About two years ago I bought this Plasma TV model (PN50C550G1F, the exact same model that was available in USA), here in Caracas, Venezuela, with which I was very happy and satisfied until March 26 this year when a black horizontal line appeared on the display screen-about a third from the bottom edge of the device- just 21 short days after the two-year warranty had expired.
When I communicated with the Samsung Attention Center-Latin America the operator who answered the call told me -since my device was out of warranty- to contact SUNG SERVI CENTER (An Authorized Samsung Repair Center here in Caracas) in order for them to sent me a technician to assess the problem of the TV set, which I did and a week later the technician came and to my disagreeable surprise he told me that the panel was bad and had to be replaced. I was dismayed because I could not understand that an equipment of this nature -with just two years of use- could have such a serious flaw. In the past I have had LG and Panasonic plasmas TVs -here and when I lived abroad- and NEVER had any kind of problem with them. Despite my disappointment I decided to proceed with the repair and paid the first 50% of the total cost that SERVI SUNG CENTER set for repairing the equipment.
A few weeks later the Repair Shop contacted me to let them take the TV out to their workshop, because they were having difficulty locating the spare part (The Panel). They had the TV about a month and then very kindly informed me that unfortunately they could not fix the TV since Samsung did not have the replacement panel and they had spent all those weeks trying to locate that spare part here in my country without any success. So they returned my TV damaged as it was before, return me the money that I had given them, and compelled me to communicate again with Samsung, which I did again. After I updated the operator of all the previous events, she told me that they would communicate with me (after much asking she told me that “in a couple of weeks”) and that meanwhile should visit the page Samsungparts.com, which I later did. In this page I found out that the two possible replacement panels for this TV model (BN96-12709A and BN96-12710A) were no longer available.
Since more than four weeks passed by and I did not receive any communication from them, and given that the black lines problem has worsened –there were then 5 of them – I contacted Samsung again and the operator this time awkward and unconvincingly explained to me that as my device was already out of warranty -and since the replacement (Panel) was discontinued- there was NOTHING they could do for me. Of course this answer angered and disappointed me, because it is not the kind of response one can expect from a serious, responsible and important company as Samsung, let alone as a response for a problem which I had not to deal with in the first place with an equipment that barely had two years of use and with which -as I said previously- I was extremely happy. This is a TV that supposedly should have had an useful life at least 5 times as much; I did not buy this TV under the premises that it was a two-year-disposable thing.
I wrote to Samsung (Both Latin and USA’s sites) but got not useful answer either.
Now I find myself with a practically new TV that is damaged (There are seven lines now and counting) and which I cannot use, or fix, or sell.
Very, very, VERY disappointed with Samsung.
Edited by calvinice - 8/1/13 at 10:50am