Advice from the forum! (venting about Samsung) - AVS Forum | Home Theater Discussions And Reviews
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post #1 of 2 Old 09-06-2012, 04:39 PM - Thread Starter
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HI All,

I have a problem that I know is not unique, but was hoping to solicit some feedback from the forum.

I have a Samsung HL67A510 that I have had for about 4 years. It is of course out of warranty and the color wheel is now shot. This was confirmed by a visit from an authorized Samsung repair person who came out to the house and took the unit apart.

The color wheel itself cannot be located anywhere according to Samsung. This happened in June and I have been going round and round via email and voicemail with Samsung ECR department.
I finally was able to talk to someone live (after 2.5 months). Samsung has told me that they are supposed to have parts on hand for up to 5 years for TV's. They do not have the color wheel part (about 120$) but do have the light engine assembly (1200$)

Some of you probably know where this goes next. Since I only need a color wheel, and Samsung doesn't have the color wheel, my only option for repair is the light engine, at about 10x the cost that I need to spend to make my TV work.

Samsung has told me (twice) from two different ECR supervisors that there is nothing they can do for me. Since the light engine is available, they wont cover it (or part of it) because there IS a part that has the part I need. Since there r is a part out there, they cant/wont do anything. The system wont allow us to do it, it will get rejected, blah blah.

So using a car analogy they are saying that if my water pump went on my car, and I could no longer drive it, I need to get the entire engine replaced because they no longer have water pumps, but they do have engines, which have water pumps in it.

So bottom line for me is to either spend 1200 to fix a 4 year old TV or junk it.

I am really, totally shocked at two things,

1. Samsung's unwillingness to help out in the matter. I was willing to spend more than the color wheel, offering to split the cost of the light engine. No deal
2. That I am going to have to put on the curb a 4 year old TV

I know how big companies work, I am not naive nor is this my first TV. What I dismayed over is the unwillingness to help me out. I know about process and procedures, but a loyal customer with 2 other DLPs (one LED) and a blu ray player as well, and they don't care. No effort to apologize or offer something else. Just flat out nothing we can do. I know systems can be overridden and from a human (personal) level I have to beleive something could be done if they really wanted to

I am sure others have been down this road before, any thoughts or experiences would be appreciated. It actually feels good just to vent my frustration.

I tell you this though, obviously losing me as a customer doesn't faze them, but being the tech geek for a large family (and friends) plus the 1600 people at the company I work for, I will make it my duty in life that whenever possibly, I educate people on the horrors of dealing with Samsung and if possibly make sure they never purchase from them, I know I will cost them a few dollars more than what they could have done for me.
Again not going to make a damn bit of difference to a multi-billion dollar corporation, but will make me feel better!

Thanks for listening I sorta kind feel better, although as I write this, I am staring at my dead 67" TV and am sad that I will have to toss it.
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post #2 of 2 Old 09-06-2012, 07:06 PM
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did it shatter?
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