Thank you for being a valued part of the CNET community. As of December 1, 2020, the forums are in read-only format. In early 2021, CNET Forums will no longer be available. We are grateful for the participation and advice you have provided to one another over the years.

Thanks,

CNET Support

Alert

TV Warranty Woes: Claiming " Internal Crack " ?

Feb 4, 2015 7:29AM PST

Looking for a little advice here, hopefully the samsung rep can chime in.

I bought my 65 inch TV on black friday @ bestbuy in preperation for my basement reno wrapping up, The TV sat from black friday up until about 2 weeks ago when I installed it on my wall.

It worked beautifully for about 2 weeks, then one day I come on downstairs and the tv has these multicolored lines running up and down through it.

I can still here sound, and if I move the menu promts around the colors will change in accordance to whatever is on it.

I also noticed that if I turn the TV off for an hour or so and turn it back on, the screen will work perfectly fine for about 60 seconds or so, and then fade right back into these lines.

( note: it is not any sort of bluray / cable box problem, I dont even have anything hooked up to it, the tv's primary use is for streaming amazon/netflix )

I've been back and forth with samsung for the past few days, and I must say - their customer service leaves ALOT to be desired, i've never been so frustrated in my entire life.

I sent a few pictures into samsung as requested, a day or two later I get a voice mail on my phone saying that any warranty service will be denied because there is a " pressure point " on the screen.

I call up and speak the a few people, Nobody can tell me what a pressure point is, or where it is.

I ask that they re-review the pictures, because they've made a mistake - the screen is brand new,mint condition, not a blemish on it. I send some more pictures in and the girl on the phone says she will have the panel investigation department review it again.

I call back the next day, The new service rep tells me that they will not be reviewing the new ( higher quality pictures of the screen ) pictures , once the panel department makes up their mind, that's it, no 2nd chance, it's final.


After alot of back and forth I finally get a manager on the phone,, since nobody can tell me what a " pressure point is " .. the manager changes the story, and all of a sudden it's an " internal crack " inside the screen.

Apparently Samsung has X-Ray vision through a low grade cell phone picture. Again, the screen is MINT.

Any thoughts on what I can do? Samsung is telling me to pound salt, and i'm out of my return period to take it back to best buy.

I havent even finished hooking up the cable box yet, and all I have now is an expensive paper weight.

Again, is this really a busted panel? internal crack? Like I said - the screen will work fine for about 60 seconds, then fade into those lines. If their was physical damage wouldnt the screen not work at all?

I'm including some pictures of the screen and the issue i'm having. Do you see anything? Please advise.

link to alumb

https://www.flickr.com/photos/12939356@N02/sets/72157648324873303/

video of going from normal to lines:

https://www.youtube.com/watch?v=9kAzwYviIYs

Discussion is locked

- Collapse -
I'd try again as
Feb 4, 2015 7:53AM PST
- Collapse -
TV
Feb 4, 2015 9:09AM PST

Looks to me like the video processor is breaking down from heat... I would suspect a bad board.

- Collapse -
Re: Tv Warranty...
Feb 6, 2015 11:48PM PST