Bright spot on the laptop display, laptop doesn't sit flat and touchpad rattling

[TheMash]

Hi all, hope you're doing well during these times!

The Vyper has served me well so far, I've been working from home since March, and I purchased the Vyper at the end of August.
Using it for heavy image retouch, video editing, playing AAA games.

Unfortunately I'm writing a post here on the community due to a couple of issues which occurred to my Vyper III 15.6.
One is recent, others are there since I took out the laptop from the box the first day I got it.

Bright spot
I've noticed this fault just recently as I focused my sight on that part of the display and I've noticed something wrong.

The laptop has been always on the desk, treated very gently and carefully, never put any force on the display lid and the lid was ALWAYS opened with two hands, as stated on the PCS instructions that came with the product.

This doesn't look as dead pixel to me, as the colours are correctly reproduced.
I had this issue on a previous laptop made by HP, when I had to sent to HP for a RMA and they replaced the LCD screen. The spare display after few weeks shown this issue as well. And it was fixed by HP. I've sold my HP laptop after few weeks as I use it for content creation and I need fault free display.

Laptop doesn't sit flat on any surfaces
This issue has been present since I received the laptop after the purchase, on August.
I tried to live with it but to me looks like a manufacturing issue.
I've tried placing the laptop on any flat surface I had available, and on each of them, the laptop doesn't sit flat, on the same side.
If I pull on the lower left corner of the laptop, the right bottom back part of the laptop rise, as it doesn't touch the surface.
When I got the laptop the bottom cover wasn't seated correctly from the factory as well, as it had a gap in the middle (I think it has been opened by PCS to upgrade the RAM).
I managed to remove the cover and reseat it but the issue it's still here, the laptop doesn't sit flat.
Looks like the bottom cover it's a little bent from the factory.

Touchpad rattling
Even this is a little fault I've managed to live with, although fixing it by myself with a simple spacer.
After trying many type of materials, I've used a London tube ticket cool: ) cut to right size and thickness as the touchpad is loose and causes rattling, giving the impression of a not-so-great touchpad.
Using this trick however made me loose the clicking ability of touchpad but it wasn't a problem as I usually prefer to use tap to click or double click.
Now it's sturdy and doesn't rattle at all.
I fixed this before reseating the bottom panel when I've got the laptop from PCS, right after the purchase.

What's your opinion on this kind of issues? Should I RMA the laptop for the display issue?
I'm a bit concerned about repair times and the quality of the replacement, as I've had a bad experience in the past with the same kind of problem on a HP Spectre laptop.
The display spare replacement HP (or the outsourced company that manage the repairs for them) after few weeks shown a bright spot, the same as the one I have now.

Thank you in advance for any help

Laptop's specs

Chassis & Display	Vyper Series: 15.6" Matte Full HD 144Hz 72% NTSC LED Widescreen (1920x1080)
Processor (CPU)	Intel® Core™ i7 Eight Core Processor 10875H (2.3GHz, 5.1GHz Turbo)
Memory (RAM)	16GB Corsair 2666MHz SODIMM DDR4 (2 x 8GB) Change to: 32GB Corsair 2666MHz SODIMM DDR4 (2 x 16GB)
Graphics Card	NVIDIA® GeForce® RTX 2070 - 8.0GB GDDR6 Video RAM - DirectX® 12.1
1st M.2 SSD Drive	500GB SAMSUNG 970 EVO PLUS M.2, PCIe NVMe (up to 3500MB/R, 3200MB/W)
Memory Card Reader	Integrated Micro-SD Memory Card Reader
AC Adaptor	1 x 230W AC Adaptor
Power Cable	1 x 1 Metre UK Power Cable (Kettle Lead)
Battery	Vyper Series Integrated 62WH Lithium Ion Battery
Thermal Paste	STANDARD THERMAL PASTE FOR SUFFICIENT COOLING
Sound Card	2 Channel High Def. Audio + THX Spatial Audio
Bluetooth & Wireless	GIGABIT LAN & WIRELESS INTEL® Wi-Fi 6 AX201 (2.4 Gbps) + BT 5.0
USB/Thunderbolt Options	1 x THUNDERBOLT 3 PORT + 3 x USB 3.1 PORTS
Keyboard Language	VYPER SERIES RGB BACKLIT UK KEYBOARD
Operating System	NO OPERATING SYSTEM REQUIRED
Operating System Language	United Kingdom - English Language
Windows Recovery Media	NO RECOVERY MEDIA REQUIRED
Office Software	FREE 30 Day Trial of Microsoft 365® (Operating System Required)
Anti-Virus	NO ANTI-VIRUS SOFTWARE
Browser	Microsoft® Edge (Windows 10 Only)
Notebook Mouse	INTEGRATED 2 BUTTON TOUCHPAD MOUSE
Webcam	INTEGRATED 1MP HD WEBCAM
Warranty	3 Year Gold Warranty (2 Year Collect & Return, 2 Year Parts, 3 Year Labour)
Dead Pixel Guarantee	1 Year Dead Pixel Guarantee Inc. Labour & Carriage Costs
Delivery	STANDARD INSURED DELIVERY TO UK MAINLAND (MON-FRI)
Build Time	Standard Build - Approximately 6 to 8 working days
Promotional Item	Get Rainbow Six Siege: Gold Edition with select NVIDIA GeForce RTX GPUs!
Welcome Book	PCSpecialist Welcome Book - United Kingdom & Republic of Ireland

 

[barlew]

How old is this laptop?
All of these faults to me point to the laptop been physically distorted in some way. I.e Bent.
The bright spot on the screen is consistent with pressure being applied to the screen. The fact the laptop doesn't sit flat on the surface is consistent with the chassis being physically bent and the rattling touchpad suggests again some physically pressure has dislodged it.

I would have sent that back the minute I received it (assuming I received it in that condition).

 

[TheMash]

How old is this laptop?
All of these faults to me point to the laptop been physically distorted in some way. I.e Bent.
The bright spot on the screen is consistent with pressure being applied to the screen. The fact the laptop doesn't sit flat on the surface is consistent with the chassis being physically bent and the rattling touchpad suggests again some physically pressure has dislodged it.

I would have sent that back the minute I received it (assuming I received it in that condition).

Hi Barlew, it's 5 months old.
I would have sent it back too but I preferred to keep it with those faults as I needed it for work, due to the fact my previous daily driver, a Surface Book 1st gen, was too slow to cope with the heavy workflow I've been throwing at it.
Since then I didn't stop working, the amount of jobs increased even more so I couldn't afford to be without a computer.
I don't have experience with PCS RMA so I don't know what the outcome would be.
Luckily I took many pictures the day I got the laptop, but I don't know if it would be helpful.

I've been working in IT for many years in the past and I've been very careful when handling computers.
To be honest, I'm a bit OCD when I handle my hardware

 

[barlew]

Hi Barlew, it's 5 months old.
I would have sent it back too but I preferred to keep it with those faults as I needed it for work, due to the fact my previous daily driver, a Surface Book 1st gen, was too slow to cope with the heavy workflow I've been throwing at it.
Since then I didn't stop working, the amount of jobs increased even more so I wasn't able to consider being without a computer.
I don't have experience with PCS RMA so I don't know what the outcome would be.

I've been working in IT for many years in the past and I've been very careful when handling computers.
To be honest, I'm a bit OCD when I handle my hardware

Book an RMA out with all the issues you listed here and be as detailed as possible. The problem you have is that you did not raise these issues when you received it.

However time is on your side as under UK consumer law any fault reported within the first 6 months of ownership is legally assumed to have been present upon delivery and it is on the manufacturer to prove otherwise not the consumer.

The issue you may have is this seems consistent with physical damage not a technical fault so PCS may well (and I wouldn't blame them) state that you have damaged the laptop.

*edit* for further context I have a huge amount of experience with PCS RMA and customer support and they have always been A) exceptionally helpful and B) extremely fair.

I am saying this with some authority as an IT tech professionally certified by the IET.

 

[TheMash]

Book an RMA out with all the issues you listed here and be as detailed as possible. The problem you have is that you did not raise these issues when you received it.

However time is on your side as under UK consumer law any fault reported within the first 6 months of ownership is legally assumed to have been present upon delivery and it is on the manufacturer to prove otherwise not the consumer.

The issue you may have is this seems consistent with physical damage not a technical fault so PCS may well (and I wouldn't blame them) state that you have damaged the laptop.

*edit* for further context I have a huge amount of experience with PCS RMA and customer support and they have always been A) exceptionally helpful and B) extremely fair.

I am saying this with some authority as an IT tech professionally certified by the IET.

Glad to know you're an IT certified professional!
So we share some real work experience here.

Thank you for sharing your experience with PCS customer support.

Just to be clear, I'm not pointing my finger towards PCS, it could be a fault coming directly from the manufacturer (TongFang) or something related to the delivery.
Although I'd exclude the last one as I always check shipment boxes for any damages and take pictures of them right after the delivery.
The box came with no damage at all. Plus the original laptop box was inside another bigger box to further protect it.

I agree with you that raising these issues when I received it would have been better, but at that time I've seen other posts around the web and here on PCS community where other users had rattling touchpads and incorrectly seated bottom panels.
I was very busy at that time and I preferred to keep it like this and reseat the bottom panel by myself instead of shipping back the laptop to just put few screws back.

Unfortunately the display issue occurred just few days ago and not right after the delivery and it could depends on many variables. Hinges not aligned? Hinges friction too strong, causing the display to bend when opening it? Who knows.

I'm just an end user with an issue, although I've been on the other side and I understand that there are many "moving parts" to consider.

I'll definitely contact PCS about the matter. If they think it could be a physical damage caused by the user it's of course understandable.

However, I won't feel very comfortable and happy knowing I've received the laptop in this condition and it would end considering being me responsible for the issue.

 

[barlew]

Glad to know you're an IT certified professional!

I just realised how pretentious I sounded there sorry. I was just trying to get across how highly I rate the customer service.

Honestly raise the RMA ASAP and PCS will look after you. I once sent them a faulty laptop back which was over a year old (and I only had the standard warranty) and they ended up replacing it at no extra charge for a superior model no questions asked.

I did obviously send a very long detailed email with the RMA

 

[TheMash]

I just realised how pretentious I sounded there sorry. I was just trying to get across how highly I rate the customer service.

Honestly raise the RMA ASAP and PCS will look after you. I once sent them a faulty laptop back which was over a year old (and I only had the standard warranty) and they ended up replacing it at no extra charge for a superior model no questions asked.

I did obviously send a very long detailed email with the RMA

No worries Barlew, I was genuinely happy knowing you work in the IT field, as I really miss that work environment.
In my area at that time there wasn't too much occasions to grow up professionally in that field so I had to leave it for another kind of job.

English isn't my native language so I probably didn't choose the right words (and tone) to explain myself. Sorry!

Right now I'm writing the email to PCS, hopefully they can help me with these issue.

If this wouldn't be the case I'll remind to myself next time it's better to contact the reseller immediately to avoid any problems in the future.

Finger crossed!

Thanks again for your patience and help.

 

[Bhuna50]

As much as I agree with @barlew comment regarding the customer service being really good and I also rate them highly, you will have to be a little patient with them at the moment unfortunately. With stock issues, changes in working practices due to the dreaded C, lots of outstanding orders, a few issues with Christmas builds etc, they are a little inundated and therefore not as timely as they would really like to be in answering the phone, responding to initial RMA requests, dealing with emails.

It will get dealt with and it will be dealt with well, but sadly just require a little patience at present. Its such a shame really as I think its marring them slightly and they are going as fast as they can.

 

[ubuysa]

I just realised how pretentious I sounded there sorry. I was just trying to get across how highly I rate the customer service.

Not pretentious at all. I don't know why we're expected to hide our professional qualifications (for which we've worked very hard) under a bushel, for fear of being thought pretentious.....

ubuysa FIPBs

 

[Bhuna50]

LOL. I got more letters after my name than Is in it. Three of them are even CIA so be careful [emoji23][emoji23][emoji23]


Sent from my iPhone using Tapatalk

 

[TheMash]

As much as I agree with @barlew comment regarding the customer service being really good and I also rate them highly, you will have to be a little patient with them at the moment unfortunately. With stock issues, changes in working practices due to the dreaded C, lots of outstanding orders, a few issues with Christmas builds etc, they are a little inundated and therefore not as timely as they would really like to be in answering the phone, responding to initial RMA requests, dealing with emails.

It will get dealt with and it will be dealt with well, but sadly just require a little patience at present. Its such a shame really as I think its marring them slightly and they are going as fast as they can.

Thank you for your feedback about customer service!

Yeah, I'm aware about the difficult situation we are in all of us, so I will be patient.
I wrote an email to PCS about something not related to tech support a week ago and the automated reply told me they have a lot of going on.

I've got my reply after 6 days, and it was fine for me as I understand they are going under a lot of requests and correspondence!

My issue isn't so urgent, I also need the laptop for work reason, so if they will suggest any RMA and I have to send it back I need to be 100% I can afford to be without the laptop.

I've been thinking lately how unpredictable this world is: last year the PC market was falling in terms of sales, and we have a new boom in terms of sales and interest for personal computers, due to working from home!

 

[TheMash]

This morning I've sent a detailed email describing the issues, with some pictures attached.
I didn't request the RMA so far as I prefer to have a feedback from PCS before requesting it.

Hope I'll receive good news in the next days.

I'll keep you updated. Thank you to everyone who spent some time to reply to my post here on the forum, I appreciated it very much.