LN52A850 IR Interference
by draph - 6/25/10 7:06 PM
In Reply to: LN52A850 IR interference by draph
...nothing yet after 2 days...
How long do you think it takes to review the case?
With these TVs, is margin so razor thin that doing what's right (fixing a design defect on the early lots that was missed in testing) risks the company bottom line that much? Does this case review involve a business trade-off analysis of lost sales from a CNET forum published case of screwing over an early adopter of the latest tech vs. lost profit resulting from additional out of warranty claims because of a CNET forum published case of success?
Taking this long suggests the corporate bean counters are hard at work calculating the potential liability against the bottom line if they do what's ethically the right thing to do (They're certainly spending more money analyzing the business case than what it would cost to fix my specific problem, but then again, I guess the staff accountants and legal folks are sunk costs anyway). They know how many serial numbers are still out there that have not had the fix that are potential warranty claims if they establish a precedent suggesting they'll take care of people past the original warranty period. In my case, let me remind them I've had this problem and reported it within my first two weeks of ownership. I assume they'd still have my call on record. And if they don't, or they purged it from the system (which is the more likely case) DISH Network has my call on record the first time they offered to provide me an RF remote controlled DVR as an extra cost upgrade to work around the problem back in Jan '09. It seems Samsung would lose the case if I took them to court over the issue...might have to throw in some mental anguish pain and suffering from having to get out of bed to switch the channel on the satellite the first 30 minutes as my wife and I were trying to wind down each night, which led to lost sleep, poor performance on the job, lost promotions as a result....wow, could be worth hundreds of thousands of dollars of lost wages over my lifetime...somebody call a lawyer!!!!
IMHO, any owner with the unfixed TV creates a potential case for more future lost sales (not just profit from paying for the fix). Let Samsung mull over this hypothetical: Owners of the un-fixed sets eventually go out and buy a new DVD player, or switch cable or satellite providers and discover this problem when the TV is 2, 3, 4 or more years old. They search the internet and find their problem is a design defect that has been known since at least mid '09. Samsung refuses to fix, citing out of warranty. That torques off the owner who shares his frustration and story about how a company who knew about a design defect didn't give him the option of applying the fix to his set while still under warranty; and recommends to all his friends and family to avoid Samsung products. It won't just be a lost repeat sale by that original owner.
Thanks for the opportunity to vent. From my perspective, it should be a simple decision for Samsung. They screwed up with their design. They should fix it. And help the test engineer who didn't plan for all IR frequencies of remote controls that might be used in the same room with the TV learn from his mistake and apply it to future product performance testing.
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