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Samsung DLP "White Dots" FOC repair qualification - Page 3

post #61 of 95
Hi,

I see you had to repair TV yourself.

In event Samsung won't repair my TV. can you give me instructions on how you repaired yours ?

Thx... Much appreciated !

;-)
post #62 of 95
I bought my Samsung, model number HL67A750A1F, in Dec. of 2008. White dots started appearing about 3 weeks ago. As of today, 6 dots. I've contacted Samsung over the phone, and submitted a ticket through their Facebook support page. Same response from both - my set isn't included in the list of affected TVs, it is "normal wear and tear." In other words, they aren't willing to support their DLP sets anymore since they have moved on to flat screens. I don't believe for one second that several models, manufactured within a couple years of each other, all displaying the same problem, are NOT sharing the same defect. And the TV repair shop that they reccommended to me, whom I will have to pay out of my pocket, wants $85 just to walk through my door, and will not give any estimate of repair costs over the phone. I guess I'll have to try working my way up the phone support hierarchy and see if anybody at Samsung still cares about their product reliability and customer service.
post #63 of 95
This sucks! I just discovered my first white dot yesterday. I called Samsung even got to the executive team which is higher level CS and per "corp guidelines" only certain sets are still covered under warranty. Unfortunately, mine isn't one of them so I have to come out of pocket.

Sucks because I just bought a brand new Slim LED and its holiday time, so I really don't want to have to spend anymore money on a set I have only had for about 3 years. Like Kevo, I don't really want to drop a hundro to get a quote. Is this at all fixable without using a 3rd party who rapes you just to get in the door and then further rapes you to install a part at 100x cost?
post #64 of 95
FYI - I have called a few times. Tweeted and even had a convo via Facebook. Nobody wants to help. They're smug in their response and after doing a few hours of research its without a doubt a Samsung issue that should have been resolved. DMD should be replaced for every set that needs it. My TV was made in 2008 but I didn't buy it until late 2009.

There has been others thread showing how Samsung has helped out those like us. I just wish they were consistent and considerate. They're smug, dismissive and could careless.
post #65 of 95
After numerous calls to various Samsung reps, including their "executive level" ones and the dismissive, smug response from Samsung Support (Facebook/Twitter) I decided to send an informative and professional email to Officeofpresident@sea.samsung.com and to my surprise a day letter a woman called me to tell me they will be taking care of my issue free of charge. She was not only extremely friendly, but unlike the others, she wanted to help because she took time to truly understand and rationalize.

Moral of the story, never give up and NEVER deal with people who aren't in a position to help.
post #66 of 95
I have white dots and black jumping 'rice' all over the screen.


post #67 of 95
Yes, I am with you on this one. I plan on contacting Office of President@SEA.Samsung.com with a complaint. I own a 61' Samsung HDTV DLP (HLT6189SX/XAA at 2 years it started to get white dots all over the screen (a known issue for SOME televisions said the Samsung Rep but NOT MINE of course) They WANT ME to PAY the $600.00 for the repairs - I called 1-800-SAMSUNG Got a load of crap my model doesn't qualify and besides it's outside the warranty period. THIS IS A LOAD OF CRAP - If YOU KNOW you have faulty merchandise that people spend a lot of money on you should replace it period. There is a Class Action Settlement for certain Models I will not settle for no when there is a known defect and they selectively choose which ones to repair.
post #68 of 95
Quote:
Originally Posted by Jason Gloss View Post

After numerous calls to various Samsung reps, including their "executive level" ones and the dismissive, smug response from Samsung Support (Facebook/Twitter) I decided to send an informative and professional email to Officeofpresident@sea.samsung.com and to my surprise a day letter a woman called me to tell me they will be taking care of my issue free of charge. She was not only extremely friendly, but unlike the others, she wanted to help because she took time to truly understand and rationalize.
Moral of the story, never give up and NEVER deal with people who aren't in a position to help.

For what model? I am prepared to do the same...

12/17/12 the color (red and yellow) went out in addition to these white dots and I made the call about both issues on 12/18/12 I own a 61' Samsung HDTV DLP (HLT6189SX/XAA) at 2 years it started to get white dots all over the screen (a known issue for SOME televisions said the Samsung Rep but NOT MINE of course) They WANT ME to PAY for the repairs - I called 1-800-SAMSUNG Got a load of crap my model doesn't qualify and besides it's outside the warranty period. THIS IS A LOAD OF CRAP - If YOU KNOW you have faulty merchandise that people spend a lot of money on you should replace it period. 12/17/12 the color (red and yellow) went out in addition to these white dots and I made the call about both issues on 12/18/12
post #69 of 95
Just got the same white pixel orgy on my 63 in DLP model number HLT6187SAX. Called customer service, got the standard rude response set not covered. Sent email to president. Will see if I get a response. In the meantime looking for a replacement. It will NOT be a samsung. What did you replace yours with? I am thinking of moving up to 65 in or 70in. Any recommendations? Thanks!!
post #70 of 95
I inherited my Samsung DLP that was purchased 11/07 and the first white dot appeared about a week ago. Within 24 hours the second dot appeared. About 3 days later, the third one showed up and I'm holding at three. A friend told me about the "white dot syndrome" and offered to do the labor if I purchased the part.

I came across this forum while researching the problem. I did not know there had been a class action lawsuit but, alas, my TV was not on the list. I called 800-726-7864 (from one of the earlier postings here). I got a rep immediately and 5 minutes later was through with the call having been told I would receive a call in 1-2 days to set up an appointment--free of charge.

I am very impressed with the service I have received tonight, hopefully this will not change as the repair progresses.

I have never posted on any social forum but just wanted to say thanks to everyone who has contributed information.
post #71 of 95
I started out with one dot on my '07 61" DLP. Less than a month later, I have at least a dozen. Contacted Samsung customer service, they told me that my model does not qualify for the repair since it "wasn't on their list." Even though it is showing the same problems that the sets that ARE on their list are showing. I asked why this was the case, and all they could tell me was that they have a list of models that are covered, and mine is not on it. No explanation of why. No help. Anyone try and repair this themselves? After reading the forums for bit, I saw that most people determined that it is the DMD chip. I've seen it sell for about $200. Any help would be greatly appreciated.
post #72 of 95
Any update? Did you get it repaired?
post #73 of 95
Just got off the phone with Samsung White Dot support tech rep. He told me my HLT6187SAX was out of warranty and was not part of the group that they would repair. I don't understand why a company would not stand behind their product for a known defect. The rep would not tell me what the criteria is to be included in the group and also told me that he was the final decision maker. I am writing to the President's office. I will let you know the outcome. On my recommendation a friend purchased the exact same TV. I feel horrible knowing that they are going to likely go through the same BS. I purchased through Amazon. Does anyone have direct experience working with Amazon on this topic? Thanks for the posts and info!
post #74 of 95
Quote:
Originally Posted by Jarrod View Post

Got my first white dot on my HLT-6187S tonight. Any chance this model is covered by the class action? I will be calling Samsung tomorrow.

I've got the same model..and just saw the first white dot appear today. I searched google, and came up with this thread..and many others with the same issue. I bought this TV in 10/2007, so I'm not optimistic of getting Samsung to do anything. This TV has had limited use, it should last longer than it has. As others in this thread, I've always trusted Samsung and have lots of their products. I'm not a happy camper now though.
post #75 of 95
Quote:
Originally Posted by strindl View Post

I've got the same model..and just saw the first white dot appear today. I searched google, and came up with this thread..and many others with the same issue. I bought this TV in 10/2007, so I'm not optimistic of getting Samsung to do anything. This TV has had limited use, it should last longer than it has. As others in this thread, I've always trusted Samsung and have lots of their products. I'm not a happy camper now though.

and oddly enough, the white spot has disappeared. It was there a few nights ago..on any input with any program content,,in the exact same spot on the screen. I turned it on last night and it was there again, but after an hour or so, it just disappeared . I turned it on tonight and no white spot. I've had the set on for three hours, and it has not re appeared. Maybe it healed itself.
post #76 of 95
Hello to all or any looking into the white dots on samsung tv. I have a HL-t5075S i never even bought this tv eek.gif it was gifted to me in 2011 from a friend and a yr ago it went white dots and black dots all over it. today 6/5/2013 i was going to give it away in a garage sale when i decided to check what i needed to replace i saw a reply on here about a guy calling and getting a one time courtesy repair so i said to myself whats the worst they can ask me for a reciept. I was never asked for anything they just research my model # and bam came back on the phone scheduled me a in home repair visit and boom cool.gif i was done. always check with 1-800-SAMSUNG before give away a tv. Never bought it just owned it and it broke and now they are going to fix it, but i just acted like i had owned it since 2009. I am posting this for those who plan on giving up dont just call and add pressure if you can it works tvs are not supposed to fail this quick we pay alot of money for them and we should get the services required. GOOD LUCK:)
post #77 of 95
what it your model # if its the same as mine your on the list. i just got off the phone with samsung and they a repairing mine.
post #78 of 95
Quote:
Originally Posted by tmack01 View Post

I started out with one dot on my '07 61" DLP. Less than a month later, I have at least a dozen. Contacted Samsung customer service, they told me that my model does not qualify for the repair since it "wasn't on their list." Even though it is showing the same problems that the sets that ARE on their list are showing. I asked why this was the case, and all they could tell me was that they have a list of models that are covered, and mine is not on it. No explanation of why. No help. Anyone try and repair this themselves? After reading the forums for bit, I saw that most people determined that it is the DMD chip. I've seen it sell for about $200. Any help would be greatly appreciated.

sorry forgot this part what is your model # lets see what they can tell me if i call and ask them for the model # 's that are on the list.
post #79 of 95
Quote:
Originally Posted by strindl View Post

and oddly enough, the white spot has disappeared. It was there a few nights ago..on any input with any program content,,in the exact same spot on the screen. I turned it on last night and it was there again, but after an hour or so, it just disappeared . I turned it on tonight and no white spot. I've had the set on for three hours, and it has not re appeared. Maybe it healed itself.

that is what mine did but over time like weeks it go more and more spots then they turned black after turning white then pepper all over the screen.
post #80 of 95
I called samsung some time back and the service tech told me that my hlt6187sax/xaa was built to last 5 years.
I ended up just replacing the DLP chip myself. I have several samsung electronics in my home. They will be the last I ever purchase from them as I require quality electronics and they can't deliver.
post #81 of 95
Quote:
Originally Posted by Shuffler13 View Post

I called samsung some time back and the service tech told me that my hlt6187sax/xaa was built to last 5 years.
I ended up just replacing the DLP chip myself. I have several samsung electronics in my home. They will be the last I ever purchase from them as I require quality electronics and they can't deliver.

Old CRT TV's routinely lasted 10 years plus. If Samsung is building theirs to last half that, they are going backwards.
post #82 of 95
Quote:
Originally Posted by Ronald Mcanelly View Post

that is what mine did but over time like weeks it go more and more spots then they turned black after turning white then pepper all over the screen.

Well. so far, no reappearance of any spots at all. I'll cross my fingers and hope that lasts.
post #83 of 95
This issue started happening with our model no HL67A750A1 Samsung TV last week. We currently have about 6 dots, started with just 2, they are multiplying. Just found our paperwork, purchased in June 2008, bought the extended warranty which expired June 6, 2013. Will have the hubby call as he's better at dealing with customer service than I am.

It is truly terrible that they knew this was an issue, but changed nothing obviously. A nice TV should last longer than 5 years! We just got rid of a 52" Big screen purchased back in the early 90's.

Kim
post #84 of 95
Warranty folks say "sorry, you are a day late and a dollar short". Samsung was absolutely no help whatsoever. What is funny, not really funny as it is more sad, I said "this is a known issue with Samsung, you have all these recalls." She says "your TV Model isn't one of them. Besides, we didn't know about the issue when your TV was manufactured." I said "that is exactly my point!" I will never EVER buy another samsung product. Sadly, the TV in my study is samsung. Sigh.... I will put that on my dh as he bought it for me as a gift.
post #85 of 95
Quote:
Originally Posted by Kim5263 View Post

Warranty folks say "sorry, you are a day late and a dollar short". Samsung was absolutely no help whatsoever. What is funny, not really funny as it is more sad, I said "this is a known issue with Samsung, you have all these recalls." She says "your TV Model isn't one of them. Besides, we didn't know about the issue when your TV was manufactured." I said "that is exactly my point!" I will never EVER buy another samsung product. Sadly, the TV in my study is samsung. Sigh.... I will put that on my dh as he bought it for me as a gift.

Unfortunately, this isn't just a Samsung problem. I know two people with Mitsubishi DLP's. Both have failing DLP chips and the white dots. I had the white and black dots on my Samsung HL-T6187. The only good thing was it's a fairly easy and inexpensive repair to do yourself.
post #86 of 95
I believe that one difference between Samsung and Mitsubishi is that Mitsubishi is helping with the cost of the DLP chip itself. It might be noted that no company is making DLP Rear Projection TVs any more, however Samsung is still making other TVs while Mitusbishi exited the TV market entirely and yet they still support in these unpredictable situations.

It is true that none of the TV manufacturers could possibly know that the chip would fail in this way as none of the TV manufacturers designed, manufacture or did real ilfe tests on these part (that is Texas Instruments job). Life test done on TVs cannot be more than a few months at the longest and most often is only several hundered hours per TV on a number of sample TVs being tested at the same time. There is no way to test for 5 years before introducing the TV. Only "simulated" life tests can be done. I bet that when this problem first appeared the manufacturers made major complaints to TI but 4 - 5 years of TVs were already sold by that time.

As for a "recall" these happend ONLY for "safety issues" and the white dot problem is not a "safety issue". Formal assistance of emdemic failure is a "hidden warranty" and not required by law, it is a measure of "quality customer service" but not required.

The concept that a TV will last more than 5 years is an "implied warranty" and in error. In most cases "implied warranties of merchantabilty and fitness for any particular purpose are expressly limited to a term of (X) years" The X years would be the same as the formal warranty period. Thinking logically, there would be almost no TV Repair comanies if TVs failed only after 5 years because very few people even try to have a 5 year old TV repaired.
post #87 of 95
Sorry this doubled posted
post #88 of 95
I just called 1-800-SAMSUNG and asked about this issue in regards to my old Samsung HL-S6187W set and they told me it was not covered under the white dot issue and since my set is out of warranty I would have to pay for this out of pocket.

I did talk to my local repair center that Samsung gave me the number for and they said it would be about $300 for the DMD chip and then $150 for the service call, so $450 if I wanted to fix this.

Since there are only 2-3 white dots as of now I think I am going to pass. I already talked the wife in to a new set, but looking to sell this older Samsung to a friend and was hoping to help him out by getting it fixed for free, no such luck at least with my model number.

Phil
post #89 of 95
Phil,
They will quickly multiply! We started out with only one or two. I thought it was dust on the screen and got out a soft cloth to clean it. We have about 20 now. I would not sell to a friend without disclosing the fix. We are going to spend the $400 to repair ours. It is cheaper than the couple grand for a new TV. Everything else on the TV is perfectly fine, we don't need anything bigger and badder.
post #90 of 95
Quote:
Originally Posted by Kim5263 View Post

Phil,
They will quickly multiply! We started out with only one or two. I thought it was dust on the screen and got out a soft cloth to clean it. We have about 20 now. I would not sell to a friend without disclosing the fix. We are going to spend the $400 to repair ours. It is cheaper than the couple grand for a new TV. Everything else on the TV is perfectly fine, we don't need anything bigger and badder.

I was totally up front about the issues the TV has and that it might get worse.

For me the first white dot came on about 2 months ago, then shortly after the 2nd and 3rd appeared. But, they have not increased in over a month, but I know that it can go quickly.

Any ideas on where I can get a DMD chip from if I want to fix this myself, or my friend does, we are both fairly good with electronics.

Phil
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