Experience Dealing with Samsung on a Faulty TV Delivered a Week Ago

Lthefatpanda on 16/12/2021 - 17:34

Hello,

Wondering if anyone has had any recent experience dealing with Samsung and their current line up of TVs?

I bought a QN85A 75" which was delivered a week ago and has already developed a fault - basically one of the dimming zones has gone haywire and flashes rapidly.

I've contacted Samsung support and they have organised for a technician to come out and troubleshoot and possibly repair if possible. Their Repair Notice that has to be agreed to for the technician to perform work consents to the use of refurbished parts for repair or replacement.

Feels pretty crappy to have spent a $3k TV to then possibly get a refurbished unit - basically feels like buying a refurbished unit to begin with.

Reading between the lines, yes, I would prefer they give me a new one given how recently I purchased it.

Just thinking ahead and wanting to get advice (if any) on getting the best outcome - it may all work out and they may give me a new replacement unit post the tech visit.

Anyway, thoughts welcome.

Electrical & Electronics 75inch Samsung TV UHD TV

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Comments

  • chuneeperformance on 16/12/2021 - 17:41

    Samsung optionally y have the best support for TVs… They will either replace the TV for like to like, newer model or refund

  • Muzeeb on 16/12/2021 - 17:42
    +5

    Shit happens - even to expensive luxury items

    Wait for Samsung to attempt to resolve it.

    If the outcome is poor - feel free to whine
    If the outcome is great - fantastic

    • SF3 on 16/12/2021 - 18:18

      If the outcome is average - post a poll for OzB to tell you how to feel.

      • thefatpanda on 16/12/2021 - 18:22
        -2

        Nah just looking for general thoughts - is what it is :)

  • Drakesy on 16/12/2021 - 18:08

    It's a bit rough, but at least they're going to fix it.
    likely it'll be a new panel/backlight or new tv
    Very rare for refurbished screens to be around.

  • meowsers on 16/12/2021 - 19:03
    +2

    I've got a contact for you.

    Don't even bother with customer service ideally.

    Either A) deal with the merchant under the major defects clause and return the TV (if it was samsung deal with them), and advise this is a major defect and you want a refund or replacement.

    Or B) if you must deal with customer service deal with Samsungs VoC (voice of customer). This department is the Australian based higher level customer care / support that deals with samsung complaints etc.

    Contact details:

    Voice Of Customer (VOC) – Consumer Electronics

    Service Division

    Samsung Electronics Australia

    Operation Hours: Monday – Friday 9AM – 6PM AEST, Saturday 9AM – 4PM AEST
    3 Murray Rose Avenue, Sydney Olympic Park, NSW 2127 Australia
    Email: [email protected]

    • thefatpanda on 16/12/2021 - 19:23

      Thanks @meowsers! Will definitely give VOC a go - I did buy direct from Samsung.

    • thefatpanda on 17/12/2021 - 18:49

      Any idea how long they take to respond @meowsers?

      • meowsers on 17/12/2021 - 18:59

        Within a day or two. If you still don't have luck get in touch and I'll give you some more individual contacts there.

        • thefatpanda on 17/12/2021 - 19:37

          Ok thanks. I will wait to hear from them.

          • meowsers on 21/12/2021 - 09:04

            @thefatpanda: Did they end up getting back to you?

            • thefatpanda on 21/12/2021 - 11:24

              @meowsers: No they haven't.

              I called up Samsung and they originally wanted to wait for parts (no ETA) until I said I wanted a new replacement. They seemed happy to oblige but they did say that the process would take up to 30 business days, which was a bit of a shock, given when I ordered it was about 1 week from order to delivery.

              Par for the course or no?

            • thefatpanda on 24/12/2021 - 16:41

              @meowsers: VOC have contacted me after Samsung support acknowledged that I wanted a replacement.

              VOC are basically giving only giving me a refund option:

              "1. Refund: We can offer you a full refund of the purchase price of your unit excluding
              product care / extended warranty. We will issue you the relevant forms, once the completed forms are returned the courier will be notified to collect your unit along with accessories if any. Please be advised, once the faulty unit is returned to our warehouse in Sydney, the funds will be released between 7-10 business days. Please note the total turnaround time is 21-30 business days from when we receive your completed forms."

              I emailed them back asking whether I could get a replacement - no response after 24hrs. Pretty poor service in all honesty.

              • meowsers on 24/12/2021 - 17:30

                @thefatpanda: Why not just order a new one and send it back. Or buy a different brand and return that one.

    • Capo93 on 26/12/2021 - 23:23
      +1

      TVs are brown goods so correct email would be [email protected]

  • AndyC1 on 16/12/2021 - 20:17

    Go back to who you bought it from and say it's faulty and want it replaced as it's a major fault as you cannot want the TV for more than X minutes before having issues. For a mjor defect, which IMHO it is as it should not fail within a week and as such you get get it replaced with a new one or get a refund and it's your choice.

  • 87percent on 17/12/2021 - 10:11
    +1

    good luck with Samsung. A friend has been waiting 9 weeks to get their issue sorted

  • thefatpanda on 21/12/2021 - 09:30

    Update so far - technician came and confirmed it is a panel issue. They also said in passing that there wasn't any stock of replacement panels so they are escalating back to Samsung. Waiting on Samsung now.

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