Vertical crack on Odessey Neo G9

[OM222O]

Hi, I bought a 57" Oddessy neo G9 back in November and hadn't opened it until now. I followed the installation guide to get the stand mounted and lifted it out of the box but after turning it on there is a vertical crack on the display. I'm not sure if I lifted it incorrectly or not but I can find a lot of similar failures online.

Is this damage I caused by improperly lifting /  holding it? I'm honestly not sure if it arrived broken or if I damaged it.

What are my options for repair? Will a panel replacement cost the same as a new monitor? This is such a disappointing experience. I often buy Samsung products and this is the first time I've had an issue like this.

[Piper123]

Hey there and welcome to the Samsung UK and EU Community Forum

As you only bought the device in November, I would hope the warranty would resolve this.

Contact Samsung Customer Services as you'll need to arrange a repair.

[johnz237]

Hi! Welcome to the samsung members community!!

Honestly, even though you've only just opened it, it's still been almost 7 months; they will almost certainly say accidental damage.

Reach out, and they'll give you a quote for pricing or, if possible, book it under warranty.

[OM222O]

You were correct, support is denying warranty and wants to charge 1000£ for repair when a new one is 1500£. Is there consumer protection laws that protect against this? What are my options for legal action?

P.S. are switch on / off times recorded by the display? If so I can prove that it hasn't been used before. I know hard drives have this feature but unsure about monitors.

[johnz237]

In terms of legal recourse, you have a few options:

* Citizens Advice
* Consumer rights
* If you used a credit card, Section 75.

In terms of screen uptime/switch-on time, I'm unsure—I doubt it, though.

The issue is there's no factual way to prove how it was broken, hence the 14-day return window. As in, when you buy it, even if you may not use it for a while, just check the product.

[OM222O]

Support told me 3 days! I really wish I had a time machine 😕