Samsung

General discussion

White Dots on Samsung HLT5687 HDTV

by RJClubmaker / October 12, 2011 3:06 AM PDT

My four-year old Samsung LED DLP HLT5687 developed dozens of white spots on the screen over a period of one month. Online research indicated that the likely culprit was the 4719-001997 DLP Chip. Due to the thousands of white dot problems, this part failure is not just a random event but is a defective design from Samsung that should have been replaced by recall at no cost to the HDTV owners. A local TV service quoted $450 to replace the part (I suspect it would be closer to $500 when billed). I ordered the 4719-001997 part for $275.90 from samsungparts.com, got some instructions online for $21 and downloaded the Service Manual for $16. It took me about three hours to replace the chip and I now have a screen free of those aggravating white dots. A knowledable service technician probably could do the repair in an hour or less which would equate to a labor rate of $200 per hour. I also have a 50" Panasonic Plasma and in the future will only purchase plasma HDTVs.

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Dot problem
by gfongx / January 10, 2012 1:47 AM PST

I have the same model (HLT5687) and same problem. I called Samsung, got "escalated" to some executive customer service dude, who said "Your model isn't one that has reportedly had that problem, so **** you!". I asked him how many of us have to report it to reach their threshold, and he of course had no answer. If anybody else with the same model number has had the mirror failure, please post here.

Samsung, if you are reading: I have two other Samsungs and have been happy with them. I am dismayed that you wouldn't support fixing this problem on my model of DLP when you have done so for other models. I guess I'll have to trash this TV and get a plasma to replace it (Panasonic). It is not worth the $500 or so. No more Samsung for me.

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Same problem
by Monkeygibber / August 1, 2012 4:44 AM PDT
In reply to: Dot problem

I have the same problem and just got off the phone with my F U response. Nice customer service.

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Same Issue - Samsung Saying Not Covered
by Ljochmann / January 3, 2013 1:02 AM PST
In reply to: Dot problem

I am on the phone with Samsung and they said they would NOT cover my white dot issue on my 56" DLP. They know it is a know issue... I cannot believe they will not fix my TV. I paid $1900 for this, their service is unacceptable. I started with one white dot 38 days ago. I now have over 50. Is there any type of lawsuit that we can join to get this issued resolved?

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Samsung won't fix white dot issue for model HLT5687SX/XAA
by maverick0516 / December 6, 2012 1:35 AM PST

I too, own the Samsung DLP HDTV in the subject line... I too have this white dot issue on my unit. It started with one dot and now with about 15-20 dots a few days later. Looked online and found this problem to be widespread on a lot of Samsung DLP units and a lot of the users claimed that Samsung fixed their problem for free of charge. So I called Samsung hoping they could help me but pretty much said that my model is not included on the list that is supposed to have this defect. This DLP unit only gave me 5 years of service (bought in 2007)! My Mitsubishi and Sony TVs lasted me more than 10 years!

Just last year, I had to get this same unit fixed for some sort of defective power unit (forgot what the actual part was), I paid out of pocket only to find out a few months later that there was a class action lawsuit regarding that part. I ended up getting reimbursed by Samsung for my expense. Does Samsung need to get sued first before they support their unit?!

This DLP made me buy the next two Samsung LCD HDTVs in my household because of the quality. Now, the replacement HDTV will be from another brand because of the quality, or lack thereof, of Samsung's customer service.

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white dots
by ewf316 / December 6, 2012 7:38 AM PST

Fike complaint with bbb. Mine getting fixed tomorrow.

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Re: Samsung won't fix white dot issue for model HLT5687SX/XA
by Samsung_HD_Tech Samsung staff / December 6, 2012 10:42 PM PST

Hi maverick0516,

I apologize for your experience thus far. If you could post your transaction number, I'd like to see if we can investigate this issue for you.

Regards,
HD Tech

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Re: Samsung won't fix white dot issue for model HLT5687SX/XA
by maverick0516 / December 7, 2012 11:21 AM PST

I do not have a transaction number... The Samsung rep I spoke to on the phone wouldn't budge and kept repeating that I would have to pay out of pocket to fix this issue. When I told her that it's the same part in other DLP TVs that's the culprit in this white dot issue, she would just repeat that the model I have is not one of the models they are accommodating!

I emailed customer service and they emailed me back saying that I'm a valued customer and I should contact Live Chat to get resolve my issue... I'll give them a try later and post back here of the results...

Thanks for the reply. Hopefully you guys can get this fixed... it's obvious that it's a defect.

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Hope after all?
by Monkeygibber / December 7, 2012 10:20 PM PST

Does this mean there's hope after all for all of us? Mine is sitting out in the garage. Same issue, same customer service response.

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White dots on HLS5687W
by ukcat285 / December 7, 2012 10:51 PM PST

So what about white dots on other models. Five year old HLS5687. Not part class action law suit...but I have 26 dots and counting. Called Samsung and got the same lame excuse. How this is handled will determine if I ever buy Samsung again.

Any help would be appreciated.

Transaction number 2116011012

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bbb
by ewf316 / December 8, 2012 2:31 AM PST
In reply to: White dots on HLS5687W

File complaint with nj bbb. Got my tv fixed yesterday for free.

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Details
by Monkeygibber / December 8, 2012 10:06 PM PST
In reply to: bbb

Can you provide details on how you went about that.


Thanks

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bbb
by ewf316 / December 8, 2012 11:33 PM PST
In reply to: Details

Go to bbb.org you have to choose nj. File complaint against company. You need the zipcode whichIs 07760. Choose ridgefield park, nj. Fill in the all you know and what you want the resolution to be.

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Thanks for the advise
by velocitybisso / January 3, 2013 1:45 AM PST
In reply to: bbb

Thanks for the advise, maybe that is what we all need to do or open another class action suit for the rest of the DLP tvs that were not covered in the first lawsuit.

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Was the BBB any help?
by velocitybisso / January 4, 2013 1:22 AM PST
In reply to: bbb

I did file with the BBB in NJ and this is what they said:

This message is in regard to your complaint submitted on 1/3/2013 12:41:39 PM against Samsung Electronics America Inc.. Your complaint was assigned ID 9358749.

We regret to inform you that BBB cannot process your complaint. The case has been reviewed by one of our Complaint Specialists and was found to contain issues that are out of BBB's purview.

How did you get your complaint to go in? Maybe there is already another lawsuit in progress?

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No... :(
by akarlava / January 4, 2013 3:14 AM PST
In reply to: Was the BBB any help?

I got the exact same response as you yesterday!!!! I thought this is EXACTLY the kind of thing the BBB is supposed to handle?!

Confused and at a dead end.

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I could explain it.
by R. Proffitt Forum moderator / January 4, 2013 3:21 AM PST
In reply to: No... :(

But folk are usually too sore and upset as we go over this area. But if you want, and if you are not going down the legal path I have a few links about this repair that bring it down to pretty cheap compared to a service call. Not for everyone.

Drop me a line to your new post in the CNET forum at http://forums.cnet.com/home-audio-and-video-forum/

Maybe we should start a non-legal DIY discussion.
Bob

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what model?
by ukcat285 / December 8, 2012 11:59 PM PST
In reply to: bbb

Which model do you have? There is a recall for a handful of "HLT" models which are covered. I think a lot of people think they''ve forced Samsung I to fixing their tv when in fact it is covered under the lawsuit. I hope I'm wrong!

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model
by ewf316 / December 9, 2012 12:10 AM PST
In reply to: what model?

My model is hl-t5089s which isn't covered. I got up to ecr and higher they did nothing but give me the runaround. After I filed bbb complaint, bbb sent me email that it was sent to Samsung and the next day Samsung called me to set up a one time fix if it was dlp chip. Service tech called me 15 minutes later and set up an appointment. Tv was fixed Friday morning free of charge.

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BBB here I come
by Monkeygibber / December 9, 2012 9:18 PM PST
In reply to: model

I have the model this thread is about...HLT5687. Samsung, email me iif you don't want another BBB complaint.

ewf316, do you mind passing on the phone number please.

thanks.

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oops nevermind
by Monkeygibber / December 9, 2012 9:20 PM PST
In reply to: BBB here I come

i see you added the details above, thank you. Happy

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I have a HLT5687 with white dots
by Ljochmann / January 3, 2013 7:55 AM PST
In reply to: BBB here I come

looks like I need to file a complaint with the BB as well. I called and my call was also esculated and I got the same response. Too Bad - your model is not included in the recall. yes he told me that they know it is an issue, but was not part of the recall. That is unacceptable.
My reference number is: 4117498183
any help would be appreciated. My husband got laid off just before x-mas - I cannot afford a new tv now.
ljochmann@wi.rr.com

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Samsung would not help me either for model HLT6189SX/XAA
by velocitybisso / January 3, 2013 1:11 AM PST

My Samsung DLP TV is model # HLT6189SX/XAA. I have the same white & black dot issue that is spreading all over my screen. I called 800-Samsung and spoke with a rep after just a few minutes. I gave her my model # and Serial # and was informed that my model # was not covered by the one time free repair.
She gave me transaction # 2116690595 and switched me over to her supervisor. The supervisor said they could not help but gave me a "request" # 5104915844 and switched me over to an "Executive Customer Relations" rep.
I gave the "Executive Customer Relations" rep my Request # and Transaction # and she said she could not help me either. She said that the dlp chip for my tv was "HLT618" and the one-time free repair was only for the models requiring chip #s HLT617 and below so my TV did not make the cut.
Obviously this white dot issue is affecting all the DLP TVs so they should all be covered. I wouldn't mind replacing the chip myself, but I would rather not pay the $180 for the replacement chip.

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Same Issue
by stoptheliesnow / January 13, 2013 8:23 AM PST

Called Samsung. I have had Samsung TV's for more than 25 years. Our cell phone are Samsung. Never had a problem until now. The attitude of "your problem" irated me. This is an obvious problem which Samsung should fix.

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White Dots on HL-T5687S
by RC624 / April 17, 2013 2:12 AM PDT

I'd like to have my TV repaired also. How do I go about to accomplish that? Thanks.

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HL T5689S
by tdoemel / April 17, 2013 4:36 AM PDT

Same determination from Samsung as others they know they have a problem with the parts bur will not back the product beyond the warranty. All their time building product recognition and now... Perhaps an offer for parts cost ?
I will be researching much more closely before my next purchase before I select a manufacturer.

Now to decide pay $365.00 to replace the DMD Chip or Buy new? Sounds like the repair does stick?

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Black and White dots
by Carbojos1 / April 30, 2013 7:44 AM PDT

I also have the same issues as earlier stated. I have the HLT 5687SAX/XAA. I called Samsung and received transaction # 2118670886 and referred to supervisor with a request # 5105664670 and was told it wasn't covered. BBB was also notified with ID #9525276.

I don't understand how different models with the same issues wouldn't be ALL covered. With all these complaints on the internet I wonder how many must get through to get a covered repair'

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white dots too
by jemartinmi / July 10, 2013 5:23 AM PDT

Trans# 111-070-38-30

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Tip: don't hide a new request in a 637 days old post.
by R. Proffitt Forum moderator / July 10, 2013 5:35 AM PDT
In reply to: white dots too

This old post has a lot of information to digest but new requests in this aging discussion are not a good idea.

Try again but with a new post with full details.
Bob

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I got white dots on my Samsung DLP
by RC624 / April 17, 2013 2:11 AM PDT

My Samsung HL-T5687S started to show white dots about two month ago. I thought the problem was unique to my unit. If this problem is a known issue with Samsung DLP TVs, I want Samsung to repair it too. How do I get hold of them for this particular issue?

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Link and comment.
by R. Proffitt Forum moderator / April 17, 2013 2:35 AM PDT
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