Samsung forum: Internal Crack on my TV panel

I also have 3 other plasmas in the house and none of them are even close to the temperature of this unit. The hitachi is more than 5 yrs old.

Panasonic VT30
Panasonic P50X3 720p
Hitachi - 42PD9800TA

can you send a picture of the crack to me? I'm trying to see if mine is similar. thanks

check your mail.

<div>Original Date</div><div>Thu, Aug 25, 2011 at 3:20 PM</div><div> </div><div>subject</div><div>ticket #'s 4112032176/4112099533/ and most current: Executive Customers Relation department
(ECR) with the ticket number 3101046862, and the issue is under negotiation.</div><div>You will get a call from our ECR department withing 24-48 hours for further assistance.</div><div> </div><div> </div><div>I purchased a new PN64D8000 S/N Z33RCJB501995T Version I101 and the screen cracked while picking TV up onto its own base I send photo's in and Samsung determined it was negligence or that I somehow cracked the screen by dropping it or hitting it. I currently am in the process of replacing all my household appliance with Samsung equipment and am going to reconsider this move as I am not only insulted but am also feeling hurt that I never got to watch a single show on this TV. It was brought in by the TV company we plugged it in then I entered the info through the wireless connection. The next day I had some help so we installed the stand per instructions while TV was still in packaging. The sound works no picture and my 3d glasses and surround sound just arrived to a non working unit. My ticket number which is rejected is 4112032176 my phone calls to Samsung resulted in nothing as far as help or recommending recourse. I even asked if a local repair man can determine if the cause was from the TV's own weight or my negligence but I was flately told that I can not even ask the person making the assessment to why this is the case. So I have a brand new broke TV I spent around $3000.00 for and am looking for someone to at least explain to me why this is my fault as I did everything according to the instruction manuel.</div><div> </div><div>I recieved the same negative response but put in a much nicer manner where the ECR rep sympathised with me telling me there was nothing they can do and that my case was limmited to myelf after spending much time contacting and attorney and my own television repair man I was directed to a board where I found several hundred complaints all with similar issues as myself. After day's of research and an overwhelming feeling of being a victim taken advantage of by a large corperation one up until now that I supported happily for 5 years. Thankfully I found http://forums.cnet.com/7723-13973_102-340997-4.html?tag=contentMain;posts on these boards I found hundreds of other complaints from people who also felt taken advantage of and most importantly I found a post which showed me that the State of New Jersey has already intervened to provide relief for many of those that Samsung had simply tried to brush under the table. Luckily and thankfully, I was directed to the New Jersey Attorney General's office where I found much information on what types of recourse I have. I must say I am somewhat disgusted that I was put through Hell by your so called customer service divisions. The fact that I recently purchased all top of the line Samsung appliances in my kitchen is seriously making me consider cancelling my order, I have spent over $10,000.00 USD over the last 3 years purchasing all Samsung electronics and appliance but this one bad experience will change my feeling towards your brand and your level of service forever. Just so you see I am sincere I am including the links to the New Jersey Attorney General's office as well as my intentions to follow through with the Federal Trade Commision along with the Pennsylvania Attorney General I am also considering filing a small claims complaint with my local Distric Justice. In a nut shell I will exhaust all avenues available to me under the law's of the states of New Jersey, Pennsylvania and the United States Federal Government. The simple consumer does have voice which should be heard not berrated and laughed at, as I will swear these facts in any court of law that the TV cracked as I was installing the base per the instructions located in the User Guide and the fact that your people told me I am going to be stuck with a $3000.00 paper weight is unnaceptable to me. Hopefully next time someone purchases a brand new TV that breaks under it's own weight you don't have your Team sight that is unaivalble to question by the consumer simply sight IMPACT marks and not even afford me the curtosey of a technician to hear and see my claim at the site of the problem. I have had this TV for three weeks now and haven't got to watch one movie or show the TV is still in it's original plastic wrapings which were never removed. </div><div> </div><div>I am going to expect someone to provide me with some information other then it's your fault and we are sorry and feel badly for you. This answer of Feeling badly for me and not being able to help me is not going to work anymore. I would like an immediate resolution to my problem or I will simply put it in the hands of the courts.</div><div> </div><div>Thanks for your time.</div><div> </div><div>Regards,</div><div> </div><div>Constantine (Dean J) Costopoulos</div><div> </div><div> </div><div> </div><div>I can personally state, the Office of the N. J. Attorney General, through its Division of Consumer Affairs, were instrumental in the resolution of a warranty dispute I had with Samsung.

If you check the following links, you will see Samsung entered into a legal agreement with the N.J. Attorney General's office, following an investigation into Samsung's possible violations of the New Jersey Consumer Protection Act and " the companys business practices related to repairing home appliances under warranty or service contracts".

Office of the Attorney General News Release:
<a href="http://www.nj.gov/oag/newsreleases09/pr20090804c.html" rel="nofollow" target="_blank">http://www.nj.gov/oag/<wbr>newsreleases09/pr20090804c.<wbr>html</a>

The Actual Agreement: (PDF)
<a href="http://www.nj.gov/oag/newsreleases09/20090804-Samsung-America-Inc.pdf" rel="nofollow" target="_blank">http://www.nj.gov/oag/<wbr>newsreleases09/20090804-<wbr>Samsung-America-Inc.pdf</a>

If the posts in this and other threads are true, then Samsung would be in violation of the AVC Agreement they signed last August, in which case, the alleged violation should be brought to the New Jersey Attorney General's attention. The easiest and fastest way to do that is to complete and file the online complaint file here:

Online Complaint Form:
<a href="http://www.nj.gov/oag/ca/ocp/ocpform2.htm" rel="nofollow" target="_blank">http://www.nj.gov/oag/ca/ocp/<wbr>ocpform2.htm</a>

or if you prefer, download, complete and mail an Official Complaint Form, here:

Official Complaint Form: (PDF)
<a href="http://www.nj.gov/oag/ca/complaint/ocp.pdf" rel="nofollow" target="_blank">http://www.nj.gov/oag/ca/<wbr>complaint/ocp.pdf</a>


One should not hesitate to use these Governmental agencies where necessary, as they were specifically established to assist and protect you, the consumer, from unethical and/or illegal business practices.

Best of luck to all. </div><div> </div><div>
</div>

dinosworld55: did you try to return it to the retailer? They usually have a 30 day return policy. Other people have also had luck with there homeowners insurance as well. Good luck to you!

I was supposed to have my Samsung Plasma repaired today by Schneider
Television. They arrived on time and they were very courteous. They
removed the cracked panel from my existing television. They set it to
the side and they went to their van to get the new (in box) panel that
was shipped to them by Samsung. Upon opening the box they saw that the
panel was cracked already and to a greater degree than the panel they
were replacing. They apologized and said they would call Samsung to see
what they needed to do from this point. They put my television back
together and put it back against the wall where it previously was. They
said they would contact me as soon as they had information. They were
at my house for approximately 30 minutes.

I just noticed that the plasma has some new cracks on it after they reassembled the television.

The process to fix these panels is flawed. They have to set the television on its face to remove the screws. I thought the cardinal rule was to never lay a plasma down due the weight of the glass? They were very gentle but I don't think they stood a chance once it was laid down. They have to apply pressure to remove and reattach the screws. As sensitive and as brittle as these panels are it seems that it is very likely that the glass is going to crack.

Wow is first all I can say with the number of issues relating to this topic. I just recently came across this thread becasue of surprise surpise a cracked Samsung Plasma 58" PN58C500G2F. Mine was purchased in January from Best Buy. Irony is Geek squad has already had to repair this TV once, All the internal boards got swapped in July. Black screen with sound. They did the same thing to my TV then and laid it on its face to swap the internal boards. Now over labor day weekend we went to turn on the TV, We heard sound but no picture, same issue as before but now I noticed two cracks in the screen near the top center. Called Geek Squad Immediately and was told over the phone....Its physical damage despite me telling them this wasnt possible. Geek Squad Tech was out today and was told immediately by him we are trained in this and this is what they show us as evidence of physical damage. Protocal is to file with Samsung, which he did and sent them pictures...Now I am left waiting for them to decide. Based on what I'm reading I will not be surprised to hear them say the same thing they are telling everyone. Hmm let me see a company has an out to not repair...what do you think they will do? The right thing if they were an ethical company and want to retain their customers but we will see,,,Samsung will lose me as a customer along with Best Buy for not giving me the support in this issue, I have crossed my fingers for positive outcome, hopefully the numbers are building within Samsung to repair the unit without question.

You got me curious enough about it to do some research online, and the consensus I've seen on websites like "AV Forums" is that it's not "bad" to lay a plasma (or LCD) TV on its face. The cautions about it refer to TRANSPORT of one in that position. Glass is weakest on its face and strongest on its edges, so transporting a large plasma TV that's lying face-down means the glass is the most prone to breakage from vibrations, or from accidentally setting it down on top of a screw, washer or who knows what else might be under it.

In fact, many plasma TV instruction manuals tell you to lay such a TV on its face, temporarily, to attach the stand -- so it's clearly not universally "wrong" to do it.

Now, as for the situation with our particular Samsung 58" set? I don't know... It sure appears to be a case of Samsung using far too thin a sheet of glass for the internal panel, so possibly it easily develops stress cracks just from the pressure of screwing the assembly back together. But again, that points to a bad product design -- and isn't a case of service people like Schneider "not doing it in the correct manner".

Going to have my Brand New Never watched 64 Inch repaired at my Cost 1550.00 today! I am not going to touch or do anything and will have video running. I made all my complaints to Attorney General, Samsung and local small claims against Samsung. If they are going to make an inferior product by using thin glass then they should be liable for damages that occur due to normal use and not blame customers for their own mistakes. I really hope that my issue gets resolved in a fair and just way but I won't hold my breath. I never have had an issue with a Samsung product until this 64 inch Plasma screen and from this board it is apparent that their plasma screens are inferior and should be replaced or redesigned unfortunately people like us are the ones that need to pay the price until this situation gets corrected.

My saga with my internally cracked screen is finally over. I received a check today from samsung for my internally cracked plasma. It happened on 1/25/11 and it is finally over. I will never buy another samsung product again. I will also tell anyone willing to listen what they put me through and that they only took care of the issue once the Alternative Dispute Board got involved.

The power of internet and users forums. That is the only way I was able to get my issue taken care of. A special thanks to you Waldorf for laying out the path of what needed to be done. Without your help I would have just been a guy calling Samsung every day.

On another note I have teh green blob issue on my Panasonic VT30 and have an apt setup to replace a board. From what I've heard this will fix this issue.

wow. what a hassle. but inspiring none the less. I jumped though the first hoop in my own saga against samsung and my suicidal tv today. in it for the long haul.

Glass Plasma/LCD display panels will have a protective coating to contain the glass should it break.
This is why it appears the damage is internal and you dont feel the crack.
The manufacture process is similar to that of a motor vehicle windshield.
Not all cracks on Glass Plasma/LCD panels are caused by impact, those types of cracks will not look like a "star" shape.
Analogy example:
If you hit your motor vehicle windshield with a hammer, how will the crack appear ?
While i will acknowledge the claims that some Plasma Panels may "crack" on their own, i will certainly not acknowledge claims that an LCD display "cracked" on its own, this just never happens as the manufacture process for an LCD Panel is completely and totally different from a Plasma Panel.
This is just fact and common sense.

its obvious you did not comprehend my post.
if you hit your windshield just hard enough with a hammer to crack it and then run your fingers over the crack, you wont feel it, this is due to the construction and manufacture process.
seriously now, when a small rock hits your windshield from driving, can you really feel it with your finger ? no
dont try to insinuate that i am calling you and everyone else in this forum a liar, im not calling anyone a liar, im simply acknowledging that some plasma display panels may crack on their own, but lcd panels are never known to crack on their own due to the difference in construction and manufacture process.
if my facts are not common sense to you, i can only imagine what else you must do in life against basic principle.
you must be the type of individual who demands a new vehicle from the dealer when you blow out a tire from hitting a pot hole in the road.