I have a 50" Samsung TV I purchased from a retailer in St. Croix, USVI in October, 2024 for $500. After less than three months of use the screen went black and will not come on. I have been through the trouble shooting with Samsung several times. I have spoken with customer service from Samsung USA and Samsung Latin America. Both have confirmed Samsung does not have an authorized service center on the island. They say, sorry for the inconvenience but we cannot help you any further. I request a refund of my purchase price, or a new replacement TV and they say their policy does not allow that. I continue to ask how Samsung is going to make this right and twice now customer service has hung up on me. Samsung is allowing their products to be sold here but refusing to provide service. Any suggestions on how I can get Samsung to honor my warranty?
You need to find out what country your TV model is for (USVI is not part of the US, it is administered by the US but not part of it).
Most likely your TV is made for the USA, you can find this out by entering the full model number of your TV into a search and then reading the warranty terms and conditions for that TV model on the Samsung website. It's quite possible that your TV is a āgray importā, brought into the islands and sold without Samsung's permission. Yes, in this case you will not be able to get warranty service.
The USVI is a territory of the USA, like Puerto Rico. The TV model # is UN50DU7200F. No one I have spoken to at Samsung has suggested it being a gray import. They simply say they do not have a service center here and since they do not I am out of luck. I'm pretty sure Samsung is aware they are selling their products here. But the fact they will not try to reimburse me in some way is a pretty bad way to do business. Not honoring their warranty shows a lack of honor by Samsung.
