Samsung forum: Feedback on Free DMD Chip Repairs on Samsung DLP TVs

I sent it in again for the third time... hopefully the third times a charm.... but not holding my breath.

Haven't seen any posts for the white dot problem for a few months so wondered if there was now a better way to tget the problem resolved.

I have read all the threads on this problem and seen many types of responses from Samsung from doing nothing to full repair and don't see any rhyme or reason to it.

I called the 1800SAMSUNG got transaction # of4113469461.

Even posted on the Facebook and go this repsonse:

Hello Kirk,

Thank you for reaching out via our Facebook page. Our records show that you have spoken to our supervisory team on 01/09/2012. We apologize for any inconveniences but cannot override that decision. As a courtesy, we can cover parts as an accommodation. You will be responsible for labor.

Sincerely,

J
@SamsungSupport
Samsung Electronics Social Media Support Team

What do I need to do to ge tthem to cover the labor the service provider that Samsung contracts through wanst $260 to do the work. That is not acceptable whne this is a know issue of bad DMD chips. Any help would be appreciated.

Note: This post was edited by a forum moderator to edit out name of rep for privacy reasons on 02/02/2012 at 11:47 AM PT

Don't use posts or place a post where folk can't reply. The forum bottoms out and no one knows if your reply is to Joe, Kelly or Ned.
Bob

sevenin7ccfl,

I can't offer anything better than what service offered. If the unit is out of warranty and they offered the part, that's better than anything I can do here.

It's not about "if anyone cares", since it sounds like somebody tried. We contract with local service providers in your area. They're independent, but trained and authorized with Samsung products. How much is a tech worth for their knowledge, insurance, transportation and ability?

The unit is out of warranty, and parts AND labor is not covered by Samsung. It sounds like service tried to help out a little, and that someone is trying to keep you as a loyal customer.

--HDTech

Online Brand Ambassador

- Click here to visit the Samsung forum
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I can't assist here with specific or individual cases.

http://forums.cnet.com/7723-13973_102-542437/service-issues-click-here-for-help/?tag=contentBody;threadListing

You can try to take it up with the Service Center, but I can't override their decisions.


--HDTech

Online Brand Ambassador

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

Did Samsung require that you use one of their repair centers to install the "free" chip? I personally have taken my TV apart and replacing the chip is somewhat simple if you follow directions that people have created. Of course I can only speak for my model, HLT5687S. DMD chips seem to be readily available on eBay for $200-$250, however I still think this is absurd since Samsung had admitted to using faulty chips. If they offer the part for free and allow me to install it, I would be a very happy camper.

jzofop,

Usually if you see dots, the chip fixes them. What they're advising is that if this doesn't fix the issue, and you have something else needing repair, the repair of the chip will not cover other things.

Usually. If you need clarification, I recommend calling Samsung back, but that's my experience from what I've seen people post.

--HDTech

Online Brand Ambassador

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

My Samsung DLP tv has the same white dots and has been getting worse over the last couple months. I probably have about 350-400+ white dots now. I chatted with Samsung and they were willing to send the DMD chip to a service rep but I would have to pay trip charge and all labor costs. I have read of many people getting this fixed free in the past. They would not budge eventhough I am/Was a big Samsung fan including suggesting Samsung products many times. But if you look on their site this item has many many people with the white dot issue. It is frustarting and even if I would have considered the fix per there conditions; which I don't agree with since it is a faulty part...it could be almost the cost of buying a new 42-50 inch tv.

Good luck getting your dmd boards fixed; I was told many times that the "Our free of charge accommodation program has ended but as a courtesy to our customers" oh how nice, so now I get to pay up...lol. Sure makes me not want to buy a Samsung ever again!

I have a 3.5yr 50inch dlp and white dots on screen. my uncle bought the same tv same time I did. I told him I was sorry for telling him this was a great product. soon he will have the same issues. I too was told Our free of charge accommodation program has ended but as a courtesy to our customers. I told my wife to tell her family and friends stay away from samsung, look what happen to me. I tell my friends and family the same thing. I don't want my friends and family to go through the same headache im going through. Not a penny more from me samsung, not even worth a penny. why is it my fault the tv is defective i did not engineer it but yet I'm punished for it. consider this my farewell message from me to you samsung.

I wish I could say the same. My experience has been the opposite. I have followed the path recommended by Samsung_HD_Tech through the link that he had provided but got the following very curt message in reply:
"We apologize for the inconvenience but you are currently out of warranty and we cannot offer you and further accommodation on the repair of your TV. Thank you very much for your cooperation at this time."

This is such a customer-unfriendly response in the face of hundreds of complaints about the white dots issue that I'm also having (Samsung model HLT6756WX/WXAA, Transaction # 5103077273). I'm not sure what they meant by "we cannot offer you any further accommodation on the repair of your TV" because Samsung hasn't offered me any accommodation of any kind yet! All they've said so far is that my unit is out of warranty. Also, having white dots on the screen due to a manufacturing or wide-spread component failure defect is not just an "inconvenience" issue! The white dots are multiplying and pretty soon I'll have to junk this TV that I bought for $2,500 or pay hundreds to repair it. I'm so puzzled (and disappointed) by Samsung's inconsistent response to different people having the same problems. It seems that they've decided that some customers who've had this problem deserve to have it fixed while other customers with the same problem should just treat it as an "inconvenience".

Frankly, I don't know how to escalate this any further and have Samsung fess up and fix this problem...

I had a similar awful experience (Transaction # 5103077273) with the Facebook team that I thought was going to be more customer-friendly, or at the very least courteous. Instead, they tried to shut me down in a fairly obvious way with the words "we cannot offer any further accommodation... thank you for your cooperation". What accommodation did they ever offer me? None. It seems that they consider their email response to me as an "accommodation" that I should appreciate! Strangely, they didn't say the model I had was not one of the models they're having trouble with. Instead, their logic to not offering me relief on their defective set is to claim (without any troubleshooting questions directed at me or a visit by a repair technician) that the white dots problem I'm having with the model is the result of a "different part" failing due to wear and tear and not the part that has a "greater-than-average failure rate"!! I can't believe this assertion and claim. How on earth can they tell which part failed. They claim that this mysterious other part that has apparently failed in my TV set results in the same white dots problem that I reported to them! This is unbelievable and I'm finding it hard to even grasp the rationale behind such an assertion, and the audacity of the Samsung facebook support team to use that kind of transparently devious argument in order to deny my claim for relief on their product. Needless to say, I'm not buying any more Samsung products. Besides wanting to buy another Samsung TV for another room in the house which I was considering before this episode, I was also considering upgrading to another Samsung smartphone from the current one that I have, but neither of those are going to happen now.

I have a HLT5687SX/XAA. I just started experiencing a white dot issue. Two white dots have appeared on the screen. If my father in-law's dlp t.v. is any indication of what is to come, I am totally screwed. His t.v. looks like the milky way... Fortunately for him, he has a hlt5076sx/xx model, which samsung is picking up the bill and replacing the DMD chip. I also called samsung and they said my model is not on the list. I escalated my issue to the ECR (executive customer relations) department. They told me there is nothing they can do. After I even threaten to never buy a samsung product again they stuck to their guns. I am very disappointed with samsung. I have a samsung washer / dryer and refrigerator and I am in the market for a stove and dishwasher. I will not be purchasing any more products from samsung. I am sure LG, Sharp and Sony will be happy to take my money. Does it take a class action law suit to get samsung to step up and replace the failed DMD chips for all models?