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Samsung internal crack 50" plasma tv

Hello friends, i am currently going through the same BS with samsung too. On june 28th i was watching my 50 inch plasma tv which is only 10 months old and all of a sudden a loud buzzing sound started coming from the tv then the picture faded away and once my husband got home he saw the crack on the inside of the screen. There was NO external damage which they said to me after they had me take pictures of it and email it to them. They wouldn't even come to my house to assess the tv. Then they denied my claim from the emailed pictures. So i asked to speak to the tech dept. or their supervisor and they "couldn't give out the information" so i called customer relations, and they had me email them my pics and sales slip. Went 2 weeks and had to email it again cause they never got back to me. So today i finally got a call from case mgt. who said they sent the pics to product support and they will let me know what the decision is. I agree we all need to get them on this. I am not about to just brush off a $1,800 tv.

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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.

The next day, I took the tv back to Sears to try and return it or at the very least exchange it. Trust me when I tell you, be ready for a major battle at the store. It took two hours of arguing with associates and managers before getting anywhere. And in the end, I was only able to exchange my tv but for a different model (non plasma).

Here's my advice if you're still within the return policy and attempt to return the tv. First, do not try and hide the crack - as soon as you talk to the first associate, show them the damage and explain exactly what happened. Tell them many people are experiencing the exact same problem and that fact can be verified online. Immediately following that conversation, expect the associate to inform you that the store cannot return any tvs with cracked screens. Don't waste anymore time - ask for a manager.

Now, explain to the manager what happened all over again. You will hear many rebuttals but what is important is to remain confident that the problem was not caused by you, the owner but was actually a manufacturers defect right out of the box. Prove this by demanding the manager to find any physical damage on the screen casing - also since only the internal screen is cracked, ask him to touch the screen. If he's still not convinced have him google, "samsung plasma loud noise cracked screen." This issue is widespread and well known in forums.

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.

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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.

f33n3y

Posted on Dec 09, 2009

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I'm a TV repair guy (30 years). The Samsung internal spider crack issue is at a boiling point. Samsung originally replaced the panels if there was no sign of external damage. Now they wont.
This is a common issue with the Samsung PNxxxxxx model line.
buyer beware. Plasma is a failed technology. Go LCD/LED.

Posted on Apr 12, 2011

  • Jay Acton
    Jay Acton May 02, 2011

    As the Service Manager of a 26-year Samsung Authorized Service Center, I have a little knowledge about this issue. dbTVfixer is likely correct in his assessment that the spider web crack issue is @ a boiling point; as he states, Samsung covered MANY of the Pyrope & Spinel line sets 4 this issue (as well as other, higher end lines), but a high-level decision has obviously been made to "stop the bleeding" by denying warranty coverage for all spider-web crack repairs. This issue is technically about improper emission from the "Y" electrodes, specifically related to thermal issues; Samsung has recognized the problem to the extent that multiple Service Bulletins, revised repeatedly in light of inefficacy of the originally-prescribed procedures to address it, have attempted to produce a compromise between radically-altered voltage settings & acceptable picture quality; the latest "fix" has supplemented PDP voltage manipulations with firmware upgrades that, among other things, modify the response of the Logic Control circuitry that assigns the proper picture data to the proper pixel; there has not yet accumulated enough repair data for us to conclude that the issue has been properly addressed---& of course these measures only apply BEFORE the spider-web crack develops. Plasma is NOT a "failed technology"' it still offers the most reliable & enduring of the three main "new technologies" (DLP, LCD, & Plasma)---the average age of sets using the first two technologies that we have repaired in last dozen years is only 2-3 years (admittedly, DLP & LCD Rear Projection, or "lamp-driven" sets, have their reliability figures reduced on account of lamp failures, not other electronic circuitry failures; such is also the major problem w/ LCD Flat Panel sets as well, it being the CCFL tubes providing the LCD's backlighting, or the HV/Hi Frequency power supplies that light the tubes, where the failures primarily occur; LED-backlit LCD Flat Panel sets haven't been on the market quite long enough for us to formulate whether they will prove more reliable as the manufacturer's all desire), while the average age of Plasma TV's @ failure is twice as great as the other two---i.e., 4-6 years. The problem is NOT with Plasma as a technology; NONE of the Japanese manufacturer's have this overheatring problem, nor do those supplied by the OTHER Korean manufacturer, LG; the problem is strictly with the low-quality PDP's Samsung manufactures for these sets, and with the excessive skimping on the circuitry needed to support a PDP. A class action lawsuit will likely be forthcoming, as such appears to be the only recourse those unfortunate enough to experience the spider-web internal PDP crack failure ("Thermal Expansion") will receive...

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I had the same problem so I filed an action in small claims court. One week before the hearing Samsung call and offered to fix the set free of charge. They do not want to go to court.

Posted on Jul 19, 2012

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Hello, everyone .....
well we bought our first samsung 60 inch tv in 2009 in 2011, the screen popped and a crack appeared, they tried to say it was our fault, then after arguing for 3 months we finally got it replaced, went back to best buy bought another samsung 3d tv with all the bells and whistles, well that was in april 2011 he we are again january 2012 and guess what it has happened again, tech just left my house took some pictures just about 1/2 hour ago and we know this is already going to be a battle again. this is nuts,my husband said we will never ever buy another samsung no matter how much the best buy tv pros try to convinve us they are the best again.... I am so beside myself, my tv sits about 6 feet up on wall, has never been removed since best buy installed it, I have no children at home, but a cat and dog. we do not have any video games or have had any ever attached to it. we barely watch the tv and it looks like some one threw something at it, it is only cracked from the inside, no damage on the outside, looks like a giant spider web, with cracks running out and up on both sides. what strikes me the main crack is in the same place it was the last time it popped and cracked.

Posted on Jan 22, 2013

  • Laura Hostetter
    Laura Hostetter Jan 22, 2013

    I am sorry I meant to say January 2013 here we are again...

  •  Michael
    Michael Feb 16, 2013

    As a tv technision I have seen this accure it most cases it ended up being from a power surge and if thats the case thn I wish you the best of luck you may be better off calling home owners insurence If you have a local tv repair service mear you call them and have them come out and do a estamte normally costs between 125-300 but the will be able to help you, If your in Maine I can assist call 852-4563

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Can’t promise you satisfaction in your unenviable situationbut you are not alone in your consternation with Samsung:

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