Samsung forum: Internal Crack on my TV panel

Well Samsung agreed to replace my screen on Saturday. I receive a call on Monday saying the panel review did further investigation and found that I physical damage the TV. How can they say one thing one day and change their mind the next day.

My TV just cracked and started buzzing out of no where today 1/15/13. I called Samsung talked to G.E.M. she said she didn't have an ID #. She told me there was nothing she could do because it was out of warranty. It is ridiculous that Samsung can sell to the public and not stand behind the products.

My Ticket # 2116932637

Now I'm forced to repair or replace....

Samsung needs to be responsible for their products. My last TV was from 1983 and works just fine we replaced it with this Samsung.

I would be happy if Samsung paid the parts and labor for the repair at J&J Electronics Appleton WI 920 739 1610, If not, I will never buy another Samsung product.

Happened to me as well. Got the same run around/answers as everyone else.
Although I was told that the damage may not have occurred in my home.
Official Explanation: "A hairline crack in the panel may have occurred during shipping at some point, either to America, the warehouse, the store, or my home. The crack would not be visible, but due to the tv heating up when on, and cooling down when off, that caused the crack to eventually appear, and that is physical damage. We are sorry, but your warranty does not cover physical damage"
Really? Now the consumers are responsible for how products come to market?
Even after I explained that I own 3 Samsung Plasmas. 42", 50", and this 59". 1 27" LCD Monitor, a Refrigerator, Microwave, 2 Blue Ray Players, and a Galaxy tablet. They do not care. They will not help or support new or loyal customers, but will instead hide behind loop holes in their warranty.
To this point, I have moved the claim higher in Samsung Support(waiting on 24 hour call back)
I have also filed a claim with the FTC. Next step is to await the call from the Executive Customer Service Supervisor.
After that, it's class action. This issue affects too many users to let it go. Samsung is well on it's way to the depths of Sony, which also have a poor reputation for quality and support

TV: PN59D6500DFXZA Purchased on 09-03-2011
Case#: 5104077974

Thanks Mohawk77

After numerous emails sent from my Samsung account\Customer Voice Link. I received a call from the Supervisor. She stated they would cover the panel replacement. Of course I am responsible for the labor.
It's still BS, but oh well. The Panel Review Boards decision is definitely not final or irreversible.

I recommend people use every avenue to Samsung available. Start with the phone, then the Voice of the customer link, as well as Twitter and Face Book ( no Facebook for me though)
I also recommend linking this forum in your emails to their support.
Do not let them discourage you. That's how they get away from honoring their warranty to a large portion of customers that have the same issue. Eventually they will face multiple class action suits as what they are doing is not only illegal, but seriously poor customer service.
It's a shame, as I have not only purchased many Samsung products, but have recommended a lot of products to my customers.
This has left a bad taste in my mouth and will definitely influence all of my electronic purchases going forward.

I am in the exact same boat with my 55" LED Samsung TV. I purchased less than 3 months ago. When I turn the TV on all I see is spider like cracks. I spent 3 weeks going back and forth with Samsung support. They are claiming that their engineers for the TV are stating that the only way an internal spider crack can occur is through physical damage, so they cannot cover under warranty. I am extremely frustrated. I do not know how Samsung can conclude that physical damage caused the problem without any proof. I am strongly considering small claims court at this point. I really think someone needs to look into a class action suite against Samsung. This is just not right. My case #5103991057. Samsung Model #UN50ES6150.

I complained with everyone!!! The BBB and I wrote to the attourney general in my state and in NJ just like this thread said. In addition to that I wrote to Fred Meyers where I purchased my TV. I sent in pictures of my TV and info from the CNET thread and anything else I could find. They investigated my claims and replaced my TV. If you as a consumer does nothing then Samsung will never be liable. Eventually if there is enough complaints then they will be liable at some point. Don't give up and keep going. Even when you reach "The Office of the President of Samsung" which is a total crock. Keep pushing and complaining and writing. Just do it nicely and professionally! And write EVERYTHING down. Who you spoke to, what department they're in, what their extension is and the details of your conversation. It helped me 100% by taking excellent notes.

Mohawk77 is correct,

I got my problem taken care of because I followed all the steps that have been stated in this forum. It took 9 months before they finally paid me off but Samsung denied me no less that 7 times. They only agreed to repair the panel when they knew I would not just go away and a review date was set with a review board from the New Jersey Attorney Generals office.

They still tried to get me to pay for the labor and I said no, let the review board decide. They caved because they know it is not in their best interest to go through this process. They sent someone to repair my television and guess what. The replacement panel they sent was cracked right out of the box. At this point they decided to pay me for the television.

My television was out of warranty but there is no way a television should just crack. My television was 20 months old when it cracked right in front of my face.

dingdong29 -
What appears to be a crack on your LED TV may not be a crack, but rather a line of dead pixels. These can appear as vertical, horizontal, or even multiple "spider-web" like lines.

Examples:
Video showing dead-pixel vertical line: here
Picture showing dead-pixel "spider" lines: here

In general, if your TV is out-of-warranty, replacement of the LCD screen will cost more than a new TV and as your 27" TV is relatively small, suggest you carry in in to a Samsung authorized repair facility and ask for a "free" estimate, rather than pay someone to come to your home.

Check here to locate an "Authorized Samsung Service Location" in your area.

Good luck.

Am I totally out of luck if I'm outside the warranty?

Here's some info on my case:

We have a model #PN50C450B1DXZA, and an internal crack appeared out of no where while we were out of the house. After doing a bit of research, I found many different forums stating the exact same problem of the mysterious internal cracks and apparently it's a design flaw in these models. I have made numerous contacts with Samsung, explained the situation, sent in pictures (and that I was aware of the internal flaw), and my transaction # is 2115792052.

I finally got a call today that the decision from the Executive Customer Service team is that there was physical damage and it would not be covered. This is not how to treat a customer who has purchased 3 Samsung TV's in the past. They had an opportunity to stand behind their product, fix a situation caused by faulty design, and keep a customer for life. Instead, they did the opposite and turned their back on me.

I own a business, and this is an opportunity to solve a known problem, keep customers happy, and have a chance at repeat business. Instead they hide behind their warranty, produce an inferior product that lasts less than my 10 year old Olivia cheapo TV, and create negative feedback. Doesn't make sense to me.

I've filed complaints with the BBB, Consumer Affairs and the New Jersey Office of the Attorney General. I'm started to lose interest and faith that this will be resolved. Maybe I'll spend my energy spreading the word to never buy a Samsung product and that they don't stand behind their products.

Just wanted to let people know that if you're in the market for a TV, stay away from Samsung. You have a lot of choices and this is simply not a company that takes care of their customers when they have a known product defect.

If you are outside of your warranty, I don't think there is anything you can do. I saw your particular model tv at Best Buy online for $550. Probably better off buying a new one vs getting the broken one fixed. The replacement panel alone is probably more than $550. If your tv was still under warranty, I would highly suggest you file a lawsuit in Small Claims Court for breach of contract. Since your warranty has expired, Samsung is not contractually obligated to honor that warranty.

mestep31,

I'm a little confused by your post. Did you buy an extended warranty from Best Buy? If you bought an extended warranty from Best Buy, the Best Buy warranty should cover any damage to the TV. As I understand, Best Buy warranties plan starts day 1 of your purchase. You basically have 2 warranties. One from Samsung, the other from Best Buy.

Now, if you do not have a Best Buy Extended Warranty, and only have the Samsung Warranty, I would not waste any time trying to talk about this with Samsung. Immediately file a claim in Small Claims Court against Samsung for breach of contract. Forget about trying to talk with Samsung about this. If you read many of the posts above, many people have tried to reason with Samsung with no success. A whole lot of talking...blah...blah..blah...but no action. Samsung hopes that you will just go away The quickest way to resolve this is file a claim in Small Claims Court. Samsung will have to defend their position. Print all these complaints in this forum and give them to court as a part of the documentation. More than likely, the Arbitrator, Mediator or Judge will read about all these complaints before your actual hearing. Filing a claim does not take a lot of time and very cheap.

mestep31,

I think you will be fine with Best Buy Warranty. Unless there is language in Best Buy warranty that states even though their coverage starts on the same date of purchase as Samsung, Best Buy will not be effective until Samsung warranty expires. I also had an extended warranty with Best Buy. My 1 year Samsung manufacturers warranty expired. Best Buy visited my home and looked at the "internal cracks" in my tv. Took pictures etc etc. Best Buy technician stated there is no way I damaged my tv. I got a brand new 65 inch plasma tv within 4 days. No hassles, arguing...blah...blah...blah. Not sure why Best Buy technician would tell you that Samsung sent them. Unless there is a contract between Samsung and Best Buy Geek Squad, that does not sound right.

Cheers

http://www.avforums.com/forums/plasma-tvs/1287006-screen-lg-plasma-cracks-itself.html

My view is a little wider.