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Damaged product
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Damaged product

by Katie_ESI on Tue Jun 15, 2021 3:46 pm

Hello,

We recently ordered 150pcs of the PT#1591 4.3" 40-pin TFT Display - 480x272 with Touchscreen and unfortunately the box they came in did not have any packing materials protecting the displays. The displays came wrapped in individual bubble packs but nothing between the displays and the edges of the box. We have gone through all the displays now and have 13 that came damaged that we would like to exchange for new displays if possible? All 13 are exhibiting the same behavior. Please see the attached photos of the arrival packaging and damaged display.

Order Confirmation No: 2538918-9386089045

Please let me know how best to start the process of returning/exchanging the displays, thank you!
Attachments
Adafruit Displays.pdf
Arrival packaging
(100.65 KiB) Downloaded 8 times
Adafruit Displays- 1.pdf
Faulty Display
(540.84 KiB) Downloaded 6 times

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Re: Damaged product

by adafruit_support_carter on Tue Jun 15, 2021 4:24 pm

Thanks for attaching the photos and sorry this happened. Just to rule out the custom hardware driving the display - if you swap out with a known good display, it works as expected?

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Re: Damaged product

by Katie_ESI on Tue Jun 15, 2021 4:38 pm

Thank you for your reply! That is correct, exchanging the faulty display with a known working display on the same piece of hardware fixes the issue. Thanks again!

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Re: Damaged product

by adafruit_support_carter on Tue Jun 15, 2021 5:41 pm

OK, thanks for clarifying. And for this comment:
All 13 are exhibiting the same behavior.

They all show the same exact behavior as your one photo? The exact same region of the display is glitchy, etc.? Or they all have display artifacts, but to differing degrees?

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Re: Damaged product

by Katie_ESI on Mon Jun 21, 2021 6:50 pm

The displays are showing damage in the same region, upper half of screen. Some seem to have a bit of a loose bezel, I tried to take a photo but the gap is too small to pick up on camera.

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Re: Damaged product

by adafruit2 on Tue Jun 22, 2021 12:31 pm

its a little odd that they'd all have the same sort of signal output - however, lets try an RMA
please email support@adafruit to get a label to return the bad displays with "RMA FORPHIL"
right now we don't have replacements - theres a global TFT shortage so we can only refund the 13 pcs.

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Please be positive and constructive with your questions and comments.