Samsung forum


White spots on 2007 DLP TV

by motman17 / December 4, 2011 11:17 AM PST

I have a Samsung DLP TV (Model HLS5687WX/XAA) which I purchased in 2007. I have begun seeing white spots appear on my screen, each about 1/8". It started with one, then 2, now up to 4. Based on some research on this site I see that there is an entire thread dedicated to this issue, however when I contacted customer service by phone - they told me I there were no issues on my TV, and when I then followed up and sent an email, I got the same exact response! How can it be that there is no other people with this problem when there is an entire thread dedicated to the exact same issue! So far Samsung customer service has been absolutely horrendous. When will someone at this Company own up to the fact that they sold these TV's with faulty parts that are breaking down consistently for its customers? Samsung rep - please help!

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Sorry to read this.
by R. Proffitt Forum moderator / December 4, 2011 11:35 AM PST

All gear eventually breaks. And as we got better at manufacturing products what you should see is that failures will tend to always be the same area.

What we are also seeing is the white spot plague all DLPs that used this design. In theory we were not supposed to see this for the first 10 years.

Try the SERVICE ISSUES at the top of this forum and re-check your warranty agreements to see if there was something about this there.

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White spots on 2007 DLP TV
by Samsung_HD_Tech Samsung staff / December 5, 2011 12:20 AM PST

motman17 -

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systemic issue
by motman17 / December 5, 2011 3:18 AM PST

I tried, and Sabrina on twitter replied this morning they won't do anything. I can understand that products break down and can't be covered out of warranty. However, what I can't understand is a product that appears to be systemically faulty (ie. the DLP technology) and is consistently failing for customers well ahead of the expected life (ie. failed in 3.5 years when it should last 10 years) is not covered by Samsung. Had I known DLP was a risky / novel technology in 2007 that likely does not last longer than 3-4 years, I would never have purchased it, instead opting for the other LCD/Plasma tv's. It makes no sense that everyone acknowledges that this is a consistent problem but Samsung refuses to help. It also makes no sense when you read the message boards that some people were accomodated with free repair while others were asked to take a hike (like me) for what appears to be the same exact issue (different model numbers but all with white dots on 2007 built DLP tv's). This is a great opportunity for Samsung to own up to an issue, and make the customer whole, and build lifetime customer loyalty but instead I'm left leaving negative feedback on every message board I can find with the next stop being the Better Business Bureau.

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I fibbed.
by R. Proffitt Forum moderator / December 5, 2011 3:43 AM PST
In reply to: systemic issue

The most quoted study was 20 years.

But it is a testament to mass manufacture and what you should see. Failures will now clump together around a few places or parts.

As to your last comment. The moderators can take that as spam which is cleaned off without notice. Be careful.

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White Dots on DLP
by JR1243 / December 5, 2011 9:41 AM PST

<font size="3" face="Times New Roman">
</font><font size="3"><font face="Calibri">I have Samsung DLP HDTV Model
#HLT5676sxx and I have a lot of white dots. I call Sears where I bought it from
and they told me that my extended warranty ran out on it. I paid a service tech
$155.00 to come to my home and run a diagnostic test and tell me that I have
white dots. He also said Samsung is having issued with many models of TV's with
white dots and are repairing them free of charge. So I called Samsung and the
first Tech Representative I spoke with just hang-up/disconnected the phone when
I mention "White Dots". The second Tech Rep was just plain rude toward me by
saying "there are no <span style="mso-spacerun: yes;"> <span style="mso-spacerun: yes;"> white dots issues with your model". I told her
that I have read online with people with my model had white dots issued and
Samsung fixed them for free. She then said that white dots issues are from normal
wear & tear. I told them that the TV is only 3or 4 yrs. old. After
continuous arguing, I finally spoke with a manager and he schedule a repairman
to come fixed my TV; but the day the repairman was supposed to show up. The
repairman called me and said that Samsung had canceled the work order ticket
and if I still wanted the TV fixed it will cost me $488.00. Now when I called
Samsung Support the keep transferring me back and forth to other departments
and then they just disconnect me. Way to do business Samsung. Now I'm looking
for so help... <?xml:namespace prefix =" o" ns =" "urn:schemas-microsoft-com:office:office"" /><o:p></o:p></font></font>
<font size="3" face="Times New Roman">

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See reply at this next link.
by R. Proffitt Forum moderator / December 5, 2011 9:44 AM PST
In reply to: White Dots on DLP;msg5241355
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White dots on DLP (cont'd)
by motman17 / December 5, 2011 12:45 PM PST
In reply to: White Dots on DLP

Bob - thank you for providing that study, clearly this points out there are manufacturing issues.

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service update
by motman17 / December 5, 2011 1:18 PM PST

So I received an updated response from the Samsung customer service team on Twitter (Sabrina). Apparently, Samsung engineers did an extensive study to prove that other DLP TV's were failing with white dots for a reason completely unrelated to why my TV is failing, even though it is the exact same part that is failing. Therefore, other customers are getting free replacements while mine is "normal wear and tear" and wouldn't be covered. How is this normal wear and tear when the part should never fail or at least last 20 years based on a study by other engineers! I'm willing to listen to a reasonable answer, but it just doesn't even seem credible what I'm hearing.

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Did you try the SERVICE ISSUES thread yet?
by R. Proffitt Forum moderator / December 6, 2011 2:11 AM PST
In reply to: service update

It's at;threadListing

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Re: Did you try the SERVICE ISSUES thread yet?
by motman17 / December 6, 2011 5:11 AM PST

Yes that is where I learned about the Twitter Samsung service. The response I got was that they don't want to help.

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It was worth trying.
by R. Proffitt Forum moderator / December 6, 2011 6:03 AM PST

I'd shop around for the best price on repairs.

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successful repair
by ERost1211 / December 6, 2011 10:38 PM PST
In reply to: service update

<div id="messagebodydisplay_1" class="lia-message-body lia-component-body"><div class="lia-message-body-content">I'd say: Start over
After reading scores of posts on many sites including this one and others, the
best way to get you set fixed under warranty seems to be a call to
1-800-SAMSUNG, asking to speak to a supervisor once you've been denied warranty,
getting a case number for your call and then going to the Samsung Facebook page (which you can link to from CNET's Samsung Forum) and requesting a
free repair based on all the postings by using their Service Request Form. I
have a 4-year-old 50" Samsung DLP that the phone rep said "was not on the list
of those being repaired for free" but, when I used Facebook and Samsung's form,
I received a "free, one-time warranty repair" for the white dots problem. Hope
this helps! Eric
</div></div><div class="lia-quilt-row lia-quilt-row-forum-message-footer"><div class="lia-quilt-column lia-quilt-column-04 lia-quilt-column-left lia-quilt-column-footer-left"><div class="lia-quilt-column-alley lia-quilt-column-alley-left"><div class="lia-message-notify lia-component-report-abuse"></div><div class="lia-message-statistics lia-component-position-in-thread"><span class="MessagesPositionInThread">Message <a href=""><font color="#003399">53</font></a>
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by motman17 / December 7, 2011 1:17 AM PST
In reply to: successful repair

I'll give it a try - thanks for posting!

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Samsung white dot problems
by eddieb13 / December 7, 2011 5:56 AM PST

My Samsung DLP got a white dot last week. Now has three. I called Samung today and they will not fix it.
<div>There are a ton of people out there with the same problem as Google shows.
No more Samsung for me. I am very happy with my Panasonic Viera plasma.

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Samsung white dot problems
by motman17 / December 7, 2011 7:32 AM PST

Eddieb13 -

What you have to understand is that you, and everyone else that owns these TV's are experiencing "normal" wear and tear. As Samsung has pointed out to what must be thousands of people, you should not have had the expectation that your TV would last more than a few years, despite the fact that you paid alot of money. When you passed up the opportunity to buy a low-cost competitor to buy a trusted Samsung brand-name product, what you failed to understand was that Samsung products are not of higher quality, and that they are not willing to stand behind production flaws (oops, they aren't production flaws because Samsung engineers did extensive analysis - apparently ignoring customer experience).

Samsung clearly doesn't understand why it's customers are buying it's products. Do they offer something unique? No - the honest truth is that these TV's are basically commodities. The only reason people choose Samsung over knock-off competitors is the brand name - which is meant to stand for quality and customer service. It's a painful lesson that unfortunately Samsung isn't willing to own up to either of these and in my mind has seriously damaged its brand image. It would be nice to be able to write how they understood the frustration of their customers and took care of the customer on a product that shouldn't fail so quickly. But they didn't, and we're left having to vote with our dollars on other companies with a stronger sense of their core compentency.

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by eddieb13 / December 8, 2011 2:03 AM PST

Good reminder on these being just a commodity. I'll have to look and see what is out there, but based off your comments, I should just get a VIZIO at Costco.

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Quote normal wear and tear unquote
by JohnMartinez6969 / December 16, 2011 5:03 AM PST

I too have been denied a repair. Like I posted before, I only watch on weekends and holidays because I travel. What wear and tear.

I found out with labor and part, plust tax $527.00 to replace the chip. Add to that the fact the bulb will probably go next, and no thank you.

I'm researching for a new TV. Not going to be a Samsung. Last week I upgraded to a smart phone, not a Samsung. Never say never, but Samsung lost a customer for at least the immediate future.

Samsung should look up the power of 10. Only with me, it's the power of 300.

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White Dots
by JR1243 / December 12, 2011 12:17 PM PST

I got Samsung to repair my TV free of charge. Go to facebook then go to samsung support and submit problem.

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by motman17 / December 16, 2011 12:27 AM PST
In reply to: White Dots

JR - when did you buy your TV? I tried the Facebook page but they told me mine was too far out of the warranty for them to help.

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Just the FYI
by R. Proffitt Forum moderator / December 16, 2011 12:35 AM PST
In reply to: warranty?

As we pass 4 and more years, this one is going to be covered less and less and finally not.

I suggest shopping around for the best repair price.

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already at finally not
by motman17 / December 16, 2011 3:10 AM PST
In reply to: Just the FYI

I have now been turned down by all three independent branches of Samsung's customer service department (the phone, the Twitter team, and now the Facebook team). I have officially given up any hope. They argue that my TV is not subject to higher failure rates which must mean that my TV had an "acceptable" failure to them. Goodbye Samsung - will not ever be purchasing from you again.

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Be sure to include makers that used that Ti component.
by R. Proffitt Forum moderator / December 16, 2011 4:06 AM PST
In reply to: already at finally not

If you look around you find more about this device. I can't explain why some get a few more years.

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Samsung HLS5687WX/XAA White Dot Issue
by gibsound / December 20, 2011 1:40 AM PST

The correct answer to your question is Samsung will never own up to the issue. I have the exact same model and have literally been stonewalled at every turn by Samsung! I have even contacted the NJ Attorney General's office to no avail! The Attorney General's office followed through just fine but Samsung replied that the chip in our set does not fail at the rate that the free repaired sets do. The TV is not on their authorized repair list and is out of warranty so they will do nothing. I only requested that they provide a replacement chip which they refused! I don't know what their cost is on these chips but you can buy one for around $150-$250 online. Your only course of action is to buy a new chip and repair the set yourself or have someone local whom you trust to do the fix. I personally will never buy another Samsung product and will encourage all my family and friends to do the same! I felt I was extremely fair in my request but got nowhere!

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