Dell fesses up to 2007WFP banding problems

Here's one situation where we'd rather Apple would take a page out of Dell's book. After receiving reports of severe color banding issues on certain users' new 2007WFP LCD displays, Dell looked into the issue, found the problem to be pretty rare, and caused by the monitor's active color management chip which switches between desktop, multimedia and gaming modes. Turns out the reported banding is caused by the "desktop" mode, and Dell has now updated the firmware to disable this mode (alright, so maybe Apple shouldn't follow this plan 100 percent). Dell has provided contact information for help with the firmware fix, and will also straight up replace your 2007WFP if you'd like. The roughly one month response time from rumblings to solution could be improved, but it's good to see a company take at least some responsibility for its faulty products.

[Via PC World]

[Peter @ May 26th 2006 8:22AM]

Stupid Dell mouthpiece.That writeup is wrong in just about every way:

"found the problem to be pretty rare"

Yeah, rare in that it only affected every 2007wfp, 2007fp and 2407wfp. In the grand scheme of things, that is rare.

"Turns out the reported banding is caused by the desktop mode"

Actually, of the three modes, there was less banding in desktop mode than other modes.

"Dell has now updated the firmware to disable this mode"

Again no. What the firmware does is adjust the ACM controls and turn of Faroudja video scaler/processor in desktop mode. Desktop mode is the only that actually will be banding free.

[Intrepid @ May 26th 2006 8:27AM]

I don't know, I see the problem in any mode.

[Peter @ May 26th 2006 8:31AM]

http://www.widescreengamingforum.com/forum/viewtopic.php?t=4021&start=50

A better response from a Dell rep who seems to have a clue:

Dell is committed to serving our customers.

We have received feedback from some customers regarding our 2007FP, 2007WFP and 2407WFP monitors regarding uneven color bands on some images. This effect is known as "banding.” It is due to the Adaptive Color and Contrast™ (ACC) and Active Color Management™ (ACM) feature of the Faroudja video processing chip. For general usage, ACC and ACM technology found in this chip is known for delivering impressive picture details and optimal image quality across a multitude of monitor usage modes.

Dell has a tested a firmware update that adjusts the ACC & ACM features, eliminating the banding issue when using the DVI input in Desktop mode. All of these monitors have three display modes: Desktop, Multimedia and Gaming. The firmware turns off Faroudja video processing in Desktop mode. It remains enabled in the other two modes. Essentially, the updated firmware allows users to choose whether they want the Faroudja video processing feature on or off.

Starting today, we have updated units with the new firmware to ship out on an ongoing basis, and will look to fulfill customer requests as quickly as possible. For details on how to proceed, you have two options: email me directly at [e-mail], or visit the Dell Community Forum.

Sincerely,

Geoff
Dell Customer Advocate

[Shunnabunich @ May 26th 2006 8:39AM]

What does this blurb refer to Apple for? Are their Cinema Displays having banding problems too? (I haven't heard anything about them, nor have I noticed anything offhand in stores...just curious.)

[Andrew @ May 26th 2006 8:43AM]

yea I'm kinda wondering where the apple-bashing is coming from, and thats saying something coming from me, someone who looks for ANY reason to bash crApple. :D

[rusty @ May 26th 2006 8:48AM]

#4...I don't think it's monitor-specific in Apple's case. I think they were commenting on what seems to be Apple's (crappy) way of dealing with problems (which they NEVER have, of course).

(I'm a devoted Apple user, but I'm appalled by their lack of service and responsibility. If there was another way to run OS X, I'd take it in a heartbeat)

[GeneMack @ May 26th 2006 8:50AM]

The Apple comment comes from the fact the Apple's are the exact same displays as the Dells (excluding decrative cladding), so they have the same problems (IIRC).

[steve @ May 26th 2006 8:51AM]

I bet the long response time was due to waiting to have a fix ready at the time of acknowledgement.

[Todd @ May 26th 2006 8:59AM]

Apple, more specifically, Steve Jobs, would never EVER employ this kind of transparency. The cult of Mac would be destroyed if it followed Dell's example of do-the-right-thing.

[bob @ May 26th 2006 9:03AM]

shipping shodily slapped together pieces of crap to keep costs down!?!?! yep that would destroy the cult of mac alright.

[Brian from Texas @ May 26th 2006 9:05AM]

I've personally replaced 100's of Dell Latitude D600 Bluetooth cards and System Boards because of an engineering flaw. They didn't ever admit fault, but now on the D610 the solder connection has been replaced with a wire to a plug connection.

And don't get me started on the Latitude C600 series.

[daaper @ May 26th 2006 9:19AM]

"shipping shodily slapped together pieces of crap to keep costs down!?!?! yep that would destroy the cult of mac alright."

you sure about that? I'm not...

[John Doe @ May 26th 2006 9:26AM]

"What does this blurb refer to Apple for?"


Apple ignores problems in their hardware until customers initiate a class action lawsuit. Honestly Apple is prob one of the worst companies when it comes to making good on repairing their wares.

[Rob @ May 26th 2006 9:53AM]

#7 - Wrong! As others have mentioned, Apple hates to admit there's a problem with any of their products, and the writer of this article wishes Apple would not remain in denial (as a P.R. move) when users agree there's is a problem with an Apple product. I have never heard an Apple user complain about this banding problem, even though both Dell and Apple appear to use the same LCD (from what I've read -- I'm no expert).

[Charles Taylor @ May 26th 2006 10:00AM]

"Honestly Apple is prob one of the worst companies when it comes to making good on repairing their wares."

Oh really? I don't suppose you remember the daugthercard problems with the Performa 6000 series? No? Well, I had one when I was a wee-young lad, and they replaced the afflicted parts for free, and continued to do so for about 6 years after that for other costumers. How about the free iBook/Pb G4 battery replacement program? Or the iBook Logic Board Repair Extension Program, the 15-inch PowerBook G4 Display Repair Extension Program and the iMac G5 Repair Extension Program for Video and Power Issues.

You can in fact find a complete list of current apple settlement and free repair programs at http://macs.about.com/od/troubleshooting/a/repair_exchange.htm

[Zadillo @ May 26th 2006 10:04AM]

Oh give me a break. Apple has in fact admitted to and acknowledged previous hardware problems and initiated repair/replacement programs (for example, replacing motherboards in early Macbook Pros), admitted to the "white spot" problems on 15" PowerBooks, admitted the iPod nano screen cracking problem, etc. Just because Apple doesn't ALWAYS come out and say exactly what the problem is right away (as in the case of the mysterious firmware that addresses heating issues in MBP's but which they haven't publically discussed yet) doesn't mean they never do, or that it takes a class action lawsuit. I realize you hate blind Mac fanboys who think Apple can do no wrong, but it isn't a whole lot better to just have this rabid hate for Apple regardless of facts.

[rusty @ May 26th 2006 10:07AM]

Um...Mighty Mouse scroll ball anyone???

[Rob @ May 26th 2006 10:28AM]

Wait a second #15, while I'm sure Apple is not the "worst" company (I've been an Apple user since the Mac ci), take a look at all the message boards full of users who have problems that Apple does not PUBLICLY recognize (other than the few at the link you gave -- BTW, where's the page on Apple's website for this type of info?). I found myself with a defective Apple product (a 30" Cinema Display) a year ago, saw I wasn't alone when I found many people had the same issues that I had, and sure enough, Apple quietly let me return the product for a full refund, while remaining mysteriously silent when I asked several times about the pervasiveness of this problem.

Like most large companies, Apple needs to be pushed hard to PUBLICLY admit a problem with their products. However, at least they seem to stand behind their products when, on an individual basis, a user can demonstrate a problem. That is my experience. I still love Apple products, but felt disillusioned to see that they don't seem to fess up to a lot of problems...

Okay, I will try not to post any more on this subject!

[Peter @ May 26th 2006 10:29AM]

A lot of Apple haters here. How else do you get a Dell thread turning into a Apple hate fest.

For the record. Apple does not use the same electronics in the panel as Dell. Dell used common electronics across the the 2007fp,2007wfp,2407wfp that caused the issues. Two of these panels are samsung based which Apple doesn't even use (Apple is all LG based).

So these panel issues are basicially unique to a Dell screwup. Dell had no choice but to respond because we nailed them on every forum on the net, to make sure Dell would suffer the consequences of not fixing it. And it is an easy fix so of course they will do it.

But where is Dells admission on backlight bleed or other problems.

All companies work the same. You have to hurt the bottom line before they respond. You have to hurt the bottom line to the extent that it becomes cheaper to fix the problem than to ignore it.

I owned one of these monitors. And I am glad to see Dell do something about it. But it took a bunch of us getting up in arms to drag the fix out of them.

[Intrepid @ May 26th 2006 10:45AM]

Apple Apple Apple. But idn't this a Dell thread? Let's see how this started:
- Author makes comment on Apples poor problem fixing;
- Fanboy cries "you're lying!!!";
- CrApple haters pay him/them out;
- Fanboys go back and pray at "The Alter of Steve" and ask him to stop these attacks against them

And there you have it folks, it happens every day in hundreds of forums around the world.

[Jeff @ May 26th 2006 10:46AM]

Actually, the article's first sentence bashes Apple, so blame the author!

[adm @ May 26th 2006 10:58AM]

in case anyone is interested, pretty much the whole 91-page saga can be followed on this forum thread:

http://tinyurl.com/qubd2

Dell was silent on the issue for a few weeks, but forum moderator ChrisM from Dell finally got on the ball, and it sounds like he went to bat for the users (including me). Hopefully Dell will learn from this incident and (a) test their monitors a bit more thoroughly, and (b) make it easier for people like ChrisM to get admanant user feedback sent up the foodchain more quickly.

[Peter @ May 26th 2006 10:59AM]

You don't have to be an Apple fanboy to see there is a serious problem a group of people here have that makes them see red if someone mentions the word Apple. I have never owned any Apple product in my life. But as the owner of one of these Dell panels I wanted to set the record straight on the issues. All I see other than my post about the issues is Apple fanboys vs Apple crybabies. Seemingly many more crybabies than fanboys. Grow up kiddies.

[rusty @ May 26th 2006 11:08AM]

So what am I, a fanboy or a hater? I am an Apple user. I don't want to use a PC. I like the way the iPod works. I hate Apple's BS customer support system and I would buy another company's products if they ran the same software.

???

[Todd @ May 26th 2006 11:22AM]

Don't hate the Apple fanboy, hate the company ( Apple )

[master_of_fm @ May 26th 2006 11:32AM]

i am just happy that they have addressed the problem, i was researching other options to a 2407WFP and the only thing that came close in quality and price was a Viewsonic VP2330wb which is a 23 inch monitor (i could get one for $850). Of course now there is no hope to get a 2407 by my birthday which is 6/4.

[ryan @ May 26th 2006 12:35PM]

"Or the iBook Logic Board Repair Extension Program,"

Yes, they were great about extending the warrany on this to 3 years, but they were replacing them with THE EXACT SAME PROBLEM BOARD. I know because I had to send mine in 3 times in less than 2 years for this same problem. I sold it before the 3 years were up and will not be buying mac again for some time.

[Toni @ May 26th 2006 2:05PM]

I wouldn't trust Dell to deal with problems like this in a sensible manner. A few years back when just about every Inspiron 3800 laptop user had dead key problems and it was apparent there's a hardware defect, Dell still suggested to "clean your keyboard" and "upgrade your bios". Only after a class-action lawsuit did they finally acknowledge the problem and offer free repairs. My wife's 3700 with the same exact keyboard (and problem) was not included in the deal. Customer service? I think not.

[Lane @ May 26th 2006 3:33PM]

Rob is right on the money about Apple. I have three of their Studio Scan17" monitors that cost me $900 each 7 years ago and they totally went out within 18 months. I called in and asked for them to be replaced and they said they offer NO repair or Replacement. I took it to their Forums to find other with the same issues. Within 8 days I had 26 other people banded together with the same problem. One day I attempted to log in and found that I had been deleted along with the other 26 users. Luckily for me I saved all the posts and printed them. We now have 112 people joined in on the petition to make Apple pay.

As far as the Dell monitors...I have two and they have severe banding. Simply turning off the Faroudja chip will definitely fix most of the problems, but also creates many more issues. Anyone that has knowledge of what the Faroudja chip does will know. I just got my RMA faxed to me this morning so they are taking care of it quickly. They are also offering a "Deal" if we want to step up to a higher model. I'm just trying to find out what problems are out there on the Dell 30"(grin) before I committ to that one.

Anyone?

[Shunnabunich @ May 26th 2006 5:02PM]

Wow, sorry I asked. (#4) LOL XD

For the record, I wasn't questioning Engadget's seizure of this (stretch of an) opportunity to do a bit of Apple-bashing — I'm used to it, I hardly even mind anymore — but rather, I was asking out of curiosity if Apple's standalone displays have problems similar to Dell's, as it would justify the mention of Apple in this article. I don't own either kind of display, because I use a laptop (and I'm frickin' poor, hehe), so I wouldn't know.

Now I know that this plea will probably go unheard by the seething masses, but could we please, please, OH PLEASE change the topic of this discussion? How about to, oh, I dunno, maybe Dell and their products? :)

[Camperton @ May 26th 2006 9:57PM]

I've never had a problem getting anything repaired or replaced by Apple. Maybe Apple Canada is just more polite and considerate.

[rendezvous65 @ Jul 11th 2006 12:40AM]

I heard the A02 revision fully fixes this problem.