Samsung forum: Internal Crack on my TV panel

Samsung told me "it's a close call," but they rejected my claim because they can't be certain that I didn't break the TV myself. Ridiculous -- how could I break the inside of my TV without damaging the outside. I'm appealing that decision internally and will file a lawsuit if necessary. Let me know if anyone out there has any tips.

Transaction #300522722

go to

http://groups.yahoo.com/group/against_samsung/join

Something needs to be done about this (my post is something like #41 or 42 in here)

after 2.5 months Samsung FINALLY replaced the TV. It was delivered yesterday. This will be the last Samsung I buy, but at least now we can watch the HD TV that we've been paying for throughout this experience. The only way to get Samsung to move is through the BBB. They have 14 days from the time of complaint to respond....
STICK with it !!! keep the calling, no matter how many times they seem to loose the pictures (three times in my case) keep sending them, keep calling.

Do you have a picture of a cracked screen that ended up getting replaced? I want to see what my screen looks like compared with the ones that ended up being fixed.

Thanks!

Hi! I have a cracked screen, no physical damage, on a Samsung tv. Do you happen to have a picture of what your cracked screen looked like? I want to know how my cracked screen differs from one that got fixed!
I'm at the point where I just heard back from Samsung regarding the snail mail letter I sent to The Office of the President, and they say they're still not going to cover it...

Thanks ever so much!

Beth Cook

Man that really sucks, my wife and I are in the *exact* same situation. We weren't even in the house at the time and out of the blue the tv wouldn't turn on, after which we discovered a spider crack, which continued to grow over the next few hours. So we are on the exact same path as you right now, which also sucks.

Have you tried filing a complaint with the Attorney General of NJ?
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kelymarie,

I just wanted you to know that I've sent another request for assistance on this issue. Unfortunately, in my position I can only request, but I just wanted you to know that I was staying as active as possible on this issue.

I apologize for the inconvenience.

--HDTech

Online Brand Ambassador

- Click here to visit the Samsung forum
- Click here to visit the Samsung store on CNET

I too had this happen to my 50" plasma. My original case number is 4005351723, but have called numerous times so I'm not sure if the case number remains the same or not.

It was last Friday afternoon and all of a sudden a zapping/buzzing sound came over my TV, the screen began to fade to black, and then it was gone. No picture at all and very loud buzzing. A technician that Samsung sent, came out today and after looking over the unit, sure enough, he found the small crack and confirmed a small crack in the upper left hand corner of the panel. He also reiterated that Samsung should ABSOLUTELY fix the issue and there is nothing I did to cause the damage. No physical markings, nothing.

My TV has never been moved from the stand it sits on and like everyone else, Samsung is saying it must have been caused by some sort of impact. Clearly, this is an issue that has happened to a number of people and the fact that their customer service dept. continues to push blame on the owners who were simply watching their TV's is ridiculous.

My warranty expired 6/30 - yes, just a few weeks ago - but a month after I purchased the TV a Samsung tech had to come out to replace the power supply and main PC board on July 21st of last year. One would think my warranty would be at least a year from that date, not to mention the tech that came today said the previous work wasn't even connected correctly. After researching the issue, it sounds as though there is a chance that a power supply failure could cause the capacitor to pop, causing the cracking. Also, internal heating cracks are small connected lines, not spidering ones that would be typical from impactful damage. Again, a point that proves it was nothing I did to cause this issue.

First thing tomorrow I'll start with the BBB and will not stop until I get this TV replaced. No one deserves to spend $1300 on a TV to have it quit one year later and be told, "sorry, not our fault."

Any advice is greatly appreciated.

I had the same thing just happen to my plasma 2 nights ago. We purchased this TV on 8-6-09, it was brought home on 8-12-09 since it was out of stock and had to be shipped to Best Buy for us. I picked it up, brought it home, and have been using it for around 2 weeks now. The other night we were watching the TV and then were heard a pop sound, the screen went black, the sound lasted for maybe 5 seconds before turning into a loud buzzing sound. I turned the TV off and noticed a small crack in the upper left corner (front view) of the TV. You can see the center of the crack, like a rock chip on a window, and then there is the hairline cracks that travel towards the center of the screen and towards the edge. This crack is on the inner screen, not the outside, there is no damage to the TV, it's not hung on a wall, or anything..just sitting there. I called Best Buy who sent a Geek Squad tech out to tell me that it was my fault, and that I must have damaged it in transport. I called Best Buy and spoke with their manager, nothing he can do for me, told me to call customer relations. I spoke with them and they told me to call Samsung. I called Samsung and they are sending their technician out next Tuesday to likely tell me the same thing, that I must have broke my TV during transport weeks after I brought it home w/o a scratch on it. I guess I will see what they do actually say when they get here, but it sounds like I am in for a big mess with Samsung over this. My tv is a PN50B550T2F model number. We'll see.

I created a post called samsung warranty problems before I found this one.

I purchased a 50" plasma tv made by samsung about 4 months ago (April). The unit has a 1 year warranty. After just this small time period, the tv blew up while I was watching some movies. There was a loud pop, the picture faded from right to left and the sound became nothing but static noise. The screen cracked horizontally right above the control buttons when this happened but it is on the inside part of the glass not the outside that you can physically touch. I found a man on the internet that had the same problem and more than 20 others online that have reported the same problem. Samsung is refusing to repair the unit, stating that the panel has "physical damage". Of course it does, the unit self destructed and blew up! The tv was never moved from its original location at delivery and does not have a scratch on it. The outer glass of the screen is blemish free. I have tried to resolve this nicely, always waiting for the call-backs that never happen, but my patience is running very thin. If this can not get resolved I can see this going to court. I'm not going to watch my money go down the drain.

This is obviously not a new problem given the number of people I have found experiencing the same problem. I have a PN50A450P1DXZA. I have talked to the Exec Customer relations (many times) who say it's "out of their hands" that if there is physical damage to the screen the warranty is void. When I ask how tech support can make an assessment without even seeing the TV, ECR says "I'm not a technican so I can't tell you." Key words are "Physical Damage". When that is written down they all stop listening. It doesn't matter why or what caused it. I can't get a phone number for tech support to ask them and ECR won't pass me on to a supervisor.

Based on my reviews online so far today, I'm guessing there are blown capacitors on the power supply an issue Samsung has apparently known about for years.

My service ticket number is 4005422253.

RonSorensen,

When they're sent to ECR, I don't have the ability to follow up. Have you called in to see what their response was? I can send up, but I don't have the ability to follow up after that. I've send it up twice, correct?

--HDTech

Online Brand Ambassador

- Click here to visit the Samsung forum
- Click here to visit the Samsung store on CNET

samsung plasma tv broken and need resolution
by chevellgod65 - 6/25/10 2:57 PM
I purchased a 58 plasma samsung tv in jan 29, 2010. Four months later it sits with a broken screen not caused by physical damage. Had a technician come out and look and he agreed, but the because the motherboard showed no external signs of burning he could not fix it under warranty. He was aware of this problem and said that samsung would have to give authority to fix it. I have contacted the company I bought the tv from and they are looking into the problem as well. I have a work order number 4006758373. I just want this tv fixed. I have spoken to a lawyer and was informed that there is currently a class action lawsuit that has been filed with samsung on this problem. I amm very interested in more info on this but really dont want to go this route. I would like my tv fixed. Also, I am planning on contacting the better business bureau on this problem too. If anyone can give me any advice or ideas please let me know. I am very frustrated with this situation

You have read this thread, correct? How many times have people said you have to write the BBB, the Attorney General NJ, Dept Of Consumer Affairs, and the Federal Trade Commission? Just spend a few days and write them. Reference the class action suit that is also explained here.

Do you happen to have a picture of your original cracked screen? I want to know what my screen looks like compared with others that finally end up getting replaced!

Thanks so much!

Hi! I have a cracked screen, no physical damage, on a Samsung tv. Do you happen to have a picture of what your cracked screen looked like? I want to know how my cracked screen differs from one that got fixed!
I'm at the point where I just heard back from Samsung regarding the snail mail letter I sent to The Office of the President, and they say they're still not going to cover it...

Thanks ever so much!

Beth Cook
beth_cook99@yahoo.com