Inherent problems with the LN52A850?

HD Tech,


Firstly, thank you for responding to my post, I have been monitoring this forum ever since I received the 850 and I can see how busy you are trying to help everyone.

I called Samsung on Wednesday April 1st and spoke to a Customer Service representative named Jim after receiving word of ?inherent problems? from my ASC. Jim told me there was a problem with the line as well. He stated that Samsung was looking into the possibility of the TV?s is being over packed in their boxes which might be damaging the line. He then put me through to ECR and I spoke to Matt, and he informed me that if the TV couldn?t be repaired they would schedule another exchange.

On Friday, April 3rd, I got a call from my ASC that Samsung decided to repair the unit by swapping out the LCD panel. I then called Samsung and was put through an ECR representative by the name of Francis. He was extremely professional and it seemed he did the best he could do. The conversation lasted about 45 minutes and during the conversation he was reviewing the photos I took. He was communicating with Samsung?s case manager, service tracking, and warranty department. It seemed to me that he was exchanging information via your computer network (I heard him tapping away at his key board with great intensity). After he told me the case manager made the final decision to just repair the TV, I asked him about the warranty coverage. After being on hold for a few minutes he told me he was informed by the warranty department that the 850 I received would only have coverage up to May 28th. That would essentially extend the warranty on my old 5271. After asking Francis if there was a supervisor I could speak to regarding the warranty, he offered to submit a service ticket, attach it to my file, send it to the warranty department, and see if they would give me a full year on this defective 850. He also informed me that the warranty department would contact me in 24 ? 48 hours with their decision.

The tracking number for the service repair is 4003343592

The tracking number for the warranty extension is 3000211414

If you look up the service repair number, I?m sure you will be able to see the pictures I sent are not pretty. They will show the clouding or unevenness is not normal and do make the television unwatchable in low light conditions.

Once again thank you for your help. I hope there can be something done with my situation, if nothing but another repair with a non-refurbished part and a years warranty on this unit.

Thanks,
kamots30

kamots30,

Thanks for your kind words.

Also, disregard my post in the 8-Series thread. I was unsure if I had sent this up, and I think I was waiting on your transaction number. I'll be sending this information up this evening to the head of ECR, in hopes of a quick resolution, along with my analysis and notes.

I don't have access to see photos or look up individual case numbers, as I'm not tapped into the service department with specific customers, but they do look at my recommendations for specific transaction numbers and take them into consideration.

If you don't hear back within 24-48 hours (excluding weekends), then it's likely that it's either backed up, or a decision may have been made, and the phone call response was backed up. Feel free to call in after that deadline passes. In this case, I'll send it up tonight, and it may likely be reviewed (maybe acted on?) as early as Monday.

As a general practice, I do believe that the warranty isn't extended from the original purchase date. So maybe there's an exception that can be made, but I just can't promise anything that I can't personally deliver; and I can't promise to personally deliver that - but I'll give it my best shot.

Please keep me posted as progress is made, and feel free to jump in if you need help in the meantime. This thread would be best, but I track all of them, so either way, keep me posted.

--HDTech

HD Tech,

I just wanted to let you know that Samsung is now working with me in a way that I am pleased with. Let's just hope that everything goes as planned. I also wanted to thank you for your help.

kamots30

kamots30,

More than happy to help.

Keep me posted!

--HDTech

I have the ln52a860 series and the screen is not displaying a picture but i have sound sad thing is its only 3 months old they are going to send a tech out to check it out. I just want it replaced that would be satisfaction to me! we will see how long this takes to get resolved considering I've been without a t.v for 4days now!I loved the product when it worked but i feel sick cause a product this new already has a problem serial#aqga3cfqco1213z transaction #400 341 6165 who can i get to help me with this problem? i will keep informed what resolve comes of this!

KALBRIGHT2,

I am sorry that you?re experiencing problems with your 860 Samsung. Mind you that I am not a service tech, but there seems to be a problem with some of the 850/860 models, specifically the inverter boards that were installed in these models. When the technician comes to your house you might have to tell him about this and have him do research on it. Your television might have version .3 inverters which will have to be swapped out for version .4. The technician will also have to make a modification to the television (max_dim setting) by accessing the service menu. Samsung has been good with this and has acknowledged this problem. If you?re still dissatisfied with the repair, meaning the problem persists you might want to ask Samsung's Customer Service to connect you to their Executive Service Representatives. They might be able to help you out a little more (i.e. exchange or refund). But you must remember that the warranty on your set is for repairs only, not exchange. Samsung might not exchange or refund until they feel all avenues have been exhausted. They have been good to me and right now they still have me as a customer. Just make sure you keep a record of who you speak to and keep with it.

Good Luck,
Kamots30

P.S. To get a better feel for what is going on with the 850/860 models you might want to check this thread out. It is extremely long, but far more informative than this one.

http://forums.cnet.com/5208-4_102-0.html?threadID=313706

Thank you for your advise it gives me a little hope but the t.v is only 2months old and not three they came today and have taken my t.v he seemed like he knew what it was doing so if it comes back in perfect condition i will be happy and continue to purchase samsung but if not i will contact them and try to resolve this issue and get brand new replacement or upgrade to the led instead of lcd thank you very much for what i should do!!! very worried customer

KALBRIGHT2,

Please post back here when the repair is done. If I can assist in any way in the meantime, please let me know.

I'm not a member of service, but I can assist and look into issues in a limited capacity.

Keep me posted!

--HDTech

well they fixed my t.v but scracthed the whole back top and stand it is on the picture looks worse than when i first bought it. the day it was to be fixed took 6 days longer the delivery they told me it would be monday then i called them to see when they would deliver it and they told me it would be thursday or friday so i already took the day off so i went up there to pick it up dust all over the unit and it was scratched every where ask them about it and told me i would have to wait 4hr for delivery guy to get there to dispute the matter so i did and everyone acted like it was my fault for there damage im very pissed off i have a damaged t.v that looks worse before they took it poor picture damaged unit i want a new t.v like it was before. i need it replaced with a new 52a860 not poor picture scracthed unit that they damaged very unhappy samsung customer kenny albright

Message was edited by: admin to remove personal phone number. Note to member, it's highly not recommended to post personal information in a public forum as it will be seen and discovered by the whole world.

KALBRIGHT2,

I took the liberty of requesting that your personal information be edited for your safety - if that was presumptious, I apologize in advance.

The service center acting like it was your fault is not good, and scratching your bezel is something that should be fixed. Why not call 800-SAMSUNG back, and have your case escalated to ECR? They may be able to approve your request - or at the very least, get your bezel replaced.

--HDTech

I talked with ecr and they told me to deal with the service center who damaged my t.v nothing been done on both sides i feel no service was done i would like to get a 1 year extra warranty or least replace my t.v sad thing is i have to fight with the service center that repaired my t.v and i didnt have them do the service samsung did now im stuck with p.o.s samsung t.v samsung never even tried to give me any customer service or even offered me anything but to fix it myself so never buy samsung or your t.v will go out in 2months they will send to junk service center damage your unit and tell you have a nice day.ref#3000-221-825 closed case fix it yourself.i guess i some news station to broadcast service you will receive after the sell wish would have bought sony instead but i did like samsung but will never buy one again