Samsung Plasma TV Interferes with Other Home Theater Devices
NORTH PORT, FLORIDA -- Good morning -
I'm attaching a narrative that will provide the background on my situation. After nearly a year of trying to resolve the problem I've had with my new (and in my world, expensive) Samsung TV interfering with the remote control of every other device I've used with it, I've had to do all of the work and research myself to come up with a workable solution.
The problem is plasma interference, however the arrogance of your ECR department has come through loud and clearly when the last contact I had (TR #5104016096) was a voicemail - with no callback # or opportunity to respond - stated that the conclusion they had arrived at was that the TV was fine, was functioning correctly, and that their intention was - AMAZINGLY - to do nothing. At all. You have a TV that reduces any device you surround it with not to function with remote controls, and have the complete lack of care for your customer to take a "fix the problem yourself" position.
I've discovered. purchased, and installed myself (at a cost of nearly $130.00) a Xantech DL85K DinkyLink IR Receiver Kit which is "plasma friendly". In other words, Samsung knows this problem exists, doesn't provide a disclaimer for their customers of "hey, even though you're using this under normal circumstances, as a result of using our TV you can't control the rest of your equipment", and gave me a runaround for nearly a year, I was left to my own devices to find a solution.
Shame on you. As a company and on every one of the 20 different representatives I've spoken with for not taking responsibility at any level.
I will never purchase any Samsung product again, at any level, and will make it my mission to share with everyone in my life what incredibly poor customer service I've had from Samsung, their total denial that the TV I bought from you in good faith was the cause, and that if they expect any satisfaction with a Samsung product, they'd just as well plan to take care of it themselves, just as I'd had to do. Not to mention the hours and hours of my time on the phone with customer support, with ECR, with meeting 2 different technicians at the house, and the stress and hassle this has caused in not being able to do something as simple as watch TV. On YOUR TV.
In my experience, Samsung Customer Service means "no service". If the business I work for treated their customers as you have treated me, we would - deservedly - be out of business.
Shame on you.
On September 7, 2011, I purchased a Samsung PN59D550 from Best Buy (inv #1539 085 2505) in Port Charlotte, Florida. I also purchased a $299.00 4-year protection plan so we could be absolutely sure there would never be a service or performance issue with the TV.
Immediately I had a problem with poor performance of ANY device in the system that used IR for control. I started out with a Panasonic Blu-Ray player, a Yamaha AV Receiver, and a DirecTV DVR – all of which struggled when anywhere near the TV to receive their own IR signals. Think about it this way… in a contemporary AV system, the user is constantly interacting with, most particularly, the DVR – loading programming guides, setting up recordings, watching recorded programs. The energy from the plasma screen “floods” / interferes with ANYTHING else in the vicinity, rendering the remotes from any other device almost worthless. I’ve had a tech from Best Buy and one representing Samsung who have both made service calls to our home to confirm this.
Since the first call, I’ve spend another nearly $1200.00 on a replacement AV Receiver, a different Blu-Ray player, tried 2 different TiVos, and changed to Comcast so we could try one of their DVRs. I’ve installed an infrared repeating system, changed to a universal remote, and they all operate exactly the same way, so we’ve proven conclusively that the problem is with the TV. We’ve even taken a video of the repair person trying to make it work in my home, with the different remotes and with the universal, and you can clearly see on the videos (which were submitted to Samsung) that he’s also unsuccessful in operating the other equipment with the remote – HOWEVER when we cover the screen with a blanket you can control everything normally.
After the last service call, which was initiated by ECR (after 16 separate calls to Samsung in a plea for help) the tech / owner of the company spoke with ECR which I was on the phone, and everyone was in agreement that whether through a flawed design or a badly made product, I simply can’t watch TV like any normal person. We’re not doing anything exotic – we’re simply trying to enjoy the television experience we paid nearly $2000.00 to have. Elisha, the last CSR in ECR we spoke with, believed on Friday that the tech who came out (Russ from Quality TV in North Port FL) would be able to file a 7000 on this TV since we were all believing that there was no way to make this TV work in this – or in any normal – application, even though the TV more or less works. They believed since we’ve had an unresolved issue for nearly a year now, that Samsung would finally issue us a credit through Best Buy, allowing us to return the TV and move on to an alternate unit.
When I spoke with the Samsung local technician today, however, he announced that the Samsung folks he tried to file the 7000 with turned him down flat and somehow believe this is our problem to solve. In the meantime, I'm approaching a year of trying to resolve this. Apparently Samsung is taking no responsibility that I can’t watch television with their television because it won’t let anything around it work.
During several of the several calls, I’ve asked for a manager/supervisor from ECR to return my call and let me explain – once again – what we’re experiencing, to no avail.
Bearing in mind I spent the extra money to purchase a 4-year protection plan, can you please tell me how can I move ahead from here and get our problem taken care of?