11-22-2016 06:41 PM
This will be the final up-date to my story.
After several calls to the Samsung Help Line (which I now can't seem to find or I would post it here, call a Best Buy. They will have the number) and finally asking for "Executive Customer Service", I was waiting to hear back from the local company that Samsung had contacted on my behalf. Samsung finally agreed to a one-time, out-of-warranty service call and repair. No costs to me, except the time off from work to meet the tech at my home, twice. I strongly suggest that you give the service tech who will visit you all the details of your TVs problems. The tech came, looked, listened and determined a new screen was needed, and not something else he was planning on. Hence the 2nd service call to bring the replacement screen. Very, very important they understand all the symptoms before arriving. And did I say how important this was if you didn't want to see your service tech again?
Lake Electronics in Pompano, Fl (the service repair rep for Samsung in Southeast Florida) seems overwhelmed with Samsung service calls. But after a rocky start with them, and some very good advice on how to handle Samsung (Executive Customer Service are the magic words here), they did call and their service tech for the Central Florida region came to my home and made the needed screen replacement. So far after a couple of hours of use, it is working as expected.
I want to thank Samsung for stepping up and taking care of this issue for me. I do hope that Samsung completely investigates this flaw and takes the necessary steps to protect your customers, whatever the cost. Doing what is right will always get understanding, respect and forgiveness, at least with the America public. We respect a company that does what is right, no matter the cost.
And thumbs up for Lakes Electronics. Business is booming but I wouldn't want to have to deal with all the customers with defective products that they must dealing with. Best of luck and keep up the good job, it is appreciated. I hope this info helps others with the same issue. Just be polite, patient and persistent.
And for the Samsung site monitor, you can now mark this thread as solved. Thank you.
12-03-2016 06:36 AM
My 6900 smart series tv started getting horizontal lines on the screen and the picture was freezing in the background at times. On the left hand side of the screen a black blob started to form along the frame. The screen at this area was very hot to the touch. I turned the tv off for a few hours. Immediately after turning the tv on the screen was again hot and the lines were still on the screen.
Is there a fix for this or should I just purchase a new tv? This tv is about 6/7 yrs old, have had no issues and have been really pleased with the performance of this tv.
12-08-2016 09:16 AM
I am having the same issues as many of the customers have described - the screen of the TV is overheating and melting the bottom right corner of the TV. I am upset because I love samsung products and the TV but this gave me an unsure feeling on the safety of the products.
Please help guide me to next steps, and how to send a private message to support so I can send in the info requested.
12-10-2016 11:14 AM
You can send me a private message here with the information: https://us.community.samsung.com/t5/notes/privatenotespage/tab/compose/note-to-user-id/12
I look forward to hearing from you!
12-18-2016 11:36 AM - last edited on 12-19-2016 01:35 PM by SamsungSabrina
Hi Samsung Drew,
12-19-2016 01:36 PM
Hi Keith! Thank you for the info, I have edited your personal information as it was displayed publically. Can you please send us a private message with a brief description of the particular issue you're experiencing and pictures would be very helpful too.