Question about Samsung HPT5054 50 in. HD-Ready Plasma Television

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50 " Samsung Plasma TV

Tv is only 3 weeks old mada a loud crack and started to buzz turned off TV and Noticed a large u shaped crack in top left of screen. contacted supplier. engineer stated it was possibly an iverter fault which cracked the glass when it failed. however teh supplier now state cracks can only occur when tv is accidently damaged.
can i prove teh inverter cracked the plasma tube? I have a 50" samsung plasma TV and after 2 days of watching it the screen went blank and had a u shaped crack at the top left hand corner of the screen. the store nor the manufacturer will replace it. what should i do?

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  • Johndoe16 Feb 04, 2009

    I have the exact same problem with my 52' Samsung Plasma... I was watching TV, had the DVR on pause for a second to talk to my gf then we heard a cracking/popping sound followed by a buzzing sound.. we didn't know what it was but then noticed the picture on the tv starting to fade colors eventually going completely black. I immediately unplugged the tv figuring it was either going to catch on fire or blow up. Then, after further inspection I noticed a small crack had formed in the upper right hand corner of the "inner" plasma screen. I called Samsung customer support figuring it was an easy fix (obviously I didn't cause it, no physical damage to the outside of the tv anywhere, its been sitting there for 3 months untouched!) and they were very eagar to immediately tell me any type of crack in the screen is considered "Physical damage" and not covered under their warranty. Anyhow, after further explanation and pursuasion they scheduled a service tech to take a look at it. The service tech agreed there was no signs of any physical damage to the outside of the tv, and it puzzled him how the crack occured. He seemed confident that Samsung would honor the warranty and have him replace or fix it and went on his way... Anyways, I called Samsung shortly thereafter and there seems to be a loophole. What the service tech told me at my home compared to what he wrote in his report to Samsung was completely biased against me. He danced around his words stating he didnt see any outside physical damage, but Samsung considers cracks as physical damage... which is what the customer service rep on the phone started to reiterate. Now, my question is how could I damage the inside of the tv without first damaging some exterior part of the tv? and how do they come to the conclusion that it is considered physical damage? I became agtiated. After an hour of arguments I quizzed the customer service rep on his knowledge of plasma tvs, he stated "I dont know much really, besides they are different that LCD's"... This is the guy who will make the final call if I get a replacement or repair and he has no personal knowledge whatsover of plasma tv's to make any type of educated or informed decision. I was blown away. At this point I ended the call, he informed me he will call the service tech that came to my home to get some more info and call me back. If they do not agree to honor the warranty I will be taking them to court indefinately... now its coming down to principles. If anyone has the same problem please post it here.

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  • Samsung Master
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Get the tech supplier to tell to the manufacture and the store what he told you.

Physical damage on any electronic device is very hard to have serviced under warranty. I have never seen a plasma display crack on its own. But, anything can happen.

I once saw a man drop a newly bought plasma TV in a parking lot outside from where he bought it and the screen broke. He never even made it home from the store!

Maybe you should contact a lawyer or someone who can give you legal advice about how to proceed with this. In different countries and different states the consumer protection laws are different.


Jerry G.

Posted on Sep 26, 2008

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Hello,

First of all if this problem happens to you I am very sorry - it puts consumers in a very bad situation because any retailer or manufacturer will typically deem a screen crack as damage caused by the owner and therefore not honor return policies and/or warranty coverage.

With that said, please remember the golden rule of retail, "If you b*tch enough you get what you want."

I am young @ 20 years old and have worked in retail (specifically electronics stores) for 4 years. I recently purchased a Samsung 50" Plasma series 4 from Sears and experienced the problem described above in almost the exact fashion except my tv was only 8 days old.

After reading this post, I immediately called Samsung @ 1-800-726-7864 and notified them of the problem and declined service (because I was still within Sears return policy) but made sure to get a reference number which proved I contacted Samsung.

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If all else fails, ask the manager for the district or regional manager's telephone number. Remember the golden rule and don't leave the store without a refund or exchange.

------------------------------------------------------------------------------------------------------

If you're outside the return policy, contact Samsung and schedule a technician to come to your home. Again, stress the fact that many people are experiencing the same problem and the crack is internal (there is no external damage).

Make sure to get a copy of the technician's report because many people have said the technician agrees in person, "oh yeah, the problem seems to be a manufacturers defect" but writes on the report, "no picture - screen cracked." Do not let the tech leave until he provides an accurate, non-biased, and detailed report.

If Samsung still doesn't approve the repair/replacement then file a formal complaint with the Better Business Bureau. I have read in many forums that this method seems to be the quickest and surest way to get Samsung to take responsibility for their defective tvs.

I wish everyone the best of luck in correcting this issue - and please if you're reading this before considering buying a Samsung plasma tv - DON'T - stick with lcd. I've owned three Samsung lcds for years with no problems.

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