Samsung plasmas crack internally, samsung refuses to fix, bb won't fix either! - Blu-ray Forum

STONECOLD132003 · 11-21-2011, 03:57 AM

I bought a 42" SAMSUNG plasma at BEST BUY on April 5 2010, i also purchased the 2 yr warranty, and Oct. 2011 while watching movie with family the plasma made 2 loud pops and went black. We could still hear sound but no picture. After further inspection i found 2 cracks on the internal screen, no damage on the outside of the screen at all only the inside like it broke on the inside. I called BEST BUY they called our local service people and they sent pictures to SAMSUNG and they said it was our fault for the damage. I called the 1-800-BEST-BUY to see what they could do, again i got the brush off. Now i'm stuck with a 600.00 pos plasma, and back to watching a 27" tube tv. Thanks SAMSUNG and BEST BUY for backing up the crap you sell. I did my research on line and i'm not the 1st person that this has happened to and SAMSUNG has blown off. If anyone else has had this happen to them please let me know what you did and did you get your plasma fixed? If anyone from SAMSUNG reads this please help a customer. Thank you for reading my post.

Waszak1977 · 11-21-2011, 04:13 AM

Happened to a buddy w/ a Panny Plasma. They fixed it but ONLY because he didn't crack open the TV to "find out" what happened.

My guess is that once you cracked open your Samsung you actually Voided the warrantee, just like any XBOX 360 ect... So long as it goes back to the company sealed & there's no external damage it should be fixed..

I'm sorry you are getting the short end here... Don't give up, be polite & work your way up the chain of command for both Samsung & BB, you did purchase the extended warrantee, at a minimum that should be refunded... If not honored!

Let us know the outcome, good luck!

Shagadelic · 11-21-2011, 04:29 AM

OUCH!
dude I am so sorry to read this.

Sounds like a nosey neighbor type O' warantee, too much info?
I bought my sammy (open box) from BB 2.5 years ago without warantee, after reading about samsungs CS, I did some reading about what could go wrong with my set (no failures as of yet).
Knowing BB they are prob. using sammys warant at your cost (well extended by what you bought from BB), not sure if what BB is doing is right if your covered?

If the fine print doesn't state it, ~ahh you know.
Still, whats the damn point of buying a warantee? kick their ass Sea Bass!
pics too

* uugh!, you didn't open the TV did you?

nolfoc · 11-21-2011, 04:32 AM

You're still in Warranty, it doesnt make sense why they wouldn't cover this.. Did they give you a specific reason? My circuit board went on my tv about 8 months after i purchased it and Samsung sent someone over my house to replace it..

My_Two_Cents · 11-21-2011, 01:21 PM

Quote:

Originally Posted by nolfoc

You're still in Warranty, it doesnt make sense why they wouldn't cover this.. Did they give you a specific reason? My circuit board went on my tv about 8 months after i purchased it and Samsung sent someone over my house to replace it..

I'm sure their position is that a cracked screen could very well have been caused by someone hitting the set or knocking it over. Damage and abuse is not covered under these warranties. While this sucks for the few that have happen what the OP describes, I understand their position.

Still sucks, though. Sorry to hear it. I'd keep hounding them until they cave.

Cevolution · 11-21-2011, 01:41 PM

I'd just claim it through my insurance company if that happened too me. It costs me like $4 extra a month to cover everything I own for accidental damage, so if I ever dropped my tv or whatever else, it's covered. I know it's not the point especially since you say that you didn't personally damage it, but at least having accidental damage coverage can make life easier in situations like yours.

Sonny · 11-21-2011, 05:41 PM

I thought Sammy would of improved CS but it sounds like the same old thing from back when their BD players were paper weights (maybe they still are?). They are terrible to their customers.... I'm sorry you are stuck in the crapper with this one. Keep on them, but be polite along the way (like another poster said). If you are a d*%# then that's all they will be and you will have no shot at getting it fixed/replaced. Let us know what goes on between you and Sammy customer service.

DavePS3 · 11-21-2011, 06:36 PM

I think that generally, after more than a year... if a screen cracks, it's probably not a defect unless they've had several reports of the same thing. Screens don't really just crack on their own without flexing, something hiting it causeing a very small crack then expanding (like a car windsheild), or a cold panel suddenly getting hot. There is a higher liklihood that a child, contractor or someone else bumped the screen too hard or even in carrying the panel, it was flexed. The crack may well be from the inside out if the panel was flexed, I've seen that happen.

kris achar · 11-22-2011, 05:59 AM

I feel that once a customer opens the tv and examines the fault by himself,this voids all the warranty claims....

Wish you good luck in your claim !

Love,
kris.

supersix4 · 11-22-2011, 12:36 PM

Try other bestbuys. They should honor it anywhere.

MrFattBill · 11-22-2011, 12:57 PM

Quote:

Originally Posted by STONECOLD132003

I bought a 42" SAMSUNG plasma at BEST BUY on April 5 2010, i also purchased the 2 yr warranty, and Oct. 2011 while watching movie with family the plasma made 2 loud pops and went black. We could still hear sound but no picture. After further inspection i found 2 cracks on the internal screen, no damage on the outside of the screen at all only the inside like it broke on the inside. I called BEST BUY they called our local service people and they sent pictures to SAMSUNG and they said it was our fault for the damage. I called the 1-800-BEST-BUY to see what they could do, again i got the brush off. Now i'm stuck with a 600.00 pos plasma, and back to watching a 27" tube tv. Thanks SAMSUNG and BEST BUY for backing up the crap you sell. I did my research on line and i'm not the 1st person that this has happened to and SAMSUNG has blown off. If anyone else has had this happen to them please let me know what you did and did you get your plasma fixed? If anyone from SAMSUNG reads this please help a customer. Thank you for reading my post.

Did you open the TV?

Bill

STONECOLD132003 · 11-23-2011, 02:52 AM

The set was never opened or hit or flexed it sits almost 6 feet off the floor on an entertainment center, nothing has ever touchec the set. no little kids around to bump it. no damage on the glass screen its perfect, the outer glass screen hasn't got a scratch on it, was working fine watching a blu ray and boom boom out goes the set. Also if you google this i'm not the only person having this same problem with this set its a common problem, there is a class action lawsuit in progress now. It's just a set deffect not neglect or abuse. i have a 20 year olsd samsung set that still works great. just wished id done my research more on this set.

Waszak1977 · 11-23-2011, 03:14 AM

Quote:

Originally Posted by STONECOLD132003

The set was never opened or hit or flexed it sits almost 6 feet off the floor on an entertainment center, nothing has ever touchec the set. no little kids around to bump it. no damage on the glass screen its perfect, the outer glass screen hasn't got a scratch on it, was working fine watching a blu ray and boom boom out goes the set. Also if you google this i'm not the only person having this same problem with this set its a common problem, there is a class action lawsuit in progress now. It's just a set deffect not neglect or abuse. i have a 20 year olsd samsung set that still works great. just wished id done my research more on this set.

The reason we all mentioned/asked if you opened it is that you stated the back inside glass was broken, how did you find that out w/o opening it?

Seriously curious here as I own 3 Samsung Plasma's....

kris achar · 11-23-2011, 03:33 AM

Quote:

Originally Posted by Waszak1977

The reason we all mentioned/asked if you opened it is that you stated the back inside glass was broken, how did you find that out w/o opening it?

Seriously curious here as I own 3 Samsung Plasma's....

Yes even i have the same question...How did you know that the plasma panel is cracked or ruptured at the rear side ?
And to find this out if you had opened the set,then you are not going to get replacement or refund !

STONECOLD132003 · 11-27-2011, 04:28 AM

The way that i can tell the screen is cracked without opening the set is when you look at the set from a 90 degree angle you can see a crack its quite noticable when the set is off. You cant feel the crack on the outside cause the crack is behind the front glass, there is also alot of other people that have had this exact problem with this particular model doing the same thing, just google plasma cracking and there are hundreds just like me that samsung is telling us that we're SCREWED! I talked to my local BEST BUY rep today and he told me to call the BEST BUY main office or even SAMSUNG directly. He said that most likely SAMSUNG will blow me off like everyone else has. There's also a class action lawsuit against SAMSUNG as we speak cause of this defect in this problem. I just want my tv fixed, store credit or something done. The set works all but the screen. If anyone from samsung reads these i will be calling monday to get something done, i hope.

seigneur_rayden · 11-27-2011, 01:27 PM

Sorry to hear that dude.
Why doesn't BBY want to fix your TV? What is the extra warranty for if they will not honor it? Damn, that is sad.
And as others have asked, what are the reasons that Samsung advanced for not fixing the set?

Waszak1977 · 11-27-2011, 10:15 PM

Sadly, this hasn't been resolved yet & it appears you've hit the brick wall.

Like the others you have mentioned that this happened to, If you can't get anywhere then maybe it's time for you to make some calls & find out who is spearheading (leading) this Class Action Law Suit (CALS) against Samsung & have the paperwork sent to you & fill out your model-S/N & join...

The bad news. It could be at least another 18 months & depending on the firm Involved they could take as much as 40%, however 60% is better than nothing!

Just make 100% damn sure this CALS is real before you send your personal information...

Good luck my friend. You've "Sold" me that the "Black Tie" Warrantee is B.S., BTW, I'd do everything to get my money back for that too!

Blove23 · 11-28-2011, 01:23 AM

Quote:

Originally Posted by STONECOLD132003

I bought a 42" SAMSUNG plasma at BEST BUY on April 5 2010, i also purchased the 2 yr warranty, and Oct. 2011 while watching movie with family the plasma made 2 loud pops and went black. We could still hear sound but no picture. After further inspection i found 2 cracks on the internal screen, no damage on the outside of the screen at all only the inside like it broke on the inside. I called BEST BUY they called our local service people and they sent pictures to SAMSUNG and they said it was our fault for the damage. I called the 1-800-BEST-BUY to see what they could do, again i got the brush off. Now i'm stuck with a 600.00 pos plasma, and back to watching a 27" tube tv. Thanks SAMSUNG and BEST BUY for backing up the crap you sell. I did my research on line and i'm not the 1st person that this has happened to and SAMSUNG has blown off. If anyone else has had this happen to them please let me know what you did and did you get your plasma fixed? If anyone from SAMSUNG reads this please help a customer. Thank you for reading my post.

I would have purchased the PSP plan from HHGregg because you would have received a new television. People need to stay away from Best Buy.

floridarsxts7 · 11-28-2011, 12:53 PM

Quote:

Originally Posted by Blove23

I would have purchased the PSP plan from HHGregg because you would have received a new television. People need to stay away from Best Buy.

False..

Best Buy does not cover PHYSICAL DAMAGE on TV's. Those cracks on the screen are why BBY is not covering it, and almost ALL retailers offer no physical damage protection on TV's (Tablets, ipods, etc... different story), mainly b/c in normal conditions, the tv should never be physically damaged.

What is happening here is the same thing that happens everywhere else, BBY got taken advantage of to many times so they just did an overall move on tv's and said if there is any signs of physical damage it is not covered.

dsf767 · 11-28-2011, 01:01 PM

I hate to hear stories like this something similar happened to me with an iPhone the glass just cracked for no reason and the apple store would not cover it.

Have you tried to contact Samsung directly or is that warranty up and you only have the best buy warranty?

11-21-2011, 03:57 AM	#1
STONECOLD132003 Junior Member Member since:Nov 2010 4K collection:352 Blu-ray collection:1723 DVD collection:789 Digital collection:1	Samsung plasmas crack internally, samsung refuses to fix, bb won't fix either! I bought a 42" SAMSUNG plasma at BEST BUY on April 5 2010, i also purchased the 2 yr warranty, and Oct. 2011 while watching movie with family the plasma made 2 loud pops and went black. We could still hear sound but no picture. After further inspection i found 2 cracks on the internal screen, no damage on the outside of the screen at all only the inside like it broke on the inside. I called BEST BUY they called our local service people and they sent pictures to SAMSUNG and they said it was our fault for the damage. I called the 1-800-BEST-BUY to see what they could do, again i got the brush off. Now i'm stuck with a 600.00 pos plasma, and back to watching a 27" tube tv. Thanks SAMSUNG and BEST BUY for backing up the crap you sell. I did my research on line and i'm not the 1st person that this has happened to and SAMSUNG has blown off. If anyone else has had this happen to them please let me know what you did and did you get your plasma fixed? If anyone from SAMSUNG reads this please help a customer. Thank you for reading my post.

11-21-2011, 04:29 AM	#3
Shagadelic Special Member Member since:Aug 2010 4K collection:133 Blu-ray collection:1007 Trading Score:5	OUCH! dude I am so sorry to read this. Sounds like a nosey neighbor type O' warantee, too much info? I bought my sammy (open box) from BB 2.5 years ago without warantee, after reading about samsungs CS, I did some reading about what could go wrong with my set (no failures as of yet). Knowing BB they are prob. using sammys warant at your cost (well extended by what you bought from BB), not sure if what BB is doing is right if your covered? If the fine print doesn't state it, ~ahh you know. Still, whats the damn point of buying a warantee? kick their ass Sea Bass! pics too * uugh!, you didn't open the TV did you? Last edited by Shagadelic; 11-21-2011 at 04:31 AM.

11-23-2011, 02:52 AM	#12
STONECOLD132003 Junior Member Member since:Nov 2010 4K collection:352 Blu-ray collection:1723 DVD collection:789 Digital collection:1	Reply: the set was never opened, but u can see the crack from the outside. The set was never opened or hit or flexed it sits almost 6 feet off the floor on an entertainment center, nothing has ever touchec the set. no little kids around to bump it. no damage on the glass screen its perfect, the outer glass screen hasn't got a scratch on it, was working fine watching a blu ray and boom boom out goes the set. Also if you google this i'm not the only person having this same problem with this set its a common problem, there is a class action lawsuit in progress now. It's just a set deffect not neglect or abuse. i have a 20 year olsd samsung set that still works great. just wished id done my research more on this set.

11-27-2011, 04:28 AM	#15
STONECOLD132003 Junior Member Member since:Nov 2010 4K collection:352 Blu-ray collection:1723 DVD collection:789 Digital collection:1	reply to crack screen The way that i can tell the screen is cracked without opening the set is when you look at the set from a 90 degree angle you can see a crack its quite noticable when the set is off. You cant feel the crack on the outside cause the crack is behind the front glass, there is also alot of other people that have had this exact problem with this particular model doing the same thing, just google plasma cracking and there are hundreds just like me that samsung is telling us that we're SCREWED! I talked to my local BEST BUY rep today and he told me to call the BEST BUY main office or even SAMSUNG directly. He said that most likely SAMSUNG will blow me off like everyone else has. There's also a class action lawsuit against SAMSUNG as we speak cause of this defect in this problem. I just want my tv fixed, store credit or something done. The set works all but the screen. If anyone from samsung reads these i will be calling monday to get something done, i hope.

11-21-2011, 04:13 AM	#2
Waszak1977 Expert Member Top contributor Member since:Oct 2011 Location:U.S.A. Blu-ray collection:39 Blu-ray reviews:2 Trading Score:35	Happened to a buddy w/ a Panny Plasma. They fixed it but ONLY because he didn't crack open the TV to "find out" what happened. My guess is that once you cracked open your Samsung you actually Voided the warrantee, just like any XBOX 360 ect... So long as it goes back to the company sealed & there's no external damage it should be fixed.. I'm sorry you are getting the short end here... Don't give up, be polite & work your way up the chain of command for both Samsung & BB, you did purchase the extended warrantee, at a minimum that should be refunded... If not honored! Let us know the outcome, good luck!

11-21-2011, 04:32 AM	#4
nolfoc Banned Top contributor Member since:Nov 2008 Blu-ray collection:- Blu-ray reviews: 108 Trading Score:49	You're still in Warranty, it doesnt make sense why they wouldn't cover this.. Did they give you a specific reason? My circuit board went on my tv about 8 months after i purchased it and Samsung sent someone over my house to replace it..

11-21-2011, 01:41 PM	#6
Cevolution Banned Top ranked HT gallery Top contributor Member since:Nov 2010 Location:Sydney, Australia Home Theater Gallery:23 4K collection:668 Blu-ray collection:3104 Trading Score:8	I'd just claim it through my insurance company if that happened too me. It costs me like $4 extra a month to cover everything I own for accidental damage, so if I ever dropped my tv or whatever else, it's covered. I know it's not the point especially since you say that you didn't personally damage it, but at least having accidental damage coverage can make life easier in situations like yours.

11-21-2011, 05:41 PM	#7
Sonny Blu-ray Ninja Member since:Aug 2007 Home Theater Gallery:8 Blu-ray reviews:6 Trading Score:1	I thought Sammy would of improved CS but it sounds like the same old thing from back when their BD players were paper weights (maybe they still are?). They are terrible to their customers.... I'm sorry you are stuck in the crapper with this one. Keep on them, but be polite along the way (like another poster said). If you are a d*%# then that's all they will be and you will have no shot at getting it fixed/replaced. Let us know what goes on between you and Sammy customer service.

11-21-2011, 06:36 PM	#8
DavePS3 Blu-ray Guru Member since:Jan 2007 Location:Toronto Home Theater Gallery:56 Blu-ray reviews:1 Trading Score:1	I think that generally, after more than a year... if a screen cracks, it's probably not a defect unless they've had several reports of the same thing. Screens don't really just crack on their own without flexing, something hiting it causeing a very small crack then expanding (like a car windsheild), or a cold panel suddenly getting hot. There is a higher liklihood that a child, contractor or someone else bumped the screen too hard or even in carrying the panel, it was flexed. The crack may well be from the inside out if the panel was flexed, I've seen that happen.

11-22-2011, 05:59 AM	#9
kris achar Active Member Member since:Dec 2009 Location:India Home Theater Gallery:3	I feel that once a customer opens the tv and examines the fault by himself,this voids all the warranty claims.... Wish you good luck in your claim ! Love, kris.

11-22-2011, 12:36 PM	#10
supersix4 Blu-ray Archduke Top contributor Member since:Mar 2007 Blu-ray collection:572 Blu-ray reviews: 53 Trading Score:3	Try other bestbuys. They should honor it anywhere.

11-27-2011, 01:27 PM	#16
seigneur_rayden Blu-ray Samurai Member since:Feb 2008 Blu-ray collection:1097 Blu-ray reviews: 12	Sorry to hear that dude. Why doesn't BBY want to fix your TV? What is the extra warranty for if they will not honor it? Damn, that is sad. And as others have asked, what are the reasons that Samsung advanced for not fixing the set?

11-27-2011, 10:15 PM	#17
Waszak1977 Expert Member Top contributor Member since:Oct 2011 Location:U.S.A. Blu-ray collection:39 Blu-ray reviews:2 Trading Score:35	Sadly, this hasn't been resolved yet & it appears you've hit the brick wall. Like the others you have mentioned that this happened to, If you can't get anywhere then maybe it's time for you to make some calls & find out who is spearheading (leading) this Class Action Law Suit (CALS) against Samsung & have the paperwork sent to you & fill out your model-S/N & join... The bad news. It could be at least another 18 months & depending on the firm Involved they could take as much as 40%, however 60% is better than nothing! Just make 100% damn sure this CALS is real before you send your personal information... Good luck my friend. You've "Sold" me that the "Black Tie" Warrantee is B.S., BTW, I'd do everything to get my money back for that too!

11-28-2011, 01:01 PM	#20
dsf767 Junior Member Member since:Oct 2011	I hate to hear stories like this something similar happened to me with an iPhone the glass just cracked for no reason and the apple store would not cover it. Have you tried to contact Samsung directly or is that warranty up and you only have the best buy warranty?

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