Samsung Plasma Issues - Blu-ray Forum

TheCloudX · 12-29-2013, 12:10 AM

Hey y'all, I've posted some issues I've had with my Samsung PN51E550 before. Seems like I constantly have had issues this past year. Getting in touch with Samsung has been horrible this go around and thought I'd see what y'all think.

I have a purple haze in the middle of the screen on the far side. It's about the size of my palm and only appears on white screens. You can't see it at all with anything other than bright white screens. Doing the scrolling slides does nothing to it (you can't even see it on there since the white isn't on long enough), nor does the break in slides I've used over the year.

I sent pictures into Samsung and they claim it's burn in and wont do anything about it. I've tried getting in contact with their manager staff, only to be told they'll call me back, and when I was transferred, they were closed. The TV is less than a year old. Also, since I've had so much service done it before (dead pixels), they are also trying to claim the warranty is expired - although I do have one CSR saying they are wrong to tell me that (and the website says it's still under warranty).

I'm almost ready to just get rid of the set, but I spent a good chunk of change on it and don't want to have to go break in a new TV. Thoughts?

TheCloudX · 12-29-2013, 12:15 AM

Here's a link to my old review/issues thread I made back in March. https://forum.blu-ray.com/showthread.php?t=212029

Neutron82 · 12-29-2013, 11:55 PM

man that sucks... all I can say is fight, fight, fight and eventually they will probably take care of you... I just went through an issue with them and had been fighting for months to resolve it and they finally agreed to buy the set back at full cost... I was a longtime loyal samsung customer but that was probably the last product I will ever buy from them... I switched to a panasonic p65vt60 and have been very pleased with it so far, it has none of the issues my samsung set had... I know they always give you the generic 1800-samsung number and those people are nothing more than untrained call takers... if you don't have it here is the corporate number, (201) 229-4000... get the operator and ask to speak to the office of the president or executive customer relations (ecr)... you can also email them at officeofthepresident@sea.samsung.com ... I had to do research to find that stuff and they never give that info out but once I started contacting them through that # and email address is when I started getting help... they tried to repair my set 3 times and the tech called samsung while he was in my home to get a 7000 number which means an authorization to get it exchanged or a refund... hopefully some of that info helps you and good luck

chip75 · 12-30-2013, 02:28 AM

Quote:

Originally Posted by TheCloudX

I have a purple haze in the middle of the screen on the far side. It's about the size of my palm and only appears on white screens. You can't see it at all with anything other than bright white screens. Doing the scrolling slides does nothing to it (you can't even see it on there since the white isn't on long enough), nor does the break in slides I've used over the year.

I have a 42'' Samsung plasma, the top half of the screen seems to have the same problem you have. Whenever a white screen appears in a movie or a commercial (we have a Tesco ad that has the logo in the middle, everything else is white), we get 50% of haze. It stays for a few seconds then disappears. Our set is a few years old. I remember reading about a similar problem and it was a tech problem if I recall and not damage or fault to the panel. Did you find out what was causing it?

At the moment it's something we have to live with but if I plug a laptop in or play a BD and it has a pure white area it's very off-putting. It's not as noticeable watching a SD satellite unless there's a commercial with white. Even if it's the whole screen the haze is just the top half.

Ace_BB6 · 01-01-2014, 11:17 PM

Try making a complaint on their Facebook/Twitter and see what they say. Worst case scenario, try investigate who is in charge of customers relations and email them. Might have to dig deep for that info.

Thats what I would do, If I were in your shoes.

TheCloudX · 01-03-2014, 12:14 AM

Thanks for the help. Hope everyone has had a good holiday. Samsung called me today in regards to the "burn-in" and after talking to them for awhile, apparently some no-name at Corporate made the call and the Executive Customer Care dept can't overturn that, so looks like I'll be needing to get in touch with Corporate.

What really irritates me is that they are basing this off of pictures I sent (with a Samsung Galaxy S4). At this point, I'm hoping for either an exchange for the current year model or just buying it for full cost to which I'll go get a Panasonic.

TheCloudX · 01-03-2014, 12:17 AM

Here's what I'm working with, for an almost $900 TV less than a year old, this is unacceptable...

TheCloudX · 01-03-2014, 01:01 AM

Quote:

Originally Posted by Neutron82

man that sucks... all I can say is fight, fight, fight and eventually they will probably take care of you... I just went through an issue with them and had been fighting for months to resolve it and they finally agreed to buy the set back at full cost... I was a longtime loyal samsung customer but that was probably the last product I will ever buy from them... I switched to a panasonic p65vt60 and have been very pleased with it so far, it has none of the issues my samsung set had... I know they always give you the generic 1800-samsung number and those people are nothing more than untrained call takers... if you don't have it here is the corporate number, (201) 229-4000... get the operator and ask to speak to the office of the president or executive customer relations (ecr)... you can also email them at officeofthepresident@sea.samsung.com ... I had to do research to find that stuff and they never give that info out but once I started contacting them through that # and email address is when I started getting help... they tried to repair my set 3 times and the tech called samsung while he was in my home to get a 7000 number which means an authorization to get it exchanged or a refund... hopefully some of that info helps you and good luck

Thanks for this information, by the way. I just sent out an email requesting help and will call them tomorrow during lunch if I don't hear from them. Really appreciate the information. I also tweeted and facebook'd my issues.

Neutron82 · 01-05-2014, 04:05 AM

no problem, hopefully it was useful info... have you made any progress?

TheCloudX · 01-07-2014, 12:19 AM

Not much so far. They close before I get off, and have been to busy to call on my lunch breaks. I did email them and received the below response. I was able to reply fairly quickly, but I think it's going to take a phone call to get them moving, just need to make time for it. Usually when I call Samsung it's about a 30-40 minute process.

Quote:

Thank you for contacting Samsung Electronics, Office of the President. Your feedback is very important, as it allows us to better understand how we can improve your customer service experience. Samsung has a reputation for building quality products and makes every effort to meet all customer expectations. We apologize that your 2012, PN51E550D1FXZA has not met yours. I have reviewed your email and service history and understand that the damage to your unit has been determined to be physical damage due to burn-in by the Samsung product support team. Samsung’s warranty outlines that any type of damage(physical or cosmetic) is not covered under your warranty and any repairs as a result are the customer’s responsibility. After review of your service history and the review from the Product Evaluation team, I am unable to offer any accommodation You can have the television repaired, however, you will be responsible for the repair cost.

I apologize for any inconvenience.

chip75 · 01-08-2014, 04:53 PM

Do you think it's burn-in or image retention? I wish I'd bookmarked that site which had a different theory! It's almost that the screen can't handle the sudden change to white and it has a little fit trying to display it properly. I can't think of any way why my set would have half the screen affected with haze. It doesn't display on the scrolling screen either.

onyxbfly · 01-09-2014, 02:00 AM

Quote:

Originally Posted by TheCloudX

Thanks for the help. Hope everyone has had a good holiday. Samsung called me today in regards to the "burn-in" and after talking to them for awhile, apparently some no-name at Corporate made the call and the Executive Customer Care dept can't overturn that, so looks like I'll be needing to get in touch with Corporate.

What really irritates me is that they are basing this off of pictures I sent (with a Samsung Galaxy S4). At this point, I'm hoping for either an exchange for the current year model or just buying it for full cost to which I'll go get a Panasonic.

Have them send out a tech. I had to go back and forth on behalf of a client until Samsung decided they would send out a tech from one of the authorized repair centers to take some pictures......

This went on for like 5 months or so.....and of course as the year warranty was damn near a week within expiring they sent out a tech.

The tech looked at it for all of 5 minutes and got on the phone with his manager and escalated right there on the spot. The tech took photos with his smart phone and took a pic of the serial number and the receipt. In under a month Samsung sent my client a factory refurb....(basically a store model that is inspected 3x to ensure quality control etc) with a 3 or 6 month warranty.

Squeaky wheel gets the grease. Keep complaining and keep calling until you get someone that will listen. It wks!!

digihed · 01-10-2014, 05:50 PM

I had this exact same problem about a year and a half ago with a PN58C6500 but mine was worse. This seems to be a common problem at least on 2010 Samsung plasmas. Samsung sent a tech to look at the problem and ordered some part. After the part came in the repair tech missed 3 or 4 scheduled appointments without calling. I complained to Samsung and they offered to give a replacement and I asked about a refund which they agreed to. I got a pro-rated refund for about $1200 of the $1800 I paid for the TV a year earlier. I put that money toward a 65" Panasonic ST50 which is still going strong after a year and a half.

Goremeister100 · 01-10-2014, 08:18 PM

That sucks. Again, glad I never bought a plasma. Happy with my LCD and I've had it for 4 years now.

AWil · 01-10-2014, 08:24 PM

Quote:

Originally Posted by Goremeister100

That sucks. Again, glad I never bought a plasma. Happy with my LCD and I've had it for 4 years now.

You're glad? You're missing out. Love my Panny plasma.

Neutron82 · 01-11-2014, 01:13 AM

Quote:

Originally Posted by AWil

You're glad? You're missing out. Love my Panny plasma.

you're talking about Panasonic and not Samsung... I was a loyal Samsung customer until all the crap I had to go through with them over my old set... that was my first plasma and I was regretting it up to that point... I heard all the good things about the vt/zt Panasonics so I decided to give plasma one more shot... I ended up with a 65" vt60 and it is a much better set

Mr Kite · 01-11-2014, 02:37 PM

You think yours is bad, I had a repair agent working for my retailer come out last week to tell me this was normal:

Any Black and White, or Snow scene is tinted Pink & Green. Thing is I know a little about calibration etc and showed the problem occurring on Greyscale patterns and still he said this was normal.
I asked how the TV was now supposed to be calibrated using WB controls etc and he did not seem to have a clue as to what I was on about.
The fight goes on as I ain't giving up.

chip75 · 01-11-2014, 07:44 PM

Quote:

Originally Posted by tele1962

Any Black and White, or Snow scene is tinted Pink & Green. Thing is I know a little about calibration etc and showed the problem occurring on Greyscale patterns and still he said this was normal.

It's not much fun to look at!

Can I ask you and the OP (and everyone else!) have you noticed when a film goes from the end of a movie into the end-credits the image breaking up and the letters been distorted? It happens a lot on my Samsung. It's more noticeable on the PlayStation, when the Save Game icon appears by itself it doesn't always display straightaway. There's just a mass of multi-coloured pixels in its place.

I'll have to try and take a picture, I'm not sure if my camera is quick enough!

Mr Kite · 01-11-2014, 07:48 PM

Quote:

Originally Posted by chip75

It's not much fun to look at!

Can I ask you and the OP (and everyone else!) have you noticed when a film goes from the end of a movie into the end-credits the image breaking up and the letters been distorted? It happens a lot on my Samsung. It's more noticeable on the PlayStation, when the Save Game icon appears by itself it doesn't always display straightaway. There's just a mass of multi-coloured pixels in its place.

I'll have to try and take a picture, I'm not sure if my camera is quick enough!

To be honest Chip I have not noticed this issue.

TheCloudX · 01-12-2014, 11:23 AM

Quote:

Originally Posted by chip75

It's not much fun to look at!

Can I ask you and the OP (and everyone else!) have you noticed when a film goes from the end of a movie into the end-credits the image breaking up and the letters been distorted? It happens a lot on my Samsung. It's more noticeable on the PlayStation, when the Save Game icon appears by itself it doesn't always display straightaway. There's just a mass of multi-coloured pixels in its place.

I'll have to try and take a picture, I'm not sure if my camera is quick enough!

Chip, I have not noticed this issue either.

12-29-2013, 12:10 AM	#1
TheCloudX Member Member since:Nov 2012 Location:Plano, TX Blu-ray collection:228	Samsung Plasma Issues Hey y'all, I've posted some issues I've had with my Samsung PN51E550 before. Seems like I constantly have had issues this past year. Getting in touch with Samsung has been horrible this go around and thought I'd see what y'all think. I have a purple haze in the middle of the screen on the far side. It's about the size of my palm and only appears on white screens. You can't see it at all with anything other than bright white screens. Doing the scrolling slides does nothing to it (you can't even see it on there since the white isn't on long enough), nor does the break in slides I've used over the year. I sent pictures into Samsung and they claim it's burn in and wont do anything about it. I've tried getting in contact with their manager staff, only to be told they'll call me back, and when I was transferred, they were closed. The TV is less than a year old. Also, since I've had so much service done it before (dead pixels), they are also trying to claim the warranty is expired - although I do have one CSR saying they are wrong to tell me that (and the website says it's still under warranty). I'm almost ready to just get rid of the set, but I spent a good chunk of change on it and don't want to have to go break in a new TV. Thoughts?

12-29-2013, 12:15 AM	#2
TheCloudX Member Member since:Nov 2012 Location:Plano, TX Blu-ray collection:228	Here's a link to my old review/issues thread I made back in March. https://forum.blu-ray.com/showthread.php?t=212029

12-29-2013, 11:55 PM	#3
Neutron82 Blu-ray Guru Member since:Aug 2011 Location:Atlanta 4K collection:479 Blu-ray collection:2095 DVD collection:45 Trading Score:124	man that sucks... all I can say is fight, fight, fight and eventually they will probably take care of you... I just went through an issue with them and had been fighting for months to resolve it and they finally agreed to buy the set back at full cost... I was a longtime loyal samsung customer but that was probably the last product I will ever buy from them... I switched to a panasonic p65vt60 and have been very pleased with it so far, it has none of the issues my samsung set had... I know they always give you the generic 1800-samsung number and those people are nothing more than untrained call takers... if you don't have it here is the corporate number, (201) 229-4000... get the operator and ask to speak to the office of the president or executive customer relations (ecr)... you can also email them at officeofthepresident@sea.samsung.com ... I had to do research to find that stuff and they never give that info out but once I started contacting them through that # and email address is when I started getting help... they tried to repair my set 3 times and the tech called samsung while he was in my home to get a 7000 number which means an authorization to get it exchanged or a refund... hopefully some of that info helps you and good luck

01-01-2014, 11:17 PM	#5
Ace_BB6 Power Member Member since:Jul 2010 Blu-ray collection:855 Trading Score:16	Try making a complaint on their Facebook/Twitter and see what they say. Worst case scenario, try investigate who is in charge of customers relations and email them. Might have to dig deep for that info. Thats what I would do, If I were in your shoes.

01-03-2014, 12:14 AM	#6
TheCloudX Member Member since:Nov 2012 Location:Plano, TX Blu-ray collection:228	Thanks for the help. Hope everyone has had a good holiday. Samsung called me today in regards to the "burn-in" and after talking to them for awhile, apparently some no-name at Corporate made the call and the Executive Customer Care dept can't overturn that, so looks like I'll be needing to get in touch with Corporate. What really irritates me is that they are basing this off of pictures I sent (with a Samsung Galaxy S4). At this point, I'm hoping for either an exchange for the current year model or just buying it for full cost to which I'll go get a Panasonic.

01-03-2014, 12:17 AM	#7
TheCloudX Member Member since:Nov 2012 Location:Plano, TX Blu-ray collection:228	Here's what I'm working with, for an almost $900 TV less than a year old, this is unacceptable...

01-05-2014, 04:05 AM	#9
Neutron82 Blu-ray Guru Member since:Aug 2011 Location:Atlanta 4K collection:479 Blu-ray collection:2095 DVD collection:45 Trading Score:124	no problem, hopefully it was useful info... have you made any progress?

01-08-2014, 04:53 PM	#11
chip75 Blu-ray Grand Duke Top contributor Member since:Oct 2010 Location:Wales 4K collection:304 Blu-ray collection:3100 DVD collection:1783 iTunes collection:230 Trading Score:9	Do you think it's burn-in or image retention? I wish I'd bookmarked that site which had a different theory! It's almost that the screen can't handle the sudden change to white and it has a little fit trying to display it properly. I can't think of any way why my set would have half the screen affected with haze. It doesn't display on the scrolling screen either.

01-10-2014, 05:50 PM	#13
digihed Active Member Member since:Dec 2011 Location:Alabama 4K collection:161 Blu-ray collection:3393 DVD collection:763 Digital collection:1181	I had this exact same problem about a year and a half ago with a PN58C6500 but mine was worse. This seems to be a common problem at least on 2010 Samsung plasmas. Samsung sent a tech to look at the problem and ordered some part. After the part came in the repair tech missed 3 or 4 scheduled appointments without calling. I complained to Samsung and they offered to give a replacement and I asked about a refund which they agreed to. I got a pro-rated refund for about $1200 of the $1800 I paid for the TV a year earlier. I put that money toward a 65" Panasonic ST50 which is still going strong after a year and a half.

01-10-2014, 08:18 PM	#14
Goremeister100 Special Member Member since:Sep 2013 4K collection:31 Blu-ray collection:370 Blu-ray reviews:3	That sucks. Again, glad I never bought a plasma. Happy with my LCD and I've had it for 4 years now.

01-11-2014, 02:37 PM	#17
Mr Kite Banned Member since:Jun 2012 Location:UK Blu-ray collection:367 Trading Score:5	You think yours is bad, I had a repair agent working for my retailer come out last week to tell me this was normal: Any Black and White, or Snow scene is tinted Pink & Green. Thing is I know a little about calibration etc and showed the problem occurring on Greyscale patterns and still he said this was normal. I asked how the TV was now supposed to be calibrated using WB controls etc and he did not seem to have a clue as to what I was on about. The fight goes on as I ain't giving up.

Best Blu-ray Movie Deals