Samsung, when your TV's stop working within a year of purchase I think it would be good customer service that your techs remove the heavy TV from the wall mount in order to fix it. Especially when they are large TV's and professionally hung in the first place. I would be surprised it less that 80% of TVs that are 77" are hung by their owners. So when your techs come out, they should be trained to remove them to access the damage. This is very disappointing.
Hello! Thank you for reaching out! I apologize for the inconvenience this may have caused, but unfortunately, they would not be able to take the TVs down. As stated by @realaud, there are liability issues and the risk of damaging the TV further, as well as the risk of injury to the technicians. Please feel to reach out to any of the moderators if you have any other questions!
The technicians that come to repair your TVs in home are not Samsung personnel. They are private companies contracted with Samsung to be trained on their equipment and certified to do warranty repairs. Samsung has no control on whether they do or don't take down the TV. Some places may require you to already have it off the wall so they can access it. There is liability involved, should their workers get injured removing the TV, or drop it and do further damage. Most times you get one technician and they are not going to remove a heavy TV by themselves - they do not have super strength. It's like when you get carpets replaced, no carpet installer is going to move your heavy furniture, you are expected to have the space cleared.
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Hello! Thank you for reaching out! I apologize for the inconvenience this may have caused, but unfortunately, they would not be able to take the TVs down. As stated by @realaud, there are liability issues and the risk of damaging the TV further, as well as the risk of injury to the technicians. Please feel to reach out to any of the moderators if you have any other questions!
