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Samsung / 60 & internal cracked screen

Jul 16, 2015
0% 1
I contacted samsung on 6/30 regarding my television that I purchased on 2/9/15. The volume was going up&down and it was turning on&off on its own and there were lines & dots on one side of the screen.After trying to fix it remotely I was told they would send a tech out to fix it. I was contacted a few days later by a samsung service center they requested that I send them pictures of the screen I did so as requested. A few days later I got a voice message stating that they reviewed my pictures/video that this was an internal crack and they would like my authorization to do the work and to order the part they needed a new panel. I called and confirmed that they could do the work it was also confirmed again that this was an internal cracked panel and was covered under warranty it would be no cost to me at all. They called me again several days later to let me know the part came in and to set up a service time. I also received a follow up call from samsung at which time I had discussed with the rep that there was an internal crack and that a part was ordered. Once the tech arrived at my home with the part he started taking pictures and told me that he would not repair the screen because it was cracked even though they had already determined it was an internal crack. A few days later I was contacted by the repair company I was told that samsung ruled this physical damage and would not cover the repair. He stated if I wanted to pay the part alone would be $1600 which is more than I paid for the television. I have contacted samsung several times and each time I am told a different story as to why they will not cover the repair I ask to speak to someone that can help me get this resolved and I am told someone will get back to me and no one ever does. I called earlier today 7/16/15 and spoke with an escalated customer relations representative named Jim he stated that they decided this was physical damage & they never said they ordered a part for the tv or that it would be repaired & they sent the technician out only to take pics of the television I explained that I have several voice mail messages from them stating otherwise and he began to back track. Now they are just making things up so they don't have to do the repair. I am getting nowhere with customer service they just transfer you around from one rep to another I have emailed the office of the president and have not received a reply. We are now at 3 weeks and the screen gets worse everyday. I have contacted the Federal Trade Commission and the Department of State division of consumer protection as well as the bbb hopefully they can help get it resolved next step small claims court in the mean time I will post on every forum I can find until this is resolved hopefully this will help someone else in a similar situation or keep someone from purchasing one of these televisions Do yourself a favor and do not buy Samsung they are very dishonest and will do everything possible to keep from repairing their defective products

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Samsung Electronics Logo Samsung Electronics
Customer Care Service
129, Samsung-ro, Yeongtong-gu, Suwon-si
England, Surrey
Korea (South)
+82 222 550 114
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