Damaged LCD on laptops - How Did It Get That Way?

[muthabored]

We seem to have a problem here at work where a lot of users are calling in damaged LCDs on their laptops (Dell Latitude D600, D610), CLAIMING they don't know how they got that way. In some instances, the shell is damaged so I know that something either fell on it while it was closed or open or maybe it was crushed while in a briefcase or some sort of luggage during travel.
I understand that LCDs can overheat (if the laptop design is flawed/has a defect or sometimes it just happens - kinda like a cellphone display where it "internally combusts") but what are the best ways to tell if the LCD took a direct hit (I usually look for a spiderweb like deal either while it's on or off or an impact point) or if it just exploded from inside due to overheating?

Thanks in advance!

 

[kmcferrin]

I have never heard of an LCD exploding from overheating, at least not the display elements (a faulty power supply on an LCD monitor might be different). The odds of that being the cause of a single incident are pretty slim, let alone a large number of systems at the same company. Odds are your users are just irresponsible and are afraid that they'll be hit with an expensive repair bill (the LCD being the single most expensive component in most laptops). Typically when an LCD dies of natural causes (or at least of non-user inflicted causes) the result is either dead pixels or a dead backlight. Also, keep in mind that the spiderweb effect isn't quite as prevalent with TFT displays as it is with LCD displays.

Check for scuffs or other signs of dropping/falling damage. Look for signs that something was dropped on it. You're right about the spiderweb effect on the impact point, as that is a dead giveaway. Make sure that your users have proper cases for their laptops. Nobody should be toting them around in breifcases or briefcases, but should instead use laptop carrying bags. If your users travel, they should always take the laptop as carry-on luggage, as checked baggage usually gets tossed around and abused quite a bit.

 

[felixc]

This is the story that they found in order to get a new laptop.

 

[Freestone]

Trying to give the users the benefit of the doubt, were all affected laptops stored in the same type carrying case? If so, perhaps there is something about the case, the way its packed, or its lack of impact resistance that is the cause.

 

[RussellMcL]

This is common way to get a new laptop. (Worked for me once...)

I suggest (if its feasable) that you get new screens for any that break in the next couple of months so that people will expect them to be fixed instead of replaced, and see if the numbers drop.

Swapping the screens is pretty easy - if you can get the screens (ebay....)

 

[cdogg]

It's hard to imagine an LCD overheating to the point where it would crack the panel. The only thing that tends to go out on its own is the back-light (and/or video cabling). Other than that, all there is involved is the liquid crystal substrate compound. I don't see any elements here that would "explode".

Just my 2¢

~cdogg
"Insanity: doing the same thing over and over again and expecting different results." - Albert Einstein
[tab][navy]For general rules and guidelines to get better answers, click here:[/navy] faq219-2884

 

[BrucesXP]

Have to agree, although they do certainly do break quite colourfully if wacked, dropped, packed too tightly etc imagine if the car company gave you a new car if you managed to crash an old one . . . oops shame just in time for the holidays.

When I administered a sales force laptop fleet all replacements of laptops under 3 years old had to come from the managers budget rather than the central IT one. This policy worked really well while not penalising the genuinely unlucky. (insight - We mortals cannot tell when a salesperson is lying but other sales people and managers sure can

 

[kmcferrin]

(insight - We mortals cannot tell when a salesperson is lying but other sales people and managers sure can

I can...their lips are moving.

 

[KenB]

Have you ever seen an LCD after it was left in the trunk of a car in the dead of winter? Spyder webs. It looks pretty cool and still works but is unreadable. Unless you had that problem start last winter. I doubt thats the reason but if you see a rash of that again in Feb. there's your answer.

Ken

 

[muthabored]

I suspect foul play in most instances.

As BrucesXP indicated, our client requires that the individual departments pay for equipment rather then central IT...the same applies for accidental/deliberate damage - the manufacturer's warranty is voided and all repairs, labor and parts come out of their department's pockets. It sucks cuz we are the vendor and having to argue with our customer's client about what they KNOW THEY DID is no fun at all. I just needed better ideas to take back to them when they try to deny knowing how the laptops got damaged. Thanks to all for the wonderful input!

 

[cdogg]

Yeah, there's no way it would crack on its own while running in a temperature-controlled environment. The only part giving off heat is the back-light display...

~cdogg
"Insanity: doing the same thing over and over again and expecting different results." - Albert Einstein
[tab][navy]For general rules and guidelines to get better answers, click here:[/navy] faq219-2884

 

[Newposter]

The only part giving off heat is the back-light display... " No, the LCD driver chips get quite hot and are typically bonded along the outer edges of the glass. If they short and overheat, I can see them cracking the glass. But this must be rare...

Newposter
"Good judgment comes from experience. Experience comes from bad judgment."

 

[kmcferrin]

Most laptops manufactured recently are TFT and not LCD, hence there's no glass.

 

[cdogg]

Newposter,
Well, that's true if they use a "chip on glass" mount. Most newer LCD's do. However, it's possible in some older LCD that a "chip on flex" or "chip on board" mount is being used, which doesn't make direct contact. But that's a good point though - those chips can heat up a bit.

kmcferrin,
I think you are confusing the screen cover with the TFT. TFT is the structure beneath the screen which contains two layers of glass substrate with liquid crystal filled in-between. Each layer of glass contains a web of transistors, filters, and electrodes.

But you do have a good point the screen itself is not glass...

~cdogg
"Insanity: doing the same thing over and over again and expecting different results." - Albert Einstein
[tab][navy]For general rules and guidelines to get better answers, click here:[/navy] faq219-2884