3 On Your Side: TV Trouble
By Jim Donovan
PHILADELPHIA (CBS) -- Have thousands, even millions, of consumers been sold defective TV sets from a major manufacturer? That's what some attorneys say. They say Samsung sold TVs with power problems and say the company isn't doing enough to help victims.
Phil Heermance bought a 40-inch Samsung LCD TV in 2009.
"About a year and a half into owning the TV," Heermance said, "it started acting up." It wouldn't turn on.
Those are the same complaints thousands of Samsung owners described on the Internet, their nearly-new Samsung TV taking 30 minutes or even longer to turn on.
"It would just not come on at all," said Heermance.
Because his manufacturer's warranty had expired, Heermance figured Samsung wouldn't help, so he paid $150 to get it fixed on his own.
"It should not die in two years," said television repairman Cliff Van Allen. He says a tiny electronic part is causing a big headache. It's called a capacitor.
"It's not because it's an inferior product. It's because the voltage is not enough to do the job," said Van Allen.
Another TV repair shop has also seen a wave of Samsung capacitor problems.
"The power boards are made with capacitors that don't hold up," said repair shop owner Rosemary.
"You know, everyone wants the latest and greatest," said Van Allen, "and they don't think, 'Will this last?'"
Class action lawsuits claim Samsung has known for year about the defect and has failed to notify customers or issue a recall.
How many TVs could be affected? An Oklahoma court document quotes Samsung's attorney telling the court, "There'll be as many as 7 and a half million of them out there."
Part of a Samsung statement sent to CBS says, "A small percentage of certain models of Samsung televisions have experienced performance issues caused by a component called a capacitor (...) Samsung has voluntarily provided free repairs for U.S. customers with affected televisions."
But some customers complain Samsung isn't repairing all TVs with this issue.
"I don't fault sellers. I fault the manufacturers," said Rosemary, "because the manufacturers have to know that they're putting crap out there."
According to Samsung, the models affected were made from 2006 to 2008. But court documents allege the capacitor problem affected many more TVs even up to model year 2010.
Statement from Samsung Electronics America:
A small percentage of certain models of Samsung televisions have experienced performance issues caused by a component called a capacitor. Since originally confirming this issue in early 2010, Samsung has voluntarily provided free repairs for U.S. customers with affected televisions. As the leading supplier of televisions in the United States, we remain committed to delivering superior technology and excellent service to our loyal customers. We encourage our customers to call 1-800-SAMSUNG if they experience any problems with Samsung products. We have recently reached a preliminary settlement, subject to court approval, for a nationwide resolution of a related class action lawsuit in the District Court of Oklahoma County in the state of Oklahoma. Under the settlement, Samsung will continue to offer the free repairs that have already been extended to affected consumers. A second class action lawsuit, filed in the U.S. District Court for the District of New Jersey in late 2010, has been administratively terminated by that court.
On February 1, 2012, preliminary approval was officially granted on the settlement of Russell, et al. v. Samsung Electronics America, Inc., in the District Court of Oklahoma County in the state of Oklahoma. A similar lawsuit, filed in U.S. District Court for the District of New Jersey in late 2010, was administratively dismissed by the court. The Oklahoma settlement reaffirms that Samsung's efforts to voluntarily repair affected products for consumers since early 2010 have been appropriate for the situation. In addition, Samsung will compensate any consumers who have already made repairs at their own expense. A nationwide announcement will be made in the coming weeks explaining the steps consumers need to take if they believe they have an affected product. For your information and reference we have attached the summary notice of that decision, which has been on the public record since the settlement was reached. As the leading supplier of televisions in the United States we remain committed to delivering superior technology and excellent service to our loyal customers. We encourage our customers to call 1-800-SAMSUNG if they experience any problems with Samsung products. The problem does not affect current models so there is no need to contact retailers. Affected consumers will receive a notice as provided for in the settlement agreement, once approved by the court. Per Samsung's standard policy, in-home repairs are offered for all sizes above 32". For 32" and smaller, products must be shipped to NJ, but Samsung will cover all costs (in both directions). Also, once the settlement is approved a process will be put into place to compensate consumers who have already paid for a repair.
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