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Astronaut

QLED TV - LED Cracked Just By Carrying

I purchased my 49" QLED TV, Model No.:  QN49Q60RAFXZA, 17 days ago, set it up, and enjoyed a beautiful picture for a number of days.  Yesterday, I carried it carefully to another room and mounted it on a swing arm.  When I turned the TV on, the LED was cracked on the left side, with both vertical and horizontal lines in the corner and across the screen.  The TV was only handled by the frame.

 

I contacted both Best Buy (where purchased) and Samsung, both responding that the crack as "customer damage" not covered by warranty and not returnable/exhangable.  I'm still waiting for Samsung's Service/Repair Group to contact me, but have already been told that cost of all repairs would be on me and that replacing the LED/LCD screen would likely cost as much as the TV itself.

 

I've owned dozens of LED/LCD TVs, monitors, and laptop computers, of varying sizes, all of which have been moved multiple times, yet none of which have ever cracked or failed in such a manner.  I followed all of the handling instructions and warnings when moving this 49" TV, yet it still cracked.  I can't believe that Samsung would produce such a fragile product, especially a premium product, and not be willing or able to replace it.  My 2008 Panasonic Plasma TV has been moved at least 20 times since purchased and still has a flawless picture and screen that rivals the 49" QLED screen from Samsung.

 

How many of you have had similar issues handling your QLED TVs resulting in cracks in the LED/LCD screen?  We are far from alone, and Samsung should stand behind their products much more solidly that what I'm experiencing now.

22 REPLIES 22
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Astronaut

Re: QLED TV - LED Cracked Just By Carrying

Yes. I've had two do this. The first was replaced by the mover, the replacement broke in the next move with no major impact. I have moved other screens of many types literally hundreds of times with the Samsung's being the only ones to break ever. Also have a washer and dryer from Samsung, washer had to be serviced due to recall and dryer has broken twice in first 4 years. Samsung consumer appliances and electronics are junk in my experience and I will never purchase again.

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Constellation

Re: QLED TV - LED Cracked Just By Carrying

I have exactly the same model. In my case , I wasn't very lucky to use it at all. When I arrived home I turn it on and the screen is cracked. the TV was light and I was very careful handling it. I'm a materials Engineer and and I know the Quantum dots materials inside it , which is something experimental. This TV in particular is discontinued for some reason , I think there is a cover up here , and we should be compensated for our loss. I have a Samsung TV from 2014 and I moved three times and didn't have any issues with it. This one from Best buy to home then cracked???

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Constellation

Re: QLED TV - LED Cracked Just By Carrying

Do you know how much I replacement screed is for the Q7f. I can't seem to find this information 

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Astronaut

Re: QLED TV - LED Cracked Just By Carrying

Is yours the 75" and does it still switch on or is it in protection mode ?

 

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Astronaut

Re: QLED TV - LED Cracked Just By Carrying

After a long love fest with Samsung televisions and nine tvs installed at three locations, I'm switching to the OLED manufacturers. Samsung's proprietary QLED screen consist of 10 layers of fragile glass panels. After carefully mounting a Q80, a subsurface crack (only discernable when powered on) rendered the screen image unviewable. Samsung calls it "physical damage" - not warranted - of which there are numerous complaints (Google it). The only fix is a replacement screen for which they charge more than 80% of the original cost of the television. One of life's expensive lessons!

SamsungScreen.jpg

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Astronaut

Re: QLED TV - LED Cracked Just By Carrying

Same here I just bought a new qled TV carefully pulled it out the box with my wife and she held it upright while I put the feet on back of the tv and mounted on the wall. I didn't push on the screen and didn't remove the plastic and protective edge cover til it was safely mounted but soon as I turned this TV on there's a few fine cracks in the top corner and now there's lines thru the TV. For the cost of these things they shouldn't be so fragile and I'll absolutely not buy another because I haven't even called yet and I know the answer I'm gonna get as far as fixing the TV. I also have 8 other led/lcd and plasma tvs and not once had any issues with the screens being so soft. The box my TV shipped in was in perfect condition and I was extremely careful not to lean the TV on anything so I'm not sure exactly how it's cracked but I couldn't tell until the TV was turned on and then it was obvious as it gets. 

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Asteroid

Re: QLED TV - LED Cracked Just By Carrying

Same issue only mine is 82" Q60!  Service looked at a pic and said customer damage! TV was fine night before.  Woke up to lines all down the right side.  Apparently stress cracks from over heating is what I have been reading.  What is Samsung going to do about this obviously known problem??? TV less than a year old and hardly used as it's in a spare room.

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Samsung Moderator
Samsung Moderator

Re: QLED TV - LED Cracked Just By Carrying

@user6zsuKKTHaq    We will be happy to look in to this. Please send the model and serial numbers, along with pictures of the screen damage, to this PM Link.


Be sure to click " ✓ Accept as Solution" when you find an answer that works for you.





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Asteroid

Re: QLED TV - LED Cracked Just By Carrying

Serial # <hidden>

model # Samsung 82” class LED - Q6F Series -2160p Smart 4KUHD TV with HDR Model QN82Q6FNAFXZA

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