Samsung DMD board replacement - Page 23

OK so the guy finds out the set has a "safety switch" that will not allow itto power, if the back is off the set...
I come home to find the picture is off center, and leaning to the left....SERIOUSLY WTF?!?!?? How, if you are the tech that is "Authorized" by Samsung, in the area, do you not check the set after you work on it? Now I gotta worry about him aiming the picture, and not checking the geometry after...

Update: Bad to worse...Dark scenes and transitions show blotchy "cloudy" areas...*sigh*

Just to reinforce the way to deal with this... I called the 800 samsung number, was told my hlt6189s that had white pixels was not covered under their plan. then asked for the executive number because thats what all the forums were saying... got connected and I will be scheduling a repair guy out this week... also responsible for the diagnostic time, but hey.. better than buying a new set!

thanks for the valuable info here!

For any of the guys that have replaced the board on their own...was it a simple procedure? My wife informed me that the guy literally had ALL of the guts for my set out on the living room floor. (May be the reason the picture is skewed, and there are large blotchy areas in dark scenes...go figure...) I'm not sure I want him back out to my house working on my set....

Just an update:

The samsung repair center contacted me within 2 business days after I called the executive customer relations 800# and set up a time when they can diagnose my television. The tech came to my house but realized he brought the wrong dlp chip and blamed it on the new parts manager they have at the store. I was pissed off so he promised that he will be back the next day with the correct part.

The following day he got to my house in the morning with the correct dlp chip and proceeded to disassemble the back panel of my television. There were a lot of screws, probably 25+ that he had to undo. when he finally got to it, he took the old chip and plugged in the new one. With the disassembly and reassembly he took a total of less than 15 minutes. Powered up the T.V. and no more dots. He also taught me how to change the lamp for when it's time so I don't have to call anybody and gave me the correct part number for it.

All in all, from when I called the 800# to when I got my T.V. fixed, it was around five business days. I didn't get charge a diagnostic fee. Nothing out of pocket.

Thanks for the great info on this forum!

Just call the executive customer relations number directly. Don't even mess with dialing 1-800-Samsung if you have this issue.

markez...can you give me the run down on the replacement? Did he have to remove all the parts? Or was it a matter of just popping in the chip?

He had to remove some parts. He actually had to work to get to the chip. There were countless number of screws, he took off the fan, unplugged some wires, took off a panel then exposed the chip. With my t.v. model, the chip was actually like the 4th layer in. I wish it was as easy as popping the panel and taking the chip out and putting in the new one.

He only had a power screw driver with a phillips head on it. Since he knows the procedure by memory, it only took him less than 15 min. If I had to follow a step by step manual, it probably would've taken me between 45min to an hour.

Well, after a long drawn out battle with the company that sent the service tech...I have found out that he ruined my set.
It was a fight, but I was able to get a hold of a very nice manager for the service company, who authorized a different tech. The new guy took out my Light Engine, and immediately noted a broken,screw, and missing spring for the dmd chip. This was the cause of the tilted picture.
He then found multiple fingerprints on the lens itself, and was very careful and diligent in cleaning it. He then noted a long scratch in the lens. He made careful notes of what he had found. I signed off on the work order, and he stated he'd be back in touch.
I emailed the manager yesterday, and today, received a response...They cannot get parts for my set.
This infuriates me to no end...I had made it clear from the beginning, that I didn't want some flunky working on my set...now I have a ruined set...that I had no intention of replacing until it died. The worst part is, I had replaced the lens a couple months ago, before the white dot issue, and it was like a new display...Unbelievable....

Called into the exec number directly, took my info, created a ticket. No charge. Thank you!

Just finished getting off the phone with Samsung. Called the executive # directly 800-522-7341. Took my information down. Have tech coming out to replace the chip free of charge. HLS5086

Sorry for all the troubles..... When these companies push professional techs out of the business, they wonder why they end up replacing sets.

I get more calls from customers with the same problems you have had. Demand service from qualified techs! May be if Samsung stopped cutting the warranty rates, they could keep qualified service centers.
Thanks,
Jim

Actually, that spring and screw missing will not tilt the picture. There are 3 screws that hold the DMD board in position. With those 3 slightly loosened, the DMD board will move in relation to the DLP chip. I can't remember with your model if it is backward or not, but if the lower left side of your picture is lower, then move the same part of the DMD up and it will center the picture.

Good luck.

Jim

Thanks to everyone who has contributed to this thread, especially Pez for posting the link to the manuals. My set was not covered since I got it used (should've ducked that question), but I was able to get the replacement part and swap it out myself. Took a chance on a generic part, but the pic looks great now. If any one else can't get Samsung to cover their set, and feel confident enough to swap out the chip, I recommend JFC4719-001981 from ued.net. I saved almost $100. My set is model No HLT 5675SX/XAA. It took me about 35 minutes, including cleaning out some dust bunnies. There are 10 screws to get the back of the set off, 1 DVI connector attached to the board, a heat sink, a stand off fan and a cover plate over the board, and 5 cables that all need to be removed, and 3 cables that do not (mercifully). 4 screws hold the plate on the board, 8 screws hold the board to the mount. 3 screws hold the mount in position, DO NOT TOUCH THESE. It will throw off the alignment. The chip mounts to the back of the board. Remember that fingerprints are bad. There is a thermal pad on the back of the heat sink. I scraped that off and replaced it with silver thermal compound (hope that stuff doesn't go bad, I've had it for years.) The chip itself is about 1"x2" Total cost was $120

Nah...that was the cause...(Well...I am assuming it is, I'm sure you know better than I...)
The 3 that are intact, are spring-loaded and in the correct position. The one that is broken, has no spring, and is on the side of the mis-alignment.









Thanks, Jim...
Where is Chesterfield? I am just across the border from Martinsville...Outside of Eden NC...
I really don't get it...I did demand a qualified tech, It was like they didn't hear me. The second tech was very thorough, professional, and meticulous...
I still love that set, but the good news, is, they are promising to replace it with a Sammy LCD...We'll see...

Chesterfield is just south of Richmond. I don't go to the far western parts of the state for service.

If you look at your first picture, there are 3 plastic covers, under those covers are the screws that adjust tilt. It is next to the broken screw that had a spring.

I had to run one without the spring, because a customer attempted this and botched the job. I made sure the other 3 weren't too tight, and it worked fine. From what I hear, if the spring loaded ones are too tight, it will cause the light bleeding in dark scenes. But I've not confirmed this.

I'm having the white dot problem after 4 years on an HLT-5076SX/XAA. This unit is not on the "list" but I thought I'd give it a try to get it fixed at no charge. As previously reported on this thread, Samsung will eventually cave on this problem as they did with me. Here's what I did---

Go to samsung.com, click Support, then click Live Chat Support. I chatted with Percy -- here's an excerpt of my transcript:

Percy: I'm sorry to inform you that this issue is not covered for this model TV.

Percy: Please let me know if this issue happens with all the source such as DVD or Blu-ray player.

Roger: Yes, it's on all sources

Percy: Thanks for confirming.

Percy: I am sorry, a physical diagnostic is necessary to determine the exact defective part on your device.

Percy: In this case, I recommend you file the service request from the link below:

Percy:

Roger: Seriously?? My TV is having the exact same issues as several hundred others

Percy: I do understand your concern.

Percy: However, I verified the database and found that this model TV is not affected with this issue.

Roger: Yes, I understand, but like I said, there are many, many, many others with my model number and other model numbers that aren't on the list that are having the same issues. See for an example as well as
(which is 400+ posts long)

Percy: Let me double check this information.

Roger: As recently as 7/1/11 a post reports that they called the "executive" number 800-522-7341, told them about the problem, and they set up a repair ticket at no charge...

Roger: See

Roger: This procedure has been reported many, many times throughout all these postings and also on facebook

Percy: Thanks for holding.

Percy: I'm sorry, I double check this information and found that this TV is not covered for this model TV.

Percy: However, I'll forward this case to our Executive Customer Relations department.

Percy: It's the right department to take an action in this regard.

I called the executive relations department this morning (800-522-7341), gave Felicia the "escalation" number that Percy gave me via the chat and she just set it up for repair at no charge by "extending the warranty". No questions, no hassle, no grief.

The moral of the story is to be polite and patient, but be persistant and don't back down. Samsung will cave, especially when you tell them about these websites with hundreds of others with the same problems.

White spots on Screen. After noticing white dots on My Samsung model # HL-T5076S and going on line and finding this two year old thread . I too called Samsung and go the word that My model was not covered in the fix . Then found this lastest info with Executive phone # 800 522 7341 . Bottom line is they are going to give Me a one time fix .
Thanks for the info guys !!!!

Number no longer works , refers u to 1 800 samsung. Any help for me. Model hl-t6176s

I have a Samsung DLP 56 inch tv, model number: HLT5676SX/XAA Version PH01. I have white dots at the bottom of the right bottom corner, but are quickly multiplying everyday. I have called Samsung but as reading all these other posts, no luck in getting it replaced or fixed. SO, what I am asking where can I purchase a DMD board to get rid of these white dots? Also, a technical manual may be helpful. Nothing on youtube for this, just the color wheel and bulb replacement.

report the problem to smsupport@sea.samsung.com.
I just got a reply from posting on their facebook support page about my HL-T5676S saying: If your unit exhibits white dots appearing on the screen on all sources and channels, Samsung will provide a one-time, free-of-charge, courtesy repair to replace the DMD chip only. If the service center determines the issue is not related to the DMD chip, you will be responsible for the service center's trip charge and the cost of any repairs performed.

I had the same white spots issue as other posters on my HL-5076S X/XAA which is less than 2years old and we had just apid $250 for a new bulb.

I followed another posters advice to do online help chat - They tried to indicate my model issue was due to normal wear and tear but I was quite insistent that I wanted Executive Support escalation - see therad copied below.

Long and short of it is that they esaclated - gave me an escalation id and promised a call back from executive support within 48hrs from the chat which was saturday morning Oct 15th.
Executive support called on sunday and said they would provide one time free replacement of DLP chip and a technican from area would call within 48hrs to schedule.
Technican called Monday - repair scheduled today - they came and replaced chip in 20minutes and TV is as good as ne - NO Charge.

Thanks to all posters that helped me follow this course to get my fix for free as we were almost at the point of shelling out fro a new TV.

Best of luck to other unfortunate SAMSUNG owners!

_-------------------



Kristy: 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. You can get back to Live Chat with the ticket LTK5640210407X anytime if you run into issues filing the service request. We are available 24 X 7.
Kristy: Please click the link below for filing an online service request.
Kristy:
Trish: This is a known problem with several hundred complaints on verious forumes and even a face book group
Trish: I would like an escalation number and the phone numberto executive support
Kristy: After extensive research and testing, Samsung has determined that on this particular model, the part failure is only due to normal wear and tear and not an epidemic issue.
Trish: well according to all the posts I read that is not the case. I even see posts as recentl as august to oct 2011 where the problem has been fixed free as a result of executive escalation on the same model and I want the same service
Kristy: I understand your concern, however we do not have any epidemic failures with the model you are using.
Kristy: Can I help you with anything else?
Trish: i understand that you are foillowing a script that you are provided as part of the service center and your response is exactly that of another agend in another service request transcript in a post that I have read this morning - none the less - the end result was that that customer was given an escalation number and the phone number to call for executive support
Trish: And I would like the same
Kristy: Please allow me to go through the inquiry.
Kristy: Thank you for holding.
Kristy: Would you mind holding a few minutes while I escalate the issue to the executive support?
Trish: No - I would very much like you to do that

I have seen those spring-loaded adjustment screws break because they were mis-threaded from the factory. But, if the three screws that are under the plastic caps are not loosened, the picture geometry should not have changed. They do not need to be loosened or even touched when changing out a DLP chip but some (techs included) do it anyway. Only the cap needs to come off and then replaced.

I just started having the white dot issue on my HLT5676 and decided to call into Samsung to see if they would remedy the problem. Customer service informed me that my model was not one of the ones included but they transferred me to Executive Customer Service to see what they would do. I spoke to a representative and they reviewed my case. They offerred to fix the dmd chip and labor . I don't have an authorized service center in my area that she could find and she said dispatch will call me back in 24-48 hrs with an option. I was curtious and asked if they would help me resolve my problem. I am thankful for this post on the board as I would have probably just tossed out the TV and purchased a new TV instead of investing hundreds in it. I love my DLP's as I have two. I bought one for my mom and hers only lasted about 2 years but it is a different problem and she can't afford to repair or replace :-(. I am glad Samsung is helping it's customer with an obvious defect with that component.

I started having the problem last week. started out with one white dot..it's now[as of last count last night] 9 or 10. there's a flickering spot in there that I'm waiting for, to go white. I'll be calling Samsung today. After reading this thread, and some of the problem I had with them with my cell phone that left me without a cell phone for a fracking month last month. I'm just going to jump and call the executive number. My tv is a HLT-5075sx. I purchased back in september 07. Wish me luck boys.

Oh several people mentioned replacing their lamps/bulbs? I've been blessed in that. I just had mine replaced last year after 3yrs. The tech who replaced it was stunned. I had over 15000hrs on that bulb. He said "Man that's amazing. These bulbs generally die out after only about 5000hrs as a general rule. It's certainly the longest running time on a bulb I'VE ever seen." Lets hope I get almost the same amount of time on it's replacement.

I dialed the Exec number 18005227341 and got an automated message saying that if I needed assistance to please call the 1800 Samsung # . this doesn't bode well.

Called the 1800 samsung # one time fix free. Now I've got to wait somewhere between 24-48hrs for the call. Thanks for all the info guys. it was awesome they didn't even argue about it.

Is there a direct number to a line that is aware of the issue since the Executive number no longer works?

I have the same white dot issue. Is the best way just to contact 1-800-SAMSUNG and go through the discussion with someone? Prefer not to haggle with them to fix the TV but will do so if needed.

Don't think so...I just went through the 1800Samsung number said...I'm seeing white dots...and they're multiplying. which to me just SCREAMS the DMD. Now what are you going to do about it."

They asked for name address, serial number off the TV...came back and said they'd fix it..but if it was determined that the chip wasnt the cause I'd have to pay. I said..fine.

Thank everyone who has posted on this topic for the last 6 years! My 4 YO DLP went out recently with the "Starscape". Thanks to everyones great info, I contacted Samsung via E-mail Sunday night, and by Friday afternoon the stars were gone and I could use my TV again happily! The repair took 12 minutes, and the repairman was here for 17. He told me that this was his third repair of the same problem that day. Heyr is a copy of my correspondence with Samsung over the event:


From:]
Sent: Sunday, November 06, 2011 5:57 PM
To: SM SUPPORT
Subject: DMD Chip replacement for HL-T5076S DLP TV

After extensive research and visits to various threads and facebook sites, I found that I am experiencing the same problems that thousands of other people are experiencing with their DLP TVs. I am experiencing the infamous multiplying white spots on my picture screen, and would like to have it resolved in the same manner as everyone else I have talked to and heard from. From everything I have seen, Samsung is replacing the DMD Chip as a one time , free of charge, courtesy repair. I would appreciate it if this could be escalated up to the executive support division to facilitate this repair.
Thank You,


From: SM SUPPORT
Subject: RE: DMD Chip replacement for HL-T5076S DLP TV


Good morning!

Thank you for reaching out via our Facebook page. We apologize for any inconveniences with your television. If your unit exhibits white dots appearing on the screen on all sources and channels, Samsung will provide a one-time, free-of-charge, courtesy repair to replace the DMD chip only. If the service center determines the issue is not related to the DMD chip, you will be responsible for the service center's trip charge and the cost of any repairs performed. Do you consent to these conditions?

If you do please verify your serial #, address and phone #.

Cordially,
Jessica
@SamsungJessicaSamsung Electronics Social Media Support Team
Follow Samsung Support on: Facebook Twitter YouTube



Thank you for responding so quickly. I do appreciate that. I will accept your conditions, and am excited about having a snow free picture on my TV. I have had very good luck with Samsung products in the past, and your response has just enforced my confidence in the Samsung brand.
Model # HLT5075SX/XAA
Serial #
Version PD01
----- Original Message -----

The E-mail addres was smsupport@sea.samsung.com

Ok an update to my issue.

I contacted Samsung through their Facebook page, Samsung Support. Within one day I received a response to my message, offering a one-time replacement of the DMD chip, free of charge. It appears that they are willing to fixed this issue for no charge if it is indeed the DMD chip.

Tech is suppose to come out this week to replace. Hope it all goes well.

Update: they came and fixed it last night. no problems. jesus christ the dust build up inside the case was obnoxious.