What started off as a positive customer service experience in the face of an unfortunately defunct product has turned into a complete brand melt down. I am ASTONISHED that paying the premium that I did for this product ($1,800) I'm being given the run around like this. It smacks more of buyer beware greasy sales than of a triple-A international technology brand.
I bought a brand new G9 57" from the Samsung website back in December of 2024. I IMMEDIATELY (two weeks) started having issues. Screen tearing, screen bleed, this weird exorcist mode that just blasts a single color at full brightness and scrolls through the primary color palate, screen black outs, windows blackouts, overlaying my background onto windows but duplicating it and making it look like AI fractal art, and inverting colors. I went through the whole process:
1. HDMI to DP and then back again,
2. new cords to each,
3. Update Firmware (LOL btw, this is obnoxiously difficult),
4. Update drivers
No change. Alright, call Samsung, it's on warranty, and again, this monitor is almost $2,000, this should be relatively painless.
And it was...then. Samsung schedules a home visit with a technician, and that technician is there within a week. He looks at the monitor and immediately tells me that he's seen this before (lol) and that it's VERY unlikely he'll be able to fix it. He shows Samsung the issues, and they tell him what to fix. We schedule a follow up and that's that. Next week, he comes in and changes out the parts. All's well, and it appears to be working, but then the issues start up again before the technician walks out the door. He calls Samsung and Samsung tells him to REPLACE THE SAME PART AGAIN and the screen. We schedule a follow up.
About two days later the tech shows up again, spends about three hours replacing the parts, and alas, no change. He takes out all the new parts, puts my monitor back up, and tells me that he can't fix it and that Samsung will be in touch. After he leaves, I see that he's gouged my nice desk mat ($89), and I add that to the list of things I'll tell Samsung about to get reimbursed.
ONE FULL WEEK LATER -- Samsung has not called. I write them, they say they'll reach back out. Two days of phone tag later I finally hear that Samsung was Never. Going. To. Call. Me. Whoever my tech was talking to at Sumsung decided that after not fixing it by replacing the parts, it was "NoT tHe UnIt" and labeled the ticket "no fault found."
That's funny, Samsung...Why does it look trippy every time I look at my EXCEL SHEET? EXCEL WAS NEVER MEANT TO BE THIS HIP. I have three different computers. Two laptops and one desktop. I've plugged the monitor directly into the DP and HDMI of the desktop (GPU and CPU), and HDMI for both laptops...same issues. I have a brand new 50 series GPU, a 3070, and some run of the mill Dell CPU in my work laptop. You're telling me this monitor isn't compatible with any one of those? WHAT IS THIS THING SUPPOSED TO PLUG INTO, A CHROME BOOK?!?!
The woman on the phone is at least helpful, she schedules another tech appointment and tells me to ask them for a 7000 series ticket, as that starts the replace/refund process. Next day, same technician calls me, he tells me that he can't fix anything, and he doesn't issue 7000 series tickets. He says that I need to call Samsung and deal with them...At this point, I've lost my patience. I call Samsung again, and they tell me I NEED TO SCHEDULE ANOTHER REPAIR. I have a newborn at home, having strangers in my home for hours at a time was enough of a hassle, I don't want to expose her to that again just to replace the same part a third time so Samsung can double the replace cost of this unit by paying the technician for 24 billion service hours. The service coordinator says that my only option is to have another repair, I tell them I won't have another repair and that we need to replace the monitor, he asks me who told me they were replacing the monitor, I ask to speak to a manager.
He says that he'll have a manager call me back. Guess what didn't happen...Now guess what did happen? A new repair ticket was made and forwarded to my text messages.
This is a NIGHTMARE. In addition to paying $1,800 for a monitor that hasn't worked for months, I'm being run up and down the flagpole in what feels like a snake oil scam.
Replace this monitor. Or pick it up and send me my money back
