Hey there userg45MhGuX4L, just reaching out since we haven't heard back from you. Do you have the previous ticket number we could look into?
What is going on with my ticket? I had this melting/burning issue with my Samsung TV and there was a case opened on 4/28 with Samsung. I provided all the pictures and documentation but since then all I heard from Samsung is that they will get back to me in 2 days .. and now after nearly 3 weeks there is no follow up from Samsung. Everytime time I asked on status, I get a run around and a generic we will contact you reply. I was told last Tuesday that I will get a reply by this Tuesday (5/15).. and still no response. I contacted Samsung again today and I was told there is still no update.
I have the exact same issue with my tv that I brought in 2015. Created a post before I saw this thread here - https://us.community.samsung.com/t5/TVs/Melting-TV-Screen-Samsung-50-quot-Class-49-5-quot-Diag-LED-1...
what can be done to fix or replace?
Samsung has confirmed my claim and resolved it but i still do not have my replacement tv. My claim was confirmed on 5/23 with a promise of my old dangerous tv pick and replacement delivered within 7-10 days. It is now 6/13 a full 20 days later and nothing. I have called the service number and followed up on my case, the customer service representative was even surprised by the lack of resolution past the 10 day mark. I was promised another phone call and followup within 24 hrs - still nothing. What is the issue Samsung?
Note: for all of those owners that have had this experience with Samsung melting tvs file a report with https://www.saferproducts.gov. They read my story and requested that i file a report, they are building a case for recall and other actions.
I sent a message to samsungjam as per instructions found in this thread last Friday and have not received a reply. So I need to call the 800 number to talk about my melting TV?
I am having a very similar problem with my Samsung LED tv as well, purchased within the last two years, now getting extremely hot and melting in spots on the frame and getting nasty black bars on the screen, forcing me to leave it unplugged. I called customer service and was told that Samsung only wants to cover the labor of the repair, solely based on the age of the unit. The issue is a manufacturing problem one way or another, and I hope to better resolve this with your customer service dept., as I have been a devoted Samsung customer for years and have regularly advocated for the quality of Samsung products and service, and this does not fit that narrative at all.