Samsung TV

Then a day later I received an email from Samsung notifying me that my warranty claim was denied because they said the issue was caused by physical damage. This was a surprise. My TV has been hanging on the wall the whole time. There is no sign of any physical damage on the outside of the TV. This TV had a defect and they were calling it physical damage.

I called Samsung back multiple times and customer service was very poor. The agents were unable to answer any questions about why the warranty was rejected or offer any type of dispute or protest process. The last agent I talked to said they would get in touch with the 3rd party company that looked at my TV to get more detail and get back to me. I've yet to hear from Samsung. I will never buy a Samsung product again. They don't stand by their product quality and their customer service is horrendous.

The repairman came April 5 and changed the main board for the first time and the tv finally powered on but still had the weird zapping/squeaking sound and the repairman told me contact Samsung tomorrow if the problem still persists and he put into his notes for another technician to come and fix the problem. On April 6 I call Samsung for a second time and they canceled my ticket for repair and told me that they would be moving my case to another department called second repair prevention team in which they told me they're going to review my case so I could either get a replacement or a reimbursement for my tv in which they told me I would have to wait between 24-48 hour for a call back. I said okay.

I called Samsung the next day and they told me I would have to wait till the next day. I called Samsung April 8 again and the rep told me I still need to wait for them to call me back but In the meantime they were going to schedule another repair ticket in which they canceled on April 6 for another person to come and repair my tv. On April 9 as I was on the phone with my doctor I get a phone call from the repair center and I was unable to answer the phone.

After I got off the phone with the doctor I then called back the repair center 8 times and 5 out of the 8 time someone would answer the phone and hang up so I then call Samsung and explain to them what was going on and at that point they then move my ticket to another department called case management in where that rep called the repair center and also couldn’t get a hold of them in which he said, "As we can’t get a hold of them I’m going to put this ticket for review for you to get a replacement or reimburse as this issue has not been resolved within a timely manner," to which I said okay.

On April 12 I get a phone call from the repair center and I tried to explain to the rep there what was going on and what Samsung has told me but she hung up the phone call before I could fully explain the situation and she closed my ticket. I then call Samsung once again to see what was going on and I explain to the rep what was going on to which he said since there is a repair ticket they could not replace or reimburse the tv till another repair is done so I then told him told him that the lady from the service repair team would not have a appointment till next week and I’ve already waited two weeks for my tv to be repaired. He then told me make the appointment and call them back so they could accommodate me for a replacement or reimbursement as it became a time issue as well.

After we ended the call the repair center was closed. On April 13 I get a phone call from the repair center to confirm my appointment for April 19 and after I called Samsung as I was instructed to do so in which now case management told me everything that was told to me was agents Samsung policy and I would need to get my tv repaired for a second time and I would need to wait till my next appointment and my tv would be fully repaired by April 19.

On April 19 a different repairman came and for a second time changed the main board on my tv and once again the tv turned back on but was still making the same noise. He then calls his manager and informs him he change the main board and he need to change the power supply so he orders a 3rd main board so I could at least turn on my tv while I waited for my next appointment and a new power supply. His manager tell him no put the broken main board back into my tv and when the new power supply come to change both of them at the same time which leave me with no tv once again for another week.

I then call Samsung as I still don’t have a working tv and highly frustrated that they at least could have left me with a tv that powered on but also realizing that the tv already went through 2 main boards what going to be in place to protect me and my tv from this issue happening again. No one is talking about extending or giving me a limited time warranty as now my tv need to be fixed for a 3rd time and also to expedite the time for my tv to be fixed as now I’ve been waiting 4 day short of a month for my tv to be fixed with no Guarantee it would even be fix by the next appointment.

I don’t have a explanation to tell my 2 children why they can’t watch tv. I will not be getting a reimbursement for my cable bill I have to pay for this whole month I had service and couldn’t use it and Samsung doesn’t not care that I’m putting myself, my children and 23 week old high risk pregnant wife at Risk now for a 3rd time for a possible exposure to covid-19 by letting people in my house for a repair that should have done right the first time and all that could be said to me is please be patient. I’m am very displeased with this nightmare and wouldn’t very much inform people not to buy Samsung products and for people to give their hard earned money to a company who cares about their Customer relations.

Nope, they will not generate a UPS Label for it to be sent to this repair center. So, basically, there is no warranty on Samsung TV's, unless you can take time off of work and spend extra money on gas for a road trip to Repair Center. This problem seems to be that we bought a Lemon and is most likely not repairable. Then, the customer has to make the same drive back again to pick up broken TV. It's not worth the travel money and time to replace an item that never worked from day 1! I asked if there was nothing else we could do? So sorry, nope! Warranty is an absolute joke! What reputable company does not stand behind it's product? We will be replacing this TV with anything other than a Samsung!

Anyway....through some online research I managed to find the motherboard myself for 65 euros plus 15 euros for postage and replace it myself since it was so easy.... Just a few screws and you are done. I will never buy a Samsung product again especially a Tv and the main reason is not the bad service and the overcharges for repair, but the Samsung policy not allowing firmware downgrade on their Tv's. The year before buying my tv (2015) downgrade on Samsung tv models was possible. Total cost 129 euros. I saved 56... Not bad.

February 2021 I called Samsung and informed them that the panel had a horizontal line at the bottom of the screen. They gave me a telephone number of a local repair shop. I call the local shop on 2-26- 2021 and finally on 3-1-2021 I talked with them. They informed me that the replacement panel furnished by Samsung has a warranty of only 90 days. The estimated cost to replace the panel was between $700 - $1000. There is no guarantee that this panel will last 90 days. After looking on Samsung’s community website, I see that this is a major problem with Samsung TV’s. After several attempts to get Samsung to fix the issue I get no response from any of my message that I have sent to them. It appears that they have removed my posts from their site.

I have been a fan of Samsung products up until now, it appears that Samsung will not stand behind their product. It is obvious that Samsung knows this is a major problem. As of now I cannot recommend Samsung products to anyone. I will alert other consumers on sites like, Best Buy, Amazon, etc., that there is a serious problem with Samsung TV’s. I will refer them to Samsung’s community webpage to review the issue posted by other consumers.

I contact support, asking them how to delete the vendor apps. "Sorry, you can't do that". Okay, where can I get a replacement remote that's better than this one and has a source button on it? "These TVs will only work with *that* remote". Ah, so my solution is to return your product and exchange it for a competitors product. That seems like a bad solution for both of us, no? "It's a limitation of the product" No, it sounds more like it's a limitation of your company's marketing division. I build hardware for a living. Not a single product I've ever made requires a hulu app to be installed in order for it to function. Turns out some fine people have released a custom hacked firmware for samsung TVs that replaces everything. That's my next try. Samygo.tv has the details. But it's probably easier just to buy from someone else in the first place.