Samsung is replacing my frame dropping S27A850D with the edge-to-edge glass S27B970D which is annoying since it is supremely reflective and I already have a glossy CrossOver 2720MDP which is almost as good in terms of image quality but is more responsive in terms of ghosting and input lag.
It was either take the 970D or a S27A650D which is a 350$ 1080p A-MVA panel. Also not a fan of the way glass screens make blacks look grayish, just like the way plasma's do. 1st world problems.
My 850D started dropping frames a few months ago, so, I called Samsung back in March and sent it in. Every 9 seconds or so frames would be dropped, so during motion everything would appear to stutter/lurch forward.
PixerPixAn is a free motion testing software which many reviewers (including me) use to test displays. The race car goes across the screen at a fixed speed, when frames are dropped it appears to lurch forward.
The first time I sent it in a tech from their repair center called me to ask what the issue was even though I already explained it to the customer service rep on the phone...and they are supposed to take notes. I told the tech was the issue was and to download PixerPixAn to test the display. A few days later the tech called to confirm that the 3 other 850D's he tested dropped frames and the non-850D's he tested did not. A week later my original monitor showed up with a nearly illegible note stating that the monitor worked properly
I called again, sent it in again, and again the same tech called me to find out what the issue was. After re-confirmation the tech admitted he knew what the issue was the first time I sent it in and told me to send in the stand and power supply since they ask customers to only send in the panel by itself the first.
I did not want to spend 20$ to ship the stand and power supply. so, I called Samsung to get a shipping label. Even though I sent in my purchase receipt twice already they asked me to email it to them. After checking my receipt again they would email me a shipping label. A week later I called again to ask what was going on and the customer service rep sent me a shipping label. At this point it's been around 5 weeks...and nothing has been accomplished
After another week of waiting for Samsung to receive the stand+power supply I called again to find out about getting a replacement they offered me earlier. I can't remember the exact name, but let's called them executive customer service reps. The regular customer service rep put me in touch with an executive customer service rep who told me it would take around two weeks and they would send me an unspecified replacement. After two weeks went by I called again and was told it would take another two weeks
Four weeks go by with zero contact, so, I called again last week Monday. After getting apologized to many times an executive rep told me they would call me back in a few days.
After two days I was sent a cryptic email offering a Samsung S27B970D as a replacement. I replied and declined the offer since the 970D uses glass and my 850D was matte. I asked if I could get the Samsung S27B971D since as a replacement it is matte.
The next day (last Friday) I called Samsung again and the rep said they would call me back. I received an email this morning in which I was offered the S27A650D= a 1080p, 350$ monitor. I responded and declined since it is a 1080p, 350$ monitor and said I would accept the 970D. They replied with this:
Originally Posted by Samsung Employee
The model being offered is LS27A650DEZ/ZC
Originally Posted by Me
What happened to the 970D? The 650D is a 1920x1080 resolution model worth half as much as the monitor it is supposed to be replacing, so, I do not want it.
Originally Posted by Samsung Employee
Option 1: LS27B970DS/ZC
Option 2: LS27A650DEZ/ZC
Please advise as soon as possible.
I replied an hour ago to accept the 970D, but I will call back tomorrow and ask about the matte S27B971D.
To Summarize: It has been more than 2.5 months and Samsung still has not replaced my S27A850D and will not replace it with a display I actually want.Edited by MenacingTuba - 5/21/13 at 11:24pm