This page was last modified 2007-06-07 21:06:57 by Puchu.Net user Choco. (Show history)

TV Limited

My service request had me talking to several fine folks at TV Unlimited (in Sunnyvale, CA), and Mike the technician. I don't know if you can imagine this, but the most bizarre information came from Mike.

It all started out with some defects I observed on my TV. Now, I had access to a HDMI signal generator to easily identify these issues:

• Pincushion distortion, which was fairly minor, but had gotten worse after service, more later.
• Smudges on the screen, which is easy to see if the colors behind the spots are uniform, because you can see distinct discoloration.

The distortion I had expected, but the smudges just drive me nuts. Especially for a Samsung HLT5687S, priced at several thousand dollors no matter where you buy. You'd expect some quality control and almost perfect picture.

Submitting a repair ticket was easy, and a technician called me up to find out what the problem is. He immediately concluded that the screens needs to be replaced, they'll come and pick up the TV. Although it bothered me a little that he arrived at the conclusion so quickly, this was still within my expectations, so I agreed. Then I asked him how long it may take.

If it takes him up to 3 days to remove a few screws and replace the lenticular and fresnel screens, then I can't imagine what happens if he doesn't already have years of experience fixing TV's. And gasp! 600 broken Samsung TV's in a month? 600 others who share the same unfortunate fate of having to talk to this dude?

After the TV returned, the pincushion distortion is much more pronounced. Probably because the screens are different, the DMD module needs to be calibrated. Or maybe the TV went through some really rough rides, and the parts are not aligned. Or the geometry of the chasis changed, you'd be surprised how flexible the TV is. Samsung's policy stats that repair happens only if there is more than 1/4 inches of bow for something that's supposed to be straight.

My measurements show that the distortions are right at the limit of specification. I decided to call TV Unlimited to see if there is an easy way to calibrate. After a few redirects, I was told to speak to Mike. As it turned out, Mike was the technician that I talked to a week ago.

So I described to Mike that straight lines are a little curved.

Every TV has a service menu. The digital ones especially. It's not a good idea to mess with the parameters, since you don't have the service manual. But the fact that distortions beyond 1/4 inches can be re-calibrated tells me that Mike is just being unprofessional. Having talked to him twice, it's not hard to see that all he wants to do is get rid of customers as quickly as he can, and in the process he manages to degrade Samsung HLT5687S as a product.

Epilogue

When there are no distinct straight edges (i.e. not viewing 4:3 or letter-boxed contents, and no straight lines in the screen), then the distortion is more tolerable; but you can still see it. Samsung's HLT5687S really is not a bad TV, unlike what Mike claims. It's really too bad, because everyone else associated with this repair, from the easy report process, to the other fine folks at TV Unlimited were great.

In conclusion? Avoid Mike. Just return the TV if there is anything wrong with it. Or don't buy a Samsung if you are in the Bay area. If fewer people buy, Mike won't have to fix 600 TV's a month. Then he should have time to reflect on how to become a better person. We should all help him.