Samsung Odyssey 57" - Frustrating Support Experience & Incorrect Technical Advice

[SuperFlyGames]

Hi everyone,

I’m reaching out to see if anyone else has experienced similar issues with the Samsung Odyssey 57" monitor and if there's a way to escalate my case properly.

I have been facing a recurring problem where, when running the monitor at 240Hz (regardless of resolution), a black line of pixels appears after a short period of time.

I contacted Samsung Support four times, but instead of receiving a solution, I have been going around in circles with incorrect advice and ineffective troubleshooting.

1. "Your GPU is not supported" – I was told multiple times that my NVIDIA RTX 5090 is not supported. This is incorrect because the 5090 has DisplayPort 2.1 and supports UHBR 20, which is far above the 13.5 required (as stated on the product’s official store page).
2. "You need to lower your resolution to use 240Hz" – Also incorrect. The monitor is advertised to run at 240Hz without reducing resolution under the right conditions.
3. "You need an AMD Radeon 400 series GPU" – Completely wrong advice. The Radeon 400 series came out in 2016 and is well below the required specs for this monitor.

Samsung Support asked me to record a video showing the issue across multiple resolutions, which I did. However, when they called me back, they ignored the video completely and restarted basic troubleshooting I had already done multiple times.

It’s clear that the support team lacks technical knowledge and is relying on outdated scripts that contain incorrect information.

This monitor cost me over £2000, and I am well within the 2-year warranty. To be frank, the level of support I have received so far is unacceptable, especially from a company as well-regarded as Samsung.

I need to speak with someone who is technically knowledgeable and not just following a helpdesk script. If anyone has successfully escalated a similar issue, I’d appreciate any advice on how to get this resolved properly.

Thanks!

[johnz237]

Hi! Welcome to the Samsung Members community!

It's quite hard to diagnose this without using the device itself. But yes, samsung support are very locked to a script.

Ive built a few pc's involving a few nvidia and and gpus.
What they're referencing by saying the device isn't "supported" is that this monitor lacks G-Sync specificly for Nvidia graphics cards and has AMD FreeSync Premium Pro.

The lines I think are being caused by the monitor's Hz not aligning with the GPU's FPS.

Assuming you have Nvidia's "GeForce Experience" and updated drivers?

Anyways, if so:
Open the Nvidia Control Panel, navigate to "Manage 3D Settings," and then enable "Vertical Sync" (VSync) under the "Global Settings."

Also, in this section, you can cap your FPS; set it to 239 Hz and see if this helps.

[SuperFlyGames]

Hey John,

Yep I am using the latest drivers for the GPU and firmware for the monitor. 

And I'd have to slightly disagree, the person on the phone I spoke to literally said the 5090 is not supported by the monitor and I'd have to use a 40 series card to get 240hz at full resolution. Now I know that is completely incorrect as the 40 series cards use displayport 1.4, not 2.1 which is required(Like the 5090 has). 

I will give the VSync enabling a go though. Thanka! 

[johnz237]

Ah, I see—yes, saying the 50 series isn't supported but the 40 is, is nonsensical. Keep me updated on how you get on.

Quick note—to be sure. Under Windows settings—display—advanced, it's auto-set to 60 Hz. Assuming you've altered this to the maximum?

Also check if you can find gsync. Often preferred to v-sync

AMD FreeSync Premium Pro can also support nvidia gpus- can you enable this?

[ZeroManYT]

The oddasy brand is awful i had the g7 55 inch and it constantly broke i brought it from curry's with 3y warranty but due to the amount of issues I had to get the screen replaced then I sent it in and had the pcb replaced and tired time I had the motherboard replaced fourth time I had power on issue where it wouldn't power on without a reset 5th time I was able to get it refunded in form of voucher for its original price value which is lucky but it's god awful design and clearly rushed product line no design or concept gone in to its durability i also had dead pixels. Get it refunded or returned ASAP my advice.