Why I will never ever buy a Samsung product

[prosenet]

I have a two year old 85 inch Samsung TV. This is the second time it has broken. The first service call was a nightmare. The second service request has gone unfulfilled. The following is a series of customer complaints field with the CEO office. Three weeks with an expensive broken TV and nothing has been resolved. See below. I will never buy a Samsung product ever, ever again.

As of today, October 7,  I’ve been told that there is no service center that can service the TV. Your product support specialist contacted Samsung Care and apparently they refused to provide service (which I would think requires some kind of conversation between Samsung and the vendor that is supposedly supporting its products). The rep tried to provide someone outside of the service area and apparently there is no one available. So here I am stuck with a $5,000 TV that after two years is evidently now just junk. I appreciate that you offered to pay for the repair parts and labor given all the hassle and runarounds I’ve experienced. My question now is that given that your Samsung Care vendor won’t provide service because it lacks the technicians, the courtesy, the experience, the business sense, and all of the above, how can you resolve this issue. I would hope the answer is something more than, gee, you’re out of luck because even though we have this web page touting our exceptional customer service, Samsung really can’t provide it.  

The relevant case numbers in which my experience is documented:

4178******

4178******

This is a follow up to my original complaint. I appreciate the fact that Samsung offered to pay for all repairs to the television considering all the hassles I’ve experienced due to the lack of support. Unfortunately, that lack of support continues.

It is now two weeks since a $5,000 Samsung TV has once again failed and is essentially a piece of junk hanging on my wall. Samsung Care has taken no action on the repair request. I talked to a Samsung rep last Thursday who told me I was entitled to a replacement or a refund. He gave me a number to call to expedite this, but there was no there able to connect me to someone who had the authority to process this. I called Samsung again on Monday, and this time I was told that someone in product support was looking to see if there was some other vendor in my area that could service the tv and, if not, I was entitled to a replacement of refund.  He said I could expect a response within 48 hours. More than 48 hours later, I called Samsung again, the representative tried to connect me to the appropriate department and was unable to because of a tropical storm. Okay, I understand natural disasters can disrupt things. However, I don’t understand why it is taking so long to resolve this after repeated phone conversations about this issue. Either you can find someone to promptly service the tv or you can’t. Evidently you can’t. And if you can’t, then I think I am owed the restitution your representatives have told me, and which, I might add, I have never asked for, but I think I am owed after this frustrating experience.

I purchased a Samsung QN85QN800BFXZA television in October 2022. Last May, the TV developed a number of red lines in the screen. Samsung, to your credit, offered to supply parts free of charge even though the TV was out of warranty. A TV that cost some $5,000 shouldn’t fail so soon, so I appreciate that. I agreed to pay the service and labor charges for Samsung Care to proceed with repairs. 

So far, so good. What’s happened since is why I will never buy a Samsung product ever again. Ever.

Samsung Care is misnamed. It should be Samsung Doesn’t Care. 

A technician came and did a diagnostic that cost me $150. I’m not complaining about that. Or even the $400 to repair a $5,000 television that didn’t last more than a year and a half. I am complaining about:

• Three scheduled service calls when they never showed up. And never apologized for not showing up.
• Incompetence. This is an 83” TV hung on a wall. They expected me to somehow take it off the wall because they don’t do that. Why wouldn’t a service vendor have the manpower and experience to do that? Isn’t that part of their job? I insisted that they should and eventually after much discussion and aggravation (see note above about not showing up) they sent two people. This was difficult because apparently they don’t have sufficient staffing to cover as far out as where I live. You should be aware that your vendor doesn’t have the resources to properly service your customers.
• The first two struggled to complete the repair and had difficulty putting it back up the wall. In fact, the damaged the One Connect Cable in the process of trying to hang it. So I had to wait more than a week for them to order it, and then dispatch two service people again to properly hang it. They too complained that they don’t ordinarily do this. But they did it, and they seemed more competent than the first crew.

What they did was replace the entire guts of the television. For specific details on the parts, see Repair order 4170******. 

The repair was performed in May 2024. Yesterday, September 18, 2025, the TV power cycles continuously on and off. It would seem to me that if they replaced the entire guts of the TV, it shouldn’t have this issue some five months later. In fact, a $5,000 television shouldn’t have this problem within two years of relatively light usage.

Now I’m being told that, well, the power issue is maybe not related, we don’t know until a technician evaluates it. Which is going to cost me more money. And the need to deal with the unprofessionalism and incompetence of Samsung Care. And that they don’t like to take 83” televisions off the wall to repair and re-install it.

Instead I may just try to find a television manufacturer that is more reliable and is more concerned about the quality of its products and its support services.

[Joegalardi]

I completely understand your sentiment. I think some companies do not understand that the product they sell is not just the hardware, but largely the service they provide supporting the hardware over the life of its ownership. Samsung has clearly dropped the ball in this situation regarding your TV. I think companies forget that every consumer experience contributes to the reputation of the brand. It looks like you have done your best to try and address the situation with them and they have not been cooperative up until this point.

I will say one thing regarding the responsiveness of companies to consumer complaints; specifically they tend to take them much more seriously if they are in written form. Putting complaints or requests for recourse in written form will always make a company take your complaint more seriously, as you started a record of your communications with them.

[Hush85]

Over 13 years with a 55in and over 4 years with a 75in, among other Samsumg products, and none of them have ever broken. If you don't take care of your things, don't expect any brand to survive your carelessness.

[prosenet]

Thanks for that helpful response. Undoubtedly you were able to remotely diagnose the issues with my television and were able to determine that the fault was my negligence and not product failure because, after all, you've owned a couple of Samsung products that are still working, no doubt due to your ability to take proper care of them.

[PrivacyandSecurity]

Something to consider when going that big. What if there is a problem. How will it be handled?

[prosenet]

Yes, that seems to be the issue, at least in terms of servicing. Samsung Care doesn't have the resources apparently to send out two technicians at a time to remove and rehang the TV. I suppose their Samsung Care site should make that clear and at point of purchase.

[PrivacyandSecurity]

That would be helpful.

[lizgotthis]

I'm very lucky. I happened to like samsung. Never had a problem.