Samsung DMD board replacement - Page 24

There is a facebook group page for this as well, reposted the link to the new dropbox account for the manual on it.
https://www.facebook.com/home.php#!/groups/76261763079/

After reading all helpful posts on this thread, I went with the easiest option and called 1-800-SAMSUNG. As soon as I told them the model number (HL-T5075S)
they told me they would fix it for free, they didn't even bother to confirm my serial number until later in the conversation.

It was less than a five minute phone call, with no hassle. Thanks to Samsung customer support and in particular, the fine helpful folks on this thread.

Last night I remounted the DMD heat sink on my HL61A750A1F using AS5. Since the factory installed thermal pad was paper thin, it did not lead to any spacing problems.

Comments:

The factory thermal pad was terrible at conducting heat. Before pulling the heat sink, I was curious to see how warm it got after a minute of on-time (fan detached). The heat sink stayed at room temp_horrible. Then after remounting with AS5, there was noticeable warm-up of the heat sink almost immediately. I highly recommend getting rid of the junk thermal pad...it's worthless.

If that wasn't bad enough, the heat sink itself is made of cast pot metal (zinc alloy). ...Nowhere near as good heat conduction performance in comparison to aluminum or copper. You would think that the DMD chip (being such a critical and expensive component) deserves a better cooling solution than that?

True that the DMD seems to be a very low-wattage IC, but under the right conditions I'm sure it can get rather hot. Reports of the numerous "stuck pixel" failures strongly confirm this.

I just wanted to chime in that I got Samsung to replace it at no cost using the email someone mentioned before.

Well, Samsung is hosing me.

I have a three year old HL61A750A1F (basically, the 62" DLP) purchased from Sears in the summer of 2008. A few months ago my wife (who doesn't watch much TV) turned it on and there were numerous white, and upon closer inspection a few black, dots scattered all over the screen. She didn't do anything about it because she was waiting for me to get home from my latest military deployment to take care of it.

So today, my first day home, I called samsung customer support at the previously discussed number. The person put me through some pointless "troubleshooting" and eventually put me on with someone they described as a "manager" with the executive division. This person said that because my model wasn't on the approved repair list I was not eligible for the free one time repair, and would have to pursue repair on my own.

I was super frustrated, but I've sent another email and am going to try to be persistent. I shouldn't have to drop $2000 or more every 2-3 years on a TV, and if that's what samsung wants me to do they can be assured the laptop, 2 computer monitors, and 2 tv's I have from them will be the last samsung products I ever buy.

I guess we'll see how it goes.

Anyone have any links to the tech manuals for the HL61A750A1F?

Any other HL61A750A1F owners experience the same failure and same poor response from samsung?

Thanks for any responses. Looking forward to getting this rectified, one way or another.

I had a good experience just emailing smsupport@sea.samsung.com as others mentioned.

After my negative telephone response I emailed that address. Had one negative response from "Jessica" via that email with the exact same info as the phone conversations (your model isn't covered, etc, etc). I asked that my request be elevated and she said someone should respond in 24-48 hours. We'll see what happens.

I have the exact model HL61A750A1F. Followed CNET forum suggestion of using facebook. Jessica negatively responded. Then I asked to elevate my issue to the Executive Customer Service Relations Department. Jessica said she is is in that branch and can't over ride Samsung policies. It is my hope by posting here, more HL61A750A1F owners will chime in so we can at least get SAMSUNG to re explore this issue. I know I'm likely dreaming after reading many internet resources on this issue. Also, it is probable that if this issue is rectified by Samsung It will be too late for me as I am now no longer a Samsung customer.

Exact same thing just happened to me. Here's my email response:

"Dear XXXX,

Your file was reviewed. We do apologize, other customers' cases have no bearing on yours and that we are following a strict guideline based on the research of Samsung engineers. We can refer you to a Samsung Authorized Service Center but you will be responsible for any repair needed.

Sincerely,

Jessica B."


I asked for contact info for higher echelon management in my reply. I didn't want to make waves or voice my frustration to this particular person (or account), but I'm pretty peeved. I buy lots of electronics, and any samsung product will immediately be put on my "**** no" list if this isn't rectified satisfactorily. I refuse to pay $500+ to have someone repair a TV that only cost me like $1700. I'd sooner buy the part myself and wing it.

Got this yesterday:

Hi xxxxx,

Once again, I apologize for the inconvenience with your televsion. What I can do is provide you with the corporate address per your request. The email address is Officeofpresident@sea.samsung.com

Happy holidays,
Jessica B.


So I emailed that address with all of my information. The only response I've gotten so far is spam from samsung about being signed up to receive product information (awesome). I also talked to a repair guy locally that samsung opened a ticket with (at my expense), and he said the part would cost $255.00, the rate for the repair would be $150.00, and the in-house repair (i.e. if i don't feel like dragging my 61" tv across the island) cost would be $95.00. That's all before any taxes or additional fees. He mentioned the part could end up being more expensive.

This entire process blows.

I have the same model except mine is the 67' version(HL67A750). I've gone through C-Net forum, their facebook/twitter support page, calling and escalating, nothing works. Rejection at every stop. I've created a thread titled white dot issue with the HL67A750 on C-Net. If you guys get a chance hop on over and raise your concern. We need to create more awareness of how Samsung is unwilling to stand behind their products.

Throw a link here and I'll head over and add my model/voice to the list.

Hey Sebastion,

Here's the link:

http://forums.cnet.com/7723-13973_10...;threadListing

Now just a quick update. I called Samsung and they transferred me to ECU where i spoke to a guy named Chaz. He said to have a diagonstic done by the local repair shop and have them document that it is in fact the white dot issue. Then call him back and he MAY be able to make some accomodations for me. He won't go as far as guaranteeing that they pay for the repair, but at least it's not a flat out rejection. Chaz also told me that the reason Samsung is not covering our model is because not enough of us have encountered the poblem and reported it to them. That's why it's so important to have this diagnosis and have it documented. Anyhow the extention to Chaz is 85174 if you want to contact him and be given the same option or at the least make them more aware of our model. Keep me posted, thanks!

s3basti0n

Check your inbox, i sent a private message. Need a favor.

Thanks,

Saw it, replied. Thanks for the heads up... I probably wouldn't have noticed it.

I am thinking about fixing up this Samsung DLP TV. I have no idea what the model number is but I have been told it has the white dots issue. How much is the part(s) to fix up the TV. The owner wants $150 but I'm going to talk him down to $75. Is it worth it?

No idea without specific model info, but the DMD chip for my TV would have cost me $250-$275 if I had bought it myself. Installation was a little more complicated than I would have been willing to do, after I watched the guy replace it. I might be able to do it now, but if I had tried without seeing him do it first it may have been bad.

Samsung may fix it for free if it hasn't been serviced yet and is part of a recall. I just called 1800 samsung and gave them my model and serial no's and they are sending out a tech to fix my white dot issue on my out of warranty 4 year old DLP.

Well It happened to me. My HLT5676S has developed the white dot issue . Tomorrow I'll be calling Samsung to see what happens. Been a great TV And I have lots of Samsung goodies.

I have been told the TV is not covered because it is a 2007 model.

Called Samsung and made it to level II . They will only repair it out of warranty at my cost. They said my issue (White Dots) is normal wear and tear as determined by their engineers. Tried to escalate to higher level but no luck. I think I'm up the creek without a paddle. Any thoughts???

I've been watching with interest...
I have the HL-T5076 and it just developed 2 spots in 2 days. I thought I posted here, but it was the Cnet forum.
Up until your post above I had my hopes up.

I haven't given up yet. I'm being real polite and non-threatening right now, but I have my limits. I'll fight it as long as I can, but I'm prepared to lose . Samsung will at leat lose a few thou from me and my family.

I'd be satisfied just getting the part.
I need to clean the mirrors anyway, due to unventilated kitchen cooking vapors.

Anyone have the Part# handy for the hl-txx76s?

is the black dot issue the same as white dot? is the dmd chip in need of replacement?

I have a HLT5687S and the screen is covered with hundreds of black dots (seems like the opposite but similar effect of the white dots)- Samsung has said "so sorry, normal wear and tear".....ya right.

anyone know? If it is the chip, i want to order and fix it myself.

thanks

I can add pics of my screen, if someone can tell me how to do that-

I've heard black and/or white dots. Don't think anything else could cause it. I still have 3 whites.

My understanding is that they have the same root cause: a bad DMD chip. In one case, the mirror is stuck on, and in the other case it is off.

thanks- that is what my research is telling me- just seems like there are so many more white dot issues than black dots. I will order the chip and do the replacement myself. the hell with samsung.

Hey Everyone, my tv is being done for free and its over 4 years old. HLS5665WX/XAC. I contacted Samsung via the 1-800 number and was shot down. Sent an email to Samsung and Jessica told me to contact Samsung Canada and gave me a link. Used that link and it was the same fricken 1-800 number. Called it again ,, was polite,, stayed cool,, quoted all the other threads,, insisted I wanted this resolved and they finally said " oh we just found that your model is eligible and this expires on Dec 31 so you called just in time" ( yea whatever ) They set up the service call,, gave me all the ref # and name of the service guys, I kissed their ass and told them how great they are and that was that. Stick with it,,, call back if you have to. nicholas3739@hotmail.com

I also had great service from Sansung too. I had an extended warranty for 4 years that expired last July. My set started to experience the white dots last November. Finally got around to dealing with it around Christmas time. Called the 800 number and was told my model was not covered and that my warranty was expired.

I was very polite and asked who I would talk to at a higher level position. They gave me the phone number for an executive service representitive. Got voice mail but left all my information, history and numbers. I was very polite and not demanding. I had also set up a service call prior and gave them that info too.

Next day I was sent an email from the exec service rep indicating that Samsung was going to cover the repairs provided that after repairs if the problem was not related to the DMD board I was going to be responsible for all costs.

Technician came this week and made the repairs. Set is back to normal again and I am very pleased with Sansungs response in this manner. Most companies would have blown me off.