First of all, I would like to thank everyone, who has
contributed to this forum. Thank
you! Thank you! Thank you!
There is another thread here, which has been locked for replies. Reading through the comments in that thread gave me the knowledge and confidence to successfully handle my
issue with Samsung. Here is my experience dealing with Samsung.
We got a little over five years from our Samsung TV before
two white dots appeared on the screen in late November. The situation worsened very quickly. Within a couple of days, we had almost a
dozen white spots. This is when I
decided to do some internet research on this problem and found this site. I called Samsung at 1-800-726-7864 on Friday,
December 2. They asked for my model code
(HL-T5075SX/XAA), serial number, and version number (PD01). All of this information was easy to get right
off the set.
I talked to a rep named Shemia, who was most pleasant,
accommodating, and knowledgeable. I did
not have to argue at all. I was
immediately told that, if the problem was due to the known defect with the
chip, I would get a one time courtesy service free of charge. I agreed to these terms and was then assigned
a service order number and scheduled for service next week between 8AM and
12PM. I was told that the service center
will call me within 48 hours to confirm the appointment and then again on the
day of service, once the tech is about 30 minutes out. Shemia even gave me her extension, so I could
call her back directly in case the service center did not call within 48 hours.
My experience with the service center was not nearly as
smooth. I was assigned a service center
in Riverdale, NJ, which is almost an hour away from my
home. The service center did not call
within 48 hours. When they did call they
left a message and did not follow up. My
calls back to them were placed during their business hours and both times I had
to leave a message because nobody was manning the phones. The day of the scheduled service, a technician
called and said that he would not be able to come by 12pm, as was initially
scheduled. When I called to reschedule the
customer service person at the Riverdale service center was obnoxious and
unprofessional. I spoke with a woman
named Abigail, who never apologized for the missed appointment, refused to
schedule a time block, offering to schedule a date, and complained about my
address being far away. I asked her if
she felt that it was reasonable for a working family to spend their entire day
waiting for a service technician. She
didn't care, telling me to complain to Samsung, if I didn't like it. I asked for her full name. She refused to give it to me and hung up on
me! I may have been demanding, but never
unpleasant or offensive. Shame on this
service center and Abigail in particular... I wish I knew her full name and the
name of this service center.
Having had this unpleasant experience with the service
center, I called Samsung and complained.
Shemia again was super accommodating and pleasant. She found a service center in Keyport, NJ,
which is just 15 minutes away from me. This
service center called promptly to confirm my issue and TV model. They called again to let me know when the
part arrived and scheduled service for the morning of Monday, December 12. The technician came in the time block we had
discussed, called ahead to let us know when he was 15 minutes away, and did all
the work within ~45 minutes. The service
was completely free.
We first saw the dots in late November, after Thanksgiving. By December 12, it was unwatchable. We literally lost count of the number of dots,
so I definitely recommend you take care of the problem ASAP, once you see even
one dot. It's unlikely the dot will
disappear on its own. I also would
recommend you confirm that the service center you are assigned is fairly close
to your home address. That gives the
service center more flexibility and makes it easier for them to meet designated
service time. Now, fingers crossed, our
TV looks almost like new. Love the
picture quality! Hopefully, we can get
another 5 years out of it!!!