Samsung Electronics UN55D8000YFXZA Defective Panel, Black Screen of Deathe San Francisco Nationwide

I purchased a UN55D8000YFXZA LED 3D TV in the Summer of 2011. I spent around $2,500 for the top of the line model. I loved the thing, it had a beautiful picture, great features and work flawlessly. I have lovingly cared for it over the last 3 years. That was up until a month ago.

THE PROBLEM:
I was watching TV when suddenly the picture when out. I turned it on and off again figuring it would kick back on. No luck. I tried unplugging it and letting it set, factory reset, opened the back to look for loose connections and damaged circuitry. The TV powers on normally, the sound works and the panel backlight turns on, but no picture on any sources or menus.

CONTACTING SAMSUNG:
To set up a claim I went through Samsung's website which was difficult to use. I had to submit my claim multiple times using different email addresses before I was finally able to get a confirmation of receipt. I called Samsung aware that the TV was no longer in warrantee, but expecting them to simply right the problem because it was a defect issue. Although the warrantee was up, no reasonable consumer would purchase an expensive TV knowing it would fail after only 3 years. I was polite and explained the problem and what I had done to troubleshoot the issue. They told me that it was out of warrantee but they would be more than happy to help me schedule an appointment with their authorized repair center at my cost. My first thought was tier one customer support, I will call back. Second, why would I give my business to their "authorized service center" if my warrantee was up but my TV was plagued by their failing parts. Why wouldn't I find somewhere close, better priced and out of the Samsung's network.

I waited a few days hoping the TV would resolve itself before calling Samsung again. This time we talked through the problem and they referred me to the warrantee department where I could buy an extended warrantee protection plan which would cover my TV's repair. Again it was the attitude that it was my problem that the TV I purchased from them abruptly stopped working. Why would I spend any more money with Samsung if they make poor quality items, that fail, and pawn the cost of the defects off on me.

I purchased a Samsung Service and Repair Manual for my TV from the internet. I went through the trouble shooting process and was able to isolate the problem using a multimeter to the T-CON board or the LED screen panel itself. I also began reading forums discussing problems with Samsung TV's and that failing panels and T-CON boards were frequent in a wide range of TV's produced by Samsung in the past 5 years, the black screen symptom my TV was suffering from was a systemic problem in Samsung TV's. Samsung had also recently settled a class action lawsuit in California relating to defective capacitors, once they found out about the defect they continued to sell the TVs and refused to repair them once the one year warrantee was up.

I called Samsung again last week, this time the Executive Customer Relations 1-800-522-7341. I expressed to them my frustration with Samsung's quality and the companies ineptitude towards it's customers. I discussed the aspects of the recent class action lawsuit settlement with their representative who was kind enough to reaffirm that my TV was not covered under the models in the settlement and that my symptoms were not consistent with a capacitor issue. I feel sorry for her as she most likely unknowingly confirmed that there are grounds to bring a new class actions suit against Samsung as the issues of defects were not related to the capacitors and that my TV model number and the vast majority of other Samsung TV's manufactured during the last 5 years would not be protected by the settlement of the capacitor suit. During this call Samsung Executive Customer Relations offered to meet me halfway and pay for the parts, but I would still be responsible for the labor costs. Also I would have to use their authorized service center to do the repairs if I wanted them to cover the parts. I was polite but obviously irritated when I told them that it was not a satisfactory answer and ended the call.

On Sunday, August 10th, 2014, I called the Executive Customer Relations department and spoke with them again. I conveyed how frustrated I was with the way Samsung treated it's customers especially when it was a parts defect. She told me Samsung would pay for the parts but not the labor. And she would forward my information to the service department for scheduling and appointment. I told them again how unhappy I was. At least I could figure out how much the labor would cost.

I called the Executive Customer Relations department again on Monday, August 11th, 2014, after, I waited 30 minutes to speak to a representative because they were experiencing a high volume of calls than usual. Go figure, it might be the way they do business. Same old story, went through the problems they offered the halfway solution. I told them, I guess they see that as being generous because I was stupid enough to unknowingly pay $2,500 for a piece of crap that fails prematurely. Still unhappy, they again said they would forward a service appointment request to their authorized service center and cover the parts.

Tuesday, August 12th, 2014, I received a call from Samsung's Authorized Service Center wanting to set up an appointment. I returned their call after verifying my information I asked about my financial responsibility. They said it was 100% since my TV was out of warrantee. I explained to them that Samsung's Executive Customer Relations had agreed to pay the cost of parts. The Service Center told me to call them again. I wasted another 45 minutes on hold waiting to talk to a representative. She said she had to do some paper work and put me on hold, the process took 20 minutes. When she came back she told me the person who approves the repair requests was out of the office either on break or lunch. Not surprising! Tomorrow I have to again call the service center and verify that the parts will be covered then find out how much the labor will be.

I am so frustrated with Samsung. I have been without the use of my TV for over a month now. I encourage you to record your calls with Samsung, like I do.

LEGAL:
James Keeley v. Samsung Electronics America INC
Case Number: 37-2011-00101584-CU-MT-CTL
http://www.courthousenews.com/2011/11/29/Samsung.pdf

Keeley claims that Samsung produced a part that was defective and that failed overtime prematurely. In this case it was a capacitor. Samsung became aware of the problem through a reasonable means, i.e. customers complaints, warrantee claims and service/repair request. Once aware, they did nothing to remedy their defective product and instead hoped that the parts failed after the one year warrantee expired. In essence, shafting the customers with the expense of something they produced and knew was a faulty.

There is a concept recognized in legal theory called the expected useful life of a product. Samsung positions many of it's appliance products as long term household purchases. Consumers associate the purchase of these items as infrequent as they will last a very long time. Customers would not have purchased these products from Samsung if they were aware of the actual short product life and defects. The purchasing consumers expects to get more than the 12 month warrantee from their TV, they have an expectation to be able to use it hassle free for tens of thousands of hours.

The disturbing number of forum post and consumer complaints from people that have had defective panels that have deteriorated to make them not useful or useless is a staggering commonality. It appears to me Samsung is recalcitrant in the way in which they deal with known defects or problems that are a result of their design, production, material choice, or any other aspect that they control. Apparently in the wake of the capacitor lawsuit and a large number of consumer complaints Samsung continues to fail to reform the way it deals with customers.

I have simply asked Samsung to return my $2,500 three year old TV to working order as it is a parts failure. I am not willing to accept having the cost of their parts failure shuffled back on me.

If anyone else is interested in pooling resources for a class action type lawsuit please contact me. My guess is there are a lot of people who had a faulty or defective display panel or T-CON board and were stonewalled by Samsung.

Best of Luck,
John

SAMSUNG EXPERIENCE PROJECT:
Go to a big box retail store TV section and talk to people looking to purchase a TV that day about your Samsung experience. Be honest, don't embellish, but definitely tell them about your product problems, how Samsung treated you and the cost/loss you suffered.