Samsung forum: Samsung Cracked Screen Plasma 58 inch TV

kdennis100,

It was deemend physical damage, so you'd have to speak with the service center.

That's all the information I have. For further information, you'd have to contact the service center.

--HDTech

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kdennis100,

This is way over me. If you were escalated to the Office of the President, they hold more power than I do, and I can't interfere.

--HDTech

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I am a cent percent sure that this was caused by internal strain of using a wrong wall mount than the one provided by samsung ,did you get the slim mount specifically designed for the samsung slim tvs ? If not sue your store but if you did get it but use a third party mount like these new slant mounts which can bend over to our viewing angle then it is out of samsung's hands.

So far, it seems that Samsung customer service is good at one thing.....giving the run-a-round! I also received the response from my submitted pictures as, "Physical Damage". This is what seems to be the go to answer in their training manual. After a month of e-mails and phone calls, they finally agreed to replace the cracked panel, but I would have to pay for the labor. I reluctantly agreed to at least get a price from their locally chosen repair company. I waited for 2 weeks with no call. I then placed another call to customer service where they apologized and agreed to set up another appointment. Once again, I've still received no correspondence from either Samsung or "Home Service Network" for them to replace the panel. This has gotten me extremely frustrated, first of all because they pretty much call me a liar (without actually saying it), by saying that the panel was physically damaged. They refuse to admit that the problem is due to "Thermal Expansion", and is a known issue with larger plasma screens due to the extreme heat generated from the screen.
I agree that complaints need to be filed in order to get results. Samsung's main office is in Ridgefield Park, NJ. Hopefully if we call the NJ Federal Trade Commission, The NJ Division of Consumer Affairs, and the Better Business Bureau, we can get results. Don't forget, there's always social networking! People need to know what they get when they purchase from Samsung!

I've had a few different transaction numbers. This I believe is the most recent,
4113580492

i have a 58 in plasma samsung from 3/2010 with a cracked screen as well. i called samsung twice and they refuse to help b/c they claim the tv is out of warranty. it seems as though they deem all cracked screens warranted or not as physical damage and wash their hands of dealing with a quality control issue. i talked to a local samsung repair tech and they told me not to take no for an answer. when talking to the executive customer relations dept, they will not transfer you to anyone else and say that they have to go with whatever their panel review dept says ( they call it physical damage externally thus null and voids the warranty). This is a bunch of crap and personally i am very disappointed in the quality of service they lack to provide. i have had 2 sony 60 in go out on us in the last 6 yrs as well. i banned sony products and it seems samsung will be next. the tech says to take the name and employee id of whoever to speak to and report it to the bbb. i hope your tv gets fixed since it's fairly new. by the way the tech says the bubble crack it from the gas heating up and bursting which is a manufacture's defect when the screens were processed. samsung refuses to acknowledge this.