Sony responds to PSP dead-pixel reports

[wraggster]

Soon after the PSP launched in Japan last December, reports began to surface that some units' LCD screens suffered from pixels that were either permanently light or dark. Within 24 hours of the portable's North American launch, similar complaints began to reverberate around the Internet. The locus of the complaints was, ironically, the official PlayStation forums, which was temporarily down yesterday following heavy traffic.

Some gamers' outrage over the perceived issue was fueled by an e-mail allegedly sent out by Canadian game retailer Video Games Plus. The e-mail said the company was "informed by Sony that they will not be warranting any dead pixel units. They are only warranting hardware defects ie [sic] broken buttons, malfunction with drive, and so on."

An informal survey of the dozen-odd PSPs in the GameSpot offices found half had at least one pixel that stayed white or dark constantly. While these dots were almost all invisible while playing games, they did stand out when displayed against a black or white 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.

Page 13 of the PSP manual puts it this way: "Red, blue, or green spots (bright spots) or black spots (dark spots) may appear in certain locations on the LCD screen. The appearance of such spots is a normal occurrence associated with LCD screens and not a sign of malfunction. LCD screens are made using highly precise technology. However, a very small number of dark pixels or continuously lit pixels exist on each screen." The manual also warns against exposing the LCD screen to direct sunlight and leaving still images on the screen for an extended period of time, as both could damage the display.

The Sony rep suggested that PSP owners who encounter the pixel issue should try the device "for a week or two" to see if it continues to bother them. "If you find the spots are interfering with gameplay/video viewing during this period, we will support the various elements of [the PSP] warranty," the rep said. Each PSP comes with a one-year limited warranty, which is on page 125 of the PSP manual. If a PSP is "determined to be defective" by SCEA, the company will see to the "repair or replacement of this product [the PSP] with a new or refurbished product at SCEA's option."

According to a technical support associate contacted by GameSpot, PSP owners who encounter a persistent and aggravating dead-pixel issue should contact SCEA's customer service line (1-800-345-7669) for instructions on how to exchange their unit after a week or two of using the unit. "We will work with you," he assured. The associate said the process would work much like exchanging PlayStation 2s that suffer from the dreaded "Disc Read Error" problem: Gamers will mail their PSPs in to SCEA and receive units with new screens. The associate was unsure if customers would receive an all-new unit or their old unit with a new LCD screen.

[steveola]

God Sony make me puke!

They have $#@!ed up big time with inferior quality screens, and are trying to wriggle out of it by claiming that this is normal????

I have owned many handhelds over the years, and not one has suffered from this 'normal' defect.

Also, what about LCD monitors and TV's ? If users have a dead pixel / pixels they are quite entitled to claim that it is not 'Fit for Purpose'.

I think they have cut production costs by using cheapo screens, and haven't bothered to soak test them during production. The fact that its mentioned in the manual suggests that they knew about this problem early on, but thought they could get away with, and decided to gamble on being able to blag the customer.

Now here is a typical example of what Sony really think of their customers, they are trying to b*llsh*t you all by claiming that this problem is 'Normal'.

I have never heard anything so outragous in my life.

Shame on Sony!!!

[wraggster]

what does a dead pixel look like anyway

anyone got a photo ofone ?

[leggy]

Nothing wrong with my screen.

I did read somewhere that the email that sony wouldnt repair the dead pixels was a spoof.

As far as I am aware if you buy an LCD screen there is an allowable number of dead pixels before the supplier has to repair it.

[Hevyduty]

Well, I'm 2-for-2 for screens with dead pixels. I'm in the US so I got a unit on launch, and it had a cluster of bright red pixels in the lower part of the screen. It was intolerable, and I took it back for an exchange. Then the new one I got last night has one bright red pixel. Since it's only one pixel, it's less noticeable. But it's also closer to the center of the screen than the ones on my first unit, so I tend to notice it more often.

For $250, this is a premium gaming machine. Premium gaming machines shouldn't have defects, and a dead pixel (in my case it's technically a stuck pixel, stuck on red) is a defect.

This is a classic case of Sony trying to call a bug a feature. I won't bother the store anymore with exchanges since it's not their fault, and it's gone beyond their responsibility. Besides, I can't help but feel that another exchange would result in yet another unit with yet another dead pixel. It's obviously a major, widespread problem.

It's like buying a really nice luxury car, getting all excited the day you pick it up, and when you get to the dealer, one of the tires is flat. It just ruins the moment. The dealer could preserve at least some of your enthusiasm by actively offering to fix it, but instead he says every tire has the possibility of a flat, so it's not technically a problem. After some haggling, he reluctantly agrees to fix it. But in the end, what should have been a fun and exciting moment turns into an unnecessary hassle and disappointment that you'll associate with that car for as long as you drive it.

That's how my last two days have gone. And that's how I feel about the PSP. I pre-ordered 7 weeks ago in anticipation of launch day. The big day comes, I turn on the machine for the first time, and every bad pixel was like a kick to the face.

Any enthusiasm I've had for the PSP is long gone now. With the money I've sunk into it, I still want to like it and enjoy it. But Sony's inability to deliver me a defect-free unit has pretty much ruined the whole experience. It definitely goes down as the most disappointing video game exerience of my lifetime, and my first game system was the Atari 2600. So I've been around a while.

Hey, it's just a game system. It's not like it's got me down about life or anything. It's just that when I look at my PSP sitting on the desk, I don't even want to turn it on. And here I was expecting that once I got one, I'd never want to turn it off. Quite a contrast.

For that reason, I'll definitely be sending my PSP to Sony for an exchange. It's a matter of principal really, such as getting what I paid for: a defect free unit.

Did Sony totally blow this launch? In my case they did, and that's all I can really speak to. Sony is no longer on my radar as a video game company. I don't care how spectacular the PS3 turns out to be. I'll pass.

-HD

[Devlin]

the PSP was never gonna stand a chance anyway
most people would buy it cos its got 'playstation' written on it.
the minority would make an informed choice cos it got games they like.
I would never buy a playstation of any kind of my own free will, and i prefer nintendo anyway.

buy a DS, they are much better.
they dont use cheapo screens, and they cost much less.

[aseddon130]

mine doesnt have any dead pixels, neither does my dads, so i suppose we're lucky. my PSP has a slight indentation on the screen and it does make the screen around that little area a little funny, you can only see it when its turned off or when u actually look at it very hard whilst playing a game, it really doesnt bother me because its invisible when playing a game.

i am very very happy with what sony has made, shame for the people like hevyduty who hasnt been too happy with his experience with his PSP(s), cannot blame him really. The PSP is going to be massive in the UK (when they finally release it) and im sure the PSP is going to do well in the USA, so despite the 'dead pixel' problem there is, Sony aren't very worried i think.

[Clare]

I have actually got one perminant white pixel on my screen. I'm in the UK and it's not officially released here, so I'm not sure where I stand on getting a replacement.

[wraggster]

depends where you brought it from.

I got mine from a UK supplier but unless i had an anoying dead pixel i wouldnt bother replacing it.

Is there anyway of fixing dead pixels ? yourself

[tidusuk123]

my sold jap psp had 5 stuck pixels and were could only be seen when the screen went black - but still it pissed me off that i paid £200 and four dots made it feel more like a £20 product.