Samsung forum: Samsung white dot repair cost

I have a Samsung HL-T6187X/XAA with white dots also. Case # 2112210836. I called the 1-800-samsung line and was told it is "normal wear and tear" to have the white dots. I asked to speak to a supervisor and was given the same song and dance. The only thing they would do was have a Samsung tech do a service call to fix the problem at my expense. She did say that if it couldn't be fixed they would replace the tv. My father was in the tv repair business for over 50 years and I know any tv can be fixed even if you have to replace everything in the box. So much for that line. When I asked to speak to her supervisor, she said there was no one else above her. I guess Samsung has their CEO answering the phone now. I am really disappointed in the company for not standing behind their product. It is clearly a faulty design and they should recall it. I was not even given the choice of a free part. Any one running into the same run around about your model is not on the list? Same problem so doesn't make sense.

macombvan,

If you'd like to have your case reviewed, the best I can do here is refer you to the Service Issues thread here:

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

Unfortunately, any further clarification would have to come from the service department.

--HDTech

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

I understand what they sent me, but my question is why isn't the labor covered also. I have read over hundreds of complaints about the same white dots appearing on the same tv that I have and it looks like you were able to help get the repairs taken care of at no cost to the consumer. This is obviously a defect that they are aware of so why not make it cover all defective tvs. When i contacted the repair shop they referred me to they told me it would cost $185 plus tax for labor alone.

That's one of the best quotes I've seen so far. I've seen it as high as 500 and in the low 200's.

The "Why?" part of your question has a few answers but I don't want to upset you.
Bob

The answer to the "Why" question appears to be because they stopped covering the total repair cost at the end of 2011, unknown to me. I found that out when I placed a call to the 1800-samsung number today and asked for a Executive Customer Rep. I was placed on hold and hung up after 30 minutes. Called back and ended up talking to a Technical Spec who also told me the coverage ended on 12/31/2011. When I asked for a ECR he said "they have closed for the day due to a high volume of calls" and that I should get a call back in 24~48 hours. He said they will send out a new DMD chip for free but I have to use a SAMSUNG Authorized Service Center to have it installed. I asked if it the chip could just be sent to my home but that is not an option, even though the TV is no longer covered.

Unknown - (Sorry, I know you have a name, but the site is giving me "unknown" as your name - CNET is working on it.)


There's a core charge for the part, is probably the likely reason, and the technician dispatched would have a protocol for parts and reimbursements.

I can't address what was said on the call - since I wasn't there. But they've set up a program to assist people, even though it isn't free, "cheaper" is still better than "sorry, out of warranty".

--HDTech

Online Brand Ambassador

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

After finally speaking to a ESR today I was told the chip will be the only thing Samsung will cover, no labor costs, they wouldn't even entertain covering it. The "courtesy chip replacement" will end in June of 2012. So now its time to decide if its worth the $200+ labor cost to have it repaired or save the $ for a different type of TV. Especially knowing that the Bulb will eventually go out...

I contacted Samsung about the white dots and was told this unit is not covered either because it is not part of the recall/service. So now what? I have to pay to have bad chips replaced, yes thats CHIPS because we have (3)THREE different Samsung DLP's models all doing this. Ticket #2111624769 is for the above mentioned model. Thanks Ron

Did you try contacting them through Samsung's Facebook Page? It seems weird to me to have to use Facebook for repair issues but it did generate the fastest response. Also the deadline for the Chip replacement is June 2012.

Your post was difficult to read but did you notice that they didn't tell you that there would be no failures of the item under discussion. Just that some sets failed sooner than the rest.

Something to ponder.
Bob

I wonder if they would ship the chip to your house and we could then change it out avoiding the install cost.

I asked them the same question and they said they will not ship to your home. I was told I had to use a authorized Samsung Service Center. So it looks like you end up paying Samsung for the labor too. I was quoted around $200 and from what I've read it takes about 20minutes to switch the chip???

The service folk spent time in transit. That adds to the service cost. To really drive the cost down you would take it to their service facility.
Bob

If I take the TV into the service center myself they will reduce the cost by $20. Looks like that's what I will be doing since the service center is in between my home and work.