Also white spots, phone and live chat, no help.
I too have been getting the dreaded White spots on my hl-t6187s for the last month now. I called Samsung and got elevated to ECR, however they gave me the same response, your model isn't determined to be at the higher failure rate as others. So I tried this chat option and the person is giving me the same line. What a hastle!
Please wait for a Samsung Agent to respond.
All Samsung Agents are currently assisting others. Thanks for your patience. A Samsung Agent will be with you shortly.
You are now chatting with 'Juanita G'. There will be a brief survey at the end of our chat to share feedback on my performance today.
Your Issue ID for this chat is -------------
Juanita G: Hi, thanks for reaching out to Samsung tech support. How can I help you today?
Brad: Hello, I am having issues with White Spots on my DLP TV.
Juanita G: I am sorry to know that there are white dots appearing on the screen of the TV. Let me help you with that.
Juanita G: May I know the model and serial number of the TV?
Brad: HL-T 6187SX/XAA
Juanita G: Thanks for the information.
Juanita G: Does this happen on all inputs (like DVD and cable box)?
Brad: yes, input source doesn't matter
Juanita G: Does the same issue happens on menu screen?
Juanita G: May I place you on hold for few minutes
Juanita G: ?
Juanita G: Thank you.
Juanita G: Thank you for holding.
Juanita G: Please try resetting the picture to it's factory settings as mentioned in the steps provided from the link below to fix the issue:
Juanita G: http://www.samsung.com/us/support/SupportOwnersFAQPopup.do?faq_id=FAQ00022334&fm_seq=22502
Juanita G: Is the link above accessible?
Brad: It is, I have already attempt this and it didn't fix the issue.
Juanita G: As we performed all the troubleshooting steps and issue still persists, the device needs to be serviced. Let me provide you with a link where you can file an online service request.
Juanita G: Please visit the link below to file a request:
Juanita G: http://www.samsung.com/us/support/service/request
Juanita G: You can get back to Live Chat with the ticket ID --------------- anytime if you run into issues filing the service request. We are available 24X7.
Brad: I am aware the TV is out of warranty, however I have read about the issues related to the DLP chip being faulty and am I expect Samsung would be willing to replace the chip free of charge if that is in fact the cause of the issue.
Juanita G: Our engineers have determined that after a certain amount of use, parts may fail and need to be replaced as a result of normal wear and tear, not an inherent defect.
Brad: Even if I had the TV on 24/7 for the last 3 years I've owned it, that wouldn't be enough wear and tear to result in this.
Brad: I might expect something like this for a $600 TV, but not from Samsung and not for $2000.
Brad: This is the reason I had purchased Samsung components in the past at a premium.
Juanita G: I understand your concern. I am sorry; as the TV is out of warranty, repair charges needs to be paid to get the TV serviced.
Brad: I've also read where numerous people are able to get Samsung to agree to cove the cost of the chip, if that is determined to be the issue. So I don
Brad: Don't deserve the same offer as other customers?
Juanita G: After thorough research, it was determined that only specific models exhibited a slightly higher-than-normal failure rate. Although your TV has similar symptoms, research indicates that this is due to normal wear and tear.
HD_tech any help you can provide here?
Was this reply helpful? (0) (0)