Emil has had a Samsung 3D TV for a few years, but didn’t try out the 3D functionality until recently. When he did, he learned that the set didn’t have the full, glorious, 1080-pixel 3D experience that Samsung had advertised when he bought it. He’s not the only one who has noticed this problem: lots of other TV fans have. So has the German legal system.

He writes:

I’m having a bit of a problem with my Samsung TV, and was wondering if you could help out with the situation, since Samsung (and AmEx, through which I have an extended warranty) refuse to.

Basically, I bought a Samsung UN46D6400 LED 3D TV in 2011. A few months ago, I tried out the 3D feature, and it looked a little blurry. After some reading on the web, sure enough, it turns out: The TV I bought was advertised as having a full HD 1080p 3D, but it can actually only display non-HD 540p 3D. Even if the input source is pure 1920x1080p, the maximal resolution the TV can output is 1920x540p when viewing 3D material.

This forum confirms the problem, and even features a few people who had their sets replaced by Samsung. This forum has 39 pages of complaints about the issue, while this one (in German) has 95 (95!) pages’ worth of complaints. Here’s another one.

Also, here’s an independent test by a reviewer that proves the D6 line of TVs does not and cannot display in 1080p 3D, though the box advertises otherwise. (Skip down to the section labeled “3D Material.”)

And here’s Samsung admitting their mistake. In Germany, they lost a class-action lawsuit and had to replace people’s faulty products. In the U.S.? No such luck.

I’ve spoken with Samsung U.S.A., and they refuse to admit there’s even a problem. Since I have an extended warranty with American Express, I had a technician from a local authorized Samsung repair shop come out and look at the problem on AmEx’s dime. He saw there was a problem and took photos, but didn’t know how to fix it, so he went back to talk to Samsung — and they reiterated that they didn’t think there was a problem in the first place. Hence, AmEx refuses to replace the set because they can’t get a written estimate from Samsung saying there’s anything wrong.

At this point, I don’t know what else to do other than give up — or ask the Consumerist. Any advice? I’ve even talked to Samsung’s Executive Customer Relations, who were no help.

Bottom line is, I was a fan of Samsung (have a Samsung phone, TV, etc), and want to continue using Samsung products, so all I’m looking for is for them to extend a little common courtesy, acknowledge their mistake, and try to rectify it. I bought the TV expecting 1080p, and they advertised it as such, so I’d like a TV that can actually do that.

The best thing we can do, other than climbing into a time machine and moving to Germany before buying the TV,

In a situation like this, it helps to be clear when talking with the company. Ask yourself: what do you want? Is it enough for the company to admit that their promotional materials were wrong? Do you want a partial refund? A full refund? A replacement TV that’s actually capable of high-definition 3D? Spell it out.

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