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2407WFP-HC Ghosting Update

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DELLChrisM

Junior Member
We have several teams investigating the issue but have yet to discover the root cause. Until we know the root cause, we cannot have a corrective action plan. The discussion about poor control of the RTC (Response Time Compensation) technology and aggressive overdrive on TFT Central is currently under investigation. This will take some time. I can say that there will NOT be any in-home bios flashing of the monitors. If they decide that a fix can be implemented by bios flashing (which is just conjecture at this point), this will be done by us on the factory level. If this is done, you would need to initate a monitor exchange. Please keep tabs on the 2407WFP-HC thread on our forum for any updates:
http://www.dellcommunity.com/s...onitor&thread.id=81254

You may return the monitor now or wait for us to announce our findings. If you decide to return the monitor now for credit while inside the first 30 days from the invoice date, contact Customer Service (Chat, Email, and Phone):
http://support.dell.com/suppor...c=us&l=en&s=gen&~tab=2

They will need the following information -
20 digit PPID number on back of the monitor
Name, address, phone, email address
Order number
Return Reason

The monitor warranty coverage is as follows -
- If you purchased the monitor tied to a PC, the PC warranty coverage applies to the monitor (either the 90 day, 1 year, or the 3 year plan)
- If you purchased the monitor by itself, you paid for either the 3, 4, or 5 year monitor warranty coverage plan
 
Hey, neat, thanks! I wasn't even aware that there was a ghosting problem with the 2407WFP-HC's, but at least Dell is acknowledging and coming out about the problem unlike a certain other company. *cough* FP241W scaling problems! *cough*
 
Originally posted by: Laminator
Hey, neat, thanks! I wasn't even aware that there was a ghosting problem with the 2407WFP-HC's, but at least Dell is acknowledging and coming out about the problem unlike a certain other company. *cough* FP241W scaling problems! *cough*
Click to expand...

Gateway's FPD2485W has bad inverted ghosting, Gateway didn't do a thing about it, regardless of complaints... perhaps it is controlled/set by Samsung (panel's mantufacturer) on some way?
 
Originally posted by: postmortemIA
Neither of them make their own panels.
Click to expand...

True; I was talking about the value-additions they tack on to the panels through warranties, service, etc.

Actually, BenQ does make some of its own panels through AUOptronics, IIRC.
 
Originally posted by: n7
Nice to see a rep keeping us in touch; always good to see :thumbsup:
Click to expand...
I second that. I am impressed by ChrisM's and Dell's dedication in this situation.

My own (an others') 2407WFP-HC has no problems though, so this should not be an overall bad design issue.

I am somewhat perplexed when I see comments saying that all 2407WFP-HC's have the inverse ghosting problem, but that some users don't see it. Believe me, I have worked hard to find this issue in my monitor.
 
As of today Chris said on the Dell Forum they found the problem and are in contact with the manufactuer to see what option they have to fix this issue. 9/12/07
 
Thanks for addressing the concerns, Chris. I hope to recommend the 2407WFP-HC for Multimedia if the problems are fixed for A01. I'm sure many will be happy. This should put the 2407WFP-HC above the FP241W except for some video/res input issues.
 
Last week, I was considering returning my 2407WFP-HC. At first, I didn't even notice the ghosting, but after reading about it I started to notice it and now it bugs the hell out of me. So I looked at my order date, and Dell's return policy, and saw that they only accepted returns for 21 days, and last week I was just over that limit. So, I figured I was screwed.

Now this week, I see this post here, and I think I may have a shot at returning this LCD. I counted the days since my order, and again I'm just barely over the 30 day limit listed above (I'm at 35 days today). However, being that Dell seems to have great customer support, and the fact that it's now a known issue within Dell, I figured I might be able to return it regardless.

So tonight, I decide to initiate a chat session with Dell Customer Support to see if I can actually return my LCD. I spent THREE hours in chat with this guy, an hour of which was spent trying to explain the issue. After finally getting it through his head that my system number is NOT on my computer (homebuilt system, the only Dell component being the LCD), he decides it's time to do some troubleshooting. I'm instructed to unhook the LCD from the computer and unplug the power cord. "Do you see the ghosting now?" I'm not making this up, this is what the guy asked me.

So anyways, he ends up telling me he will replace the LCD. At this point, I've been in chat for nearly two hours and my patience is wearing thin. I'm not interested in an exchange, and even if I was I would want to wait for the updated revision. But, he promises me that Dell inspects each and every unit before shipping and promises that the new one will not have any problems. At this point, I know the guy is flat out lying. He didn't even know about this issue until I brought it to his attention, and he clearly doesn't understand that it's an issue with these LCDs having a defect, and not my particular LCD that's the problem.

I ask to speak with someone more familiar with the issue, and I'm told that he has escalated the issue to his Manager. He asks me for a phone number and when he should call me. I told him that I would prefer to get a phone number from him, so that I can call him tomorrow when it's convenient. He gives me a number and extension, and then continues to ask me for a phone number and when would be the best time to contact me. Again, I state that I will call tomorrow when I get a chance, and thank him for his time. I'm very ticked off at this point, after spending 3 hours chatting with this guy who really can't help me at all. And THEN, he tells me someone will contact me in the next 30 minutes. This won't work for me, as I had prior plans and wasn't going to be available anymore tonight. I restate that I will call tomorrow and we say our goodbyes.

About 30 minutes later, I start getting calls from Dell on my cell phone. I didn't answer, because as I mentioned, I had other plans for the evening. I received a total of FOUR phonecalls over the next 30 minutes. Very frustrated, and at this point I'd like to just shove this LCD down his throat.
 
Torduga,

Sounds like you chatted with Technical Support, not Customer Service. Customer Service would not have troubleshot with you. Just call this Customer Service number, 1-800-624-9897. Tell them you want to return the monitor.

They will need the following information -
20 digit PPID number on back of the monitor
Name, address, phone, email address
Order number
Return Reason
 
On mine I only had ghosting over VGA on my 360 and that was only when running at 1080P. I was able to resolve this by turning the sharpness down to 30 from 50. Made no difference in the image quality other than no ghosting.

I've never experienced this over DVI on my rig.
 
Originally posted by: DELLChrisM
Torduga,

Sounds like you chatted with Technical Support, not Customer Service. Customer Service would not have troubleshot with you. Just call this Customer Service number, 1-800-624-9897. Tell them you want to return the monitor.

They will need the following information -
20 digit PPID number on back of the monitor
Name, address, phone, email address
Order number
Return Reason
Click to expand...


Yeah, I started with Customer Service, and was then transferred to Tech Support. Customer Service transferred me because I was over the 21 day return period. I'm at 36 days right now and I'd like to return the monitor if I can. How would I go about doing this considering I'm several days past the return period?
 
Torduga,

Being in Technical Support, I really do not know the ins and outs of returning items for credit. I have heard of some customers escalating past the first Customer Service rep to a manger to get this done.
 
I have a 2407-HC and it's hard for me to tell what this "ghosting" is. I don't see it. I do see tearing sometimes but I usually leave VSYNC off, I think that causes what I would describe as 'tearing' during video OR it is a driver issue and not a monitor. I did see some photographs on the web site that looked like the special effects that are done on a TV show when they show point of view from drunk person's eyes. I've never seen anything like that.

I DO occasionally see what I can describe as if I were blinking at Clark Kent speeds (except no black when the lids are down, the moving parts just jump around in tiny miniscule jumps.) I think that's just the slower refresh of a LCD vs CRT. That's not GHOSTING, is it??

The other thing I always thought ghosting might be are when you see trails on your mouse pointer. That's what it was described to me once. But that's not ghosting, is it? I see that more on CRT than on LCD!
 
Heinrich,

Trailing is a different issue and can be fixed by following these instructions:
* Open the OSD and go to Color Settings
* Choose the following -
Color Format: PC RGB
Color Settings Mode: PC Mode
Color Adjustment: PC Custom Color
Red: 86
Green: 85
Blue: 84
* Test it. You might try tweaking the RGB yourself to get the best match for your monitor
 
ChrisM, thanks for your help here, and for the excellent open communication. I got a return authorization for my LCD today, and I'll be sending it back for a refund tomorrow.

I really hope Dell gets this issue worked out, as they're usually known for very high quality LCDs. I may pick up a newer revision at some point once the bugs are worked out, because other than the ghosting this thing is amazing.

For those of you still trying to test to see if you're having the same issue, this wallpaper was posted on the Dell forum and it shows up very noticeably near the bottom of the screen. However, I noticed that it's only obvious after the LCD had been on for an hour or two, so it really seems like it's a heat issue or something. Drag a text document icon side to side in the bottom third of the screen at a medium speed, and you should see a clear black trail. Even my girlfriend, who's far from tech savvy, noticed it as she walked by and asked what was wrong with my new LCD.
 
I've not had a single issue with my 2405 after watching all kinds of movies and gaming on a 8800gtx.
I wonder how they made a worse revision 😕
 
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