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DLP WHITE DOTS? Read here - LIMITED TIME

by Samsung_HD_Tech Samsung staff / September 4, 2009 11:26 AM PDT

Forum members,

In response to several complaints here with regards to some instances of Samsung DLP units having a "white dot problem", I've been looking for ways to escalate the issue to those who have the ability to make a difference. We've been authorized to accept up to 50 people** who step forward with the problem to have it inspected and repaired for free. Regardless of warranty status, age of the unit, or past denial. If you have white dots or a screen picture that looks like this:

Example: http://i397.photobucket.com/albums/pp60/samsung_hd_tech/whitedot.jpg

Please send the following information to an email account that I've set up for just this purpose. One of the product specialists will be compiling the information and assisting with setting up the service for your unit.

This is NOT for ANY OTHER ISSUE besides non-moving WHITE DOTS. I'm sorry if you have a different issue with a DLP set (turns off, lamp is bad, noise, etc), but submitting a non-white-dot issue hurts the program and the people affected. And if a different symptom is discovered than white dots, it will not be repaired. If you have a symptom other than this, please call 800-SAMSUNG and have the unit inspected.

Please do not post ANY personal information in the forums.

-C|Net User Name (if applicable)
-First and Last Name
-A phone number (preferably cell)
-Transaction number (if you don't have one, call 800-SAMSUNG to get one - mention CNET or "the forum" as they should be aware and be able to give out a transaction number for the call. Explain the problem so they can log the issue)
-Model number, Serial number, and Version number. This can be found on the right side of the TV.
Example: http://i397.photobucket.com/albums/pp60/samsung_hd_tech/Modelcode.jpg
-A clear digital picture showing your problem.


**CNet users with post history will get first priority. Submissions with pictures also get priority. Then new C|Net Users, then "all others". I'm sorry if this sounds preferential, but these are the people who have interacted with us to inform us of the issue, and some of which I have attempted to assist. That's my decision for the benefit of the forum community. That said, we do want participation, as the more issues that are brought forward allows us to focus on this issue. I figure this information will be shared outside of the CNet forum, and I don't discourage that, though not everybody who submits may get served in this initial exploration of the issue.

U.S. Customers only.

Emails not pertaining to this issue will be deleted, please ask your questions in the forums.

We reserve the right to stop, modify or change this program at any time.

Best,

--HDTech

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Unlocked now...
by Samsung_HD_Tech Samsung staff / September 8, 2009 3:59 AM PDT

Sorry about that. Responses are now possible in this thread on this topic.

--HDTech

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Samsung DLP White Dot Issue
by carebear2269 / October 29, 2009 4:05 AM PDT
In reply to: Unlocked now...

I am having the same issue which just began a few days ago so will be contacting Samsung this eve once I get the required information and will email the address mentioned.
I only have a few dots at this time, but it is annoying, to say the least and I do not want it to end up looking like the picture posted as I am sure it will.
My tv is only 2 years old as well.
Thank you,

Carrie Anderson

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White Dots
by eedbee / September 9, 2009 4:10 AM PDT

My Samsung began exhibiting this symptom yesterday. Only two dots have appeared so far, but I gather it will worsen.

I have forwarded the information requested to DLPwhitedot@gmail.com.

Please let me know what to do next. Thx.

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I've email the same info whats next?
by fitzfam5 / September 9, 2009 9:48 AM PDT
In reply to: White Dots

I've emailed per instruction. Waiting for a response.

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White Dots
by dscholten / September 9, 2009 2:28 PM PDT
In reply to: White Dots

This issue JUST started happening to me last week and like the other users, it started as just one dot and has escalated rapidly. I'm glad Samsung is taking this seriously and I will definitely be emailing to hopefully qualify for the repair.

Thanks,
Dan Scholten

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White Dots
by Samsung_HD_Tech Samsung staff / September 11, 2009 5:36 PM PDT
In reply to: White Dots

eedbee,

I expect we will be moving forward next week. I will be working the details out with the product specialist and then we will be contacting people shortly after.

--HDTech

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message sent
by jgarza55 / September 14, 2009 12:00 PM PDT
In reply to: White Dots

HDtech. i sent you my email but forgot to add my CNET info. my tv is getting bad and as i have read it just gets worse.

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White Dots
by shopgirl124 / September 22, 2009 5:19 AM PDT
In reply to: White Dots

I called Samsung and they gave me a different e-mail address. I was given DLPWHITEGO@gmail.com. My e-mail came back "undeliverable".
Pretty sneeky! Thanks so much for posting the correct e-mail address!

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White Dots (Model no. HLS4676S)
by cwwangs / September 29, 2009 7:44 AM PDT
In reply to: White Dots

My TV is a little over two years old and the dots have started appearing in the center of the screen. What can be done about this problem?

Regards

Model no. HLS4676S
Ser.No. 3CELC00056

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white spots on dlp
by rolyatbt / January 24, 2010 9:52 PM PST

White spots are starting to appear on my HL-S4676S please advise what to do.

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White Spots
by vbrechbill / September 9, 2009 10:33 AM PDT

Thanks for the help

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Confirmation Request
by mikepaddle / September 9, 2009 11:17 PM PDT

I read your generous offer to repair 50 DLPs early Saturday morning and immediately emailed the requested reply information and image attachments. When will you be confirming receipt of the repair requests and scheduling the repairs? I'm about to go blind trying to see through the spots.

Thanks for your pro-active stance.

mikepaddle

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Confirmation Request
by Samsung_HD_Tech Samsung staff / September 11, 2009 6:21 PM PDT
In reply to: Confirmation Request

mikepaddle,

It should be as early as next week.

--HDTech

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transaction number
by dscholten / September 10, 2009 11:08 AM PDT

I called to get a transaction number, explained the problem with my TV and told the representative about this post on CNet. The representative did not know what I was talking about. He put me on hold to check it out but came back and said no such promotion existed. I could not get a transaction number. He told me the only promotions that existed were on samsung's official website. How else can I get a transaction number?

Thanks,
Dan

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White Dots on 61" HD-DLP, HL-S6186W
by jrichlen / September 11, 2009 8:20 AM PDT

I began experiencing the problem a week ago, started with one dot and has been progressively growing as time continues. So come and go (white solid to blending back in to a normal picture) they looking like blinking white dots...others have now stayed permanently on (bright white). As I approach the screen it appears that the white solid ones have a small complementing black shadow. Power cycles have no affect, they immediately return.

I spoke with Samsung today and obtained a transaction #. The first level of customer support had no knowledge of the CNET forum but was transferred to ECR for additional discussion...I've been on hold for about 15 minutes as I type this...hopefully some good news to follow...

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Update After Call with Samsung
by jrichlen / September 11, 2009 12:47 PM PDT

After being on hold for ~15 minutes I got to talk to Samsung ECR. The helpful rep didn't have knowledge of the program, but after a little research (and an actual navigation on his end to C|NET.com) discovered it is a legitimate reach out to a few lucky customers to investigate the issue further. I have sent my information off to the e-mail address as requested, hopefully I'll hear positive news in the near future.

This is my first experience with Samsung Cust. Support and admit being impressed with their willingness to listen to the real details, not blow it off as "normal" and actually try to help.

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Update After Call with Samsung
by dscholten / September 11, 2009 2:30 PM PDT

Did they give you a transaction number? How were you able to be transfered to the ECR ?

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Update After Call with Samsung
by Samsung_HD_Tech Samsung staff / September 11, 2009 5:31 PM PDT

dscholten,

You should call and ask for a transaction number for the symptom in the event you want to call back for more details. The person on the phone should be able to give you one - reference number, phone transaction number - something. If not, you can ask to be transferred to the ECR department, and between those two departments, you should be able to get one.

That's the only part of the process I can't do - so if you get that, we can likely move forward. I've got a few spaces left, but they are closing up.

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Update After Call with Samsung
by dscholten / September 12, 2009 12:12 PM PDT

I called back and re-explained the issue. After talking to the customer service rep for about 15 minutes, he was finally able to give me a transaction number. I sent a follow up email to the address you provided with my information and the transaction number. I hope to hear back soon with an update. I really appreciate your outreach to address this issue. Thank you again.

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Update After Call with Samsung
by Samsung_HD_Tech Samsung staff / September 12, 2009 6:13 PM PDT

dscholten,

Awesome news. Thanks for posting back, and I apologize for the lack of communication at the service center. I want this process to go as smoothly as possible.

I appreciate the kind words.

--HDTech

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White Dots on Samsung TV 50"
by dottie1285 / September 22, 2009 4:48 AM PDT

Boy oh boy trying to get someone at Samsung to give me a transaction number was like pulling teeth. just kept on wanting to give a service rep. Finally got one. I have the Model HLS5086WX/Xaa and the white dots just continue growing. Will be sending email to DLP White Dot shortly with all pertinent info.
DElliott

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White Dots on Samsung TV 50"
by sabor72 / October 10, 2009 2:34 PM PDT

I have the same model and now have 3 white dots. Has your problem been resolved. If so, can you send me what you have done?

Sincerely,

Anthony S.
asegura72@yahoo.com

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dots
by jjmoran302 / September 14, 2009 12:32 PM PDT

hd tech am i on the list for the free repair?
because when i called the other day to get my trans # the lady on the phone said that someone from a local repair place was going to call me in a few days to make a service call. which i would have to pay for then when the tech diags the problem that i would have to pay for the repairs but then the voc department would be making a claim and refunding me. i was wondering what you think i should do?
if im on the list for free repairs ill hold off on the service call and deal with the dots till this comes through.

let me know what you think

thanks
John

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dots
by Samsung_HD_Tech Samsung staff / September 17, 2009 12:34 PM PDT
In reply to: dots

jjmoran302,

We have started contacting people, so if you were on the list before the 50 were reached, you'll be contacted.

--HDTech

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White Dots
by georgelandon / September 21, 2009 7:04 AM PDT
In reply to: dots

I bought 2 of these sets in January 07 and I have 7 white dots on one of the two sets. The other set is at my vacation house so it doesn't get used much, I suspect it's only a matter of time before it has the issue as well.

I know you have reached your 50 limit but here is my info, just in case. I hope that you can keep me informed and I will check the web site for new info.

Model # - HL-S4266W
Version #- PB 02

I called Samsung and got my claim logged and they said I would get a call back in a few days.

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Transaction Number and Talk with ECR
by jrichlen / September 12, 2009 5:24 AM PDT

I needed to get the transaction number from the first line of customer service. I explained all the details of my issue and then discussed the C|NET forum and specific instructions. The representative took down all my pertinent information and then transferred me to ECR since they were not aware of the forum post.

When I reached ECR, the first thing they asked for was the transaction number and told me you cannot get to them with the number and escalation from the first line.

As I mentioned in the earlier post, they were friendly and helpful throughout the whole conversation, hopefully this will end well.

It's impressive that they are not only monitoring the forum...but then trying to actually work with customers who are having this issue.

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Correction to last
by jrichlen / September 12, 2009 5:27 AM PDT

Sorry, meant WITHOUT see the corrected note below:

When I reached ECR, the first thing they asked for was the transaction number and told me you cannot get to them WITHOUT the number and escalation from the first line.

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Different experience
by zilkerpark / October 4, 2009 12:29 AM PDT

The tech I called at Samsung put me on hold did some research and said that he had heard of C/NET, he is unaware of any activity regarding the Samsung Model number HLT-5675SX/XAA. He did give me a transaction code however.

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Selected...
by Samsung_HD_Tech Samsung staff / October 4, 2009 7:24 PM PDT
In reply to: Different experience

The 50 people chosen for this program have already been selected. When I hear more on what other people can expect, I'll post it here.

--HDTech

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White spots on screen
by mtigger3 / October 23, 2009 3:55 AM PDT
In reply to: Selected...

-HDTech,

I find it shocking that so many people are having a problem with the Samsung HD tv's. Is Samsung planning to do some sort or recall/coupon for the fix, etc?

Our TV displayed it's first white spot a couple days ago and we have only had the TV for about 2.5 years.

It is very upsetting that this product appears to be very faulty as all the individuals who have posted to this forum have had their TV's for the same amount of time. Shouldn't a $1000+ TV last longer than 3 years?

Is Samsung planning to do anything for more than just the 50 lucky people who got selected?

Thank You for your help!!

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