Cintiq Pro 16 - design defect?

Discussion in 'Other Brands' started by RocketBoots, Aug 6, 2018.

  1. RocketBoots

    RocketBoots Pen Pal - Newbie

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    Hi there,

    I had my Cintiq Pro 16 replaced under warranty after a year of ownership few months ago. Now it is exhibiting exactly the same fault - a growing patch of dead / stuck pixels underneath where I rest my hand when drawing.

    I've used Cintiqs since 2008 with the 12WX, up to the 22HD and 24HD. All were robust workhorses that I used 7 - 8 hours a day, 5 days a week, for several years each. Naturally I've been using the Cintiq Pro 16 in the same way. How I work hasn't changed, and I know I'm not putting any unreasonable pressure on the device.

    My hunch is that in their effort to reduce parallax and make the device slimmer, Wacom have compromised on the durability of the display. I'm curious of anyone else has the same problem? It's easy to check - just set the desktop to a black background and take a look.

    Perhaps I've just been very unlucky and another RMA will fix it.
     
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  2. TheSaritorian

    TheSaritorian Pen Pal - Newbie

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    Hi RocketBoots!

    I know that this is over a year after you posted this, and maybe you won't see it, but I recently found this and you are so far the only other person that I've seen that's experienced this issue! This is EXACTLY what I'm dealing with. I'm on my 2nd cintiq pro 16 that has developed a large patch of stuck pixels in 6-8 months of heavy use (6-8 hours a day). The first one was bought in January 2018, Wacom kindly replaced it free of charge near the end of 2018; but I'm now out of warranty and this second unit I have is now exhibiting the same problem. Both tablets were perfect upon getting them. I've attached a picture of my current tablet below. Is this like what you experienced?

    I recently posted about this on Reddit in more detail. Some people on there seem to think this is my fault for resting my hand on the tablet and putting too much pressure on the screen. I suppose this is a possibility, but I can't imagine I'm that heavy handed in comparison to every other user in the world. And also if that is the case I'm a bit mad at wacom for making a model that is seemingly so easy to damage while using it in the intended manner. Unlike you, this is the first Cintiq I've ever owned, so I have no reference point for if this would have happened to me with older models.

    Wacom has offered to repair this 2nd tablet for free, but not replace it like before. Have you had any luck in the year since you've posted this? Any insights or help would be greatly appreciated! Even if I get the repair I'm concerned that it will just happen again in another 6 months or so.
    [​IMG]
     
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  3. sakusaku

    sakusaku Pen Pal - Newbie

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    Hello, I have the same problem and it is my second Cintiq Pro 16 to which these stuck pixels appear.
    Maybe we should see what similarities we have in the use of this device.
    I use a glove for tablet drawing. Do you also use them?
    Thanks.

    [​IMG]
     
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  4. TheSaritorian

    TheSaritorian Pen Pal - Newbie

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    I do use a glove, yeah. Also an update, I have gotten my 3rd Cintiq pro 16 now. So far it seems fine, no pixel issues as of yet. Wacom repaired/replaced my previous units for free. They also informed me that this is a known manufacturing issue and therefore there is no fault of the users. Apparently it's something that they are working to repair.
     
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  5. sakusaku

    sakusaku Pen Pal - Newbie

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    I am glad to know that the problem was repaired. My first Cintiq Pro 16 presented the problem at 4 months of use, and the second one that was replaced took me 10 months to begin the problem.
    Recently I discovered that if you press the screen with the Nib a little, the dead pixels disappear and others appear.
    I am still waiting for a response from Wacom to know if they will replace the equipment. If they ask me to repair it I will decline and buy from another brand, I cannot be without work for 2 months.
     
  6. Marty

    Marty Pen Pro - Senior Member Senior Member

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    Hey guys, thanks for starting this thread. I've been looking into this in another post, where I think I even linked @TheSaritorian's exact photo of the problem! (along with a few others)

    Basically, what I think is happening is heat from the underside of the chassis, combined with pressure from the palm against a weak glass layer, is gradually deforming the liquid crystals causing discoloration and/or sparkling.

    Maybe everyone could document their screen issue and support experiences with Wacom here, so we can raise awareness on the issue. I really think such a design defect needs to be formally addressed with a replacement program, similar to Apple with the butterfly keyboards.
     
  7. RazorblisS

    RazorblisS Pen Pal - Newbie

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    I ordered an Amazon Warehouse deal, and it had the same screen defect, considering I got it for 1/3 of the price (650 euro) I decided to send it to wacom to repair it, as Amazon wants me to return it instead. Will update once I got an update from Wacom.
    I feel like it's Wacom's job to fix it, as it's a manufacturing defect, as if I send it back to Amazon, another customer will receive it instead, or it will end up in a trash pile to be recycled somewhere.
     
  8. WuffWuff

    WuffWuff Pen Pal - Newbie

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    This seems to be a heat related cause as pixels tend to melt and deform under prolonged increased temperature. Normally the pixels fully restore after cooling down but since the lcd panel can have heat from whatever components underneath plus heating it with your palm from the top can over time be permanent damage.
     
  9. sakusaku

    sakusaku Pen Pal - Newbie

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    Upgrade
    In December 2019 I received my second replacement for the stuck pixels problem. This month (August 2020) those pixels have begun to appear once again in a third Cintiq Pro 16. Now I am out of the 2 years warranty so most likely Wacom will not help me with repair or replacement. Please don't buy these devices, they are rubbish.
     
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  10. dream3

    dream3 Scribbler - Standard Member

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    this is insane, how can that be? i know its not your fault but you have to be doing something other people arent. screw wacom for doing a ****ty product but i wonder if theres something to do to avoid that issue. How do you set it up in your table?
     
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