Samsung forum: Cracked Internal Screen on New Samsung Plasma

Sorry, I didn't respond sooner, but we've been trying to work something out with the seller. Nothing is settled yet. I have no TV for my family to watch, with 2 kids it's been a regular social experiment.

I appreciate your request for review, however it's already been reviewed several times by execute support and given the lack of response since then, I'm guessing it was denied once again.

In the course of investigating this problem we have seen dozens if not close to 100 complaints about this issue in the past year - specifically for Samsung TV's, while in the same period we've seen exactly 2 complaints about cracked Panasonic TV's, and on for LG. One repair place we called said it was because Samsung sells 85% of plasma TVs. However, when a company has 85% of the market but 99.9% of the complaints, something is wrong somewhere.

Please understand I hold no personal resentment towards you, but I am deeply disappointed in Samsung and at this point I could not fathom purchase we would ever purchase a Samsung product again. Much less recommend Samsung products to anybody we know.

The posts failed the forum policies.

Yes, it's very regulated here. And that's a good thing.
Bob

I just read my response today and it was pretty much the same thing. However, I've been trying to think of some sort of reply to send them. So, thank you for your post - it was very helpful.

Here's what Samsung sent to the BBB:

On May 31, 2011, the business provided the following information
:According to our files, Samsung has contacted the customer regarding this case. Samsung has advised the customer that out product engineering department has deemed the unit physical damage which voids the unit's warranty. The product engineers have reviewed the evidence and the pictures provided by the authorized Samsung service center and advised the unit has an impact point which is indicative of physical damage not a manufactures defect. Samsung has advised the customer that the decision will stand as we have reviewed the evidence and have been able to make a clear determination of the issue. Samsung has explained to the customer the physical damage decision therefore there is no further assistance that we will be providing. Again, physical damage voids the unit's manufactures warranty and any assistance that can be offered. We apologize for any inconvenience the customer may have experienced with this case. If you have any further inquiries, please contact Samsung at 888-480-5675 and refer to case # 3000654034. Thank you.

i have run into the same identical problem with a 58" plasma
in addition, my colleague had the same crack in his on a 65" on the same day
his was hit by a little plastic toy from mcdonalds. How ridiculously cheap are they making these tv's if a childs toy is sufficient to completely destroy the TV.

Clearly Samsung has a problem here and doing everything they can to avoid it. I presume they are stinging from having to settle the class action suit against them for the capacitor problem in the TV and have recognized that it works out as good business to deny that there is any problem until a lawsuit forces them to acknowledge one.

I have been working with the Samsung people all the way to their executive customer service with no help, they just responded that the crack was indicative of impact and therefore the warranty is void. They have no proof whatsoever that the glass was impacted where the crack is. There is no evidence whatsoever of the outer glass being struck.

Im glad you found some help from the seller, My seller, first denied ever hearing of such a problem and then agreed that he had seen one this past weekend.

if anyone is aware of any actions against Samsung on this topic i would appreciate knowing. I am afraid to say that I think the only way you will get this old horse to do anything is to try a different whip!

Any input and insights would be appreciated

TJL

as i woke up i turned ony tv it made a screech sound and a bright light occured i looked at my tv where the light emmited from and saw a crack. Wtf was that. I called samsung they said take a pic of it and send it to us. So i did havent heard back from them yet. But from what i have bin reading it dont look good.

They sell millions of TVs and as long as the defects are under control, they don't care some people hate them and will never buy their products again. They expect that. I guess there isn't anything you can do. You can file an complain against them on BBB (http://www.bbb.org) and other places. I did that. Don't expect too much. It probably end up with nothing. But still, I think if enough people complained it may get their attention. And also try work with the retailer who sold you the TV. Good luck!

Chat Information Please wait for a Samsung Agent to respond.

Chat Information You are now chatting with 'Susan'. There will be a brief survey at the end of our chat to share feedback on my performance today.

Chat Information Your Issue ID for this chat is LTK56401692149X

gilbert: hello

Susan: Hi, thanks for reaching out to Samsung tech support. How can I help you today?

gilbert: very upset cx lol

gilbert: i mean very upset

gilbert: here is the issue and its known issue all over the net with thousand of your cxs lol

gilbert: ill let u time to read

Susan: I am sorry to hear that and I apologize for the inconvenience.

gilbert: i lost connection last night heres the chat

Susan: Please go ahead with your inquiry and I will try my best to help you with the issue.

gilbert: Chat Information Your Issue ID for this chat is LTK56401689249X Sinclair: Hi, thanks for reaching out to Samsung tech support. How can I help you today? gilbert: hello i was dropped by last agent lol Sinclair: I am sorry to know that. gilbert: hello and not so good news gilbert: my tv not working less than a yr old Sinclair: Could you be more specific with the issue? gilbert: but before i tell you Sinclair: Okay. Please go ahead. gilbert: to let you know i done reasearch and its all over the web and even broadcast on major news channels about the issue since 2010 gilbert: and all with same resulkts so thats why i decdided to contact you gilbert: i do love samsung products but ill be surprised if i get same results gilbert: heres the problem Sinclair: Please go ahead with the issue. Sinclair: Okay. gilbert: The internal screen cracked while i was watching tv last night came out with a big loud pop and then picture went black sound hears no picture and a spider like web inside the screen Sinclair: I am sorry to know that. Sinclair: May I know the model number of the unit? You can find the information on rear of the unit. gilbert: well im sure u have gotten alot of complaints cause im reading them and seeing online news reports on it now gilbert: pn50c7000yf gilbert: i believe that is the model Sinclair: Give me a moment, while I check this information. gilbert: i just bought it last yr Sinclair: Thank you for the information. Sinclair: What was the situation when you first noticed this issue? gilbert: it was working great but i didnt notice that when i switched to componet that lines were flickering left to rioht i didnt think anything about it the same day, so i tried the hdmi blue and that looked ok gilbert: but then a few hours later tried again to make sure and hdmi side started to do the same thing gilbert: it was about 12 last night that i was watching tv i figured late to contact here till i did my reseach Sinclair: Thank you for the information. gilbert: thats when the tv just pop loud went bkank i can see the red light on and off and switch with remote sources and hear the sources but no picture Sinclair: Does the issue caused any injury or property damage? Sinclair: I am sorry to know that. Sinclair: Have you registered your product? gilbert: no didnt injury me but i unpluge it right away cause when it pop and screen went out it was scare like i figured it was going to explode Sinclair: Please provide me with the following details: Sinclair: gilbert: i have never had any problems with any electronics like this before gilbert: and i have many samsung products my note my 2 blue rays my galaxy
gilbert: i spoke to repair man and they said samsung is treating it still as nothing wrong with ur product

gilbert: and will not fix it even withj 4 yr insurrance

gilbert: that now cause of those issues had to get tv by nov 2011 that comes with the accidental damage and not the one i got in august 2011
gilbert: that samsung told him that dont even bother

gilbert: and give back insurrance if need be cheaper way to pay off

gilbert: is that correct

Susan: Not to worry, this issue would be taken care. Please send photos of the unit to snaccefax2@sea.samsung.com. Acceptable formats are PDF, TIFF, JPG/JPEG or BMP. The e-mail needs to contain all pertinent information including as first and last name, phone number, e-mail address and transaction number.

gilbert: i had the techican send the pictures already

gilbert: had one here

Susan: If this is diagnosed as not a physical damage, then the issue would be covered under warranty.

gilbert: he said its know issues with ur tv bigger ones of over heating

gilbert: haha not physical damage

gilbert: he said your company is treating it as physcal even though he can clearly see its not

gilbert: and your company would not fix it and send me a email about it

gilbert: its policy he said be nice

gilbert: 2 adults live here one 38 the other 58 no kids no one touched it

Susan: As I have informed, not to worry. Please send the pictures of the TV to the email address that I have provided and I will create a service ticket for you and will give you the number.

Susan: Would you mind giving me two minutes so that I can file a service ticket and provide you the ticket number?

gilbert: haha ok i guess ur policy you cant comment on news broadcast and tech comments and articles online with your tvs

gilbert: ok

Susan: Thank you.

Susan: Thanks for holding.

Susan: Could you please recheck the serial number as it states as invalid serial number.

gilbert: z1883cqb101767e

Susan: Thank you.

Susan: May I know how the crack appears?

Susan: Does this look like a spider web?

gilbert: yes just like other post and stories and news cast
Please send the pictures of the TV to the email address that I have send you along with the ticket number and you will receive a call within two business days about the service.

Susan: Pictures should be submitted within no more than 48 hours, and that if pictures are not submitted, the transaction will be cancelled.



Thank you. Service ticket number is 5104189393.

Just to add to the numbers, I have also suffered this problem. My son was gaming on our 55" plasma when it broke. I, of course, blamed him but after finding this forum had to apologise. He is sure he done nothing to cause the damage. The TV is 14 months old but only used a few hours at the weekend. It is out of warranty and the seller has said I have no chance of getting anything from them or Samsung. I have to replace it and was thinking of going to an LG model.

Update: Tech came out today and just took pictures...No parts on him, no screen, just more pictures to send to Samsung as I guess the pictures I sent weren't good enough for them with my Canon 60D Camera..Just another stall tactic I am sure..I gave them 9 variations of Pictures...This guy took 3-4. He also claimed he had never seen this...So I asked again and again, and sure enough I got the look like he couldn't say...With his nice Samsung Shirt on...

In terms of class action, I have heard of 3 and several pending but do not know the details yet...That is my next step as I am sure we could get 100's to join and a hungry attorney will chomp at the bit to grab this one..
I have my personal attorney looking into it so if I find one and it pertains exactly to this, I will for sure post the info here and all over the net to get more to join. It would be out of principal due to the way Samsung is handling these claims...Just redic..
I have also posted on Best Buy since I bought from Magnolia and supposedly I am getting a call from Corporate today or tomorrow to assist with the matter. I think I pissed them off enough to care and of course I will share the results of that call as well. Like I told Samsung already, I am getting my TV replaced one way or the other...3 Months of the supposed "Top of the Line TV" is sad...Disposable in my book.

Let's give this a shot guys. We can't keep letting them get away with this crap and scamming us out of our warranties. Go here squabblesphere.com/defects and submit your defect. It literally takes 1 minute. Don't be discouraged by how few submissions there are, this is brand new, just finished it. So send me an email if you have any troubles or suggestions michaelrstewart1(at)gmail(dot)com. It's time to do something about this crap.

I left a comment earlier with the same problem and I called the retailer that I bought my TV for warranty work. They made an appointment for a factory authorized tech to come and take a look at it. He did and said this is very common, but he will order the part and IT WILL BE COVERED UNDER WARRANTY. FYI, I bought my TV from Pacific Sales in Southern California. He came back two days ago and basically gave me a new TV and not just change the glass. The only thing from the old TV left is the skeleton.

I hope this can help rest of you.

Hi Creedlaw,

I apologize for your experience thus far. If you could post your transaction number, I'd like to see if we can investigate this issue for you.

Regards,
HD Tech

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