Originally Posted by Adamg (Ret-Navy)
************Update 14 Aug 2009*****************
Well the Samsung local Technician arrived today. Once I explained the dark corners and flash lighting issues he said I can't fix this set. He went on to explain that this is a latent defect in this model TV. He has tried on previous sets to remedy this and no matter what he has done it can't be fixed. He said some people notice and most don't. Has to do with how they designed the Edge Light dispersion. It seems the light waves are building up in the corners and not getting properly dispersed. Something like that. Please don't call me on technical details. I am doing the best I can to recall his exact wording when explaining to me the issue. I did ask him to document this for me and he said he would have the Home Office send me a copy of his findings. He was resistant to give me anything in writing when he was here.
He never broke out tool one, or even touched the set to do any adjustments. Now I am waiting for him to get back to his office so he can update the Samsung service system with his findings. I will call Samsung directly to see where we go from here once I know the computer system has been updated.
I will report back when new information is available.
******************Update 15 Aug 09*****************
After many hours and transfers, hang-ups and disconnects on the phone with Samsung Customer Support I was finally offered a trade in. As an interesting side note. I was transfered to their Executive Customer Support Team. I guess these are the folks who have the authority to make actual decisions, as everyone before them could not. Once I made it to this level of Customer Support at no time did they argue the "Latent Defect" issue with the 8000. I expected them to argue this point but they did not. Perhaps they are aware of this problem.
I was offered two options for trade. The rest of our conversation was via email exchange.
I won't post what Tv sets they offered, only to say both were worth many hundreds of dollars less than the 8000. One fo the sets is worth half what I paid. I requested two different sets, that I would accept as trades, both from their Plasma line. I was told they don't have either in stock. I felt pressured to settle for one of their original offered sets. Again, if I chose either of those, I would be making a major trade down in quality and technology. Not to mention value.
I refused to take "One of the sets they had in stock" I mean this is Samsung right? I asked "Can you order the set I want, I am willing to wait for it?" The reply was amazing to say the least. I quote. " We are Samsung it's not as simple as ordering you a unit, we have to wait on the production of more units. We have none in stock."
I also asked if I do accept one of the lower and cheaper units in trade what happens to the money value difference? I never received an answer to this question. It remains to be seen how this will be handled, but the lack of a reply to my question makes me doubtful I would get any type of refund.
At present we finally reached an agreement to wait a week or two and they will check inventory again to see what may or may not be available???
I am not optimistic that this is going to produce a fair and reasonable outcome. This is Samsung and they can't order a set from their own factory?
As before I will post any updates when I have new information to share.