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Resolved Question

Samsung DLP TV Whuite Dots

Dec 19, 2011 1:24AM PST

I saw there was a previous thread on this but it's looks like it's possibly closed? Anyway, I have a Samsung HLT5076SX/XAA, Seriel #AHFM3CKPB01531X, purchased 1/2/08. The problem started with the white dots about 3 weeks ago. All dots are on left of television, except for 1 near the center, and there are about 20 total now, up from 12 just 3 days ago, so they seem to be progressing faster. I can see from multiple online searches this is a known problem with a defective DMD chip causing this. I have contacted 800-Samsung and spoke to customer service, who after review (having me do all the necessary steps), placed me on hold to transfer to the escalation department. No one from the departmentment was available to take call and she said she would call back with someone on the line within 20 minutes. Needless to say, I am going this route instead looking for assistance, as I have not had a return call. When I asked her for a transaction number to be set up she said it was unecessary as she was going to connect me, so I do not have a transaction number.
I also had an authorized Samsung repair person here at the end of August for a problem with my picture, which looked as if it had shifted down, was crooked and was "bowed" in on the sides. Needless to say, $225 later that problem is still there, even though he did try his best to make adjustments with mirrors (another known problem with the television).
I do not want to pay anything for the white dot issue. I feel I have paid enough for the other problem which still remained after repair. It's a known issue, it does not require a service person to diagnose and report back to Samsung.
Can someone assist me please? Thank you.

Discussion is locked

ooovigooo has chosen the best answer to their question. View answer

Best Answer

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Samsung DLP TV Whuite Dots
Dec 19, 2011 2:23AM PST

ooovigooo -

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TV
Dec 19, 2011 3:17AM PST

Thank you for the links. I will try that route now. I appreciate the information.
It just seems to me regardless of the age, I spent a good deal of $ for this television and if there is a Samsung known defective item that was used in the manufacturing of it's product, that Samsung should stand behind the repair/replacement and fix the problem. No different then an automaker who will send out a recall for a defect.....Samsung has known about this issue for quite some time according to various threads here on CNet and elsewhere....it only seems fair.
Thanks again~

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TV
Dec 19, 2011 4:18AM PST

ooovigooo -

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TV
Dec 19, 2011 6:43AM PST

Thanks - I did go to the FB link and received a prompt response to my inquiry, that Samsung will provide a one-time, free-of-charge, courtesy repair to replace the
DMD chip only. If the service center determines the issue is not related to the
DMD chip, I will be responsible for the service center's trip charge and the
cost of any repairs performed. Since I am certain based on everything I am reading that the issue is indeed related to this chip, then I am satisfied with this response of them taking care of the call and chip replacement free on charge. I assume someone will be in further contact with me to set up an appointment, I did give my address and phone number.
Thanks again for your assistance.....

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TV -
Dec 19, 2011 9:37AM PST

ooovigooo -

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TV
Dec 19, 2011 9:34PM PST

Thanks, they did not give me a case number yet, so I assume that happens when someone calls me? All that happened so far was me sending them my contact information throught the facebook link......

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What was the Cause of those white dots?
Dec 25, 2011 5:15AM PST
I have white dots on my Sansumg TV screen. (Comcast digital, all channels -- including "On Demand). Did we ever find out the cause in Ooovigoo's case? Thanks. My dots are sometimes random and snowy -- other times arranged in moving waves (though still snowy overall). Thanks.
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No one seems to go deep on this.
Dec 25, 2011 5:33AM PST

I used to work doing failure analysis down to the gate level in chips. So far the fix seems to be replacing the DLP "chip" made by Ti.

Since we can't repair the chip, there is little reason to go any deeper. I'm sure Ti is not very interested as there is no new sales of this type TV.
Bob

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my case- response
Dec 29, 2011 5:48AM PST

My dots are steady. Samsung's certified service contractor for my area is due to come tomorrow for an appointment for this repair, so I will report back. Assuming it a failed DMD chip, they will cover it with a "1 time" courtesy call, extending the warranty for this one visit. We shall see if it's fixed tomorrow........

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FIXED :)
Dec 30, 2011 1:57AM PST

Samsung certified subcontractor was here today, replaced the chip and viola, no more white dots. Thanks you Samsung for extending the warranty for this one time repair of this defect!

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FIXED :)
Dec 30, 2011 6:44AM PST

ooovigooo,

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Samsung HD tech please help!
Dec 30, 2011 6:23AM PST

Samsung HD Tech,
I am on the phone with the executive customer serice person right now. I have the same white dot issue on my Samsung 61inch DLP - MN: HL T6156W - MC: X/XAA My latest transaction number is 5102676657
He is telling me that because of my model, there are no coverages and nothing they can do to help with the cost or repair. I called the repair shop that Samsung recommended and they said if it is the DLP chip or DMD chip or whatever it is that everyone else has had to replace... that the cost would be up around $500.00 I'm becoming very frustrated and from all that I have read here it seems that you are the last, but most effective avenue. Please help

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Samsung HD tech please help! -
Dec 30, 2011 6:45AM PST

n50plic,

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Why????
Dec 31, 2011 2:44AM PST

Why am I reading on this forum that you have "escalated" peoples complaints to a manager and their problems have been resolved? Why am I not recieving the same treatment???

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Because there is a new system in place.
Dec 31, 2011 3:03AM PST

It was fairly recent and to slow the confusion the older threads have been retired with the out of date system.

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61 inch dlp
Dec 31, 2011 5:44AM PST

I too am having the infamous white dot issue with my 61 inch tv, model hls6187wx/xaa, after going three rounds with three different people from samsung. I got nowhere. You always reply that samsung takes these on a case by case basis, but with so many people having the EXACT same problem, I think it's time samsung stepped up and did the right thing. This is not a warranty issue but a manufactoring issue. Spent about $1800 and not quite 4 years later i now own a 61 inch paper weight. I own 5 samsung products in my home, but if this is how you treat customers there will never be a 6th.

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Did you do that one last thing?
Dec 31, 2011 6:01AM PST
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Confused
Dec 31, 2011 8:04AM PST

With all due respect I appreciate the link to the Samsung forum but I doubt this forum will solve my problem. What I need is for a technitian to come to my home and fix this piece of garbage! I feel your pain cjfm87. What I need to know now is how to join the class action suit that has been proposed against this company. I feel like the "dude" who just got his rug peed on!!!

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Sorry
Dec 31, 2011 8:10AM PST

But if you didn't try that link then you are left to call it in and take what they offer.

As to the class action be careful about that. If you say that on the phone they might take you seriously and put a note in the product file that you are pursuing a legal path. What happens next is no one in Support can talk to you because it's now between you and the Legal department. Remember I have no affiliation with Samsung and am reaching out to share what the last steps are and to help you avoid a legal trap. But if you must go legal, then go ahead knowing that it is no longer a Service issue.
Bob

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Thank you Bob
Jan 1, 2012 5:23AM PST

Thank you for your help and advice. It is greatly appreciated. I will more than likely stay away from legal issues only because i don't have the time and energy for it. If it was an easy fix I would persue it but I know from experience that legal stuff is a headache. I'm however spreading the word about Samsung and how extremely dissatisfied I am with their product and service!

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Link, comment.
Jan 1, 2012 5:54AM PST
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White Dots on TV Screen (while watching Comcast cable)
Jan 3, 2012 11:06AM PST

I don't have the model info for my friend's Samsung TV, but it's about 3 years old & 27 inches diagonal. It always worked perfectly until my friend switched to Comcast (Xfinity) cable service. We checked and tried everything. I researched this problem online. I also wasted much time talking with Comcast tech support. The snowy white dots on the screen occur only when viewing the Comcast feed, otherwise it's working fine. The problem is continuous, and started shortly after installation. Sometimes Comcast tries to blame the equipment, sometimes the setup, or the customer. A couple of times they cited "an outage in the area," but the problem remains even when there is no outage. I saw an ancient post from 2008 on one forum which claimed that keeping a wireless phone base too close to the TV could cause white dots on the screen -- we haven't tried moving the phone yet, but that sounds unlikely. Since this thread focused on a chip fail, could anyone recommend a more appropriate thread here, or on any other forum or troubleshooting website? I doubt it's a problem with the hardware itself (unless it's the cable box, which worked at first, and Comcast wants to charge for a return visit to check this). Thanks very much in advance...

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New Thread
Jan 4, 2012 9:53AM PST

I'd suggest you start a new thread in regards to the problem your friend's TV is experiencing. The symptons does not appear to be consistent with that of the White Dot Issue. Try to reach out to Samsung's HDTech as he would be of more assisstance to you.

And just an update on my white dot journey. Samsung has agreed to pay for parts only if my TV reaches a certain amount of white dots. It's ironic that I am now crossing my fingers in hopes of more white dots popping up. Anyhow, I plan on taping the tech that comes out to swap the dmd chip so i can do it myself in a couple of years. Such hassle for a $2,000 TV that Samsung advertised to last over 10+ years. Should have gone with Mitsubishi, bigger, cheaper and now as it appears better built. Not to mention a dedicated 3D converter box unlike Samsung who basically could care less about its consumers.

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Update on 61" DLP white dot problem
Jan 5, 2012 6:31AM PST

O.K here goes. Plane and simple. If you don't have a DLP tv on Samsungs mystery list, you are on your own. I say mystery list because if you ask samsung for a list of tvs covered, they will tell you it's confidential. Tried calling service number,got no help. Tried twitter, again no help, but did get the email for the office of the president. After emailing got a call from the secretary saying they were deeply sorry, but felt that almost four years for there tv set was long enough. I explained that if my tv fails after four years I understand I have to fix it, but how do you explain thousands of tvs having the exact same problem, around the same time frame, and then you choose to fix some tvs that are out of warranty, and not others. I got a run around answer and was once again told my tv was not on the list.Wow I was completely shocked that samsung would not stand behind a product which they know has a problem. Folks don't let up, constantly call, email, tweet, and facebook samsung. Let them know how dissatisfied you are, and your not alone. Will no longer buy or recommend, any of there products. It's unfortunate it has to comes down to this. Good luck to all who experience this problem.

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We ought to print some t-shirts.
Jan 5, 2012 7:48AM PST
Wink Wizards, Warlocks, Witches of the White Dot:. We should start a club! With t-shirts. I wonder how many people experience this kind of problem. It just seems like such a corny, old-school problem, though. Maybe I'm not conceptualizing this right, but I don't immediately see how a digital signal process could scatter discrete white dots around a visual display a la RF interference. Me no know!
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I'm down
Jan 7, 2012 2:30AM PST

Sign me up for the t-shirt! Anything to get the word out about Samsung. I recieved a call from the president's office yesterday in NJ. I was all excited that I might actually get some help from this company only to be shot down again. The woman asked me a few questions and then told me tht the customer service rep was right and that there was nothing they could do for me. I said, "so what was the point of your call?" She said, "to follow up and make sure you were recieving the right info." I laughed and said, "Hey Kristen...thanks for wasting my time again." and hung up. The balls of these people. Call you up to add insult to injury!!!

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Dare I note the Mits DLP white dot issue?
Jan 5, 2012 6:44AM PST