Samsung DLP TV has on-going problem

When you buy a DLP TV you know you will probably, eventually, have to replace the bulb in it-- and they're not cheap. But as this case shows, it's always best to try and buy a replacement bulb with a manufacturer's warranty.

"I was told the bulb would go but it would be like 8000 hours."

Rita Snell says that's about how long the original bulb in her Samsung DLP TV lasted-- almost 4 years. It was when she ordered the second bulb that her problems began.

"In the packing memo with this bulb came the warranty that says if this bulb doesn't last 90 days, you'll get a complete refund."

Rita says the second bulb did last past 90 days but not much more-- the same with the third! At $199 a pop, this bulb business was getting out of hand! A 4th bulb burned out too, but this time it was inside 90 days which meant Samsung's manufacturer's warranty applied. Rita called them.

"I really wasn't getting anywhere, day after day I tried, in the meantime, the other bulb came, we put it in, that was the 5th bulb, everything's fine, that's still in there."

But what about the refund on bulb #4? Rita says Samsung agreed to it but there was one delay after another. Finally, she got Call 12 for Action involved.

"You are able to get through where the average person really cannot get through."

Our volunteers had a conversation with the right people at Samsung.

"She said we'll be sending you a check within 6 weeks, but it came within 3 weeks."

Rita was persistent and kept good records of who she spoke to and when and that helped resolve this case and put that refund money into her hands.

"Even though $199 doesn't sound like a lot, I'll be prepared for the next bulb, whenever it's due."

If a DLP TV is on your holiday gift list, remember, the bulbs sometimes burn out faster than you expect. Consumer Reports past surveys have shown DLP and rear-projection TVs are more repair prone than plasma and LCD TVs. Most of the repair complaints are related to burned out bulbs that wear out too quickly. So, make sure if you need to buy a replacement bulb, it comes with some sort of manufacturer's warranty.

Samsung says it is sorry for delay in getting the refund check to Rita, but the company did take care of this problem when we brought the matter to its attention and we thank them for that.

Dave Cherry