Uniden DFR7 OLED screen burned out after only 4 months. (1 Viewer)

Androiddd

Learning to Drive
General User
Joined
Jul 23, 2019
Messages
5
Reaction score
8
Awards
0
Hi,

My 4 month old Uniden DFR7 screen appears to have burned out, with the left half pretty much all gone, and the right half severely diminished. The writing on the screen appears orange now, instead of the original white. I've turned the brightness all the way up.

I'm in Northern CA, so the temperatures are warmish but not crazy hot, although a parked car gets pretty hot even in 75-80 degree weather. Is this a common problem? I don't want a detector that can't stay in a parked car in the summer. My old Beltronics unit had a regular LED screen, and never had a problem.

Any ideas?
 

mattguy10

Keep it under a hundred
Advanced User
Lifetime Premium Member
Joined
Oct 5, 2017
Messages
1,184
Reaction score
1,583
Awards
0
I haven’t seen this reported on the forum in the almost two years I’ve been here for the DFR7. There have been some reports of burn-in for the Uniden R1/R3, but I haven’t seen anything for the DFR7. Your situation sounds more serious though and more like a screen failure. If it’s only four months old, it will still be under the manufactures warranty, so I would contact Uniden.
 

BestRadarDetectors

Premium RDF Member
Advanced User
Premium Member
PREFERRED MFG/Vendor
Joined
Oct 17, 2011
Messages
12,188
Reaction score
28,970
Awards
0
DFR7's have been discontinued for almost a year. Where did you get a new DFR7 4 months ago? Are you sure it was new and not reconditioned? If it was really new the repair will be done under warranty at no cost.

Sent from my SM-N960U using Tapatalk
 

Androiddd

Learning to Drive
General User
Joined
Jul 23, 2019
Messages
5
Reaction score
8
Awards
0
Yes brand new. I just spoke to Uniden customer service and I'm not happy. Spoke to Caleb and he was very huffy and told me the best they could do was a 2 to 4 week turnaround time on repairing the unit. I explained that I have a lot of road trips planned for this summer and that being without my radar detector is not going to work for me. He kept telling me "I apologize" while explaining to me that even though he's a supervisor he can't change the policy. I really don't like when customer service people are trained to apologize but not do anything to resolve the problem. Do they really think we are so stupid that an empty apology will make us happy?

I suggested a swap for perhaps a refurbished unit, and the best he could offer was that he would send an email to corporate, which I suspect is his way of just getting me off the phone. I'm really unhappy about this level of customer service. Have other people run into this?

I'm thinking it might be time to go with a different brand that has better customer support. Can anyone recommend another unit/brand where if anything goes wrong they'll deal with it quickly?

Grrrrrr! I hate when products create hassles in my life when they are supposed to lower those hassles.
 

user

Lifetime RDF Contributor
Intermediate User
Lifetime Premium Member
Joined
Apr 3, 2019
Messages
328
Reaction score
488
Awards
0
First off, I don’t think that he was brushing you off. Uniden doesn’t give Customer Support a lot of room to make those kind of decisions. I found that anything out of the ordinary had to be referred to “Management” for a decision. Frustrating, but again I don’t think he was brushing you off, I think he has to do what he said. Some times that decision from “Management” came slowly but on occasion it can come back right away. So hopefully your answer comes back right away. In my instance I was able to talk with Caleb (I thought it was Eric, but I suck at remembering names). He was very helpful. We did work something out that worked for me but even then Uniden would not cross ship, even when I offered to give a credit card number to guarantee my return. So the process took a while. Probably does with all of the companies but it was frustrating at the time.
 

RayC

Learning to Fly
Beginner User
Joined
Nov 27, 2016
Messages
126
Reaction score
146
Awards
0
Yes brand new. I just spoke to Uniden customer service and I'm not happy. Spoke to Caleb and he was very huffy and told me the best they could do was a 2 to 4 week turnaround time on repairing the unit. I explained that I have a lot of road trips planned for this summer and that being without my radar detector is not going to work for me. He kept telling me "I apologize" while explaining to me that even though he's a supervisor he can't change the policy. I really don't like when customer service people are trained to apologize but not do anything to resolve the problem. Do they really think we are so stupid that an empty apology will make us happy?

I suggested a swap for perhaps a refurbished unit, and the best he could offer was that he would send an email to corporate, which I suspect is his way of just getting me off the phone. I'm really unhappy about this level of customer service. Have other people run into this?

I'm thinking it might be time to go with a different brand that has better customer support. Can anyone recommend another unit/brand where if anything goes wrong they'll deal with it quickly?

Grrrrrr! I hate when products create hassles in my life when they are supposed to lower those hassles.
I had sent a unit in to Uniden a year or so back (R3). I never called them, just filled out the online form, boxed it with my purchase receipt and a reconditioned unit was on my porch 7 or 8 days later from the time I mailed it in (different serial number so I know they swapped it, unit looked like new). My guess is the only reason it would take longer is if they don't have a reconditioned unit to swap it with and perhaps the 2 to 4 weeks is their "standard" response to turnaround inquiries. Otherwise from mine and others experience the turnaround time could not have been much faster unless i stepped up to overnight mail. I had to pay for shipping it and they covered the return shipping. Really could not have been easier. My guess is their actual turnaround time was 24 to 48 hours plus time in the mail. Good luck.
 

Deadhead1971

Instant-On Survivor
Advanced User
Premium Member
Joined
Dec 7, 2014
Messages
2,918
Reaction score
4,441
Awards
0
Location
Central NC
@Androiddd when I first read you weren’t happy, I was expecting you to report in the next sentence Uniden was not going to do anything......So.....they are going to do something. That’s good but Sorry about this.

Many of us have backups in case something like this happens. Maybe as you build up your collection, you’ll have a spare on hand
 

LinuxD

Prepare for warp speed.
Advanced User
Premium Member
Joined
Sep 5, 2015
Messages
927
Reaction score
1,393
Awards
0
Location
North Carolina
This is the reason i had a cpl junked DFR7's /LRD950's for ages that i gathered. When i moved about 3 weeks ago i pitched them, I kept them and fixed a cpl other detectors over time for other people, now if mine fails I will just buy a different detector, I have gotten my money's worth out of my DFR7
 

Jon at Radenso

Premium RDF Member
Advanced User
Premium Member
PREFERRED MFG/Vendor
Joined
Oct 8, 2012
Messages
1,129
Reaction score
7,136
Awards
0
I really don't like when customer service people are trained to apologize but not do anything to resolve the problem. Do they really think we are so stupid that an empty apology will make us happy?
Oftentimes this is not the customer service agent's fault; this is usually seen when the agent does not actually work for the company but is rather contracted out to a third party customer service firm. So often they have zero power to do anything even if they very badly want to help take care of you. It's a difficult job and those that can do it really well are rare.
 

Deacon

TXCTG
Advanced User
Premium Member
Joined
Nov 13, 2016
Messages
9,677
Reaction score
12,098
Awards
0
Location
Hill Country, TX
Cross-shipping is a great option that any customer service rep SHOULD have the authority to enact. They can (and should) simply collect your credit card info and put an authorization hold on it and just charge you if you don’t return your unit in time. But that assumes they have extra units on hand, new or refurb, which may or may not actually be the case. They may literally need to actually repair your unit (replace the screen, if it’s that simple, or it may be a PCB component not so easily replaced).

In this case it’s just a bummer that the unit developed an issue. I’ve dealt with Uniden support before, and they do generally need to get authorization from an escalation process for higher ranking people to approve anything other than the typical sending it in for a repair. They have indeed ended up coming through for me so far. If you give it a couple days they’ll probably approve whatever you’re looking for, if they actually can. They’re not just blowing you off.
 

UnidenSupport

Learning to Fly
Beginner User
Manufacturer/Vendor
Joined
Oct 16, 2018
Messages
339
Reaction score
1,543
Awards
0
Cross-shipping is a great option that any customer service rep SHOULD have the authority to enact. They can (and should) simply collect your credit card info and put an authorization hold on it and just charge you if you don’t return your unit in time. But that assumes they have extra units on hand, new or refurb, which may or may not actually be the case. They may literally need to actually repair your unit (replace the screen, if it’s that simple, or it may be a PCB component not so easily replaced).

In this case it’s just a bummer that the unit developed an issue. I’ve dealt with Uniden support before, and they do generally need to get authorization from an escalation process for higher ranking people to approve anything other than the typical sending it in for a repair. They have indeed ended up coming through for me so far. If you give it a couple days they’ll probably approve whatever you’re looking for, if they actually can. They’re not just blowing you off.
Hey guys,
Charles here as I work with Jenna on things. I wanted to handle this one myself.
We completely understand people's frustration with the process sometimes. As many have pointed out, there are processes we need to follow, and many things require authorization. When it comes to Cross-shipping, getting a card number for this is not something we can do legally due to PCI compliance. Without a system in place to hold a credit card number, it is illegal for us to hold that information and these laws are for customer safety and confidence.

The 2-4 week turnaround is our standard. We have many people sending in products from all of our product lines, and we don't have a huge number of repair technicians. The fair way to handle repairs is to repair them in the order they are received. Items wait in a queue based on when they received and usually repaired fairly quickly (as in the same day they are looked at).

Our department has pretty set guidelines on how things are handled and they are meant for the general cases, this increases department efficiency, but understandably can lead to situations where the policies are not best serving the customer. It is a large part of our job to appeal to the management team and find solutions that work better for our customer when the situation demands it.

In @Androiddd s case, we have a solution that is pretty close to what he requested and have contacted him about it. We have not yet heard a response, but believe he will be happy.

As with any job, there are rules and regulations you must follow and changing the system is a difficult thing to do, but I feel Uniden is very forgiving with their policies and accommodating when things do not work out in the customer's favor.
 

Deacon

TXCTG
Advanced User
Premium Member
Joined
Nov 13, 2016
Messages
9,677
Reaction score
12,098
Awards
0
Location
Hill Country, TX
When it comes to Cross-shipping, getting a card number for this is not something we can do legally due to PCI compliance. Without a system in place to hold a credit card number, it is illegal for us to hold that information and these laws are for customer safety and confidence.
That’s not quite true. There are multiple levels of PCI compliance based on volume of transactions, and PCI is an industry standard/certification, not a legal thing at all. Uniden has the means to process credit cards and even asks for credit card information on the printed repair forms, which is much less secure than providing directly over the phone into an electronic processing system.

This may be the line you’re told to give to pacify those who don’t know any better, but the reality is it doesn’t hold up to any scrutiny and is a poor excuse. That’s nothing against you or Jenna personally, but it’s either not the real reason or it’s enacted by someone who has no idea what they’re talking about.
 
Last edited:

Jon at Radenso

Premium RDF Member
Advanced User
Premium Member
PREFERRED MFG/Vendor
Joined
Oct 8, 2012
Messages
1,129
Reaction score
7,136
Awards
0
That’s not quite true. There are multiple levels of PCI compliance based on volume of transactions, and PCI is an industry standard/certification, not a legal thing at all. Uniden has the means to process credit cards and even asks for credit card information on the printed repair forms, which is much less secure than providing directly over the phone into an electronic processing system.
Yes, Uniden has those processes in place or is willing to risk liability from not doing so. That does not mean their various contractors do. The cost of complying with PCI is surprisingly high, so if you are a specialty contractor that does not often process payments, why bother?
 
Last edited:

Deacon

TXCTG
Advanced User
Premium Member
Joined
Nov 13, 2016
Messages
9,677
Reaction score
12,098
Awards
0
Location
Hill Country, TX
Yes, Uniden has those processes in place or is willing to risk liability from not doing so. That does not mean their various contractors do. The cost of complying with PCI is surprisingly high, so if you are a specialty contractor that does not often process payments, why bother?
Let’s just assume the people who receive and open the packages sent to Uniden for repair are not Uniden but some sort of specialty contractor. Those same people are the ones receiving and handling the credit card information printed on the repair form. They’re already responsible for handling such information. You don’t arrange payment with Uniden first and then separately send the item in to a specialty contractor for repair. And even if you did, which you don’t, Uniden itself is still fully capable of receiving and handling your credit card information for orders, which also necessarily applies to cross-shipping.

There’s no gotcha, here. It’s just a poor policy.
 

hammer73

Learning to Drive
General User
Joined
Jul 25, 2018
Messages
9
Reaction score
10
Awards
0
My experience with Uniden support has been quite positive. I have several of their products and while the mentioned 4 weeks might be the line, my experience is that turn arounds are much faster. Stuff breaks. Call it in and it will be fixed.
 

UnidenSupport

Learning to Fly
Beginner User
Manufacturer/Vendor
Joined
Oct 16, 2018
Messages
339
Reaction score
1,543
Awards
0
I understand where the frustration is coming from. Regardless of whether its legality or our companies policy of PCI compliance, we cannot take cards for unauthorized purposes. Yes, it is unfortunate but just following procedures.
 

Deacon

TXCTG
Advanced User
Premium Member
Joined
Nov 13, 2016
Messages
9,677
Reaction score
12,098
Awards
0
Location
Hill Country, TX
we cannot take cards for unauthorized purposes.
To be clear, it’s Uniden not the customer that’s refusing authorization. The customer strongly desires authorization. The only thing “unauthorized” about it is Uniden’s own policy.

I understand, though. Plenty of policies are put in place by people who don’t know what they’re doing, and challenging them on it internally too often leads to simply digging in their heels instead of doing what’s best for the company and the customer. It’s so rare that what’s best for the customer is also best for the company, a win-win for all involved, so it’s especially frustrating when some pointy-haired poster child for the Peter Principle manages to mess it up with a bad policy.
 

Androiddd

Learning to Drive
General User
Joined
Jul 23, 2019
Messages
5
Reaction score
8
Awards
0
Thought I'd update the forum on the resolution. After some escalation to management I was able to get a different outcome. I shipped my broken unit back and once I emailed the tracking number they sent me out a new reconditioned unit. It took less than a week. Thank you Uniden, and thanks for all the support on this forum.
 

Users Who Are Viewing This Thread (Users: 0, Guests: 0)

Unregistered User Ad


ATTENTION: Want ads to disappear? Register for an account by clicking here - it's free and NO ADS ARE DISPLAYED TO REGISTERED MEMBERS! Thanks!

Donation drives

RDF Server & License Fees (AUGUST 2019) (ACTIVE)

This donation drive covers the server and licensing fees for RDF for the month of August 2019...
Goal
$541.00
Earned
$180.00
This donation drive ends in

Latest threads

Latest posts

Social Group Activity

Forum statistics

Threads
76,516
Messages
1,166,136
Members
19,649
Latest member
zacf16
Top