Bought an Asus ROG PG258Q 240Hz monitor

[Serrin]

So I've been an Asus customer for years and rarely had a problem but I bought a PG258Q 240Hz monitor less than two months ago and a few days ago a pixel died in the top center of the screen. I know dead pixels happen, but I've never had one in the center of my damn screen before. It's pretty maddening. There's actually one more along the bezel too but I don't care about that one.

 

This is a premium product with a premium price. An ROG branded high end monitor targeting gamers, but they still only offer you the same warranty guarantee that they offer on their low end entry level productivity monitors.

I contacted Asus who told me that a monitor must have 5 or more dead pixels before they will warranty it. I explained to them that it isn't the number of dead pixels that matter so much as the location of those dead pixels. I wouldn't care if there were 10 if they were along the bezel edge but even one in the center should be unacceptable.

While the phone support was polite they flatly refused to help me. At one point they offered to let me RMA the monitor at my own shipping expense but told me that if it was just two dead pixels they would probably return it to me labelled as acceptable and nothing would change (also leaving me without a monitor, possibly for weeks, while the RMA was processed).

I'm very disappointed. I have an Asus 1080, an Asus motherboard, this monitor and my previous monitor were Asus, my router is Asus and that's not even including previous builds with Asus products, of which there have been many, I've been a loyal customer for over a decade.

$600 Premium ROG branded products shouldn't be sold with same warranty as a $150 productivity monitor and any monitor vendor should have a section of the warranty that specifies that the location of a dead pixel is relevant to its eligibility for an RMA.

Very disappointed. I wish it had happened during the first 30 days so I could just return it to retailer instead. 15 days past return policy.

[iamdarkyoshi]

Please fix for night theme users (edit post, highlight everything, then hit the Tx button to clear formatting)

[DocSwag]

Welp, Asus has pretty bad customer support, or so I've heard. I think this reaffirms that.

 

One thing I could try... sometimes the lmg people can help you out with some of the customer support of these companies. I'll mention in a few and I suggest you also PM CPotter, as he deals with all the relationships with companies.

 

@LinusTech@Slick@CPotter@nicklmg

 

Maybe one of the lmg dudes can help you out here.

 

Where did you buy the monitor from? I suggest you leave a bad review there, sometimes, at least on newegg, I've seen companies reply to customers who leave bad reviews about it.

[Zando_]

2 minutes ago, iamdarkyoshi said:

Please fix for night theme users (edit post, highlight everything, then hit the Tx button to clear formatting)

Here: 

Spoiler

So I've been an Asus customer for years and rarely had a problem but I bought a PG258Q 240Hz monitor less than two months ago and a few days ago a pixel died in the top center of the screen. I know dead pixels happen, but I've never had one in the center of my damn screen before. It's pretty maddening. There's actually one more along the bezel too but I don't care about that one.

 

This is a premium product with a premium price. An ROG branded high end monitor targeting gamers, but they still only offer you the same warranty guarantee that they offer on their low end entry level productivity monitors.

I contacted Asus who told me that a monitor must have 5 or more dead pixels before they will warranty it. I explained to them that it isn't the number of dead pixels that matter so much as the location of those dead pixels. I wouldn't care if there were 10 if they were along the bezel edge but even one in the center should be unacceptable.

While the phone support was polite they flatly refused to help me. At one point they offered to let me RMA the monitor at my own shipping expense but told me that if it was just two dead pixels they would probably return it to me labelled as acceptable and nothing would change (also leaving me without a monitor, possibly for weeks, while the RMA was processed).

I'm very disappointed. I have an Asus 1080, an Asus motherboard, this monitor and my previous monitor were Asus, my router is Asus and that's not even including previous builds with Asus products, of which there have been many, I've been a loyal customer for over a decade.

$600 Premium ROG branded products shouldn't be sold with same warranty as a $150 productivity monitor and any monitor vendor should have a section of the warranty that specifies that the location of a dead pixel is relevant to its eligibility for an RMA.

Very disappointed. I wish it had happened during the first 30 days so I could just return it to retailer instead. 15 days past return policy.

 

[iamdarkyoshi]

I'd contact the vendor and ask for a replacement, if more dead pixels are popping up, its actively getting worse. I've had good luck going this route, LG told me to sod off, but massdrop replaced mine, paying shipping for both the return and replacement, and I had one off center dead pixel.

[Ordinarily_Greater]

@DocSwagseems that Asus has bad service, i remember this too. That is why i like lg customer support

[Aytex]

But how was the 240hz experience? 

[DocSwag]

13 minutes ago, Ordinarily_Greater said:

@DocSwagseems that Asus has bad service, i remember this too. That is why i like lg customer support

Asus definitely is known to have not so great customer support.

 

I don't know about lg since I've never had to deal with em, nor have I heard much about em  

[Serrin]

 

21 minutes ago, Aytex said:

But how was the 240hz experience? 

The 240Hz was great. You can't see it with the naked eye in the same way you can when going from 60 to 144 or but I could "feel it", for lack of a better term, when actually playing. You do have to compromise some on graphics settings (even on a 1080 at 1080p) to make sure you FPS is always over the 240 mark, but as long as you get it dialed in you can definitely feel the difference.

 

The panel also supports ULMB at up to 144Hz so I tried that too, no problems with the brightness for me but I didn't feel like it offered the advantages in actual play that 240Hz did so I turned it off.

 

It's a nice panel except for the dead pixels.

 

Maybe 3 more will die before the warranty is up and I can get a damn RMA grrr

[WereCat]

3 minutes ago, Serrin said:

 

 

Maybe 3 more will die before the warranty is up and I can get a damn RMA grrr

Or after the warranty is up Shit happens.

[CPotter]

6 hours ago, Serrin said:

So I've been an Asus customer for years and rarely had a problem but I bought a PG258Q 240Hz monitor less than two months ago and a few days ago a pixel died in the top center of the screen. I know dead pixels happen, but I've never had one in the center of my damn screen before. It's pretty maddening. There's actually one more along the bezel too but I don't care about that one.

 

This is a premium product with a premium price. An ROG branded high end monitor targeting gamers, but they still only offer you the same warranty guarantee that they offer on their low end entry level productivity monitors.

I contacted Asus who told me that a monitor must have 5 or more dead pixels before they will warranty it. I explained to them that it isn't the number of dead pixels that matter so much as the location of those dead pixels. I wouldn't care if there were 10 if they were along the bezel edge but even one in the center should be unacceptable.

While the phone support was polite they flatly refused to help me. At one point they offered to let me RMA the monitor at my own shipping expense but told me that if it was just two dead pixels they would probably return it to me labelled as acceptable and nothing would change (also leaving me without a monitor, possibly for weeks, while the RMA was processed).

I'm very disappointed. I have an Asus 1080, an Asus motherboard, this monitor and my previous monitor were Asus, my router is Asus and that's not even including previous builds with Asus products, of which there have been many, I've been a loyal customer for over a decade.

$600 Premium ROG branded products shouldn't be sold with same warranty as a $150 productivity monitor and any monitor vendor should have a section of the warranty that specifies that the location of a dead pixel is relevant to its eligibility for an RMA.

Very disappointed. I wish it had happened during the first 30 days so I could just return it to retailer instead. 15 days past return policy.

I'm going to follow up with our ASUS contact, sorry you're having these issues!

[Arika]

[removed]

[Serrin]

1 hour ago, CPotter said:

I'm going to follow up with our ASUS contact, sorry you're having these issues!

Wow thank you so much for the effort I really appreciate it. I first heard about the 240Hz monitors on the LTT video from the announcement coverage at CES and I was really excited about it, it was so disappointing and frustrating to have a pixel die less than two months in and be told "We're not going to fix it.".

 

So that you have all the information I want you to know I did call back today and try again and they offered to pay for the RMA shipping to them (the first time they wanted me to RMA it at my expense) but they still said "If it's less than 5 pixels It will probably be labelled as acceptable and returned as-is no matter where the dead pixel is on the screen." and the idea of packing it up and sending it back and being without a monitor for a week (or weeks) just to get back the same one was pretty frustrating so I ask if I could think about it and he gave me a case number and told me to call back when I made up my mind (I PM'd you the case number).

 

It means a lot to me that you're even taking an interest in my problem, even if nothing comes of your follow-up I sincerely appreciate the effort. I've been watching LTT for as long as I can recall watching tech reviews and builds online but you've definitely stepped up my loyalty to you guys today. Thanks again.

[Glenwing]

8 hours ago, Serrin said:

So I've been an Asus customer for years and rarely had a problem but I bought a PG258Q 240Hz monitor less than two months ago and a few days ago a pixel died in the top center of the screen. I know dead pixels happen, but I've never had one in the center of my damn screen before. It's pretty maddening. There's actually one more along the bezel too but I don't care about that one.

 

This is a premium product with a premium price. An ROG branded high end monitor targeting gamers, but they still only offer you the same warranty guarantee that they offer on their low end entry level productivity monitors.

I contacted Asus who told me that a monitor must have 5 or more dead pixels before they will warranty it. I explained to them that it isn't the number of dead pixels that matter so much as the location of those dead pixels. I wouldn't care if there were 10 if they were along the bezel edge but even one in the center should be unacceptable.

While the phone support was polite they flatly refused to help me. At one point they offered to let me RMA the monitor at my own shipping expense but told me that if it was just two dead pixels they would probably return it to me labelled as acceptable and nothing would change (also leaving me without a monitor, possibly for weeks, while the RMA was processed).

I'm very disappointed. I have an Asus 1080, an Asus motherboard, this monitor and my previous monitor were Asus, my router is Asus and that's not even including previous builds with Asus products, of which there have been many, I've been a loyal customer for over a decade.

$600 Premium ROG branded products shouldn't be sold with same warranty as a $150 productivity monitor and any monitor vendor should have a section of the warranty that specifies that the location of a dead pixel is relevant to its eligibility for an RMA.

Very disappointed. I wish it had happened during the first 30 days so I could just return it to retailer instead. 15 days past return policy.

It's unfortunate but it's not really an ASUS thing. This is standard industry practice. You wouldn't have been any better off with BenQ, Acer, or whoever if you look them up you'll see they have similar dead pixel policies. LCDs have high defect rates, and this is a consequence of that. Usually you get around this by making a return or exchange or something with the retailer, since they aren't usually aware of this.