Samsung forum


Internal screen crack on a samsung plasma 51 inch

by Firefighter2014 / March 27, 2014 8:12 AM PDT

We've had this tv less than a year. Tip top condition, looks brand new - because it basically is! Tv all of a turned on with a black screen and weird noises. Samsung sent a tech, tech said it's an internal crack caused in manufacturing. Said it can happen in plasma's and this models had trouble with it. Called after a week of not hearing about parts, and now samsung says it's external! They told me no ones spoken to the tech who actually looked at the tv, and they can't tell me how this is determined, just that "they know"! Sounds like I'm one of many dealing with this warranty scam. I know I'll be cc'ing the attorney general on a written letter to samsung regarding this dispute. And be yet another filing a complaint with the BBB. I suggest everyone else do the same.

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Another Samsung plasma screen failure blamed on impact
by jgzeigler / March 31, 2014 5:33 PM PDT

I just had a similar issue with my 2012 model pn64E8000 that I bought from Best Buy. The Geek Squad came to my house twice to look at the TV and concluded (based on the shape of the crack) that someone must have thrown something at the TV despite no exterior markings on the plastic sheet covering the glass and the fact that it happened while everyone in the house was sleeping. It was under warranty, but I can't get it fixed by them under the warranty coverage because it does not cover damage due to impact.

The spider crack has a small circle in the middle of it. I'd be interested in anyone else who has had similar experience.

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same here
by kingpaolo29 / April 16, 2014 7:23 AM PDT

i am in the exact same boat. Internal crack appeared out of nowhere and Samsung is claiming physical damage from day 1, yet did not send anyone to inspect the TV. I took pics showing the external screen as pristine, yet they claim something must have hit it?? I took the TV at my own cost to the authorized Samsung repair shop and they took more pics and email samsung stating that the crack was internal and there was no impact damage. They still deny the warranty claim.
Everyone should file BBB complaints and file complaints with the Ombudsmen in there Province or State imo.
Ive spent countless hours trying to sort this out? Despicable customer service.

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