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synaptech
Jul 17th, 2012, 11:06 PM
So it seems my 42" plasma is developing a dark pattern on light backgrounds in motion. Concierge warranty has forwarded me to Samsung, but there seems to be very little about how the warranty service works. Will they replace it, repair it, credit me the purchase price, or...?

Anyone use their Concierge Warranty?
ppl4golf
Jul 18th, 2012, 12:51 AM
You'll be the first to post first hand experience and possibly rack up THANKS.

Hope it's a good one.
gnuman
Jul 18th, 2012, 01:19 PM
Concierge Warranty starts after the 1 yr mfg warranty. Have you tried the whitewash feature in the Samsung menu options to see if it would resolve the issue? Burn-in (not saying it is) is not covered under Concierge nor Samsung.

If you're in the second year, they will create a case where they will forward it to the nearest authorized service provider in your area to have someone dispatched to go inhome if its 40" or larger. I don't know who it is in Hamilton but if you were in the GTA it would've been AAB-Tech.

If you are wondering how I know this well... :P
synaptech
Jul 18th, 2012, 04:18 PM
Concierge Warranty starts after the 1 yr mfg warranty. Have you tried the whitewash feature in the Samsung menu options to see if it would resolve the issue? Burn-in (not saying it is) is not covered under Concierge nor Samsung.

If you're in the second year, they will create a case where they will forward it to the nearest authorized service provider in your area to have someone dispatched to go inhome if its 40" or larger. I don't know who it is in Hamilton but if you were in the GTA it would've been AAB-Tech.

If you are wondering how I know this well... :P

TV is 42" and 1 yr and 9 mo old. I am guessing burn in would be visible on all screens? This is only on whitish backgrounds when the screen is in motion. Example, Cogeco advertisement or Cars 2 when introducing Alinol and Sir Axlerod... yes I've seen this movie too many times. Conceirge has forwarded me to Samsung and I have sent them photos. Samsung rep did not suggest a "whitewash" feature - only the self diagnosis, which it passes because the test image is not moving.

Since it seems few have been through it, I will report my experiences back.
gnuman
Jul 18th, 2012, 10:05 PM
Can you post a pic of it? From what you say it doesn't seem like burn-in but what happens with side-lit LED TVs is a clouding effect which is due to brightness being on too high.

If you have a picture of clouds you will see see these dark shadows which was common with certain models of Sony Bravia TVs due to Sony putting brightness on an abnormally high setting which caused these issues. They did this to make their colours seem much richer than their competitors. But from what I recall those were LCDs and not Plasmas.

My sis has a Sharp Quattron which is side-lit LED TV and she has the issue of clouding. It's an effect of the backlighting and it was worse in the larger sized Quattrons.
synaptech
Jul 18th, 2012, 11:37 PM
This is the screen image

http://img827.imageshack.us/img827/9493/carsdvdsource.jpg
ah802
Jul 19th, 2012, 10:52 AM
Looks like a issue that should be looked after by the manufacturer, doubt this is repairable. I would expect a TV replacement, and if you don't get it... go back to Costco.
Wonivek
Jul 19th, 2012, 01:24 PM
This is the screen image

http://img827.imageshack.us/img827/9493/carsdvdsource.jpg

I had this same problem occur on my 27" iMac. It was pulling in "dust" and other particulate in the air and contaminating the screen.
gnuman
Jul 19th, 2012, 03:01 PM
It's a slight possibility it could be dust but I think Plasmas are completely sealed vs LCD which has a space where dust could get in. I don't think that it is burning but did you try the whitewash feature?

I'm also wondering if it is also due to the factory default settings for brightness was too high. Do the clouds move or is it static like that all the time?
synaptech
Jul 27th, 2012, 11:21 AM
ok just a quick update... so far have made 5 calls to Concierge Service, they forwarded me to Samsung, Samsung took me through a testing procedure, issues a claim number, had me submit all photos, videos, receipt and then nothing. I emailed them a week later and I am told to call Samsung direct. Spoke to rep who tells me TV is out of warranty so nothing to be done... wtf? So back to square one. Something tells me this will not be a typical Costco experience...
synaptech
Jul 27th, 2012, 11:49 AM
three more phone calls and Costco CS are telling me just to return it... sounds good to me.
gnuman
Jul 27th, 2012, 03:44 PM
Probably got escalated internally so they contacted head office to get you the approval.
ppl4golf
Jul 27th, 2012, 06:52 PM
three more phone calls and Costco CS are telling me just to return it... sounds good to me.

Best possible outcome you can hope for...now shop for a larger new TV LOL
ah802
Jul 27th, 2012, 07:05 PM
And not only do you get a full refund with tax, but a new one will be better and cheaper... Costco forever!
wilsonlam97
Jul 27th, 2012, 07:55 PM
IPS > Plasma.

The white wash thing may work. I've seen too many plasmas die or have some kind of defect. Not so much with LCD technology
synaptech
Jul 27th, 2012, 10:39 PM
To my eyes plasma beats LCD/LED for television/movies. I do agree that for a computer monitor that I find IPS better.

Wanted to get the next up Samsung plasma, but the Olympics seems to have drained those models from local brick & mortar. I went with the 50" LG plasma for $539 - initial impressions are very good.