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General discussion

Update

Feb 5, 2009 2:30AM PST

Samsung HD_Tech

I would just like to update you on how my second service appointment went. They guy came in today, took a look at the TV and didn't say a word. I showed him the severe flashlighting in the two upper corners. He than asked me for the remote, he didn't know what he was doing, He was fumbling with the sound settings for a good 10 minutes til i told him those aren't the picture settings section. After i directed him there, he told me what i was seeing was the blacklight coming through (Oh really, like i didn't know!) He than set my back like to 2, turned brightness down to 40, turned HDMI: Black Level low, Black Adjust High, Dynamic Contrast to High. The screen was completly black of course but... How does he expect me to watch TV with a back light of 2 and crush my blacks completely? He then told me "there, it's fixed, if you're not happy call Samsung"

Why would i call them if they're just going to send me another person who has no clue on what to do? Seriously, i am extremely disappointed. I don't know what else to do,this guy was TRYING to help but he lacked experience he just didn't know what was going on. I know it's a problem because the person i spoke to on the phone from Tier 2 told me that it's a defect. I am thinking about calling and asking for a refund but then i'd probably buy another Samsung set because i truly love the picture in them, i just wish i could get some help.

Discussion is locked

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Oh, almost forgot.
Feb 5, 2009 2:34AM PST

I forgot to add that i also showed him how blotchy my tv get's when you view it slightly off angle and he told me it's not a defect, i told him that the person i spoke to asked me to insist on him replacing the panel and he just brushed it off. completely ignored me.

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Pictures
Feb 5, 2009 3:11AM PST
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terrible
Feb 5, 2009 3:16AM PST

This is why I hate service calls. Nine and a half times out of ten they send an UNqualified guy over who is more concerend about the Big Mac thats sitting in the seat of the van getting cold than he is about fixing your problem. So he will come in, spend five minutes, give you the old line "thats normal" and leave.

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Tier 2, & 3
Feb 5, 2009 4:54AM PST

I just called Samsung and spoke to Tier 2 and Tier 3 twice and all they tell me is that it's something that i have to deal with. They say the TV is working as it should. I hear of Samsung taking care of people with my same issue why aren't they helping me? I asked for a refund or an exchange and they refused.

If i knew i was going to have this problem when i purchased the TV i wouldn't have purchased it at all, i am beyond upset.

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serivce
Feb 5, 2009 7:11AM PST

iVersatile,

I can appreciate how upset you must be.

Was this from the same technician that came the first time?

I can't say that replacing the panel is necessarily "always" the right solution, but this technician doesn't appear to be doing what he should be doing. I realize that this reflects on us, but let's take this a step further.

I would call 800-SAMSUNG and ask for ECR with your service ticket number. That's the office where you could negotiate a repair or refund, or possibly whatever solution works best for you.

If you'd like, I'd be willing to personally see that this gets assigned to a representative. Let me know your Service tix number.

I'm very sorry about all this. I'm frustrated that you'd have to make the additional effort, but I'd like also to see your set get fixed.

--HDTech

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different
Feb 5, 2009 7:34AM PST

This was a different tech than the first one, the first one was unwilling to help. the 2nd one tried but didn't know what to do, I had to show him what to do with the remote and how to get into picture settings. The only solution he found was what i posted above. I thought he would look at the actual unit it's self but he spent 15 minutes messing with the picture settings than left and told me if i am still not happy to just call Samsung.

The people i spoke to on the phone explained to me that i had two different service centers look at my unit and because of both service centers reporting that it was "working up to spec" there is nothing they can do about it. I am afraid they don't believe me. If there was only a way for me to somehow send those pictures to them i think only then they might help

I called three times today and no one seemed to want to do anything, i am exhausted at this point.

If you want my ticket number it's 4003107137 i think it won't be valid after tonight because the service center will mark it as "closed." i will call one more time tomorrow morning but i am not expecting anything.

You seem to be the only one trying to help.

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Good idea...
Feb 5, 2009 3:09PM PST

iVersatile,

I actually took your posted pictures and emailed them in this evening along with your service number, a synapsis of the issue and my comments to one of the higher ups that I think can help. Figured I'd do what I could.

I'm going to continue to see what I can do.

--HDTech

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Sweet
Feb 6, 2009 3:01AM PST

Thanks. Hopefully they'll call me sometime soon... Like i said if i was offered a refund i would just buy another A650 because i really do like the picture on Samsung's HDTV's.

I trust they will do the right thing, i won't give up.

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More calling
Feb 6, 2009 1:22PM PST

First off, sorry if you're getting sick of me! i didn't expect to run into this much trouble. Anyhow...

I called again today in the morning and they viewed my file (i think the one you sent?) and saw the pictures yet they still wouldn't budge! they told me that they're going to need a second opinion and if i could take more pictures, so i did. the person i spoke to gave me an e-mail for me to send the pictures in. I was wondering what happens next? Will they really call me or is this an attempt to get rid of me? i asked her if she would call me but she quickly replyed with "We'll contact you"

I guess i will have to wait and find out. I will keep you posted. I'll post the second set of pictures just in case you want to take a look at them. I seemed to have developed some banding and discoloration also.

http://i488.photobucket.com/albums/rr243/iVersatile/CloudingFlashlighting1.jpg
http://i488.photobucket.com/albums/rr243/iVersatile/BlotchyDiscoloration.jpg
http://i488.photobucket.com/albums/rr243/iVersatile/OffAngleDiscoloration.jpg

I don't think i should have to put up with the "This is normal, the unit is working up to spec" talk. I have a 650 and it's flawless compared to this one.

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No worries
Feb 7, 2009 10:17AM PST

iVersatile,

When I say, "Keep me posted", I mean it. I'm in no way frustrated by you or any of your posts.

(Is that first one just a blurry photo, or is that an accurate photo of an actual static image?!)

If you don't hear back by Wednesday night, let me know. They are going through a process that they're required to do.

--HDTech

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Thanks
Feb 7, 2009 2:08PM PST

Good to hear =)

The first photo is an actual photo during a blu-ray movie trailer. The camera is a few years old (i'm not a camera guy) so it makes some of my images come out with a grainy or static effect sometimes it's pretty hard trying to get a decent image, if i move slightly it just comes out blurry. Sorry for that.

Also, thanks for confirming that for me, I'll wait til then.

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Nothing
Feb 11, 2009 4:20AM PST

Well, i hate to say it but i haven't received a call or an e-mail from them.

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Hmmm...
Feb 12, 2009 10:37AM PST

Okay, I'll send it back up and see what I can find.

Believe me, I wish I had the power to resolve these issues, but I don't.

--HDTech

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yeah
Feb 12, 2009 5:18PM PST

That's ok, i understand. Thanks for everything you have already done. I appreciate it. I'll call tomorrow and ask for progress on my file.

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Case Management
Feb 15, 2009 8:56PM PST

I spoke to a nice lady, and she looked into my file/case? and told me that it's on it's way to case management. What do they do exactly? They have about five pictures of the problem. The person i spoke to told me i would be receiving a phone call that night or the day after, unfortunately for me, i didn't get a call back.

I just got a terrible cold and lost my voice so i haven't been able to call them again. What does case management do? sorry, just want to know what's going to happen next.

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Escalation..
Feb 16, 2009 4:33AM PST

iVersatile,

Case Management is the next step in resolutions. Keep your transaction number handy.

When did they promise a call back? Was this on Friday? It may have been postponed until Tuesday. Keep me posted.

--HDTech

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Wednesday
Feb 16, 2009 6:00AM PST

I called on Wednesday and was told i would get a call that same night or Thursday morning. And well, today is monday. =p

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I see...
Feb 16, 2009 6:39AM PST

Yes, I see.

Unfortunately, the office is closed today due to the holiday.

I'll have an email waiting for the when they come in.

--HDTech

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Email was forwarded...
Feb 17, 2009 7:09AM PST

My request was forwarded, and should be addressed shortly.

I mnight suggest following up with a call.

--HDTech

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Great
Feb 17, 2009 7:54AM PST

Thanks once again. I will call tomorrow first thing in the morning. I'll let you know how that turns out.

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Service Appointment #3
Feb 17, 2009 10:57PM PST

Hello Mr HD_Tech

As i told you in my previous post, I said i would call Samsung CS so I called this morning and all they could do was set me up with another service center. I don't know how i feel... I'm just not optimistic anymore with these appointments. I hope that the Tech that comes in this time actually listens to me and looks at the problem instead of brushing it off and leaving. I'm praying that this one knows what he is doing.

(on a side note) A few weeks ago i ordered a LN46A750 online for my father for his birthday, and he is loving it! What an amazing picture. Samsung sure does make great television sets. No clouding, no flashlighting, and no "halo" issue.

I just hope that my little problem get's resolved and i will be a happy camper.

I'll keep you posted!

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Please do.
Feb 18, 2009 9:23AM PST

iVersatile,

I can appreciate your words. I'll be awaiting your results.

--HDTech