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50" Samsung Plasma Cracked Screen / Service #4007998943

by steelerschika / March 18, 2011 7:36 AM PDT

Less than two months after getting a new TV, we were sitting watching NCIS and suddenly the picture went black, but audio was still heard. Got up to see what, and found a huge crack in the middle of the screen, ON THE INSIDE!!!. Went to the retailer where we bought it, they directed us to contact Samsung. A technician was dispatched who took pictures and confirmed the crack was on the inside, due to a damaged panel. Samsung will not repair or replace, as this is not covered under their warranty. I am livid!!!! Now what to do?

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Very common
by RebeccaVC / March 23, 2011 4:54 AM PDT
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Samsung 50" Plasma TV
by gatanner1 / May 4, 2011 3:50 AM PDT

Welcome to hell. I bought a 50" Samsung Plasma TV after I got back from Iraq. Enjoyed it for about 5 months. Was watching a movie one night, paused it to go get a beer, came back and the screen was black. I tried startin the movie again but no luck. I could get audio, but no picture. Opened a service ticket with Samsung the next day as TV was under warranty. Technician never inspected my tv, but had me check it for cracks. Sure enough, crack on the upper left panel, about 5" from the top of the TV. I took pictures and sent them to the technician. He submitted to Samsung and they said they would not cover the tv under warranty because I caused physical damage to it. I live alone. I never touched the screen. How can it be working one second then it just cracks. I'm not THAT ugly where my gaze can break glass! I filed a complaint with the BBB in New Jersey. I also sent a formal complaint to the Atty General's office in New Jersey. I have a telephone arbitration set up on the 17th. I will phone in and Samsung will phone in and we will discuss this with an arbitation administrator. Samsung's customer service has been horrendous. I will never buy another Samsung product. I actually replaced my broken tv with a Panasonic 50" plasma. Hopefully this one will last longer than 5 months.
Let me know how your ordeal turns out.

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Please let us know about arbitration results.
by geff_99 / May 29, 2011 11:20 PM PDT
In reply to: Samsung 50" Plasma TV

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