Has anyone encountered issue with Samsung TV servicing? My experience for the past 2 months has been horrendous.
Bought a 65in QLED 3 years ago (Mar’20). Everything was fine until 25 Dec’22 (clearly remember the day as that’s how my Christmas was ruined) when TV started having issues (screen tearing, severe ghosting and white-ish screen).
Contacted the helpline, prompt response and technician came down 3 days later to inspect my TV and informed me that my panel requires replacement, but unfortunately there’s no available stock and will have to wait for at least 1 week. After 2 weeks without any updates, I contacted the helpline again and were told that they will escalate to the relevant technical dept, after which I will be given a callback. This repeated for 1 month, with me constantly calling in and contacting via the live chat on a weekly basis with promise of callback, just to get nothing.
After a month and escalation to the ‘higher management’, they finally arranged for the panel replacement on 8 Feb’23. And guess what, exactly 1 week after the replacement, the exact same issue happened again. Contacted the helpline again and was told to provide photos of the issue.
After calling/live-chatting every other day for update, the only response I got was ‘pending update from relevant team’, without any plans to arrange for technician to inspect this time round, though they are ‘looking into things’. After 2 whole weeks, they finally called me and requested for photos of the picture test. 2 bloody weeks. And till now, my TV is still faulty and the only reply I get from both channels (helpline and live-chat) is that it’s still pending update from higher management after escalation, with no solution in sight.
Does this even make sense? At this point if they don’t have a proper solution, shouldn’t they offer a replacement unit?