Reply 1 : Internal Crack on my TV panel
misuarez,
If you happen to have a transaction number available, I may be able to forward this to our Executive Customer Resolution Department. That number would start with 4001xxxxx, or 2001xxxxx or a number in that kind of format.
--HDTech
If you happen to have a transaction number available, I may be able to forward this to our Executive Customer Resolution Department. That number would start with 4001xxxxx, or 2001xxxxx or a number in that kind of format.
--HDTech
Reply 2 : Internal Crack on my TV panel
The transaction # is 3000219557. I have already been in contact with the "Executive" line and they stated the same: "Samsung does not cover physical damage", which is unacceptable as I was just WATCHING TV, I've had the TV working for 5 weeks only and nobody touched the TV, and all they wanted was a picture and that's how they can tell there was physical damage? when there are no scratches, no external damage, nothing, so basically I am being called a liar.
I would appreciate anything you can do to help, I have seen the same case online for other people.
I would appreciate anything you can do to help, I have seen the same case online for other people.
Reply 3 : Internal Crack on my TV panel
I received a message from a case manager stating that my TV won't be covered because of physical damage, which is impossible because my wife was WATCHING the TV when it happened; we would not go through this trouble if we had broken the TV, it's a matter of principles.
I called today and was informed that the case manager would call me but I received not such call. I have explained my case and Samsung has provided no explanation or proof the we actually damage the TV; I am 100% sure we did not cause physical damage to the TV, and I'm also not a liar.
I have filed complaints with:
- Federal Trade Commission (#22746254)
- Better Business Bureau
- Office of the Florida Attorney General
- Florida Department of Agriculture and Consumer Services
- 3 different media outlets
I have posted reviews on Amazon, CNET, Facebook and will continue to do so and explain my situation on every site I can.
We DID NOT cause physical damage to the TV and only ask for fair treatment. I hope they can reconsider the decision.
I called today and was informed that the case manager would call me but I received not such call. I have explained my case and Samsung has provided no explanation or proof the we actually damage the TV; I am 100% sure we did not cause physical damage to the TV, and I'm also not a liar.
I have filed complaints with:
- Federal Trade Commission (#22746254)
- Better Business Bureau
- Office of the Florida Attorney General
- Florida Department of Agriculture and Consumer Services
- 3 different media outlets
I have posted reviews on Amazon, CNET, Facebook and will continue to do so and explain my situation on every site I can.
We DID NOT cause physical damage to the TV and only ask for fair treatment. I hope they can reconsider the decision.
Reply 4 : Internal Crack on my TV panel
misuarez,
You posted your original complaint two weeks ago on April-30, and I responded back immediately with an offer to assist. The first I heard back was on the May-14 updating me, followed by another post with noting you've taken action.
I didn't even have a chance to inquire. I had less than an hour between your posts. I didn't call you a liar. I offered to help.
I have forwarded your case number up for a review.
--HDTech
You posted your original complaint two weeks ago on April-30, and I responded back immediately with an offer to assist. The first I heard back was on the May-14 updating me, followed by another post with noting you've taken action.
I didn't even have a chance to inquire. I had less than an hour between your posts. I didn't call you a liar. I offered to help.
I have forwarded your case number up for a review.
--HDTech
Reply 5 : Internal Crack on my TV panel
I didn't mean that you called me a liar... I was talking about the response I received from Samsung Customer Service as I explained on my past post, which has nothing to do with this forum, I was talking about my overall experience.
Reply 6 : Internal Crack on my TV panel
misuarez,
I appreciate that.
I felt it was only right to follow up, because I was hoping to get a better result. I did send it back up, but if it was denied, it may very well stand that way - I wish I had more influence, but it's ultimately up to them. I did try, however, to see what I could do, so maybe Monday or Tuesday, you might call back to see if the decision was changed. It could go either way, but I want you to know that I did to the best I could, regardless of what happens.
--HDTech
I appreciate that.
I felt it was only right to follow up, because I was hoping to get a better result. I did send it back up, but if it was denied, it may very well stand that way - I wish I had more influence, but it's ultimately up to them. I did try, however, to see what I could do, so maybe Monday or Tuesday, you might call back to see if the decision was changed. It could go either way, but I want you to know that I did to the best I could, regardless of what happens.
--HDTech
Reply 7 : Internal Crack on my TV panel
I appreciate your effort; however, I have discovered that I'm not alone, I found more than 20 people with the same issues (only the ones that have posted comment, I'm sure there are more reading), so I'm confident it's a product defect since I did not do anything to the TV. Anybody wanting to join to take further actions please join at: http://groups.yahoo.com/group/against_samsung/join
Reply 8 : Internal Crack on my TV panel
I also have the BBB complaint # for somebody else with the exact same issue, I have his name, phone # and order #4003281208. I don't understand why I'm getting such a bad service. Samsung has resolved the problem for this person, so I expect the same. Thanks.
Reply 9 : Internal Crack on my TV panel
Hello misuarez i have just recently filed with the bbb but if i can get some more information about how you got samsung to replace your tv cause im still waiting. my email is mikekristyanne@yahoo.com
Reply 10 : Internal Crack on my TV panel
Had my Sammy for 6 mo. This is a second Samsung I've purchased and up until this point have been very happy with them. I bought this LED from Amazon so going back to the store is out of the question and now I had to deal with Samsung customer relations department. As other participants of the forum mentioned, Samsung will refuse to repair or exchange your tv claiming it is a physical damage even though my tv does not even have a single scratch on the outside. First I contacted customer support but then I called executive relations hoping to have them replace the tv but to no avail. I will file a complain as others have suggested.
My transaction # is 2012052013
My transaction # is 2012052013
Reply 11 : Internal Crack on my TV panel
I am in the exact same condition as the other post. I have a 50 inch samsung television, not mounted sitting where it has been for months, i have only had it about 10 months all of a sudden, i hear a loud noise, and the tv fades to black. I called samsung they sent someone out, the guy says you should be fine, we see no physical damage, i call samsung to follow up, and they say you have a cracked panel and there is nothing we can do, i talked with the executive relations department they said the same thing. My transaction # is 4005571021, my model # is PN50A460S4DXZA. I have filed a complaint with the Better Business Bureau and that # is 8814127. Please help me
Reply 12 : Internal Crack on my TV panel
Tiffany Powell,
I'm sorry to hear that you're having trouble.
I've send your case up to be reviewed. I won't be contacting you on this, but if they're able to make some progress, they may be contacting you. I just don't work in that department, so I'm not a part of the decision making. If I do hear something, I'll report back.
--HDTech
I'm sorry to hear that you're having trouble.
I've send your case up to be reviewed. I won't be contacting you on this, but if they're able to make some progress, they may be contacting you. I just don't work in that department, so I'm not a part of the decision making. If I do hear something, I'll report back.
--HDTech
Reply 13 : Internal Crack on my TV panel
Samsung has agreed to replace my tv with the current model, hopefully this one doesn't do the same. I hope everyone else gets through, but like most have said, file a complaint with the BBB it seems to work. Also, they have a twitter account, I tweeted how upset I was and someone found it, it was kind of weird but very helpful the person wasn't following me on anything (that's twitter talk, for those who don't know what i'm talking about). Stay on top of it, and good luck to everyone, and thank you all for helping me as well.
Reply 14 : Internal Crack on my TV panel
I just had same problem with Panasonic plasma. Internal crack while watching. No phsical damage.
Reply 15 : Internal Crack on my TV panel
Hi Tiffany! Do you happen to have a picture of the cracked screen that got replaced? Of course Samsung is diagnosing my tv with physical damage when there was no physical damage, and I want to compare my screen with one that got covered.
Thanks ever so much!
Beth Cook
beth_cook99@yahoo.com
Thanks ever so much!
Beth Cook
beth_cook99@yahoo.com
Reply 16 : Internal Crack on my TV panel
Same issue, I have a 52 inch 750 Samsung cost me a huge $2,500 with extended warranty, and was well worth it until this happened!
I was watching TV it was sitting there on its stand perfectly fine then loud noise it shut off. When I turned it on there was a spiral crack that has progressively gotten worse with out me touching it! Someone came out and checked it and told me even though it shows no damage to the exterior that samsung will not cover it under warranty because they say that somehow the customer must of caused the damage? He seemed to think it was just as ridiculous as I did and he works with these things!
So someone has to tell me how did I and all of us for that matter cause internal damage to our samsung tvs without so much as a scratch on the exterior. The answer is easy: WE DIDN'T!!!
Sorry Samsung but when someone breaks thier leg there is always bruising on thier skin, and when a tv/monitor's internal panel gets damaged from the exterior there would be some evidence of that also!!
Please anyone and everyone who is ready to take action over these injustices please contact me dchester.satellitefusion@gmail.com my name is Derrick join up with me or if there is already a class action or larger group fighting this let me know so I may join. I will be reporting to the BBB and anyother agency that may help!!
The funny things is I run my own communications company and was looking into adding Samsung to my arsenal, but after this i do not want my customers having to deal with BS manufactures warranty from samsung!
I was watching TV it was sitting there on its stand perfectly fine then loud noise it shut off. When I turned it on there was a spiral crack that has progressively gotten worse with out me touching it! Someone came out and checked it and told me even though it shows no damage to the exterior that samsung will not cover it under warranty because they say that somehow the customer must of caused the damage? He seemed to think it was just as ridiculous as I did and he works with these things!
So someone has to tell me how did I and all of us for that matter cause internal damage to our samsung tvs without so much as a scratch on the exterior. The answer is easy: WE DIDN'T!!!
Sorry Samsung but when someone breaks thier leg there is always bruising on thier skin, and when a tv/monitor's internal panel gets damaged from the exterior there would be some evidence of that also!!
Please anyone and everyone who is ready to take action over these injustices please contact me dchester.satellitefusion@gmail.com my name is Derrick join up with me or if there is already a class action or larger group fighting this let me know so I may join. I will be reporting to the BBB and anyother agency that may help!!
The funny things is I run my own communications company and was looking into adding Samsung to my arsenal, but after this i do not want my customers having to deal with BS manufactures warranty from samsung!
Reply 17 : Internal Crack on my TV panel
I have had the same exact problem, tv is only 6 months old, we were just watching it, and the lines started to appear, and then the crack. We did not physically damage the tv, only watch it about 15 hours a week Samsung is stating that we physically damaged the tv, there are no external cracks, or not even one scratch on tv. Tv was never damaged, dropped etc Please advise if you found a solution or do I also need to file a complaint - I am awaiting a response from the executive team now.
Reply 18 : Internal Crack on my TV panel
You need to file formal complaints with the Better Business Bureau, Attorney General: New Jersey, Dept of Consumer Affairs, and Federal Trade Commission.
You will find sites online to help you do that.
I started with Samsung and was told a local company would come and look at TV. They never bothered to come. My TV had no external physical damage. The manufacture's defect of not allowing enough expansion room for the rear glass to expand due to heat resulted in it fracturing. Refer to "Thermal Expansion" in your complaint forms. It is a well know defect with Samsung Plasma televisions and there is a formal action taken on it whereby Samsung is being forced to make appropriate repairs. You will find reference to that in this thread.
Samsung would not replace my tv until they heard from one of the agencies listed above. Then they called, stepped up to the plate, and did the right thing and replaced my tv within a week. The delivery people were great. I haven't budged that TV since they set it on the cabinet. Picture is perfect.
Good Luck. Keep us updated.
You will find sites online to help you do that.
I started with Samsung and was told a local company would come and look at TV. They never bothered to come. My TV had no external physical damage. The manufacture's defect of not allowing enough expansion room for the rear glass to expand due to heat resulted in it fracturing. Refer to "Thermal Expansion" in your complaint forms. It is a well know defect with Samsung Plasma televisions and there is a formal action taken on it whereby Samsung is being forced to make appropriate repairs. You will find reference to that in this thread.
Samsung would not replace my tv until they heard from one of the agencies listed above. Then they called, stepped up to the plate, and did the right thing and replaced my tv within a week. The delivery people were great. I haven't budged that TV since they set it on the cabinet. Picture is perfect.
Good Luck. Keep us updated.
Reply 19 : Internal Crack on my TV panel
Thank you for your replay. I have spoken to executive as well as management at Samsung, and they are all stating the same thing. That I have physically damaged my tv to which there is not one crack or scratch on. The tv was never damaged, and my husband who is an electrical engineer, stated that it is quite obvious that it is an internal crack in the screen. Today, they advised me to contact the repair firm they use, because they stated that he told them the damage was physical. When contacting the shop, he stated that he submitted the photos to samsung, and samsung is the one who determines that the damage is physical to my tv. I feel like I am getting the run around and I believe you are correct, I will have to take your advise and follow complaints. Should I also file a smalls claims complaint in the State where I live (which is Delaware County, PA). My husband thinks that we should also sue the repair shop for false misrepresentation, as the repairman never even looked at the tv, just turned it on and took a photo. I also contacted someone from this site, who advised that she would give my name to the attorney who is filing a lawsuit. I will keep you posted, and thanks again
Reply 20 : Internal Crack on my TV panel
Hi Music Lady! Do you happen to still have a picture of your cracked screen that I can compare mine to? Of course Samsung is claiming physical damage when there wasn't any, and I want to see a picture of a screen that they end up covering.
Thanks ever so much!
Beth Cook
beth_cook99@yahoo.com
Thanks ever so much!
Beth Cook
beth_cook99@yahoo.com
Reply 21 : Internal Crack on my TV panel
Hi:
I have internal cracks developing in the bezel for which I contacted the retailer from which i bought it(Brandsmart) and the technician mentioned to me that it can be handled by Samsung and not by them. He was aware that this kind of defect happens and he even found this even online.
My Samsung factory warranty has been expired and I am not sure how to address this. If they don't provide a solution them I might have to go the legal way as no one is taking accountability as of now.
I have internal cracks developing in the bezel for which I contacted the retailer from which i bought it(Brandsmart) and the technician mentioned to me that it can be handled by Samsung and not by them. He was aware that this kind of defect happens and he even found this even online.
My Samsung factory warranty has been expired and I am not sure how to address this. If they don't provide a solution them I might have to go the legal way as no one is taking accountability as of now.
Reply 22 : Internal Crack on my TV panel
Sachinharsh,
Give 800-SAMSUNG a call and see if they can resolve this issue. If not, get a transaction number and post it here, and I'll see if I can have someone review the situation.
--HDTech
Give 800-SAMSUNG a call and see if they can resolve this issue. If not, get a transaction number and post it here, and I'll see if I can have someone review the situation.
--HDTech
Reply 23 : Internal Crack on my TV panel
Hi:
I intend to call them about this and then will post the transaction number. You were very prompt in responding. Thanks.
I intend to call them about this and then will post the transaction number. You were very prompt in responding. Thanks.
Reply 24 : Internal Crack on my TV panel
Hi:
My Transaction # is 4006660328.
This is been a BIG pain to follow up with 1800-SAMSUNG. They keep setting me up with a company called LAKES ELECTRONICS and these guys were very unprofessional last time so they requested tht they will not be able to do it (ideally Samsung should dictate to them what to do) and after follow up calls for over a week I have no update where we stand.
My Transaction # is 4006660328.
This is been a BIG pain to follow up with 1800-SAMSUNG. They keep setting me up with a company called LAKES ELECTRONICS and these guys were very unprofessional last time so they requested tht they will not be able to do it (ideally Samsung should dictate to them what to do) and after follow up calls for over a week I have no update where we stand.
Reply 25 : Internal Crack on my TV panel
Sachinharsh,
I'm sorry to hear that you're having trouble with this particular company.
I've sent your request up this evening to see if I can have someone review the case and get you caught up.
You'll likely hear something back before I will, so keep me posted.
--HDTech
I'm sorry to hear that you're having trouble with this particular company.
I've sent your request up this evening to see if I can have someone review the case and get you caught up.
You'll likely hear something back before I will, so keep me posted.
--HDTech
Reply 26 : Internal Crack on my TV panel
Hello I like most of the people here got a samsung plasma tv aug 10,2008 and warranty expired already. about 2 weeks ago our tv made a weird sound and then a pop sound and was turned off then noticed a crack located inside of the tv. i've called samsung twice but all they say is since my warranty is expired they cant do anything for use but give us a technician around our area that will charge to come look at it! this is obviously a product issue!! nothing we caused!! i have complained to the BBB my complaint number is 9934262 my document number is 0810-521-5497 i guess this is like a transaction number from American where we purchased this at!
Reply 27 : Internal Crack on my TV panel
judyes_07
If you read through the various posts you will see that several people, who's warranty had expired, were able to "convince" Samsung the internal cracking of their HDTV was due to 'thermal expansion', not abuse by the owner. In one post you can read where an owner had his cracked TV replaced by Samsung under warranty, only to see the new replacement unit crack internally, 5 days later.
In addition to the BBB, you may want to file complaints with the New Jersey Attorney General and the U.S. Federal Trade Commission. Check the posts on page 6-7 of this thread for links to these Governmental agencies.
Also suggest you call Samsung again and ask to speak with someone in the Office Of The President. In a polite but firm mannor give them your story and tell them that, from the hundreds of posts on the internet (including their own support forum) they have a manufacturing problem which is causing an abnormal number of their HDTV glass panels to crack.
Remember: DO NOT accept out-of-warranty an excuse to not repair your defective unit. We all know Samsung have a manufacturing problem. So do they. TV's are NOT supposed to crack and die from your just watching them.
Post back you results and any questions you may have.
Good luck.
If you read through the various posts you will see that several people, who's warranty had expired, were able to "convince" Samsung the internal cracking of their HDTV was due to 'thermal expansion', not abuse by the owner. In one post you can read where an owner had his cracked TV replaced by Samsung under warranty, only to see the new replacement unit crack internally, 5 days later.
In addition to the BBB, you may want to file complaints with the New Jersey Attorney General and the U.S. Federal Trade Commission. Check the posts on page 6-7 of this thread for links to these Governmental agencies.
Also suggest you call Samsung again and ask to speak with someone in the Office Of The President. In a polite but firm mannor give them your story and tell them that, from the hundreds of posts on the internet (including their own support forum) they have a manufacturing problem which is causing an abnormal number of their HDTV glass panels to crack.
Remember: DO NOT accept out-of-warranty an excuse to not repair your defective unit. We all know Samsung have a manufacturing problem. So do they. TV's are NOT supposed to crack and die from your just watching them.
Post back you results and any questions you may have.
Good luck.
Reply 28 : Internal Crack on my TV panel
Hi Samsung_HD_tech:
I guess it has been almost a month of PAINFUL followup with Samsung and there has been no action. My last call with them was again last week when they said I will hear back from the dispatch.
Let me know where we stand else I will have to take another step now.
I guess it has been almost a month of PAINFUL followup with Samsung and there has been no action. My last call with them was again last week when they said I will hear back from the dispatch.
Let me know where we stand else I will have to take another step now.
Reply 29 : Internal Crack on my TV panel
Sachinharsh,
I've sent up a second request. My advice is to call 800-SAMSUNG and ask to be escalated to someone who can assist further with this. Unfortunately, I'm not a member of service, but I do what I can to assist people, so hopefully we can find a resolution.
--HDTech
I've sent up a second request. My advice is to call 800-SAMSUNG and ask to be escalated to someone who can assist further with this. Unfortunately, I'm not a member of service, but I do what I can to assist people, so hopefully we can find a resolution.
--HDTech
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