Axiom Home Page Forums General Discussion Home Theater You guys won't believe it.

Many of you know that I was having problems with my TV almost a year ago, and went through a terrible experience with Samsung's customer service. Well, a couple weeks ago I joined their Facebook page to keep track of the Froyo update for my Samsung Galaxy S. After seeing numerous complaints by people regarding their products, I decided to post the following complaint on their wall-

Here's what's happened in point form to make it easy to understand.

-the service technicians noticed the static before they took the TV into the shop.
-they were told to adjust the Vscan, supposedly did so, then returned the unit
-when they returned it, I viewed it with them here and told them that I thought I could still see static but it did look better. After I said this, they told me to try it for a bit with a couple movies and see what I thought.
-a couple weeks later I noticed that it had reverted right back to the state it was originally in when I complained
-they then came and took the set again, but didn't confer with anyone at Samsung about possible other adjustments or causes. All they did (they told me) was plugged a PlayStation into it and another DVD player to see if they could notice the static, which apparently they couldn't.
-they did however tell me that when they ran a test on it, and the static was visible.
-they proceeded to tell me that this is normal, and that they actually did the same test on a couple other Samsung plasma TVs, and supposedly there was static across the screen on the other sets also.
-I told them that I wanted them to scope the power supply, as this is a known cause for this problem, but they wouldn't do anything more. They wouldn't even contact you, and see what else could be done. At this time I had no other option than to have the set returned.
-I then called and spoke to a supervisor and address my displeasure with the service. Not necessarily the center specifically, although yes partially, but my main contention was the fact that they just took the television and didn't consult with anyone about any more adjustments.
-I had a long discussion with the supervisor, and she thoroughly agreed that it is Not Normal to have a static image when running a test on the TV (this was also the case with the second representative I spoke to a couple days later). She told me that she was going to set up service with another repair shop (but never did, and I waited a week, then had to call myself), as it was unacceptable that I've been dealing with this. She said that she would tell the next service center to check anything and everything that could possibly cause this issue with the television, giving the service center a free pass to do what they needed. I have this entire conversation recorded.
-when I had to call back because the first supervisor didn't get back to me, I was then put through to another supervisor (a male this time) whom I talked to extensively again, and as aforementioned, he said that there definitely should not be a static image when running a test on the TV. He then proceeded to set up a new ticket with the service center in another town, but couldn't finalize the ticket because he needed the serial number for my television. I told him that I have given it to them three times already, but supposedly he couldn't find it on record. At this time I informed him that because of my disability I couldn't get the serial number for, at which time he told me that he would call me back. I asked for his name and extension, and he told me that he wasn't allowed to give that information out, even though I was given the contact information of the two previous supervisors. I wanted his name at least, because I had been told an innumerable amount of times that I was going to be called back from a supervisor, and nobody called me, with exception to one time.
-so, not surprisingly I had to call back and provide the serial number so that the ticket could be processed. Then I received a phone call from the service center saying that I am outside of their service area and that I was supposed to call Samsung regarding this. When I didn't call Samsung back, they told me that I was supposed to call the service center back and tell them to close the ticket, at which time I got rather frustrated, as I don't think it should be the onus of the consumer to do the legwork.
-then another ticket was opened with the original service center. A week past and I hadn't heard from anyone, not the service center about picking up the TV, not Samsung, nothing. I just let time pass, as I was at my wits end.
Clearly it's not working properly, or the service technicians wouldn't have noticed the static in the first place, they wouldn't be able to notice it when they are running a test, which to me is common sense, but it was also confirmed by two supervisors, and as mentioned, I have a recording stating this.

I have referred with a couple professional calibrators, as I mentioned, and they think that something is wrong with the set, especially since there is a static image when a test is being run. I have also come across at least two or three websites with people having the same issue with their plasma TV, and professionals have replied stating that power supplies failing are a known cause of this, requiring a repair technician to scope the power supply. I can easily forward the websites to you.

I haven't even divulged into how many times I have been put off, and told this and that etc., but I do know that you guys have a record of everything that has been said between myself and everyone I have talked to. I haven't even gotten into the fact that I was told numerous times that my set could not be fixed, and I was going to receive a replacement or refund, and someone was to call me back regarding this.

There are too many inconsistencies and it has been handled incorrectly in my opinion. I will use other means to resolve this issue, as I personally have a recording with one of your supervisors, stating that what's happening isn't the way a properly working unit should look like.

I honestly didn't think it would get me anywhere, but they just called me a short time ago, and they are sending me a brand new TV. I'm pretty sure that the public exposure had something to do with it. Anyway, they are sending me a pn58c540, so I hope it is comparable to the PN58A550; there aren't any reviews of it online. Does anyone know if there's any resource online, or any way to find out which model is the upgraded one from the previous year? That would help me out immensely, as I was told by Doug Blackburn that the PN58B650 (last year's model) was comparable to mine. So if I could find out what this year's model is of that TV, it would really help. If anyone could help me it would be greatly appreciated.

When companies embrace social media, sometimes the consumer wins.

Great to hear about your good fortune, Cam.

The Alpha character in the middle of the model number is the generation of the TV. So, you are going from an A, generation 1 to a C, generation 3.

Each generation is 1 year apart.

That's good news, Cam. I hope this will conclude "The Great Samsung Plasma Debacle"!!

Congrats Cam!!!

Hope your new TV works out great for you!!!

Don't watch too much porn on it or you might shoot your eye out.

Good to hear Samsung is finally stepping up and doing something for you. I wonder why they didn't offer up another 550, but instead offerd the 540, hmmmmmmmmm... at least they are trying to do something now.

Good news, Cam!

Thanks guys, I'm pretty happy.

Jay, I just talked to the rep. again and told him that the 540 only has 1 component input, but the 550 has two (like my A550), and I NEED two component inputs for my WII and Satellite.

He put in a request and is going to call tomorrow, so here's hoping .

Whoo hoo, that's good news, Cam!

Hopefully they can come through and get you a model that has enough component inputs for you.

Got my fingers crossed for ya, I am betting they give you a 550 and IMO they should be going one up from that just for all the hassle. Ya, I know, I live in a dream world sometimes.

Congrats and hopefully you will get problem free TV this time...

Thanks guys. I'll be sure to let you know after I get a call tomorrow.

It is kind of ironic that back about nine years ago I went through a somewhat similar experience with Toshiba with a large screen RPCRT that I had purchased a few months prior(those were the days of 3 year warranties) in that there were differing opinions on a problem which was, over the course of several weeks and several phone calls getting me nowhere, so I took someone's advice, summarized the issues, the timelines, stated I would be reluctant ever again to buy one of his products, then, wrote a letter addressed directly to the President of Toshiba.

Within days, I got a call from the service department which was arranging for a time that they could deliver my new monitor and set it up for me. I still have it and it is working beautifully.

I learned a lesson from this and another situation I ran in to with Sears in that essentially what happens if the problem is not reaching a conclusion and you are probably entitled to a replacement, generally speaking, people at the service or sales department level or equivalent are not high up enough the ladder to authorize much of anything. You have to go right to the top to at least have a better chance of getting the results you are looking for.

It's good to hear you're finally getting this resolved Cam.

Well, they where going to give me a 550, but there aren't any in stock or available at their major retailers across Canada (my online perusal confirms this), so a 540 it is.

From a review I read, the only difference is "the 540 series is a stripped down version of the 550 that sacrifices 2 HDMI inputs (I'm pretty sure it's actually 1 HDMI and 1 component) and any network capability."

Seeing I can work around the one less component input, and I don't care about network connectivity, I'm happy. Here's hoping it has a nice picture.

Here's hoping the picture quality is good enough to not distract you while you're distressing your wood.

There's nothing worse than getting distracted and not finishing distressing your wood. I end up in a real bad mood for the rest of the day.

You woodworkers would know.

To me if they are out of stock on something like that they should be sending the next model up not down, but I guess I wouldn't beat them down too much over it considering they really didn't have to do anything at this point.

This must be a sign it is time to buy a new receiver with more inputs/outputs, how about the 4811?

LOL, Jay. No more toys for me for a while. I'm hoping to get my stairs done, so my money is tucked away for that project.

Can't say I didn't try.

My TV was delivered yesterday and hung on the wall with the help of Samsung's delivery guys. I haven't seen it yet, so I thought I'd look at the delivery slip tonight. If you recall, I was supposed to get a C540, but much to my surprise, my consumer advocacy resulted in them sending me a C550. I'll be up on Friday and the first thing I'm doing is checking the model via the TV menu!

That's awesome Cam !

Great.

Very, very cool!

Nice, congrats Cam. That's the same set they gave me as a replacement for my 460. It's a nice set, I think you'll like it.

Great news Cam!

Very glad to hear this finally being resolved PROPERLY. Hopefully the new set wil be better.

That's good news Cam. I have to say I'm not too impressed with Samsung's customer service overall though.

Rick, are you aware that you can change the 550 into a 590 via the service menu? It gives you Cinema Smooth which allows full 1080p/24 playback, along with a couple other settings.

I'm following the thread on AVS closely. Earlier on, respected people on AVS reported that the change wasn't a positive one, but now some people are reporting it as being beneficial after applying a firmware or software update.

I just stumbled across it the other day, so it's slightly new to me, but I thought I'd pass it along.



Adrian, it was an arduous process, and they were very inconsistent in their responses. I will be very wary of ever buying another Samsung product due to my experience. And now that my Samsung Galaxy S is bricked thanks to their Froyo update (which seems to be a cross Canada pandemic), it only strengthens my conviction.

Hey Cam Glad to hear about your TV, I just wanted to say something about Samsung. It all depends on who you talk to my 55c7000 was suffering from clouding and flashlighting. So I called Samsung they set up a service call, and to my shock the service people called that day. Rather than send someone out to see whats wrong they wanted me to take pictures and email it to them. Well the next day They called said I need a panel replacement, This made me mad. After they replace the panel I would no longer have a new 3000 TV I would have frankenTv.

2 weeks later a very large dude and a 65 pound blond arrived at my door with the new panel. The blond who knew nothing about TVs was there to help carry everything, on a normal day she answers the phones. They were both extremely nice just a very odd couple for repair work. so after helping move the TV, the guy went to work once the TV was opened is were the trouble started.

He stepped on the 3d emitter pulling it out I had to show him were to put it back. He installed the motherboard wrong the first time. He kept saying if he messed something up they would blame the new panel.

Well finally it was done, well the new panel was a real POS more clouding more flashlighting and new color bleeding. I called Samsung got transferred to their ECS, at first she tried telling me to use the TV for a couple months. I of course said no the warranty would be dead by then. She then said nothing is wrong with the TV. I told her then why did they replace my panel. She requested a exchange 4 weeks later they replaced my 55c7000 with a 55c8000.

So IMHO its all about the luck of the draw, one lady their would not transfer me to ECS. Her advice hangup try again