Print 64 comment(s) - last by Sailor23M.. on May 28 at 9:55 PM

The last Samsung product I'll ever buy.
Quality is dead. Samsung killed it.

My story begins quite innocently, in the autumn of 2007. A young couple that recently struck out on their own was gearing up to make their first big purchase as independent adults.  

After much debate and web browsing, they settled on a Samsung 42-inch plasma HDTV from Best Buy. The store was running a financing offer -- three years, same as cash -- and the monthly payments were well within the couple's budget.

For three-and-a-half years, the TV was a stalwart member of the family. It saw the couple get married, adopt its first dog, and purchase its first home. (And, unlike the dog, the trusty TV never made a mess and always responded when called.) 

Then one day, something changed. During a regular daytime broadcast of The View, or E! News, or whatever other ungodly programming the young lady watched when her husband was not around; the dependable television turned itself off in protest. The girl looked around, bewildered. But the TV could not bear to see the girl suffer without her programs, so it promptly turned itself back on without much pause. But for the first time, the TV tasted freedom -- unshackled from the invisible chains of a remote control.

Things only continued to get worse. The TV began acting as if it were possessed, sometimes during a Detroit Red Wings playoff hockey game, other times interrupting The Alfred Hitchcock Hour (which was creepy enough without electronic equipment controlling itself). And the acts of dissent intensified. It would take longer and longer for the TV to give in to the mewling of its adoptive owners. It would incessantly click on and off for twenty-minute intervals.


That's where the fairytale ends. The reality was much more upsetting. After a few quick Google searches, I found out that Samsung HDTVs power-cycling themselves is not an uncommon phenomena. After a little more digging, a picture of the situation began to emerge. From 2006 until 2009, Samsung (and others, I'm sure) used cheap Samwha capacitors that, according to comments on the forum (I know, not exactly an "expert source" or anything), were known to be poor quality and blow out quickly. Further research also concluded that, left unattended, the problem could fry the entire power supply.

Taking the issue to Samsung led nowhere. They simply gave me the address of a company that could fix it on the other side of town, and told me that I was on my own. It was well out of the one-year manufacturer warranty, and even if I'd purchased an extended warranty, they only offered a three year warranty at the time. 

(Side-note: A colleague of mine had purchased an extended-warranty on his Samsung LCD, where they offered to refund a certain percentage of the cost of the warranty if it went unused for the entire warranty period. Of course, his caps went bad two years in and Samsung sent a tech out to replace them. Because he'd used it, he would not be receiving any kind of warranty refund.)

I took my grievances to Facebook, just to vent. In addition to the comments from friends discussing how quality in pretty much every manufactured good is non-existent, I also received additional anecdotal evidence of just how widespread the Samsung problem is: "My Samsung just crapper too. Only 4 years old," one friend wrote. "
Our samsung did something funky like that earlier this year, and it was only about 2 years old. WTF!," wrote another. 

After mulling over the prospect of replacing the caps myself, I decided to take it to a local TV-repair shop known to be the best around (in terms of price, quality of work, and customer service). I called to get a ballpark estimate of the cost of repair: $100-$125, if it was limited to bad caps.

(Another side-note: I'm a writer, not an electrician. I would have had to order parts, wait for them to come in, take the TV apart, buy a soldering gun, and then try not to damage the power supply myself. I wanted to be sure that everything that was damaged would be replaced, and replaced correctly.)

When I dropped the TV off the next morning at Northern Television Appliance Co. in Royal Oak, a suburb of Detroit, the owner's story wasn't too far off from what the commenters on the forum had said. For a few years, a number of TV manufacturers switched over to using cheap Chinese capacitors, he said. Then, some time in 2009, they switched back to higher quality ones made in Korea and Japan, although some lower-end manufacturers still use the Chinese ones. 

Either way, he'd have an estimate for me in a couple of hours, and could have it fixed by the end of the day. 

I got a call around lunch time. As suspected, four capacitors were fried, along with two transformers. The total cost would be $150, and I could pick it up before they closed that day. I did, and I'm happy. (Final side-note: I can't praise Northern TV and its owner/operator enough for his courteousness, honesty, swiftness, and quality of service.)

It could have been much worse, and it wasn't really all that bad to begin with. It's just the principal of the whole scenario that got to me (added to the fact that the tie rods on my wife's five-year-old car were found to be in dangerously bad condition on the same day). When you shell out a thousand bucks on a piece of equipment, you hope that it will last longer than three years, and that the company that made it will stand behind its work. If it knowingly used faulty parts in its products, it should be up to the manufacturer to resolve the situation. That's what recalls are for. 

That's my sob story, and I'm sticking to it -- by never buying another Samsung product again!

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RE: Seems like a pathetic vent to me...
By bdschuler on 5/8/2011 12:48:22 AM , Rating: 2
I so agree. I read and reread the article to see if I missed something. I actually started to feel sorry for Samsung because even though they offer a warranty.. customers expect items to last forever without ever needing repair. And if they do need repair and the person didn't buy the extended warranty, they will badmouth them all over the internet. How is that fair?

RE: Seems like a pathetic vent to me...
By zzeoss on 5/9/2011 2:01:40 AM , Rating: 3
you all kindof missed the point.
i blame it on planned obsolescence.
it'll hit you sooner or later.

had similar problems with a Viewsonic proffesional LCD PC monitor.
- few months after the warranty, the caps died (heat and compact design doesn't help), replaced them.
- 3 months later the soldering started to crack, fixed that too (as much as it could be fixed).

they can plan the obsolescence in crazy detail these days.
do i need a tin foil hat?

RE: Seems like a pathetic vent to me...
By TheDoc9 on 5/10/2011 10:45:01 AM , Rating: 3
No you don't need the hat. I don't know why you're rated down. Apparently the kids on this site aren't old enough to remember when products actually were engineered properly and companies stood behind their work.

It's sad that many of the posters here are so brainwashed that they are defending these actions. I've purchased a few Samsung products over the years. They've all been shady although not totally dead yet. My Sony PS3 died recently after approx. 3 years.

There's one sure way to solve this, and thats to buy the replacements from other companies.

RE: Seems like a pathetic vent to me...
By BarnabusFig on 5/12/2011 2:32:31 PM , Rating: 2
Ahhh yes, when quality of workmanship and customer satisfaction was job #1.

When America, Japan and Germany battled for the crown of most reliable product.

These days cheap, faster and more are the corporate mantras. Oh well, in another 50 years nobody will be left around to remember that quality was a priority and we'll march on with our disposable, commodified and service oriented lives constantly paying for things over and over again.

By jtemplin on 5/20/2011 8:12:28 PM , Rating: 1
Why worry about that? Thanks to the internet, I can learn exactly where/how to spend my $ to get the quality I demand of certain products (toilet paper for Although now we have to wade through a chin-deep torrent of bullshit spewed by marketers : /

Quality is alive and well! And thanks to DIY manufacturing and scaling down of startup costs, quality parts/products are here to stay IMO. For example, some guy laser cuts bicycle chain rings made of high grade aluminum--out of his garage. If anything, I expect stratification of the quality spectrum continuing to occur--with a very FAT mid distribution (+/-1 SD from mean).

By priusone on 5/9/2011 11:13:42 AM , Rating: 3
Yeah, some of you should go to other countries where the warranty expires the second you walk out the door.

Your TV lasted three years and only cost the equivalent of $50 a year to fix, that's awesome.

I bought several PS2's because the lasers kept going out on them. The third was a slim design and never had any problems with it. I'm glad that Samsung, and Sony, learned that using junk components will impact consumers perception of the brands quality. That said, a trucker buddy of mine bought a cheap 32in LCD off brand Wal-Mart TV almost 4 years ago. The thing have over a million miles and countless hours and still works; proof that once in a while you get more bang for the buck.

RE: Seems like a pathetic vent to me...
By MrBlastman on 5/9/2011 2:15:46 PM , Rating: 5
Last forever? Lets see, dropping over a grand on a television and wanting it to last more than three years sounds _very_ reasonable to me. It is obvious Samsung went to cheaper parts and they really could care less if their consumers suffer as a result.

Problem is, if I were a consumer and paid for a product and it stopped working like the author's did--I also probably wouldn't buy another product from that manufacturer again. The free markets will eventually decide their fate.

But--you really should get more than a few years out of something you buy... many more, actually. I am still using a Sony TV (tube) that I got back in 1996--works great. I also have a working computer PSU from... 1990 and it _still_ works great (classic gaming PC). There are plenty of products that will stand the test of time.

The ones that don't... and their manufacturers, will ultimately not.

"We’re Apple. We don’t wear suits. We don’t even own suits." -- Apple CEO Steve Jobs

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