Commentary from a services supplier (of strobe tuning):
Personally, I’d prefer it if these topics stayed around — with reasonable etiquette management. The DOA rate of Spectrums seems reasonably low(ish) as industry average can be as high as 3% to 5% — it’s a fact of life.
How a company handles DOA can amplify/attenuate it by a small bit, or by a lot. The Streisand Effect, as you know, is very powerful, especially for a small company. The exact average-DOA industry wide for current numbers need to be pulled from accurate sources, and should be strived to get-better-than where possible.
There should already be a reserve budget for quick warranty replacements, and perhaps a good relationship with the insurance company as well as a remanufacturing plan for future sales of refurbs — All manufacturers do this (to produce clearly advertised B-stock / refurb output at a discount, e.g. refurb’d iPhones, refurbed TVs, etc).
Reducing losses from DOA product is done in a remanufacturing plan. This may entail hiring a known trusted refurbing outfit, for parts-swapping between multiple returned DOA spectrums — to reduce the losses of an industry standard DOA percentage rate of all manufacturers of the whole industry. (metrics should be put on a scoreboard at headquarters and make sure it hovers within the industry standard % from normal shipping and manufacturing issues)
Occasionally some DOA monitors go alive simply because users couldn’t find the power buttons — or a loose power connector — while DOA is shipping company fault (broken screens, loose parts, monitor simply won’t turn on).
There are times where frustrated users may output NSFW language, and it falls under other forum rules, but surgical moderating can also be done there as other companies already do with their support forums — those four letter words are often deleted from those big name forums too.
Perhaps some basic refactoring of diplomatic warranty/DOA handling is in order — since reputable warranty infrastructure will be important to build for Spectrum’s as per in line with the rest of industry.
Publicly showing that DOA cases are solved can make a big difference to the reputation of a display manufacturer. Financing the cost of a 5% DOA (parts and shipping) is expensive but the reserve should be built into the MSRP. The more mature monitor manufacturing (including warranty service) becomes, the more sales.
(Go ahead and move this topic away from the “tweakers discussion area” — that’s acceptable forum operator’s etiquette — happy users aren’t interested in the warranty forum — and frustrated users want to focus on solving their problem first. Also on many manufacturer sites, those support forum threads aren’t visible on the cover page (used for promoting interesting threads to happy users), requiring users to explicitly enter the forum topic area to see these specific threads. So a balancing of visibility-vs-publicity considerations.
I imagine the mods have the priveleges to move these threads to the support/warranty forum, if need be — as a less-angering compromise for users who accidentally post threads in the wrong forum, e.g. the one where the happy users want to just buzz about strobe features, VRR, etc
— like me answering strobe questions. Better signal and focus, less noise that is clearly compartmentalized, etc.
