Illusory Samsung Warranty - AVS Forum | Home Theater Discussions And Reviews
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post #1 of 21 Old 07-20-2004, 08:02 AM - Thread Starter
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For some time, I've been experiencing a dimness problem with my HLN507W, especially with sources connected to its DVI input. An ISF calibrator determined that the TV's light output via DVI is 2.5 times lower than via component. I contacted Samsung 8 days ago to request warranty service. After I described the problem, the Samsung CSR agreed that the problem is covered by the Samsung warranty and told me that I'd be telephoned by a Samsung "field engineer" (not some outside repair shop) to schedule an appointment.

No one called. I made 4 follow-up telephone calls to Samsung and was told each time that someone would call me back -- sometimes "within 24 hours," once "within a couple of hours," and once "by 5:30 this afternoon or, at the latest, first thing tomorrow morning." None of these promises was kept. I faxed and mailed Samsung a letter voicing my complaints, and that, too, has been ignored.

I now conclude that Samsung has effectively repudiated its warranty.

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post #2 of 21 Old 07-20-2004, 09:26 AM
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You've really been in the "low level customer support" hell loop. :rolleyes:

This number was posted last year at this time. I don't know if it's still good but it's worth a try.

" I will save you some effort, call 800-757-5618. This is the special digital service group for these products. The regular number for service does not get you to the correct people too easily.

If it doesn't work start a new string with a subject that ask for the "digital service group" number for Samsung.

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post #3 of 21 Old 07-20-2004, 09:32 AM - Thread Starter
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Quote:
Originally posted by htwaits
You've really been in the "low level customer support" hell loop. :rolleyes:

This number was posted last year at this time. I don't know if it's still good but it's worth a try.

" I will save you some effort, call 800-757-5618. This is the special digital service group for these products. The regular number for service does not get you to the correct people too easily.

If it doesn't work start a new string with a subject that ask for the "digital service group" number for Samsung.
Thanks. Unfortunately, every call I made, except the first, was to that number (which is now calling itself the "Digital Services Coordinator Department."

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post #4 of 21 Old 07-20-2004, 09:36 AM
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Quote:
Originally posted by Manatus
Thanks. Unfortunately, every call I made, except the first, was to that number (which is now calling itself the "Digital Services Coordinator Department."
Were you ever able to move up the chain of command?

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post #5 of 21 Old 07-20-2004, 09:42 AM - Thread Starter
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Quote:
Originally posted by htwaits
Were you ever able to move up the chain of command?
That's what I was going to try to do when I made my last call, three days ago. After 39 minutes "on hold" with Digital Services, I left a voice mail request to be called back. Not, at that point, I expected anyone from Samsung to do that.

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post #6 of 21 Old 07-20-2004, 09:58 AM
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Try calling Debbie Neal in the Samsung Parts & Replacement Dept at 800-634-8276.

Debbie is the Digital Parts Service Coordinator.

Good luck!
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post #7 of 21 Old 07-20-2004, 01:08 PM
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I tried all day yesterday to get through to someone at that number, and stayed on hold for very lengthy periods of time. I left a message, but no one returned it.

Today, I tried again, but early in the morning. Got right through, got my service scheduled with no difficulty.

So try calling at a different time of day. Good luck.
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post #8 of 21 Old 07-20-2004, 02:53 PM
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Maybe they're too busy dealing with the 25+% failure rate the HLPs are experiencing....
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post #9 of 21 Old 07-20-2004, 03:04 PM - Thread Starter
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Saying that my letter had been directed to her attention, a Samsung rep called me this afternoon and has scheduled a service appointment for tomorrow. I've had a few other recent experiences when an old-fashioned mailed letter (especially one mentioning "legal remedies" in its last paragraph) produced results unattainable by phone and email.

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post #10 of 21 Old 07-20-2004, 04:07 PM
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Quote:
Originally posted by yatra
Maybe they're too busy dealing with the 25+% failure rate the HLPs are experiencing....
Source please?
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post #11 of 21 Old 07-20-2004, 06:35 PM
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The poll thats being conducted in one of these threads....admittedly its not a totally random sample, but still 93 responses is statistically significant.


https://www.avsforum.com/avs-vb/showt...hreadid=422855
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post #12 of 21 Old 07-20-2004, 06:58 PM
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Quote:
Originally posted by yatra
The poll thats being conducted in one of these threads....admittedly its not a totally random sample, but still 93 responses is statistically significant.
There can be no "statistically significant" results relating to a population if the sample used is biased. All you can say is that the poll is a tally of the individuals who chose to read that thread and participate.

What is valid is that Samsung seems to have reacted to some "failure rate" information of theirs and stopped the production of HLP5063 sets for a few days. Putting a failure "rate" number on an AVS poll is misleading and unnecessary. In any case there sure does seem to be a problem. :)

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post #13 of 21 Old 07-20-2004, 07:06 PM
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Quote:
Originally posted by yatra
The poll thats being conducted in one of these threads....admittedly its not a totally random sample, but still 93 responses is statistically significant.
It would be if it were a randomly selected sample, but it's not.

However, I agree that the number of responses indicating a failure seems disturbingly high - statistically significant or not.
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post #14 of 21 Old 07-21-2004, 02:13 PM - Thread Starter
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The Samsung service call took place this afternoon. The service crew replaced the TV's light engine, and that seems to have fixed the problem. Since the crew brought the spare part with them, Samsung seems to have done a good job of diagnosing the cause of the problem based upon my description of it.

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post #15 of 21 Old 07-21-2004, 02:58 PM
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Good for you and good for them.

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post #16 of 21 Old 07-21-2004, 03:26 PM
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More than likely it was some specific part of the light engine that was having a problem, however, it would take to much labor cost to fix a problem that is in the interior of the light engine. I have been told by several repair shops that this is the normal practice regarding the DLP. I had my light engine replaced awhile ago, which I have been very pleased with. Of course I had the Best Buy warranty, it took the repair guys 2 days to come and fix it after the first time that I called, now thats good service. Several C-notes for a warranty which has already paid itself off after the first service call, several times over.

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post #17 of 21 Old 07-21-2004, 03:37 PM
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Quote:
Originally posted by wbcollegekid
Of course I had the Best Buy warranty, it took the repair guys 2 days to come and fix it after the first time that I called, now thats good service. Several C-notes for a warranty which has already paid itself off after the first service call, several times over.
Wouldn't your manufacturer's warranty have paid for the repair too?

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post #18 of 21 Old 07-21-2004, 04:20 PM
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Htwaits:

The normal Samsung warranty will cover the replacement of a light engine (they replaced mine with no questions asked, except to verify that set was still under warranty).

Unfortunately, I've had to deal with Samsung service twice, but in both instances they were very helpful, found an authorized repair shop to help me in a timely fashion and covered the repairs, as they were still under warranty.
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post #19 of 21 Old 07-21-2004, 04:32 PM
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Quote:
Originally posted by sjyang
Htwaits:
The normal Samsung warranty will cover the replacement of a light engine (they replaced mine with no questions asked, except to verify that set was still under warranty).
Thanks. I was just wondering if wbcollegekid's was really collecting on his extended warranty yet. :D

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post #20 of 21 Old 03-28-2005, 03:39 PM - Thread Starter
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bump

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post #21 of 21 Old 03-28-2005, 03:57 PM
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Quote:
Originally posted by Manatus
bump
OK. I'll bite. Why did you "bump" a thread from eight months ago that details a resolved (with frustration) issue? :D

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