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Original topic:

Insane Odyssey G9 Neo fault

(Topic created on: 22-10-2022 04:47 PM)
boothscience
Explorer
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Computers & IT

Not sure what exactly how to describe this. Doing a bit of work, and quite a loud cracking noise, followed by a weird top to bottom spreading crack developed on the monitor. The monitor wasn't hot, hasn't been handled since being setup.

Support apparently want me to send pictures to technical support to determine whether this is my fault or theirs.

The monitor is 3 months old and has been used relatively lightly. See below, and some links from reddit with folk with equivalent issues with the neo. Is this common... and can someone explain why one of the folk was going to be charged 750 euros for the repair?

https://www.reddit.com/r/ultrawidemasterrace/comments/y3q0zu/samsung_odyssey_neo_g9_screen_cracked_v...

https://www.reddit.com/r/ultrawidemasterrace/comments/uk7zxr/odyssey_neo_g9_loud_pop_and_broke_the_s...

https://www.reddit.com/r/ultrawidemasterrace/comments/uiafpv/odyssey_neo_g9_cracked_on_its_own/

 

20221022_162017.jpg

8 REPLIES 8
Obsydian
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Ouch sorry to hear.
Regards, Obsydian

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boothscience
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Remarkable... Samsung technical got in touch and stated that the warranty doesn't cover such a blatant issue with an almost brand new device. I have reported several equivalent examples of this flaw that were independently reported on reddit. I am a big advocate of samsung products, they are normally phenomenal, but the customer service/treatment of the consumer in this case leaves a lot to be desired. Shocked that no one from Samsung is responding to this thread.

Mannekino
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Computers & IT

Hello @boothscience I am the  owner of the monitor of the first Reddit topic you linked and just found your topic.

Samsung still hasn't responded to my request to provide me the evidence where they based their decision on to not repair or replace under warranty. It's been over 3 weeks since my first contact with Samsung customer support in The Netherlands. Samsung has the burden of proof according to Dutch consumer law to prove that I caused the defect (this is the case for the factory warranty).

I basically got the same response from Samsung you got. They told me it's due to "external mischief" (literal translation of the Dutch legal term) basically telling me I broke it and they won't fix or replace it under warranty. 

I'm currently sitting in a waiting are of a third part product expert to have the monitor examined and have a report written about the defect. I had to drive 1h30m to get here and I have to pay for this report also. Unacceptable how Samsung has responded to this issue.

My monitor broke on 07-10-2022 so it has been almost a month now.

Where are you located?

Have you gotten anywhere with Samsung?

boothscience
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Hi Mannekino,

I purchased through Amazon, and they relay to the manufacturer for initial RMA/repair and whatnot. After sending through images of the fault samsung replied basically saying the same thing they said to you. I would be at fault and responsible for paying for the repair. This is of course unacceptable as the fault literally occurred without any interaction from me at all. Loud cracking noise, and the fault appeared on the screen, running top to bottom. It is clearly a stress fracture due to how it has propagated through the screen...

No joy at all from samsung, but the vendor Amazon just refunded (and arranged collection). 

I sincerely hope you get some kind of satisfaction, as there is likely a serious issue with some of these monitors.

What is shocking is that samsung aren't even responding to the comments on these forums in any fashion, which begs the question... why bother having community forums like this.


Hope all is well with you and yours,


David

 

Mannekino
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I have no suck luck unfortunately. The online shop where the monitor was purchased originally said they only give 6 months warranty on this product. Since they don't offer repair services they referred me to Samung for the factory warranty.

Samsung tells me this could only have happened due to some external cause (e.g. I broke by handling it incorrectly). My all-risk home insurance policy said it's because of an inherent defect of the monitor and they don't cover such things.

Meanwhile I'm here in the middle, out of pocket the purchasing price of the monitor and a broken monitor.

I also have a business building boutique high-end gaming PCs including full custom loop water cooled PCs and regularly use Samsung products for customers also. One thing is for sure, I won't ever recommend a Samsung product to one of my customers again after this misery.

I'm going to reach out to various online review outlets such as Hardware Unboxed to see if they can somehow help out getting Samsung to change their decision. They are an authority on monitor reviews and have a big reach.

boothscience
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Buddy, if you do reach out to hardware unboxed count me in. I'll happily give my opinions on what happened. This isn't an isolated incident. Every one of the reddit threads reports an identical event occurring. I suspect that there might have been a stressed, bad batch, that have an inherent defect that will fail over time.

Mannekino
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@boothscience I have reached out to them on Twitter. If you could help signal boost my Twitter thread it would be greatly appreciated. Like and re-Tweet or replying with your own experience would help I think.

https://twitter.com/creativestarfox/status/1588239028381442048

boothscience
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Done... hopefully this will get some traction.

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