Samsung DLP TV w/ White Dots on Screen

Just check out the following link.

http://forums.cnet.com/7723-13973_102-560523/samsung-dlp-white-dots-fix/

Chip should have lasted far longer than is being reported. If you read the other thread you will find my non-bias analysis.

It's a simple request. Can you find it?
Bob

OK, you are probably here because you had a problem with the white dots on you expensive Samsung TV. Here is a summary of what you will find if you go through the multiple threads on CNET and probably on other sites that report problems with Samsung:

1) Some TV's get repaired regardless of age and some do not. It is always the same chip that is a problem but Samsung will only give "great customer service" if your TV model was listed in the class action lawsuit. I'm not going to look it up again but read through this site

http://forums.cnet.com/7723-13973_102-560523/samsung-dlp-white-dots-fix/

it is all there.

2) There seems to be a person or persons who will respond almost immediately to all complaints although this person/persons acts like a customer there is never any mention having a technical problem with their TV. Also the speed of the response (day or night) is curious.

3) This person(s) will always mention the age of thread and try to encourage you to stop contributing to the thread. There is great information on these threads that do not reflect positively on Samsung. However, if these threads become inactive they are harder to find and also fall back on the CNET forum list.

4) This person/persons will seem sympathetic (especial since he/they are just a consumer like ourselves ) and direct you to pay to get it repaired or fix it yourself.

5) In the end you will need to get it repaired, replaced or fix it yourself. If you worked on computer hardware before this isn't too bad otherwise select another option.

6) All we can do is pass the word on Samsung quality and support and how they handle damage control. I am encouraged that we have over a hundred entries from disgruntled consumers and thousands who have read our posts.

Good luck.

I'm posting this more or less as a courtesy to others. My DLP just started having the white dots a few weeks ago. I am more than capable of fixing this myself however, I wanted to see if I could get Samsung to repair it free of charge before I went looking to source the DMD chip. Anyway I used the Live Chat option on Samsung.com and talk to a service rep this way instead of calling becuase the chat is 24/7. Anyway to make a long story short they set me up with a service order number and sent me the details via email. Here is part of the transcript of the chat minus my personal info:

Addison: Hi, thank you for reaching out to Samsung technical support. How may I assist you?
Visitor: Hello, I have a DLP in which white dots have recently appeared on the screen. I received information that my model of TV is covered under a one time free fix. Can you help me with this?
Addison: I am sorry to hear that the TV screen is affected with white dots.
Addison: Please provide me with the model number of the TV.
Addison: You will find the model number on the rear panel of the TV.
Visitor: MODEL:HLT6176SX/XAA
Addison: Does this happen on all inputs (like DVD and cable box)?
Visitor: Yes, and all inputs
Addison: Is the menu screen also affected?
Visitor: I havent checked the menu screen.
Addison: Please check if the menu screen is also affected.
Visitor: I can quickly check if you would like me to.
Visitor: Ok brb
Addison: Please go ahead.
Visitor: yes the menu screen is affected as well
Addison: Please reset the picture of the TV to factory default settings and check if that helps.
Addison: Menu>> Picture>> Picture settings>> Picture reset.
Visitor: Sorry, that did not resolve the white dots
Addison: Please unplug the TV, wait for 30 seconds, re-plug the TV and check if that helps.
Visitor: Ok, brb
Addison: Please go ahead.
Visitor: Sorry, the dots are still there.
Addison: Please give me couple of minutes.
Visitor: OK
Addison: Thank you.
Addison: If your unit exhibits white dots appearing on the screen on all sources and channels, Samsung will provide a onetime courtesy repair to replace the DMD chip. However, should the issue not be related to the DMD chip, you will be offered an estimate for repair and be responsible for the trip charge. Do you consent to these conditions?
Visitor: Yes.
Addison: I will file a service request for you.
Addison: Please provide me with the details:
Addison: Full name:
Addison: Email address:
Addison: Phone number:
Addison: Shipping address with ZIP code:
Addison: Alternate contact number:
Addison: Complete serial number which is 15 digit alpha numeric:
Addison: You will find the serial number on the rear panel of the TV.
Addison: The serial number will be 15 digit alpha-numeric.
Addison: The last digit of the serial number will be an alphabet.

so the dmd chip was the problem .. I've done the same just wanted to make sure cause important jot trying to pay that trip charge

So it looks like Samsung is finally stepping up and doing the right thing. I do believe that if it wasn't for the constant complaints from me and others on this site and many others your calls would have gone unanswered. As you might have noticed many on thread

http://forums.cnet.com/7723-13973_102-560523/samsung-dlp-white-dots-fix/

haven't been so lucky. Hey Bob why not the typical response to kill this thread when Samsung does the right thing?

Frank and Tom Congratulations.

And you didn't so I can only guess what issue you have here. What thread did I kill? There were a few old threads with out of date information that were locked but that's all that was done.

Let's hope the other makers that used that Ti part step up too!
Bob

At the top of the forum and if you want to know more, over in the CNET http://forums.cnet.com/home-audio-and-video-forum/

I can't guess why folk bury requests in old posts but I never found any recall list. There was an early failure list but as I see above they noted that issue. As time passes my engineering friends think all should fail as it is a mechanical part.

Post in http://forums.cnet.com/home-audio-and-video-forum/ where we can share links about that.
Bob

I fully understand your frustration. This thread is the best thing going for finding out how Samsung has handled their problem. The DMD was not a recall item, particular TV units are listed in a class action lawsuit and some TV's with the identical part were left off. More information on the lawsuit are discussed in this thread.

Model # HL72A650C1FXZA

I have the same issue with my Samsung DLP 72" TV. Problem started with a couple of white dots and now there are hundreds making the screen unbearable to watch. I did my homework by reading through older forums and found that Samsung was very consistent at being inconsistent with their support. They offer complete coverage for some TV models and not others with a disregard to size, price and age of the unit. For example, you will see a 6 year old 50" TV covered, while a 3 year old 72" TV is not.
My call to Samsung was like many others. They took my info, put me on hold and came back stating that my TV wasn't listed as a warranty repair item and that they'd be happy to engage a technician at my cost. They also stated that this is considered 'normal wear' of the DMD chip. I know that the responses are read directly from their call center database and the first level agent isn't empowered to help in any other way. With that, I asked for a supervisor who in turn created an 'executive request' number and transferred me to another dept. The exec request folks put me through the same rigamarole and came back with the same answer, stating that my unit would NOT be covered.
My final argument was that the DMD chip they were agreeing to replace at no cost on other models was the exact same part (has same part number) that had affected my TV and therefor the model should be irrelevant and all units with that DMD part should be covered. The agent concurred with my thoughts and placed me on hold. Upon her return, I was informed that Samsung would cover the cost of the part but not the service call. I asked if I could get the part sent to me and I would install it to which they replied, no.
After all that, I'm relatively happy that they covered the part although I know the service cost will exceed the cost of the chip. It's just a shame that I had to exert such an effort to get some level of satisfactory customer service.

I'm dealing with the same problem now. I looked up the list of tvs in the lawsuit. Mine wasn't one. It seems like everyone who got the free service model began with HLT. I am pissed. I'm thinking of contacting my lawyer. My tv has no wear and tear because it was stored.

Ti created and manufactures the DMD so be sure to know the companies that made and used this part. If you look around there are no less than 4 names you won't be buying from now.
Bob

Ti = Created the DLP system and more. The only producer of the DMD chip know and was shut down after the Fukishima disaster causing a shortage of replacement parts.

Ti = A maker of DLP projectors that got slammed over DMD life span so much so that they upped the warranty to 5 years on their own projectors. Ti did not extend that warranty to the DMDs used in other makes.

Mitsubishi, BenQ, Samsung, Epson, Christie and others used this device so be sure to keep adding those to your list but bear in mind that the device is mechanical at its heart and soul so failure is a sure thing.
Bob

Just got the white dot problem on my hl56a650 serial number akwf3ckqa01240w same story same script as everyone else wear and tear model isn't covered ect ect very frustrating. They admit certain models are defective but other models with the same problems aren't.

The time I heard the story was the life span was shorter than expected. The part does wear out.
Bob

You want to chat about alternatives such as DIY replacement.
Bob

Hi Bob,

I was wondering if the DIY route is the way to go for my 50" DLP. It has the white pixel problem bad but everything else seems to be working as it should.

Could you walk me thru what I might have to do to fix this myself. Since to tv can't be used as it is it stands to reason if I blow it up nothing will be lost.

Appreciate any info you can give me about the part needed and approx. cost would be appreciated.

Thanks
JR

Also, another source on parts besides samsungparts.com
-> https://www.youtube.com/watch?v=JgiZdc4kZDw

The design is from Ti and I've seen this be close enough for almost all models. There are some that must get a service manual (sorry but I think this video is very good as a guide for almost every model.)
Bob

How long should the chip last bob with moderate viewing?

This is from the Ti document and charts. Variables are heat and humidity. Sorry that it's such a vast range, but you can see the charts too.

The hl56a650 looks to have come out in about 2008 so it got more years than what Ti warranted their DLPs for.
Bob

Yes samsung guarantees there products for a year but you expect more use than that don't you thanks for the help bob but I'll wait for other replies I don't know where your interest in this comes from

And we have some 100+ posts on the subject. My background includes electronics design, reliability and more.

As to your comment about 1 year warranties, it will happen some day that some one will head to the courts to take all makers to task for 1 year warranties?

This thread is so old that, well, I can't guess what hasn't been covered. If you want a fresh reply from the Ambassador, start a new post as your posts are buried in this old discussion.
Bob

You are acting exactly like the guy who previously posted said someone would pretty creepy bob go away

There are a few members that brought out the angry mob tools and wanted to debate all this stuff. As I had the Ti documents on hand years ago I probably have written more than I should on the matter.

Those that want to DIY, I can point to sources.
Those that want to go legal, know where to go next.
Bob