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Samsung Edge Lit LED TV's are complete rubbish, as is Samsung's after sales service..

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Old 08-05-2009, 11:52 PM   #1
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Default Samsung Edge Lit LED TV's are complete rubbish, as is Samsung's after sales service..

On the 14th July 2009 I purchased a new 40” Samsung LED TV, model No: UA40B7100

After the initial setup I noticed that the screen showed dark patches in all 4 corners, particularly noticeable in bright scenes.

I contacted the retailer and they swapped it for another new version of the same set but were firm in that if the problem was evident in the replacement that they would not swap it again.

I unpacked the new set at home and it had the same exact problem (which appears to be widespread based on forum discussions),

So I called Samsung Customer Support who told me that the problem I described was a fault and needed to be seen to by an authorized repair person. So I contacted their suggested service provider and they came over, saw the problem and took apart the set, replacing the whole internal Panel & the dark corners were gone

That evening however when recalibrating the set in my normal viewing environment in low light I notice that there is now dark patches in the middle top & bottom centre of the screen & really terrible flash lighting issues. Since the panel swap you can now see light emitting from behind the bezel in all four corners. Also if you now move the unit it sends the whole screen white and the frame & bezel make a disturbing creaking/cracking sound. Also the unit now seems to run much, much hotter that before and I mean really hot to touch (both the frame and chassis).

Saving the best for last, the model I purchased was a B7100 and I noticed in the on screen menus post repair that it is now listed as a B7000. Well there is no B7000 in the Australian Samsung range. Also a feature of the set is 'Motionflow' which runs at 100htz is now labeled in the menus as running at 200htz which is not a feature of the TV I purchased.

I called Samsung them & they told me not to worry about the changed model number or the changed Htz feature & that it sounded like an upgrade which made me feel like they think I’m some sort of idiot, and they couldn't explain how this has happened or tell me what model I now have sitting in my lounge room and to simply call the repairers. So I called the repairers again and they say it needs yet another Panel replacement and not to turn it on till it arrives in a week’s time.

I contact the Samsung Tech Support guy & tell him that I do not want another rebuild & that I find it totally unacceptable that my $3900 brand new TV is less than 3 weeks old, has had repairs that have rendered it more damaged & faulty than before they serviced it and unidentifiable from the original model I had purchased including different features sets & I am now looking at a second rebuild (the 4th unit since the original purchase) & that at the very least I want a new replacement version of the same model that I purchased which seems fair & just.

He said no way. So I ask to speak to the Manager & he goes off to talk to him for 5 mins then returns to tell me that he’s to busy to speak to me so I say that I insist that he returns my call…today and I’m assured that he will. That was nearly a week age and no call has come back to me from Samsung or the Customer Service/Tech Support Manager

I regret ever buying this TV. Samsungs build quality is appalling and there customer service is non existent. To anyone considering spending there hard earned cash on one of these televisions I hope you see this and think twice, don’t make the same mistake I made and get seduced by its good looks, they are just not up to scratch.
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Old 08-06-2009, 02:11 PM   #2
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You paid $3900 for a SAMSUNG 40 inch LEDTV ?

Best Buy has a 40 inch SAMSUNG LEDTV for $2199.99.
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Old 08-06-2009, 02:13 PM   #3
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Quote:
Originally Posted by Jammer1969 View Post
On the 14th July 2009 I purchased a new 40” Samsung LED TV, model No: UA40B7100

After the initial setup I noticed that the screen showed dark patches in all 4 corners, particularly noticeable in bright scenes.

I contacted the retailer and they swapped it for another new version of the same set but were firm in that if the problem was evident in the replacement that they would not swap it again.

I unpacked the new set at home and it had the same exact problem (which appears to be widespread based on forum discussions),

So I called Samsung Customer Support who told me that the problem I described was a fault and needed to be seen to by an authorized repair person. So I contacted their suggested service provider and they came over, saw the problem and took apart the set, replacing the whole internal Panel & the dark corners were gone

That evening however when recalibrating the set in my normal viewing environment in low light I notice that there is now dark patches in the middle top & bottom centre of the screen & really terrible flash lighting issues. Since the panel swap you can now see light emitting from behind the bezel in all four corners. Also if you now move the unit it sends the whole screen white and the frame & bezel make a disturbing creaking/cracking sound. Also the unit now seems to run much, much hotter that before and I mean really hot to touch (both the frame and chassis).

Saving the best for last, the model I purchased was a B7100 and I noticed in the on screen menus post repair that it is now listed as a B7000. Well there is no B7000 in the Australian Samsung range. Also a feature of the set is 'Motionflow' which runs at 100htz is now labeled in the menus as running at 200htz which is not a feature of the TV I purchased.

I called Samsung them & they told me not to worry about the changed model number or the changed Htz feature & that it sounded like an upgrade which made me feel like they think I’m some sort of idiot, and they couldn't explain how this has happened or tell me what model I now have sitting in my lounge room and to simply call the repairers. So I called the repairers again and they say it needs yet another Panel replacement and not to turn it on till it arrives in a week’s time.

I contact the Samsung Tech Support guy & tell him that I do not want another rebuild & that I find it totally unacceptable that my $3900 brand new TV is less than 3 weeks old, has had repairs that have rendered it more damaged & faulty than before they serviced it and unidentifiable from the original model I had purchased including different features sets & I am now looking at a second rebuild (the 4th unit since the original purchase) & that at the very least I want a new replacement version of the same model that I purchased which seems fair & just.

He said no way. So I ask to speak to the Manager & he goes off to talk to him for 5 mins then returns to tell me that he’s to busy to speak to me so I say that I insist that he returns my call…today and I’m assured that he will. That was nearly a week age and no call has come back to me from Samsung or the Customer Service/Tech Support Manager

I regret ever buying this TV. Samsungs build quality is appalling and there customer service is non existent. To anyone considering spending there hard earned cash on one of these televisions I hope you see this and think twice, don’t make the same mistake I made and get seduced by its good looks, they are just not up to scratch.
Are you this guy? http://www.youtube.com/watch?v=JNmvU-Jz6dY

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Old 08-06-2009, 02:14 PM   #4
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Quote:
Originally Posted by glennb1 View Post
You paid $3900 for a SAMSUNG 40 inch LEDTV ?

Best Buy has a 40 inch SAMSUNG LEDTV for $2199.99.
He is from europe (I think)
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Old 08-06-2009, 02:24 PM   #5
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why don't people buy a 42 inch plasma instead of these ultra expensive LED tv, after all the fuss the TV is at best close to $800 plasma, the only difference is buyer is $1300 lighter in wallet.
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Old 08-06-2009, 02:36 PM   #6
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I think the model is for Australia, so that would explain the price being so much higher.
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Old 08-06-2009, 07:50 PM   #7
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Quote:
Originally Posted by iserum View Post
why don't people buy a 42 inch plasma instead of these ultra expensive LED tv, after all the fuss the TV is at best close to $800 plasma, the only difference is buyer is $1300 lighter in wallet.
I thought the same think when I bought my Plasma TV a few weeks ago. I looked at an LEDTV, then a Plasma TV. I got a bigger Samsung plasma for a lot less money.
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Old 08-07-2009, 02:50 AM   #8
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Quote:
Originally Posted by glennb1 View Post
You paid $3900 for a SAMSUNG 40 inch LEDTV ?

Best Buy has a 40 inch SAMSUNG LEDTV for $2199.99.
That's AUD (Australian Dollars). They are $3900 RRP (I paid $3100)
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Old 08-07-2009, 02:53 AM   #9
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Quote:
Originally Posted by Nerologic View Post
Are you this guy?

The very same...& the problems still have not been resolved by Samsung either
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Old 08-07-2009, 07:11 AM   #10
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Quote:
Originally Posted by Jammer1969 View Post
The very same...& the problems still have not been resolved by Samsung either
From my experience, after about the third repair attempt if you are not satisfied with the results you can ask for a brand new replacement unit or a refund. What you want to do is call Executive Customer Relations (ECR) directly and avoid going through their tier 1 customer service.

Don't give up, keep on bugging them. Like a friend told me when i was going through your very same situation "The squeakiest wheel gets the oil" I followed his advice and sure enough... after about a six month battle with Samsung Customer Service, and an exchange, they offered me a refund.
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Old 08-07-2009, 11:56 AM   #11
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If you are looking for a uniform screen you would likely be better off with a plasma. I know my PS3 gaming is better with my Panasonic plasma than with the LCD I used before & the DLP as well.

Good luck & I hope they refund your money!
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Old 08-08-2009, 03:29 AM   #12
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I have always said that new technology has it's share of problems in the beginning, these companies just want to make it to market even though there are clearly issues that need to be addressed. It usually take a few years to iron out the problems with new technology, I will never be an early adopter of new technology. I wish you the best of luck, I to am appalled by what I saw on your You Tube video if it was yours!
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Old 08-08-2009, 03:40 AM   #13
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Default My Samsung edge-lit LED TV also had dark corners

Dear Jammer1969

Sir, you have my full sympathy. I had a similar experience, as follows. On Sunday 26 July I purchased a Samsung 55 inch series 7 LED TV (UA55B7100WF) from Domayne in Canberra for $5385 AUD (including 5 years warranty and a bonus Samsung 22 inch HD TV to come later). I had been very impressed by the store’s display units. However, soon after setting up my new TV at home, I was very disappointed to find permanent dark patches in all four corners and, to a lesser extent, at 6 other points along the sides (making 5 equally spaced patches on each side, left and right). These 10 patches were barely noticeable under normal TV viewing conditions but became quite annoying during a slide show (especially in photos with clear blue skies) and when using the TV as a computer monitor (especially with a uniform light-coloured desktop background).

I returned to Domayne on Tuesday, armed with a USB on which I had put several photos of my TV and some test images. The staff agreed there was a problem and said they had not noticed it before. It now became apparent that the dark corners problem existed, to varying degrees, on most of their series 6, 7 and 8 Samsung LED display units, including the ones I had looked at on Sunday. Obviously, I should have looked much more closely. I vaguely recall thinking something was a bit strange. But at the time, I put it down to the material being displayed or the lighting in the room. Also, each display unit had (rather conveniently) three corners covered up by glossy advertising stickers. It was only by peeling back these stickers that one could appreciate the full extent of the problem.

At any rate, the salesman at Domayne refused me a refund on the basis that Samsung would not take back a TV just because it had slightly dark corners. He said I could have a replacement from Domayne, but not another one after that if it also had dark corners. He spoke as if I should feel guilty and said he did not know what he was going to do with my TV after I had returned it. Another option was for me to get a store credit, and he suggested some other TVs. One was an ordinary LCD TV, the 55 inch Samsung B650 (LA55B650TIF) for $4900 (including 5 years warranty). I felt annoyed because the difference between the displayed prices for the two models was 5451 – 4311 = 1140, whereas 5385 – 4900 = 485. (The difference between the printed RRPs was similarly 5799 – 4699 = 1100.) This made me feel like he was trying to dupe me out of about 1140 – 485 = $655. Even worse, I later learnt that I could get a 55 inch B650 at Grace Brothers in Civic for only $3650 (including 5 years warranty), i.e. for $1250 less than the $4900. But now I was in no position to bargain at Domayne, since they already had my money.

At this point I rang Samsung and discussed my problem. They told me I could have the TV inspected at no cost and gave me a number to ring. A few days later, a technician from Maxtech came and quickly declared my TV faulty with unacceptably dark corners. He made no attempt to service the TV and said it should be returned. I rang Samsung again and was told that Domayne would now be able return my faulty TV to Samsung. They also told me that I had a right (under consumer legislation) to get my money back. So I rang Domayne and they finally agreed to refund my money. It was with great relief that I returned the TV yesterday. Immediately after, I had a kindly chat with the salesman who had sold me the TV and who I had not seen again until now. Maybe I’m naive, but I believe he was genuinely unaware of the problem at the time and sold me the TV in good faith. I must also commend the staff at Samsung and Maxtech, who were all very helpful.

The above is only a small part of my story. Over the past two weeks I visited many stores in Canberra which sell Samsung series 6, 7 and 8 LED TVs. All the units of this type which I inspected had the dark patches problem to some extent, and every sales person I talked to claimed not to have noticed it before I came along. Some of the 40 and 46 inch units seemed almost perfect, but every single 55 inch unit that I saw had the problem to an extent which I found unacceptable, especially considering the high price of this TV.

I will now probably wait for the Samsung 8500 series LED TV to arrive in Australia. (This TV was announced only a few days ago, on 30 July.) Like the Samsung A950 of last year (no longer available), the 8500 is back-lit rather than side-lit, and only 1.6 inches deep. If the 55 inch 8500 TV passes my in-store inspection, I will likely buy one from a Dick Smith store. Why? Because these stores are the only ones I know of which have an official policy to allow customers to return items (subject to certain conditions and exclusions) within 14 days for a full refund, no questions asked. Being able to avail of this policy would have saved me a lot of time and worry over the past two weeks.

Rexavian, Saturday 8 August 2009
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Old 08-08-2009, 03:57 AM   #14
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Welcome to the forum!

Thanks for that story Rexavian and I am glad you were able to get a refund.

have you considered buying a Panasonic plasma like the 54" G10 model? I think you would be happy with that and not have those issues with uniformity, and get a better picture as well for less money.
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Old 08-08-2009, 04:09 AM   #15
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All of these problems people are having with Samsung's LED TV's could very well hit the news rooms near you, I wouldn't be surprised if I saw it on the 6:00 news tomorrow. Maybe someone needs to let someone know that there's a story just sitting here wait to be told. I believe Samsung made a huge mistake bringing these LED TV's to market in the condition there in! As for their LCD TV's I am a very happy customer, all manufacturers have there horror stories.
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