Cracked 64" inch Samsung Plasma *Please Help* - AVS Forum
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post #1 of 6 Old 02-28-2013, 12:12 PM - Thread Starter
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I have a 64" PN64D7000 Samsung Plasma TV that is about 13 months old (just outside that magical 12 month window)

Yesterday, I woke up to watch the news as I do every morning and my TV wouldn't turn on. So I went in closer to inspect, and there is a crack in the TV



So, my TV won't turn on and there is a crack and Samsung has told me that it is accidental damage and there is nothing that they can do. It's just my wife and I in our house, and no kids etc. The TV hasn't moved since the day I bought it/installed it.

I know there are a few other threads with similar issues, but I am just hoping to find out there is some sort of solution for this issue other than buying a new TV.

Thanks for any help and suggestions!
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post #2 of 6 Old 02-28-2013, 01:27 PM
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Sometimes an internal component behind the panel can suddenly fail with enough force to crack the delicate panel glass from behind, but proving that failure is what caused the glass to break is difficult, and Samsung's stance is usually to blame the customer for "external damage", even though nobody actually touched the TV. Trying to prove that that star crack in your glass was blown outward from the inside out and not an impact from the front is usually beyond the expertise of their repairmen. Take a piece of paper and use it as a straight-edge gauge to gently see if that star crack is raised higher than the surface of the glass. If it is, that's a good indication that it was blown out from behind. One guy i was helping a few years ago was able to prove to Samsung that the glass broke OUTWARD as the cracked area was raised up, which would not have happened if it had been hit by something impacting the screen (would have cratered inward). Whatever you do, don't press that hump downward as it's evidence of an internal failure. And hopefully there is a board or power supply etc that's located directly behind the cracked area and if so, it's probably blown or fried so that's also another piece of evidence in your favor.

If the TV is still under warranty, i'd contact Samsung's authorized repair center directly and discuss having it properly diagnosed by their most knowledgeable technician. They have more pull with Samsung, and they also have a vested interest in proving that it was caused by a sudden internal failure since they get paid by Samsung for repairing the TV. Sometimes they can help push such a repair through if they're interested enough and capable enough to actually determine to the real cause of the crack and prove it to Samsung.

But Samsung's historical company line is deny, deny, deny so be ready for a battle.

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post #3 of 6 Old 02-28-2013, 01:37 PM
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The other thing about "internal" vs. "external" cracking is that on internal cracking the actual fractures will be behind the glass so that you won't be able to feel the "valleys" of them. You can feel the crack either way, no matter how it was cracked and it might not be different on the two sides, but it might be if it exploded from the inside.

I'd take some more detailed pictures without trying to upset the surface. If you really believe it is cracked from the inside, the outside should look smooth and the inside should give the sense of "impact" even if that impact was nothing more than a pressure wave from a component explosion.

The fact you can't turn the set on at all suggests there is a component fault, although I agree with Randy that Samsung will blame that on the impact, however unlikely.

There is no difference in HDMI cables. If you can see the picture without visible dropouts or sparklies, the cable is working at 100%. No other cable will display a better version of that picture. You're simply wrong if you think there is a better digital cable than one that is already working. (Oh, and plasma didn't die because of logistics problems, nor does OLED ship in big boxes because it comes from Korea.)
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post #4 of 6 Old 02-28-2013, 05:32 PM
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Randy hates Samsung. No need to listen to his BS.

Call for warranty repair, they can take the back off and see if something inside has "exploded" and could have caused that break.

If you have kids though, I wouldn't waste my time. That's definatly an impact crack.

Samsung has fixed stress cracked screens. But that is definatly an impact break.
Quote:
Originally Posted by RandyWalters View Post

Sometimes an internal component behind the panel can suddenly fail with enough force to crack the delicate panel glass from behind, but proving that failure is what caused the glass to break is difficult, and Samsung's stance is usually to blame the customer for "external damage", even though nobody actually touched the TV. Trying to prove that that star crack in your glass was blown outward from the inside out and not an impact from the front is usually beyond the expertise of their repairmen. Take a piece of paper and use it as a straight-edge gauge to gently see if that star crack is raised higher than the surface of the glass. If it is, that's a good indication that it was blown out from behind. One guy i was helping a few years ago was able to prove to Samsung that the glass broke OUTWARD as the cracked area was raised up, which would not have happened if it had been hit by something impacting the screen (would have cratered inward). Whatever you do, don't press that hump downward as it's evidence of an internal failure. And hopefully there is a board or power supply etc that's located directly behind the cracked area and if so, it's probably blown or fried so that's also another piece of evidence in your favor.

If the TV is still under warranty, i'd contact Samsung's authorized repair center directly and discuss having it properly diagnosed by their most knowledgeable technician. They have more pull with Samsung, and they also have a vested interest in proving that it was caused by a sudden internal failure since they get paid by Samsung for repairing the TV. Sometimes they can help push such a repair through if they're interested enough and capable enough to actually determine to the real cause of the crack and prove it to Samsung.

But Samsung's historical company line is deny, deny, deny so be ready for a battle.

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post #5 of 6 Old 02-28-2013, 07:30 PM - Thread Starter
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Thank you guys for the advice, it's really appreciated. My wife and I don't have any kids, so it's just us in the house. I'm really at a loss as to what happened. I've broken lots of electronics in the past by dropping them (laptops etc.) So I would definitely own up to breaking it if I did. But this one hurts the most because I honestly don't know what happened.

Thanks again for the advice!
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post #6 of 6 Old 03-01-2013, 08:32 AM
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Quote:
Originally Posted by David_B View Post

Randy hates Samsung. No need to listen to his BS.

And you love Samsung and defend them to the death even in the presence of overwhelming evidence of wrongdoing. I don't hate Samsung, but they seem to hate their customers. You have been under your rock for 3 weeks and only came out to jump into this thread and stand up for your beloved Samsung company and insult this poor guy who, like scores if not hundreds of other Samsung owners, had his screen crack all by itself through no fault of his own.

I didn't post BS - i stated a few facts about Samsung's historical stance on this issue and gave the OP advice on how to pursue it further. He needs to determine if there is a board directly behind the cracked area, and needs to get Samsung or their puppet repair center to investigate the true cause of the damage instead of just calling him a liar. If anyone here is posting BS, it's you.


Quote:
Call for warranty repair, they can take the back off and see if something inside has "exploded" and could have caused that break.

Try reading his post before jumping to Samsung's defense. He already called for warranty repair, and they accused him of breaking the glass. That's what they do to everybody who has this happen to their TVs. Their repair men usually check the glass and immediately tow the company line and claim that it's an impact without taking the back off to investigate further. Of the scores of posts i've seen from other victims, i think i've seen only one post where the repairman actually went the extra mile and took the back off and indeed found that a board popped and that must have cracked the panel. The rest of them didn't take the back off because they would then find the real cause was from a board defect and they can't have any of that now, Samsung would then actually have to step up and repair the TV. But they don't and they won't. They see the crack and immediately claim external damage, without even entertaining the possibility that a board failure is what actually may have caused it.

Now if they were to remove the rear cover and test the boards and see no evidence of burned or exploded capacitors then i could see how they'd think that the customer damaged the TV, but to just check the crack and not remove the back to rule out a board failure borders on criminal activity. They're literally stealing from their customers by sticking them with a broken TV that they didn't break.

Quote:
If you have kids though, I wouldn't waste my time. That's definatly an impact crack.

If you'd actually read the OP's post instead of being blinded by Samsung love you'd see he said that he doesn't have kids. But even if he did have kids how can you claim that's definitely an impact crack? Tons of people have posted that their screen spontaneously cracked while just sitting there watching TV. That's much different than the posters who say their kid threw something at the TV. You, and Samsung, seem to like to accuse owners of lying about how the damage occurred while not being interested in getting to the truth.


Quote:
Samsung has fixed stress cracked screens.

But this isn't a stress crack so that has nothing to do with this thread. And even then, they would still blame the customer. I think stress cracks are extremely rare, but star-shaped impact cracks like the OP has are rampant. You'll come back and say they're not "rampant" but the proof is in the number of people who have posted the same thing happening to their TV.


Quote:
But that is definatly an impact break.

Yes it is, but the impact was most likely caused by a sudden failure of a component behind the panel that cracked the glass from behind, probably when he turned it on to watch the news. He said he didn't crack the screen and i believe him, just as i believe the scores or even hundred of other Samsung owners that have had the same thing happen to them where Samsung has accused all of them of breaking their own TVs. So are you saying all these people are liars?


If folks want to know why i don't like Samsung, it's because the company has no honor. Aside from my very bad experiences with their poor build quality (PC monitor, an LCD TV, Laser Printer, Cell Phones, my SIL's $3,000 refrigerator, etc) and their poor customer service and reluctance to repair or replace their product in a timely manner, they also accuse their customers of breaking TVs then voiding their warranty.



Here's some heartbreaking proof of their company line:

http://www.avsforum.com/t/1330304/samsung-plasma-internal-crack-and-samsungs-response-ongoing

http://www.avsforum.com/t/1196484/samsung-plasma-cracked

http://forums.bestbuy.com/t5/Manufacturer-Warranties-and/Samsung-51-Internal-crack-Geeks-Best-Buy-or-Samsung-wont-cover/td-p/632570

http://forums.cnet.com/7723-13973_102-524375/cracked-internal-screen-on-new-samsung-plasma/

http://forums.cnet.com/7723-13973_102-340997/internal-crack-on-my-tv-panel/

http://forums.bestbuy.com/t5/Manufacturer-Warranties-and/Samsung-59-quot-3D-Plasma-TV-Cracked-Screen/td-p/485581

http://forums.cnet.com/1770-5_102-0.html?query=samsung+cracked+screen&tag=srch&searchtype=forums

http://forums.bestbuy.com/t5/Manufacturer-Warranties-and/Buyer-Beware-Samsung-59-quot-3D-Plasma-Cracked-Screen/td-p/605882

http://www.complaintsboard.com/complaints/samsung-7000-series-50-inch-plasma-tv-tualatin-oregon-c433744.html

http://www.youtube.com/watch?v=LqWAhPA4JPw

http://forums.cnet.com/7723-13973_102-559530/still-an-internal-crack-problem-on-samsung-plasma-tvs/

http://www.overclock.net/t/1117527/plasma-screen-crack

http://forums.consumerreports.org/n/pfx/forum.aspx?tsn=1&nav=messages&webtag=cr-tv06&tid=3822

http://www.forums.bestbuy.com/t5/Manufacturer-Warranties-and/Samsung-51-quot-plasma-internal-cracks/td-p/544068

http://www.avsforum.com/t/1130304/samsung-42in-plasma-warranty-joke

http://www.youtube.com/watch?v=ZfM4KpsbbFw

http://www.avsforum.com/t/878176/anyone-else-have-samsung-plasma-defective-replacement-problem

http://www.planetfeedback.com/samsung+electronics+america+inc/reliability/samsung+tv+-+internal+cracksamsung+wont+replace+/329844

http://www.avsforum.com/t/808531/samsung-s4253-plasma-screen-crack

http://forum.blu-ray.com/showthread.php?t=187169


Astounding that someone can defend such a company. Need i say more?
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