The only recommendation I can make is to call 800-SAMSUNG and have your case escalated to the Executive Consumer Relations Department. I can't suggest what will happen, but they are able to make those decisions.
In November of last year, I bought a nice LN52A650 LCD TV. All this time I was very happy with my purchase until about 1 month ago.
One day my sister was watching TV, all of the sudden a circle, no bigger than a penny appeared on the screen. I thought some pixels went bad, but then looking at the TV closer I was able to see a small crack inside. So, my sister called Samsung and a service appointment was scheduled.
So, everything was going fine, the TV repair guy took some pictures, and told us "I have never seen anything like that". Then, he said that the pictures will be sent to Samsung and we should expect a call from them.
Well, that call never came. My sister called again, and Customer Service told her that it was physical damage. My sister explained to the CS Rep that it is impossible since she was just watching TV, the TV does not even have 1 small scratch (not even in the base, back or anything), and only 26+ years adult in the house. Well, the rep offer that a case manager could assist her further, and that we should expect a call within 76 hours. Well, that call never came.
Today, I tried calling Samsung again. I asked to be connected to a case manager, and the CS Rep said they don't take incoming calls. The CS Rep told me that the case was closed with a final resolution of physical damage. So I kept asking her to connect me to a case manager but she refused. Then she went on with the excuse that she shouldn't even be speaking to me since my sister was the one on file with this case!!! Then she said that my TV was not under warranty, that the warranty expired on July!!! (And I can prove this with a store receipt and my AmEx statement). Why is Samsung playing games?
So, what am I supposed to do now? A case manager won't return my calls. Samsung has been stalling for a month now, and I refuse to let this go since this was a $2000+ TV. I'd appreciate if someone could give me some advice on how to proceed before this becomes a legal battle?