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57" Odyssey Neo G9 - Failed in under 30 days - Power Issue & Warranty Concerns

(Topic created: 11-01-2023 12:24 PM)
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dhekimian
Constellation
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Monitors and Memory

After 29 days of using my Samsung 57" Odyssey Neo G9 (Model LS57CG952NNXZA - MFG June 2023), the monitor unexpectedly shut down and hasn't powered up since. While power continues to reach the USB devices connected to the monitor, neither the On-Screen Display (OSD) nor the unit's indicator lights respond. I've tested multiple cable configurations , including Power Cords, DisplayPort, and HDMI, without success. The same cables power up my Dell 4k monitor just fine.

Since this happened 1 day before the close of the 30-day return window, I initiated the return process with Amazon. Due to stock limitations, they redirected me to Samsung Support, but took note of my case should a return become necessary later.

Interacting with Samsung Support was inefficient, marked by repetitive questions and long pauses. I resorted to using the Samsung Visual Support app to visually confirm the monitor's failure to power on.  Currently, I await contact from a third-party service center for diagnostic evaluation. Reviews on Reddit and Amazon indicate this is a common problem and that part replacements could take several weeks, extending the period of inconvenience.

Adding to the frustration, attempts to reach the designated third-party service center, United Service Source at 321-676-7236, have been futile. After each automated message prompts me to hold for an agent, the call disconnects.

Given the monitor's premium pricing, Samsung's one-year warranty seems inadequately brief. Offering an extended warranty or Advanced Exchange options would be more in line with industry standards and likely elevate customer satisfaction.

The delay in diagnosis and repair is a significant drawback, especially for users who depend on this technology for their daily work. While I had the foresight to keep backup monitors, this is not a sustainable long-term solution.

Samsung could boost consumer confidence by offering a more robust warranty. The existing one-year limit may deter prospective buyers seeking reliability for their significant investment. I hope this feedback contributes to improvements in both product quality and customer service.

Now, I'm faced with a decision: should I perceive the failure within the initial 30-day return window as fortuitous, opting to return the monitor and invest in a product from a manufacturer that fully backs their offerings? Or should I risk ongoing issues with this high-cost monitor? A more comprehensive warranty from Samsung would instill greater confidence and likely sway this decision. I hope this feedback serves as a catalyst for improvements in both product reliability and customer service quality.

1 Solution


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Solution
Samsung_Moderator
Community Manager
Community Manager
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Monitors and Memory

Hello! Thank you for reaching out! I see how this can be concerning with your monitor having no power, I would recommend trying the steps below

 

  1. Check for a power switch.

    Some older monitors have a Power switch on the back, similar to the Power switch on the back of a desktop computer. This must be switched on before the Power button on the front will work.

    Many monitors have a multi-use button, called a jog controller, that powers the monitor as well as accesses its menu. It's a button that can be clicked in or pushed against to navigate and select within the menu. When the monitor is off, clicking the button will turn the monitor on.

  2. Test the outlet.

    Unplug the power cord for the monitor, and then plug something else in the same outlet (like a lamp) and make sure it's still working.

  3. Plug the power cord back in.

    Remove the power cord from the back of the monitor, and then plug it back into both the outlet you tested and the monitor itself.

    It's pretty rare for power cords to go bad, but if you happen to have a spare one handy, you can try using a different power cord as well. Or, you can try purchasing a new one.

     

If these do not help then service will be required. Depending on your warrant you will have a couple of options. 

 

- If your unit was recently purchased, you can check with your retailer on their return/exchange processes.
- If you have an extended warranty you can reach out to them to have service set up. 
- If you're within the one year warranty, you can Private message me or one of our moderators or you can call in directly at 1-800- 726-7864 with your full model and serial number to have service setup
- If you're OUT of warranty, you can use this link below to find a service center in your area. 

https://www.samsung.com/us/support/service/locations/

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6 Replies
dhekimian
Constellation
Options
Monitors and Memory

For anyone else going through this headache, be aware that the phone number for United Service Source that Samsung's website is showing is out of date. I only found the right number—(321) 328-1035—because I checked my spam folder. Their email said they'll ship parts to a tech who'll then call me within 24 hours to set up an appointment.

When I called this new number to see what's happening with my case, they told me the ticket Samsung Support created was messed up. Now, I have to call Samsung Business Support to get a new ticket. Good thing I followed up; it's been a day and no one reached out to tell me the ticket was wrong. If I hadn't been on top of this, I'd be even more frustrated down the line.

Here's a kicker: I saw that Amazon has my monitor back in stock, set for delivery by next week. That's way faster than waiting for someone to come fix this one. I talked to Amazon, and they're having UPS pick up the broken one and send me a new one. Plus, since today is November 1st, it falls under the Holiday Return Policy, so I've got until January 31 to see if the new one's reliable.

Here's hoping Samsung sorted out the manufacturing issues—my first one was made in June 2023—or releases a firmware update before this next window closes.

 

IRStaten
Comet
Options
Monitors and Memory
Sounds wild, I would just tell them to take it back.
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shakum
Astronaut
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Monitors and Memory

My 57 Neo G9 started doing the same today. Unfortunately my return window expired last week. Will need to to contact Samsung. This problem is so widespread, Samsung should do a full recall. Very frustrating

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userkQAFG79KdJ
Asteroid
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Monitors and Memory

Today I turned off my 57” monitor and it won’t turn back on. No backlight, no power light status. Black screen. I created a service ticket and waiting. 

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David193
Constellation
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Monitors and Memory

Any update with the repair, my monitor went to sleep and does not turn on anymore.

Tried various things but it is simply dead. It is sad that Samsung charge premium pricing for these monitors but they wont even last 30 days.

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Solution
Samsung_Moderator
Community Manager
Community Manager
Options
Monitors and Memory

Hello! Thank you for reaching out! I see how this can be concerning with your monitor having no power, I would recommend trying the steps below

 

  1. Check for a power switch.

    Some older monitors have a Power switch on the back, similar to the Power switch on the back of a desktop computer. This must be switched on before the Power button on the front will work.

    Many monitors have a multi-use button, called a jog controller, that powers the monitor as well as accesses its menu. It's a button that can be clicked in or pushed against to navigate and select within the menu. When the monitor is off, clicking the button will turn the monitor on.

  2. Test the outlet.

    Unplug the power cord for the monitor, and then plug something else in the same outlet (like a lamp) and make sure it's still working.

  3. Plug the power cord back in.

    Remove the power cord from the back of the monitor, and then plug it back into both the outlet you tested and the monitor itself.

    It's pretty rare for power cords to go bad, but if you happen to have a spare one handy, you can try using a different power cord as well. Or, you can try purchasing a new one.

     

If these do not help then service will be required. Depending on your warrant you will have a couple of options. 

 

- If your unit was recently purchased, you can check with your retailer on their return/exchange processes.
- If you have an extended warranty you can reach out to them to have service set up. 
- If you're within the one year warranty, you can Private message me or one of our moderators or you can call in directly at 1-800- 726-7864 with your full model and serial number to have service setup
- If you're OUT of warranty, you can use this link below to find a service center in your area. 

https://www.samsung.com/us/support/service/locations/