Please bear with me as I develop the thread... I am trying to chronicle the issue, but I didn't think that tracking every call was needed until recently... If you feel that any details are lacking, please give me a bump. If you have ideas for me when I talk to Samsung, please PM me.
This is the DLP TV for which I have issues:
http://product.samsung.com/cgi-bin/nabc...il.jsp?eUser=&prod_id=HLR5667WAX%2fXAA
HL-R5667W
56" Widscreen HDTV with Digital Cable ReadyTuner
See below for details?
Again, although I am still working with both Samsung and Wolf I would like your opinion on me and my proposed resolution. At this point I feel that the only appropriate course of action is to rush ship me a new TV from a local distributor and haul the old one away. If Samsung still wishes to pursue the repair of the TV they would be able to do so at their own leisure, without impacting me.
Basically, my HDTV started to shut itself off around 08/08/05. I called Samsung and they said a repair facility would be in contact with me Monday to arrange in-home service.
After an initial field visit the tech determined that they needed to take the TV into the shop so that they could reproduce the error. Although I did not want to give up my TV I agreed and they returned it about 1.5 weeks later. A few boards (one digital and one analog) were replaced in the unit.
After watching the TV for approximately an hour I began to notice that the colors were ?off? and called Wolf and Samsung. They scheduled another appointment for the next week. When the tech arrived he looked at the TV and agreed that the picture was terrible but did not know what to do to fix the issue.
Per Samsung?s suggestion, the next week another tech came out to attempt to recover some picture settings from the ?optical block? to program into the TV. This was another unsuccessful attempt to repair the new problem after the initial fix was attempted.
Between the time that the TV was returned and the second tech came to pull numbers from the ?optical block?, the original problem began to re-appear. I called both Samsung and Wolf service center to tell them that the original problem was back and that the fix attempted did not solve the problem.
The next visit by Wolf brought with it a new ?Optical Block? (which contained all the settings needed to fix the second issue caused by the attempted repair of the first issue). The new part and settings resolved the issue with the colors, but the original problem of the TV turning itself off remained.
I am completely unsatisfied with the service that Samsung and Wolf have provided me. Due to the failed repair attempt, I began to ask for a new unit when the TV was returned and the colors were ?wrong? (again, this due to the attempted fix of the original issue). Samsung has repeatedly told me that they have a ?policy? not to exchange a unit when there is a possibility of repairing the unit. Wolf seems unwilling (through the course of their actions) to admit ?defeat? and appears to be perfectly satisfied to continue ?throwing parts? and the issue until a miracle happens and they happen to find the problem.
One thing of note here is that Wolf is obtaining all of the possible solutions from Samsung, and are not really ?diagnosing? the issue. To me this means that the repair cycle could continue indefinitely, with no possible issue resolution for me!
In the mean time the originally problem has progressed to the point that my $3000 TV is useless. I am no longer able to watch TV for more than a few minutes before the TV decides to turn itself off. It has now been almost 2 months since my initial complaint about the TV. That is almost a sixth of the manufacturer?s warranty period.
Not only am I frustrated with the repeated and failed repair attempts, but I am also frustrated with Wolf?s repair schedule which only allows for Monday and Wednesday ?routes? to the Beaverton area.
This is the DLP TV for which I have issues:
http://product.samsung.com/cgi-bin/nabc...il.jsp?eUser=&prod_id=HLR5667WAX%2fXAA
HL-R5667W
56" Widscreen HDTV with Digital Cable ReadyTuner
See below for details?
Again, although I am still working with both Samsung and Wolf I would like your opinion on me and my proposed resolution. At this point I feel that the only appropriate course of action is to rush ship me a new TV from a local distributor and haul the old one away. If Samsung still wishes to pursue the repair of the TV they would be able to do so at their own leisure, without impacting me.
Basically, my HDTV started to shut itself off around 08/08/05. I called Samsung and they said a repair facility would be in contact with me Monday to arrange in-home service.
After an initial field visit the tech determined that they needed to take the TV into the shop so that they could reproduce the error. Although I did not want to give up my TV I agreed and they returned it about 1.5 weeks later. A few boards (one digital and one analog) were replaced in the unit.
After watching the TV for approximately an hour I began to notice that the colors were ?off? and called Wolf and Samsung. They scheduled another appointment for the next week. When the tech arrived he looked at the TV and agreed that the picture was terrible but did not know what to do to fix the issue.
Per Samsung?s suggestion, the next week another tech came out to attempt to recover some picture settings from the ?optical block? to program into the TV. This was another unsuccessful attempt to repair the new problem after the initial fix was attempted.
Between the time that the TV was returned and the second tech came to pull numbers from the ?optical block?, the original problem began to re-appear. I called both Samsung and Wolf service center to tell them that the original problem was back and that the fix attempted did not solve the problem.
The next visit by Wolf brought with it a new ?Optical Block? (which contained all the settings needed to fix the second issue caused by the attempted repair of the first issue). The new part and settings resolved the issue with the colors, but the original problem of the TV turning itself off remained.
I am completely unsatisfied with the service that Samsung and Wolf have provided me. Due to the failed repair attempt, I began to ask for a new unit when the TV was returned and the colors were ?wrong? (again, this due to the attempted fix of the original issue). Samsung has repeatedly told me that they have a ?policy? not to exchange a unit when there is a possibility of repairing the unit. Wolf seems unwilling (through the course of their actions) to admit ?defeat? and appears to be perfectly satisfied to continue ?throwing parts? and the issue until a miracle happens and they happen to find the problem.
One thing of note here is that Wolf is obtaining all of the possible solutions from Samsung, and are not really ?diagnosing? the issue. To me this means that the repair cycle could continue indefinitely, with no possible issue resolution for me!
In the mean time the originally problem has progressed to the point that my $3000 TV is useless. I am no longer able to watch TV for more than a few minutes before the TV decides to turn itself off. It has now been almost 2 months since my initial complaint about the TV. That is almost a sixth of the manufacturer?s warranty period.
Not only am I frustrated with the repeated and failed repair attempts, but I am also frustrated with Wolf?s repair schedule which only allows for Monday and Wednesday ?routes? to the Beaverton area.
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