Originally Posted by shishghate
You need to get the tech to mark it unrepairable. Until he or she does that you really won't get anywhere with Samsung.
Ah, yes, that is the key. With my 5271 running 1013 firmware, I see stuttering from my TWC HD cable whether SD or HD source, from my Samsung BD-UP5000 player whether DVD or Blu-ray, etc. As the stuttering isn't always repeatable even when playing back the same scene, it took some time to capture the problem. But I was able to finally DVR a show that would duplicate the stutter pretty reliably.
Since then, I've had three service calls. When I show the techs the DVRed show, they go, "oh yeah, see that?" I've had the main board and FRC board replaced. Then even had the entire panel replaced (I tried to "guide" them that it wouldn't fix the problem, but you know those techs know more than we do). Then, even though the *exact same tech* saw the *exact same issue* after all the parts replacement, now he says the TV is working fine. He said things like, well, some things don't need AMP, and if you use it on something that doesn't need it, then it could cause problems, so I should turn AMP off.
Samsung ECR goes by what the service center says, so they just see "TV working, operating within specification" and say they cannot do anything. I've pointed out the repair progression as I've outlined above, but to no avail. I've escalated to ECR management & have no repsonse from them in over three weeks (I've called in numerous times for an update). I finally did get ECR to open another call with a different service company for a second opinion. We'll see how that goes.
Since my original call was placed back on 6/19 (yes, that's right), I was almost ready to drop it (I think that's what Samsung "escalation" means -- wait it out until the customer gives up). BUT, even my 4 year old son will tell me, "Dada, the TV is funny again". Don't mess with his TV!!
So back to the key as pointed out numerous times in other posts -- if the tech cannot do anything more to fix the TV, don't let them call it "working ok" or say "that just how those TV's operate" or "well, then, turn AMP off"! They must note it as unrepairable. Of course, if you end up with a tech who thinks they can fix everything & if they can't then it must mean it's working, well, then good luck.