I started seeing the white dots on my HLT5076SX/XAA (bought 2 years ago from a reputable electronics store) last night. I called Samsung Support (1-800-SAMSUNG) right away and asked about this problem.
The support representative put me on hold while she traced my model and serial number and came back with this information:
"Your TV is out of warranty and this issue has not been reported for your model. I will go ahead and set an appointment to have your TV serviced, but it will be at your expense."
Ticket # 4112255546
I was a bit upset that I had spent so much on a TV, just to have it start failing after 2 years of service. So, I started looking at support forums and review sites (and finally CNET) and noticed that what I am experiencing is a 'known issue' with my DLP.
This really left a bad taste for Samsung's customer support.
So, this morning I called the 'Executive Support' line and got the same resolution.
"I am sorry to hear about your issue, and I understand your frustration. But you will have to pay for the service."
When I asked to speak to a manager that might be able to help me, she responded that this is the management support line and my call basically can't be escalated.
So, then I decided to try the online support on Samsung's website.
After a lengthy conversation with Stanford and his consultation with his supervisor Sam J., they said the exact same thing.
"There are no reported issues with this particular model."
Online Support Issue ID: LTK5640119120X
How can this be? There are a ton of reported issues in many forums with this model of DLP and the issue is exactly the same as mine...
I have been a loyal Samsung customer for many years and currently own their LCD TV and PC monitor products, CD/DVD/Blueray devices and of course this DLP.
I chose Samsung because of the quality of product that they seem to produce. I haven't really had a chance to use their customer support services until now, and I am just amazed at the lack of willingness to confirm and repair a known issue with their product.
If anyone from Samsung is listening, please let me know if you can help.
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