I purchased the Samsung Odyssey OLED G9 49” monitor (Model: LS49DG910SNXZA) directly from Samsung, and it has only been 17 days since I started using it. Yesterday I noticed that the rear jog/power button had come apart into two pieces.
The button sits behind the monitor, and since the monitor powers on automatically when my computer wakes, it’s not something I interact with often. I only noticed the issue yesterday when I checked behind the monitor. The damage looks like it may have occurred during shipping and wasn’t immediately visible because of its location.
After noticing the issue, I immediately contacted Samsung technical support and warranty support. I was told that this type of power button damage is considered physical damage and, therefore, not covered under warranty. I was also informed that the monitor cannot be replaced or returned because I am slightly past the return window.
What made the experience even more frustrating was the support process itself. I spent over 2 hours on the phone, being transferred between different departments, with each team redirecting me to another. Unfortunately, there was no accountability and no resolution provided, which made the entire experience quite disappointing.
So essentially I am left with a 17-day-old monitor with a broken control button and no solution.
When spending this much money on a premium monitor, especially purchasing directly from Samsung, customers reasonably expect both product durability and a better support experience.
Situations like this naturally make customers question the hardware quality and the reputation Samsung has built over the years. Overall, this has been a very disappointing experience.
Hello everyone,
I purchased the Samsung 34" Odyssey G55T WQHD monitor approximately 6 months ago, expecting the quality and reliability associated with Samsung’s products. Unfortunately, I have been extremely disappointed by a serious issue with the JOG button.
From the beginning, the JOG button did not feel right. It would stick and become difficult to navigate, making it frustrating to use for basic functions such as changing inputs, adjusting settings, and navigating the monitor menu. Over time, the problem continued to worsen, and the button has now broken/crumbled and is no longer functioning properly.
I contacted Samsung expecting this to be covered under the warranty, especially since the issue started well before the button physically failed. However, I was informed that Samsung would not cover the repair, with the issue apparently being treated as physical damage rather than a defect.
I find this extremely difficult to understand. The button was sticking and malfunctioning from the beginning, and its eventual failure is consistent with the same issue that was present from the start. I have used the monitor normally and have not subjected it to any misuse, impact, or accidental damage.
A monitor that is only 6 months old should not have a basic control mechanism fail in this manner. If a component starts sticking from the beginning and subsequently breaks during normal use, it is reasonable to question whether there is a defect in the component or its design, rather than simply classifying it as physical damage or normal wear and tear.
I am therefore requesting that Samsung reconsider the warranty claim and provide a repair or replacement as a goodwill resolution, given the age of the monitor and the fact that the underlying issue existed from the beginning.
I have always expected Samsung products to offer good build quality and reliability, which is why this experience has been particularly disappointing. I hope Samsung will take another look at this case and help resolve the issue fairly.
Sincerely,
A disappointed Samsung customer
Hello,
I’ve had my S27FG810SN for under about 6 months and it has had limited use throughout that time. It costed me over a thousand dollars so I expected the best of the best with great support too; however, when I tried to power my monitor on after getting home today, the power button was split in half. I had been prepared and kept all my purchase and warranty information handy and well recorded. So I immediately called the support line and was then directed to the text support channel where I spent over 2 hours going through canned responses, asking for managers, and explaining how it was broken without external force or interaction. All I received back was that the warranty does not cover “External Physical Damage.”
After a long debate about if it is a manufacturing flaw, design flaw, workmanship flaw, and trying to just get a refund or replacement. I finally submitted to a repair. But of course this is an “Out of Warranty Repair” which again will cost even more money. After begging for hours for support to help me fix my issue without charging me more money, I am stuck where I am now. With a monitor I cannot turn on, and a thousand dollars down the drain.
I really want to like the product and I tried for hours to come to a solution where I don’t have to pay more money to have a working product. The warranty was for one year and I am well below that time, but due to some technical classification in the warranty I am helpless.
I’m horrifically disappointed with the outcome of this and will definitely remember to never buy another Samsung product. I’ll also make sure to recommend against Samsung to anyone I hear or see considering to buy a Samsung product.
