4 months without my screen: A Samsung repair story

[rooki]

Hello everyone, I unfortunately don't speak Dutch and am therefore writing my post in English.

On the 9th September 2019, I bought a Samsung LS34J550WQU from bol.com

I used it for about 8 months when a problem started to happen : half of the backlighting was sometimes not turned on, here are photos of the problem:

After contacting the support, I sent my screen the 31st of July 2020 to CE repair, with a prepaid label that CE Repair sent me on the behalf of Samsung.
At this point Samsung told me it would take a week for the repair.

I received my screen with a bit of delay, the 13th of August 2020, the problem was not fixed, a part was missing and the protection of the screen were broken and the screen edges were damaged. I took photos and sent them to the support:

(The red circles indicated where the missing part was located)

I contacted Samsung via whatsapp the same day (13th of August 2020), and argued with the person: 
Only one solution was offered to me, send my screen for a repair. Which I didn't want, because of this previous experience. 

I discussed some more with different persons via the Samsung whatsapp service, and I had no other choice than send my screen for a repair, again. No one was trying to understand my concern, unidirectional discutions for 1 month. I sometimes waited for a reply for 2 weeks! Samsung apologized and offered me 50 euros on bol.com for that... which I never received.

On the 5th of October 2020, I sent my screen for a repair again, to Servilux this time, with a prepaid label and on the Behalf of Samsung again. I made made sure I packed it with extra protection as the protection from one side had been broken by the previous repair company.

The screen arrived at the repair company Servilux the 7th of October 2020. I detailed my problem there, including the missing part that stayed at the last repair company. 
Turns out the technician there ignore half of my problem description, used a dvd or blu-ray player to test my  PC monitor, and concluded nothing was wrong. He then created a quote for the repair of the damaged edges and missing part, and concluded they are not covered by the warranty. I contacted them, they did not replay to my mails, and I received an invoice a few days ago for handling and shipping.

Here are photos they sent me where you can clearly see they did not use a PC to test the monitor.

I then contacted Samsung again, and they gave me no information and they just tell me to wait because the problem will be resolved "soon"

Now we're the 9th of november 2020, I still have no monitor, lost tons of energy trying to get a functional product. I could not work on my photographs (which is why I bought the screen in the first place) and lost time and money having to fight for my rights and sending the monitor for repair. 

Now I'm just saving for a new monitor because i feel that one will either never make it home or at least not in one piece.

Hope you all never have to go through all those problems yourself and you deal with a more serious company.

Another point I have is why do you force people to send their things to CE repair or Servilux?
You can see with a quick google search that they're terribly ranked and tons of bad stories are available for you to read online. 

Thanks for reading my post.

[rooki]

Indeed that's good news, thanks for keeping me updated!

[BruceH]

If I can assist you with something else in the meanwhile, let me know.

[rooki]

Hello,

I just received my screen, so time to make an update:

I was happy to see that all the pieces were here...

Until I plugged the screen and notice that it now has a problem far worse than it had: Pixels are now flying through the screen, flickering and anything displayed is jittery.

I've tested the screen on 3 computers (they have been tested with another screen and work), and the result is the same, flying pixels or even unrecognized computer.

Here's a picture:

I've recorded a total of 5 videos (tested multiple computers and different ports), I sent that to the agent that I'm in contact with.

Along those videos, I also sent this text: "After all this time and multiple repairs, I'm well within my right to ask for a replacement or a refund. So please inform me which one of those 2 solutions will be proposed to me."

So this is just an update so people can see the evolution of this issue. For now I'm in contact with the agent but I'll ask for help here if again I receive no information.