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You are now chatting with 'Rick S'
Rick S: Hi, thanks for reaching out to Samsung tech support. How can I help you today?
johnnynine: Hi, I have a 52" Samsung LCD TV and I am experiencing the "purple dots on screen" issue and longer than normal start up time related to the bad capacitors... according to my research. I have read that Samsung will replace the part at no cost to me.
johnnynine: If this is correct I would like to find out how I start that process.
Rick S: Can you tell me the complete model number of the TV?
johnnynine: Samsung LNT5265F 52" 1080p
Rick S: Let me know the input source connected to the TV. Is it a Cable box, Xbox, Direct Antenna from the wall, Blu-ray player, DVD player, PS3, WII, etc ?
johnnynine: I see the purple dots when I power on the TV when the source is Tivo OR Playstation3 (both are hdmi). If I turn off the TV and then turn it back on the dots are gone. But after a few hours if bing off it happens again.
johnnynine: I can reproduce it every day.
johnnynine: I have NOT taken apart the tv to inspect the capacitors, however the symptoms are the same as what I have been reading online from a huge number of other people.
Rick S: Now press the Menu option on the TV or in the remote and check whether you are able to see the dots on the Menu?
johnnynine: one moment pleae
Rick S: Sure.
johnnynine: I turned the tv back on but since it was just on a few minutes ago and I turned it off then on again to clear the dots... so the dots are not there. It will take a few hours of the tv being off for the symptoms to appear again. If you are wondering if the dots are from the tv signal, I can very confidently tell you that they are not.
johnnynine: by tv signal I mean source
Rick S: Lets reset the TV to factory settings.
Rick S: 1. Turn on your TV.
Rick S: 2. Press MENU on your remote. The Main Menu appears.
Rick S: 3. Press ENTER to select Picture.
Rick S: 4. Press the up or down arrow until you select Reset, and then press ENTER. The Reset drop down appears.
Rick S: 5. Press the up or down arrow so that background of OK is dark, and the background of Cancel is blue, and press ENTER.
Rick S: 6. Press MENU button to EXIT.
Rick S: Let me know once you done.
johnnynine: I'd rather not lose my current settings (which I have not altered in over a year). I'd rather take the back of the tv off and send you a picture of the capacitors then reset to factory defaults. While this photo is just a photo I found online by searching "samsung tv purple dots", it looks similar (but worse) to what mine looks like: http://www.mikejablonski.org/wp-cont.../01/photo2.jpg
johnnynine: those dots look more patterened, where as mine are more random.
johnnynine: And they always go away by just turning off the tv and right back on.
Rick S: I am sorry, we are not having any reported issues.
johnnynine: You can't be serious? There are numerous articles online about this same issue including a possible class action lawsuit regarding it.
johnnynine: There's even several articles on how to replace the capacitors yourself online to fix the issue.
johnnynine: Those are all article about the same issue. Are you sure you haven't had any reports of this? Will I be better off calling support?
johnnynine: I found all those articles in about 10 seconds by searching "samsung tv capacitors fix" online.
Rick S: I am sure, as of now we are not having any reported issue.
johnnynine: Well, I just reported it and provided several references to confirm others are having the same issue. I guess I will call support in the morning. Thank you for your time.
Rick S: As we are level 1 support we are having only limited supported. I will provide you the customer support number you can check with them.
Rick S: You can contact our Tier 2 at the following number: 1-800-SAMSUNG (1-800-726-7864) Timings : 9:00am - 9:00pm EST on Monday - Friday, and 9:00am - 7:00pm EST on Saturday and Sunday.
johnnynine: Thanks. Good night.