needed. Worst part about this is in the longer this takes, the longer im stuck with my old 19" 4:3 monitor from eons ago 😛 .... I suppose it could be worse, no backup monitor at all.
 
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$226 cad?? That's a rip off. I'm in Canada as well and my whole monitor cost that much when I got it. Don't go for that. Argue with them on the scratch as clearly it wasn't there when you sent it and you've got pics to back it up. But they need to honor the thing about the backlights, scratch or no scratch. They said they would, this backing up is bs. Shipping isn't free and you did ship it at your expense one way.
 
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Some people I've talked to say it looks less like dead LED's and more like some kind of pressure from the bottom bezel causing this issue. I've never had to move this monitor much, the adjustment buttons aren't even on the left side where the dark shadow spots are the worst. ... any thoughts?
 
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Hmm. I've never had to disassemble a monitor so I wouldn't really know what to say. I've seen monitors do that at work and such (on crappy models), after years of use, and I would likely put it to uneven lighting from whatever is putting out light at the bottom of the screen. Second most likely guess would be some kind of warping of either light source (if it's a strip) or the screen itself, resulting in shadows cast. Sure you can try and fix that yourself but it's making me mad asus is failing so bad at customer support for this.
 
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This seems to have been resolved, warranty honored finally after having shipped it in 16 days ago. The final verdict was "uneven backlighting". You have no idea the fuss I've had to go through with this, but Asus Customer Care came through for me in the end. I'll be writing a full review of the experience when I get the unit back, not sure exactly when that will be.
 
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