Samsung forum: Internal Crack on my TV panel

I just wanted to give everyone a quick update on my situation concerning my Samsung Plasma Tv. About a month ago my screen cracked, a star shaped crack. After reading on here and doing some research I contacted Best Buy, which had a repair man out to look at it. They deemed it internal, but then they sent it to Samsung. Of course it was a run around from the beginning...Samsung said this, best buy said that, the repair man didn't know what to say. Eventually Samsung told me that they felt it was internal but because it was on the screen they couldn't fully pay the cost for it and it really wasn't covered under warranty, but out of the goodness of their heart they said they would pay for a new panel and any parts if I would pay for labor. I checked into how much labor would cost and they told me $340.00...I could almost buy a new tv with that money. So I refused and they gave me the information to contact the president. I did that and have still not heard back from him....hhhmmmmm. BUT meanwhile, I decided to turn Best Buy in to the Better Business Bureau because I had the Geek Squad Protection and in the beginning they said that regardless what Samsung decided they would stand good for the tv if a technician deemed it Internal...well a technician did deem it internal but Best Buy had pretty much told me "have a nice day." When I reminded them of this. Well it wasn't even a day before I got a reply back from a representative at Best Buy after complaining to the BBB. She was wonderful, and very helpful. She listened to my problem and seemed to be very sorry this had happened. The next day she contacted me to get all information and with in a few hours called me back and said Best Buy would be refunding my money for the TV. Last night I went to the store and came home with a Brand New Tv (not a samsung!). So I just want to say even though it was what felt like a long time, Best Buy ended up standing good for their product that they sold even though Samsung would not! Thank you Best Buy!!!

cshimus,

Unfotunately, you are another customer who has fallen victim to the infamous internal spider hair-line cracks in Samsung Plasma tv's. If you read several of the post above, there are many potential solutions to your problem. I would suggest that you forget about this "screw ball" nonsense of contacting the "so-called" office of the President. Pure hocus pocus nonsense on Samsung's part. If you want this resolved quickly, file a claim in Small Claims Court, print all the complaints on this website and other websites. Submit the complaints along with your court papers. Very inexpensive to file a claim. Range from $40-$100. Don't take this behavior from them.

I purchased a top-of-the-line 63in Samsung 3D plasma (PN63C8000) on sale for around $3000 and less than 2 years later, while watching football, the screen went black (audio continued). Like everyone else here, I found a small, internal, spider-shaped crack on the panel (no history of any bumps/mishandling). I spoke with Best Buy (where it was purchased) as well as having it inspected at a local repair shop. Since the TV is no longer under warranty, I'm left to repair ($1500-2000) or replace the set. I was surprised to find online that so many other folks have had the same problem as mine (as well as defective capacitors in other affected plasma TVs with a class action lawsuit -> settlement to boot). Like many other folks, I have an older TV (of another brand) that is still going strong and expected that my newer, expensive TV would not die a spontaneous early death from the failure of the panel (presumably due to a defective screen, based on how widespread this problem has been).
From Samsung's perspective, I understand why they would not want to simply replace TVs likely cracked due to accidental damage. But these are internal cracks, in multiple, multiple sets. This is a manufacturer's design or construction defect. Samsung has the opportunity to stand behind their products and offer solutions to keep their customers satisfied. These are customers that evidently spend hundreds to thousands of dollars on electronics every year, and are a vocal force to encourage others under their influence to stay away from all Samsung products due to poor customer service experiences and perceived defective products.
I wish to add my experience to those above and will not be surprised when this becomes another class action lawsuit. Samsung, at the very least, should offer customers a discount towards a replacement TV (thereby potentially turning an angry ex-customer into a somewhat-satisfied current customer).