TV broke down - Samsung refusing to assist

beeg0d

Fosterdog wrote: »

If the crack seems to be emitting from a single point then something has put pressure on it or caused an impact. Screens don't just crack on their own if the crack radiates from the edges then it could be caused by a fault in the frame or with a hidden screw being done too tight but anywhere in the centre of the screen and that is impossible.

Not quote true there can be instances where screens crack without external pressure, prime example would bee thermal shock, the glass on LED screens are extreamly thin If there is a processor directly behind crack its possiable that while the TV was on standby (note standby not off) so the pannel itself was cold, the processor overheated (maby overnigh firmwere update) causing a hotspot on cold glass leading to the glass cracking.

There are of cause none inherent causes of thermal shock, such as powersurge or even sunlight beaming onto 1 spot of the glass (though as the op said it happened at night that one can proberlly ruled out).

Just to bee clear im NOT saying the cause of the ops problem is thermal shock im just giving a plausable theory as to how a LED screen CAN crack without userdamage.

Fosterdog

beeg0d wrote: »

Not quote true there can be instances where screens crack without external pressure, prime example would bee thermal shock, the glass on LED screens are extreamly thin If there is a processor directly behind crack its possiable that while the TV was on standby (note standby not off) so the pannel itself was cold, the processor overheated (maby overnigh firmwere update) causing a hotspot on cold glass leading to the glass cracking.

There are of cause none inherent causes of thermal shock, such as powersurge or even sunlight beaming onto 1 spot of the glass (though as the op said it happened at night that one can proberlly ruled out).

Just to bee clear im NOT saying the cause of the ops problem is thermal shock im just giving a plausable theory as to how a LED screen CAN crack without userdamage.

A thermal crack looks different to a pressure/impact crack though, it is very difficult to see the source of the crack when heat is involved and the screen has almost glass shard type markings, very difficult to describe. The fact OP said they could see the cracks radiating out from a single point would suggest impact or pressure rather than heat.

beeg0d

indeed your right thermal cracks are usually easy to identify (usually a single straightish line) and im sure a competant independant inspector could confirm or rule out such a thing. As i did say in my "disclaimer" at the bottom i wasnt saying that was the cause more giving examples of how cracks could accure without external pressure.

yozzer2006

Interesting to read this thread because the same thing has happened to me recently. My Samsung TV is 21 months old and is a 65” 4K curved. Was watching it on Saturday evening, all fine. Switched off, went to bed. Got up Sunday morning, switched on and there is a huge crack on the left hand side of the screen. No-one has been near the TV bar myself and it is wall hung.

John Lewis sent an engineer out today and he said it was physical damage. I explained that other than someone breaking in during the night and hitting it, no-one had been near the TV.

I could tell he didn’t believe me and it was making me angry. He said I’m not covered under the John Lewis warranty so I’m left with a £2500 lemon. I feel physically sick.

I’ve looked on quite a few forums and it’s scary how many people are reporting exactly the same circumstances as myself. Is there any chance at all this could be a manufacturing fault because I can guarantee it wasn’t caused by physical damage.

Fosterdog

yozzer2006 wrote: »

Interesting to read this thread because the same thing has happened to me recently. My Samsung TV is 21 months old and is a 65” 4K curved. Was watching it on Saturday evening, all fine. Switched off, went to bed. Got up Sunday morning, switched on and there is a huge crack on the left hand side of the screen. No-one has been near the TV bar myself and it is wall hung.

John Lewis sent an engineer out today and he said it was physical damage. I explained that other than someone breaking in during the night and hitting it, no-one had been near the TV.

I could tell he didn’t believe me and it was making me angry. He said I’m not covered under the John Lewis warranty so I’m left with a £2500 lemon. I feel physically sick.

I’ve looked on quite a few forums and it’s scary how many people are reporting exactly the same circumstances as myself. Is there any chance at all this could be a manufacturing fault because I can guarantee it wasn’t caused by physical damage.

As with the description in my previous replies it would depend where the crack radiates from. If the centre of the “spider web” part of the crack is at the edge/almost under the frame it could be down to overnight screws (although highly unlikely to have lasted unmoved for this long to just suddenly go overnight). If the Centre of the “spider web” crack is anywhere else on the screen then the only physical possibility is impact.

The only other thing is if it was a thermal crack but they look different and has already been ruled out by the manufacturer.

Al_Ross

Mahone1302 wrote: »

Back in December I bought a brand new Samsung LED TV from Currys. The TV worked perfectly fine until a couple of weeks ago. I went to bed one evening after having watched the TV, which was working fine. I switched the TV off with the remove control. I got up the following morning and went out to work. When I returned home from work I sat down and switched the TV on with the remove, only to find that it appeared to be cracked. I could only see a picture the right 1/3rd of the screen, the rest was a mess of lines and colours. It looks like a crack whereby the crack lines are all running outwards from a central point. On closer inspection however there is absolutely no damage to the unit nor the screen itself. I am confident that this is not physical damage as I know that I did not do it, and as I live on my own and nobody else had access, nobody else could have done it either.

I googled the issue and it seems to be quite a common problem with Samsung LED's, it also seems to be quite a common problem that Samsung refuse to even investigate it. Cue several attempts to contact Samsung over Facebook, email, live chat, and telephone, and I've got nowhere. Samsung refuse to even consider that it may be a manufacturer fault (despite being a common issue) and refuse to consider an engineer looking at the TV. On speaking to them over the phone they state that they are certain it is physical damage, yet when I challenge how they can possibly say it without physically looking at the unit (which let's be honest, is impossible), they back down and say that it's an assumption. Unfortunately despite this being an assumption they flat out refuse to investigate further, merely stating that it's not covered by the warranty and they can not assist.

I have rang Currys who have been far more helpful and are well aware of this issue with Samsung TV's. Unfortunately they say that even if I go through them, Samsung will refuse to accept the TV in for an examination. I have been advise to pop in to the store and see if the store themselves can assist. I will indeed be doing this, as well as taking the unit with me. If I have no luck I will be standing in the Samsung concession and ensuring that any potential Samsung customers are aware of this issue and how Samsung treat customers with this issue. I will make an absolutely nuisance of myself.

However it has just occurred to me that I bought this television on a Visa credit card. Am I covered here by Section 75?

Can you post a picure of your tv screen please?

Fosterdog

Al_Ross wrote: »

Can you post a picure of your tv screen please?

They probably can’t considering the post is from over a year ago.

z1a

I've had a Panasonic plasma crack, in a spider web pattern, near centre of screen whilst we were actually watching it. Definitely no impact, just a spontaneous crack.

LABMAN

Fosterdog wrote: »

As with the description in my previous replies it would depend where the crack radiates from. If the centre of the “spider web” part of the crack is at the edge/almost under the frame it could be down to overnight screws (although highly unlikely to have lasted unmoved for this long to just suddenly go overnight). If the Centre of the “spider web” crack is anywhere else on the screen then the only physical possibility is impact.

The only other thing is if it was a thermal crack but they look different and has already been ruled out by the manufacturer.

Excuse me! LOL

stuartJo1989

yozzer2006 wrote: »

Interesting to read this thread because the same thing has happened to me recently. My Samsung TV is 21 months old and is a 65” 4K curved. Was watching it on Saturday evening, all fine. Switched off, went to bed. Got up Sunday morning, switched on and there is a huge crack on the left hand side of the screen. No-one has been near the TV bar myself and it is wall hung.

John Lewis sent an engineer out today and he said it was physical damage. I explained that other than someone breaking in during the night and hitting it, no-one had been near the TV.

I could tell he didn’t believe me and it was making me angry. He said I’m not covered under the John Lewis warranty so I’m left with a £2500 lemon. I feel physically sick.

I’ve looked on quite a few forums and it’s scary how many people are reporting exactly the same circumstances as myself. Is there any chance at all this could be a manufacturing fault because I can guarantee it wasn’t caused by physical damage.

You should ideally make a new thread on the forum and not drag up a post from over a year ago.

The reason is that people will automatically go straight to the start of the thread to get an idea of what is going on.