Samsung JS8500 warranty replacement - AVS Forum | Home Theater Discussions And Reviews
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post #1 of 12 Old 06-19-2019, 06:16 PM - Thread Starter
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Samsung JS8500 warranty replacement

I need some help. SquareTrade is replacing my 55” JS8500 due to flashlighting problems. I’ve been given 2 choices for replacement, a QN55Q60 or QN55Q6DR. Are these essentially the same set? Is there one I should go for? I haven’t kept up with the new TV’s. I was very happy with my JS8500, until the flashlighting started. Are these replacements comparable? Thanks.
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post #2 of 12 Old 06-19-2019, 07:32 PM - Thread Starter
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I did some research. The Q60 appears to be Samsung’s entry level Q series TV and costs $1k, while the JS8500 was a mid to high level TV costing $2k. Seems like I should be negotiating for a higher quality replacement.
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post #3 of 12 Old 06-19-2019, 08:58 PM
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Quote:
Originally Posted by crn3371 View Post
I did some research. The Q60 appears to be Samsung’s entry level Q series TV and costs $1k, while the JS8500 was a mid to high level TV costing $2k. Seems like I should be negotiating for a higher quality replacement.
they probably won't go too high up the ladder since the JS8500 was the 3rd model down. I would aim for a Q70 at minimum. they also may let you pay an upgrade fee if you want something better. tv companies are usually pretty good at working with people like this. but to be honest, consider yourself extremely lucky you're getting anything over flashlighting because usually that is considered "normal".

You may want to tell them that the Q60 doesn't have any local dimming and would probably suffer from the same flashlighting issue. the Q70 does have full array and will be better with the corners. the Q80 would be the sweet spot though if you don't want to fork up a lot for the Q90.
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post #4 of 12 Old 06-19-2019, 09:35 PM - Thread Starter
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I was pleasantly surprised at SquareTrade. It took less than 2 hours from filling the claim to getting a replacement. I like your local dimming argument. I’ll use that, along with arguing that a 800 series set should be replaced with a 800 series set. The Q60 is their entry level set, the 8500 wasn’t. Either way, I admit I’m very happy at the outcome.
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post #5 of 12 Old 06-20-2019, 02:41 PM
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If there are any features that your TV has that is not in the replacement TV's being offered make them known. Had a Vizio M70 last year that had a screen that went bad and went through the process. None of the TV's they offered had full array back-lighting and one less HDMI input. After some back and forth they just cut me a check for full purchase price. I put this towards my current 82" Q6 and couldn't be happier.

That being said my 65JS9000 has bad back-light bleed and a tech just came out today and said the panel needs to be replaced so waiting for word back on how this will proceed.
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post #6 of 12 Old 06-20-2019, 04:22 PM
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Quote:
Originally Posted by crn3371 View Post
I need some help. SquareTrade is replacing my 55” JS8500 due to flashlighting problems. I’ve been given 2 choices for replacement, a QN55Q60 or QN55Q6DR. Are these essentially the same set? Is there one I should go for? I haven’t kept up with the new TV’s. I was very happy with my JS8500, until the flashlighting started. Are these replacements comparable? Thanks.
I'm shopping to replace my damaged JS8500 and the Q6 or Q60 is a hard no. They have less screen tech then the older JS8500.
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post #7 of 12 Old 06-20-2019, 05:11 PM
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I'm shopping to replace my damaged JS8500 and the Q6 or Q60 is a hard no. They have less screen tech then the older JS8500.
The Q60R has no local dimming at all, while the JS8500 was edge lit with local dimming. No edge dimming in 2019 Samsungs, so the OP should push for the Q80R and be prepared to settle for the Q70R which is the budget FALD.
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post #8 of 12 Old 11-12-2019, 12:08 AM
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Quote:
Originally Posted by crn3371 View Post
I was pleasantly surprised at SquareTrade. It took less than 2 hours from filling the claim to getting a replacement. I like your local dimming argument. I’ll use that, along with arguing that a 800 series set should be replaced with a 800 series set. The Q60 is their entry level set, the 8500 wasn’t. Either way, I admit I’m very happy at the outcome.
So what model did you end up getting? And how is the new TV?
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post #9 of 12 Old 11-12-2019, 12:33 PM - Thread Starter
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SquareTrade agreed to give me a 55” Q80 as replacement for my JS8500. New set was shipped to me direct from Amazon. I got to keep the JS8500, which is now my bedroom TV. Win-Win
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post #10 of 12 Old 11-13-2019, 10:43 AM
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Quote:
Originally Posted by crn3371 View Post
I need some help. SquareTrade is replacing my 55” JS8500 due to flashlighting problems. I’️ve been given 2 choices for replacement, a QN55Q60 or QN55Q6DR. Are these essentially the same set? Is there one I should go for? I haven’️t kept up with the new TV’️s. I was very happy with my JS8500, until the flashlighting started. Are these replacements comparable? Thanks.
The best advice is to let them know you want the cash value by check... Then you can go out and purhase anything you want.. You can add more cash and get an even better (full aray or oled) or a larger size tv. Good luck. 😊
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post #11 of 12 Old 11-14-2019, 10:16 PM
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Originally Posted by crn3371 View Post
SquareTrade agreed to give me a 55” Q80 as replacement for my JS8500. New set was shipped to me direct from Amazon. I got to keep the JS8500, which is now my bedroom TV. Win-Win
Thanks I read your responses in the JS8500 thread as well. Right now they have "upped" my offer to the 65Q7FN. I have not yet responded to that offer. Any ideas on how to get them up to the Q80?

My experience with them has been terrible. They first denied my claim saying the pictures I send showed obvious physical damage, which was far from the case. I was on vacation and when I got home called them back, stated my claim had been closed and they refused to even let me speak to anyone. It took 30+ minutes of avoiding their attempts to blow me off by begging, arguing and nearly threatening, but they finally gave me a supervisor. He just tried to read the information I already had, which raised my ire even more. Finally he agreed to "do me a favor" and "make an exception" and he would have someone come out to confirm their diagnosis. They did and it took him about 2 seconds to state that their diagnosis/denial of the claim was BS. He called, said the right things and they approved a replacement. I was initially offered the Q60/6D as I believe you were. Now I am up to the Q7FN which is a 2018 model.

Any advice is appreciated.
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post #12 of 12 Old 11-19-2019, 09:52 AM
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Still struggling with them in terms of getting the right replacement. I declined the Q7FN and requested the Q90 based on the one connect box, not being willing to take a 2018 model (Samsung's recommendation) and knowing they have approved at least one or two Q80's, the prices have dropped and the Q90 is cheaper than what the Q80 would have been during the summer. They didn't like that idea and tried to convince me that the Q7FN was an upgrade and I would have no problem with current and future apps/widgets (contrary to what Samsung tells me). I again rejected (all via email at this point), made my case again for the Q90 or a cash out. I really don't expect them to approve a Q90, but it is below my limit (I paid $2200) and much cheaper now ($1999).

I also hammered the point that they initially denied my claim and tried to blow me off multiple times. Add to that, no one has apologized or even admitted their screw up. I asked them how many other people they have done that to that just went away disappointed. I told them if customer service is actually a priority like they said it is, they would make amends and approve the Q90. I'm not sure they know to what level my resolve is to win and how patient I can be.
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