Samsung forum: Horizontal black lines on Samsung 50" plasma tv

I bought a 50" Samsung plasma (PN50B550) in May 2009 and in February of 2011, I started to get horizontal black lines... yes, LINES - I'm up to 7 of them now... Here's one of several URLs that points to folks having similar experience with Samsung quality http://forums.cnet.com/7723-13973_102-381652.html I need to post some video of my wonderful TV, let the world see Samsung quality for themselves...

Needless to say, much like you, I am very unhappy with my purchase of a Samsung. I too had no help from Samsung's customer support. And the canned reply from the Samsung tech you received is... well... canned. My only option was to pay the bill myself - over $800, about half what I paid for it originally...

Apparently, some people have had luck pushing the pins on the 'bus' board (http://forums.cnet.com/7723-13973_102-511585.html). Maybe someone will get the crap shocked out of themselves and sue Samsung

Good luck.

I see you reference other posts so try that!

Thanks for given the 2 threads. In the 2nd thread someone mentioned he had taken the back panel off and ensured the connnections were good. I did that and lo and behold, is working like new now!

I, like everyone else am having issues with my 50" SAMSUNG WITH BLACK LINES IN THE PICTURE (THAT LOOKS LIKE A FENCE NOW)...was told to call SAMSUNG, with no problem fixed yet. I bought it just 1 yr. ago and it started with 2 lines, now has 10. I don't understand why SAMSUNG will not replace what I have been told is just a card in the back plugs in and will fix the problem..But instead we got the runaround with tech and the "Big dog" at SAMSUNG that there was nothing they could do and to take it back to the store. I do have proof of purchase but they will not do anything about it still. I can't believe they treat customers this way and they have lost a lot of customers that I know of thanks to me and my problem with SAMSUNG and BEST BUY. It is a DEFECT for goodness sake we are not asking a lot and they will get their money back!
THIS IS NOT FAIR AND THEY ACT LIKE THEY DON'T CARE. I can't believe how many threads I have read about the same issue. The stores will not take them back so we are stuck with them. But there is a card that I was told you can buy for about $100, it will be back to normal, SO SIMPLE A KID COULD PUT IT IN, IT PLUGS IN THE BACK. (OF COURSE YOU HAVE TO OPEN IT ETC.) So this is what I will do. It's Too bad that such a good name went to the dogs and I'm glad, We even had a tech support sales person laugh at us. SAMSUNG...YOU SHOULD BE ASHAMED OF YOUR NAME. CAUSE I AM NOT AFRAID TO TELL WHERE I GOT IT AND WHAT KIND OF HELP I GOT .......NONE!

At 1 year, here in the USA we can get 3 more months warranty to pull it back into warranty. Please top post for the best discussion.

Read http://forums.cnet.com/7723-13973_102-588846/samsung-pn51e503-won-t-turn-on/?tag=contentBody;threadListing as an example of how to tackle this area.

I have(well had the same problem). I had bought my TV from Best Buy in June 2011 right before 4th of July because I wanted to avoid the madness of an Independence day sale.

It first started with one horizontal black line that appeared after watching a movie. I tried a white wash on the TV, but that didn't remove the line. After a few days, another horizontal black line appeared on the screen. I started doing some research on this and found out that this happens with all Samsung Plasma TVs. After several more days, two more horizontal lines appeared on the screen. I got sick and tired of this and decided to call Best Buy Geek Squad. While talking to them, a "fifth" horizontal black line appeared on the screen. The first four lines are all next to each other in the middle of the screen, the last line is in the upper section of the TV.

You may not want to hear this and you may think this is a set up to buy the extended warranty, but it is not. I am actually glad that I bought an extended two year(which is really one year warranty, but we'll get into that later) warranty. Because of this, I was able to walk into Best Buy, tell them the problem after I got a confirmation from Geek Squad home visit, I was able to get a full credit for the original TV and exchange for a better TV(55" LED TV).

I know most ppl think that buying the extended warranty is a "rip-off", but in this case it's totally worth it. Yeah, you shell out an additional $100-200 bucks, but when you have a problem with your TV within the warranty time, you get back the original sale value in which you bought the TV and you could either exchange for another TV or upgrade(pay the difference) to a new TV.

I always buy extended warranties on TVs, Computers and Apple products. I have a history of products malfunctioning on me due to system upgrades, electrical shortages, etc. Plus, 1:4 TVs always have some problem once you take it out the box. You should have some insurance when you buy these products.

FYI....You mentioned that you bought this TV last year. All TVs have a one year warranty from Samsung. If your TV started showing horizontal lines before the warranty expires, you can exchange your TV for a new one with Samsung. Just look for the receipt. Otherwise, you will have to eat the cost and buy a new TV.

Don't buy another Samsung Plasma TV, they all have this problem. Stick with LCDs and LEDs.

Here is my transaction number #2103597204 which is new as of today. I thought I'll try again. Outcome... they tried to defer me to an authorized dealer (which I already did) who told me my options which basically means its worth my while to buy a new one instead of replacing a new panel. The cust rep had asked his superior to see what he can do and the comment back was "can't help you" and outside warranty. Was hoping for some comprise or deal in getting a replacement (new) TV but no deal! I see new threads with the same issue and is very pervasive problem. How can you guys ignore the issue and rather try to address it?? Please forward to your manager to review my situation but I certainly don't expect resolution from them if the tone at the top (senior mgmt)is to hide in their hole and hope the problem goes away.
Regards,

mcyr5,

I don't have a lot of details on your specific situation (model number, warranty status, etc), so I have requested that one of our managers opens your situation and take a look based on the complaint you posted above. If they are able to assist, they may reach out to the phone number associated with the transaction number.

--HDTech

Online Brand Ambassador

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

Model no. PN50B650S1FXZA. Tansaction no. from today 411 690 5345.

Bought it 3 years ago. Lines started to appear 7 months ago. There are now 5 lines. We probably watch 4-5 hours of tv a week. Have been trying to get help from Samsung for last 2 months and just being jerked around.
Spoke with a service techinicain today who was hard to understand. Who said that they charge $85 for diagnosis, $200 for repair + parts.
It is a problem that Samsung knows about and still pretends like they are hearing for the first time.

I watched http://blogadgetech.com/2010/09/how-to-fix-plasma-tv-samsung-others-plasma-tv-repair/ and they can't tell us which of the two boards need replacement.

My bet is any tech can't tell you without seeing the set.
Bob

Ticket # 4117689274
Model PN50C550G1FXZA
While I appreciate Samsung paying for the part associated with my panel replacement I am very dissatisfied that the labor of $215.50 was not also paid and the rude, threatening, condescending and vindictive customer service (not every customer service agent I spoke with) I received from the Executive Customer Service Department.
1. When I first called in with the issue I was given the canned answer that because the TV was outside of the 12 month warranty there was no accommodation they could offer. I was not told that the warranty is automatically extended for 3 months when you register the TV with Samsung. The customer server representative (Felicia) was very rude and condescending. I went ahead and got the TV looked at by the service provider and was told the panel needed to be replaced and it would costs $800-$1,000.
2. I called back and explained that the cost to repair the TV (TV was less than two years old) would costs $800-$1,000. I was transferred to the Executive Customer Service Department and spoke to Zachary who was very helpful and offered to extend the warranty (because it was still within 24- months of the purchase) and pay for the cost (both parts and labor) to repair the TV and that all I needed to do was provide my proof of purchase.
3. I sent in the receipt to verify proof of purchase and followed up with a call to move forward with the service. I was transferred to the Executive Customer Service Department and spoke to Tammi who informed me that Samsung would not pay for the labor and only the part due to the TV being near the end of the 24 month period. She as very condescending and rude and told me that I would say or do anything to get Samsung to pay for the full costs of the repair and that I better watch out or she would not cover the labor costs. I was very upset because this contradicted everything the previous customer service representative had said and offered and because of the condescending and threatening way she spoke with me.
4. I went ahead and got the TV repaired on 1/24/2012 and paid the labor cost of $215.50.
I would very much appreciate the labor costs be paid by Samsung and an explanation for the changing offer to pay for the parts and labor to just labor and the threat of taking the part away. I would also like an explanation why I received the condescending and vindictive customer service from the Executive Customer Service Department.

Please don't bury your posts in old discussions. It might go un-noticed over a new top post.

And please. If you create a new top post, alert this one for clean up.
Bob

HDTech:

We are having the same problem. A single pixel-height black line has appeared across our screen. Purchased the unit December 25, 2009 from Future Shop. Called Samsung and was basically told to find my own service centre as it is off warranty.

1) This TV is 1.5 years old and should not be failing. My previous SONY television lasted 10+ years.
2) The Samsung rep did not seem to really care that the product is deficient. I know other brands (E.g. Apple) would deal with this MUCH differently.


My case number is 2109663100.

Thanks,
Darryl

Samsung products are crap
I bought a 50 inch plasma in feb 2010 is a year and half old and now i have 2 thin lines across the entire screen it appears 2 lines of pixels have crapped out and samsung will do nothing their service centre says its out of warranty so now im screwed

Never buy a samsung u will spend $1500 and it will crap out 18 months later

Yes, it is sad the Samsung's warranty is so short -- especially when problems like the black lines are consistently popping up. One idea is to register the TV at Samsung's website and see if that extends your warranty by 3 months. Since your TV is 1 year 6 months old, you're probably out of luck on that front though.

The second suggestion is to check out your state's consumer protection laws. Specifically, research whether a manufacturer can disclaim the implied warranty of merchantability in your state and if it can what it must do in order to effectively do so. These state laws are very specific. Your state attorney general's office may be able to help here and, of course, use google or Bing.

If Samsung has tripped up at all with regard to compliance with state law, tell them this. If Samsung is still nonresponsive, it is relatively cheap, yet time consuming, to file a small claims lawsuit for breach of implied warranty. I bet Samsung would replace that TV once they saw a lawsuit with merit. Good luck.

My TV did the same thing. I was lucky enough to be under warranty (barely) when the lines appeared. Dealing with customer service was mostly a nightmare.

I had the same problem as my Samsung 50" TV started showing horizontal line, and increased now to 5 lines. I send them a mail, and got an automated reply only, asking call a number, which does not answer at all. Very bad customer service.

Even i am in contact with their local agent, who promised me to send their technician to look at that, but till date no one contacted me yet!! Again i registered complaint with their local agent after calling them 8 times, and still waiting for the technician.!!!

I also have a Samsung 50" Plasma tv which I purchased around November 28, 2009.

About a month or two back it developed a small black horizontal line across the screen. It is about a pixel thickness. This has gradualy progressed so that I now have about four of these lines. I called samsung and got the same response as the other person. Do an update and call a tech who is a contractor. The Tech wanted $105.00 just to come out and look at the set even if he didn't touch the set. I believe the the original service call was ticket no. 4114085355

Samsung had told me the tech wouldn't charge me to just come out and look at the set but the tech said different. When I called Samsung back I was told that I would be charged for a service call even if the tech didn't repair the set.

I am curious as to this being a problem with the 50" plasmas sold in late 2009. and about how much it should cost to fix.

I am disabled and living on my disability check so I can't afford a real expensive repair bill. If it would cost to much to fix I don't want to pay a technician $105.00 just to come out and tell me that I can't afford to fix it.

Samsung model: PN50B53052FXZA serial: AUZ33CPSA06 version:s602 (has been updated to latest firmware)

I have a black line, single pixel width, 4" from the top of my 50" Samsung Plasma TV.

I am both a Samsung customer and shareholder and to be frank I am not impressed.

1 - Samsung boosts environmental responsibility in their "Sustainability Report 2011" however have produced a product, in a wide time period, that will put strain on the environment; many of these televisions will end up in recycling depots and landfill.

2 - There is obviously a defect in a range of these plasma models and I am very surprised with how little action has been take by Samsung to address. This is damaging to the brand image and I am certainly second guessing my decision to invest in this company and its products.

JMRHull,

If you please reply with your specific TV model (e.g. PN50C7000YF), I will do my best to help you work towards a resolution. If you have a transaction number from any calls to Samsung support, that would be helpful as well.

Thanks,

-- HD Tech

Online Brand Ambassador

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

I bought a 50" plasma (PN50C590G4FXZA) in October 2010 and in November 2012 I got one horizontal black line six inches from the top. I called Samsung Customer Service and they said they could not assist me as the TV had no warranty. I found a TV Repair shop and they said the problem was the panel. The repair man said at this point just buy a new TV as it is not worth replacing the panel. I called Samsung back and asked for assistance as this was a known issue. I asked to be transferred to their Executive Customer Relations line (ERC) and after further reviewing they said they could not help me. I let him know I owned other Samsung products (home theater system, phone, and another TV) and I had everything synced up. Mark with ID 1672 at the Executive Customer Relations not only gave me a resounding no, but was very sarcastic and said he could not do anything as the TV had no warranty. I was only looking for assistance, possibly for Samsung to cover the part and I would cover the labor, but as other people have stated Customer Service with Samsung is a nightmare.

Not only do they make poor quality products, but have horrible customer service which are sarcastic as well. Samsung is becoming popular for the wrong reasons.

Repair Ticket 4117304709

My 50" Samsung plasma has the same issue.

One thin black line running horizontally across the screen just under 7 inches from the top edge of the screen.

Model: PN50B55OT2FXZA

I'll try calling tomorrow, but the TV is about 3 years old so I suspect Samsung will take no action. A $1400 (on sale) product should last (much) longer than three years. After reading how many people have had this issue... if I need to buy a replacement, the next one will not be a Samsung. Its unfortunate, because up until now I was pleased with the television.

Ticket # 4117689274
Model PN50C550G1FXZA
While I appreciate Samsung paying for the part associated with my panel replacement I am very dissatisfied that the labor of $215.50 was not also paid and the rude, threatening, condescending and vindictive customer service (not every customer service agent I spoke with) I received from the Executive Customer Service Department.
1. When I first called in with the issue I was given the canned answer that because the TV was outside of the 12 month warranty there was no accommodation they could offer. I was not told that the warranty is automatically extended for 3 months when you register the TV with Samsung. The customer server representative (Felicia) was very rude and condescending. I went ahead and got the TV looked at by the service provider and was told the panel needed to be replaced and it would costs $800-$1,000.
2. I called back and explained that the cost to repair the TV (TV was less than two years old) would costs $800-$1,000. I was transferred to the Executive Customer Service Department and spoke to Zachary who was very helpful and offered to extend the warranty (because it was still within 24- months of the purchase) and pay for the cost (both parts and labor) to repair the TV and that all I needed to do was provide my proof of purchase.
3. I sent in the receipt to verify proof of purchase and followed up with a call to move forward with the service. I was transferred to the Executive Customer Service Department and spoke to Tammi who informed me that Samsung would not pay for the labor and only the part due to the TV being near the end of the 24 month period. She as very condescending and rude and told me that I would say or do anything to get Samsung to pay for the full costs of the repair and that I better watch out or she would not cover the labor costs. I was very upset because this contradicted everything the previous customer service representative had said and offered and because of the condescending and threatening way she spoke with me.
4. I went ahead and got the TV repaired on 1/24/2012 and paid the labor cost of $215.50.
I would very much appreciate the labor costs be paid by Samsung and an explanation for the changing offer to pay for the parts and labor to just labor and the threat of taking the part away. I would also like an explanation why I received the condescending and vindictive customer service from the Executive Customer Service Department.

I there class action lawsuit going on? Sign me up.
Tired of being pushed around

Hi, my Samsung Plasma TV 50 inch, developed the same problem. It is just 2 years old, unfortunately I did not purchase an extended service plan on it. Warranty over. I tried monkeying around the ribbon cables as you have suggested but to no avail. Any suggestion. I might have to dump that stupid thing in recycle depot. Pls help if you caould. My product code is PN50B530S2FXZC.

Don't worry about it...I fixed it myself!

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I am having the same problem with my TV, and I'm thinking about changing the y buffer board which is the long board on the left hand side of the TV. I am weary of taking this measure, because if it doesn't work, I'm out the money, and there are a few other boards that could be causing the problem.

Did you change the y buffer board or something else?