I’m posting here as a last resort due to a frustrating experience with Samsung support regarding my flagship 77" S95D TV.

I first contacted Samsung on 29th May after discovering that switching the TV on caused my home’s electrical fuse box to trip. After a 40-minute call, I was told to get an electrician out to test the electrics in my house – something I knew was unnecessary, so I didn’t proceed with that.

I called back and spoke to the UK complaints team, who were apologetic and confirmed that advising me to call an electrician was not the correct process. I was then booked in for a video call with a support technician. During the call, I demonstrated the issue clearly: when the One Connect box is removed from the TV, and the unit is plugged directly into the wall socket, switching it on immediately trips the fuse. The agent witnessed this in real time and agreed it was a hardware issue.

I was then asked to call Martin Dawes, Samsung’s appointed repair agent, the next day. They booked a collection for the following week – not ideal, but I accepted it. The day before collection, I was told they don’t cover my area on that day and they’d need to move it to the following Monday. I explained I’d be away on business that day, and their response was simply, “We’ll have to close the case down then.”

The case was sent back to Samsung without resolution.

In the meantime, a friend who owns the same TV kindly brought his One Connect box round. We plugged it into my TV – and it worked perfectly. This confirms without question that the issue lies with the One Connect box, not the TV or my electrics.

I then rang Samsung again to explain everything. Despite now having clear evidence of a faulty component, I was told the next earliest collection from Martin Dawes would be 16th June, and the TV would be with them for two weeks. That means I’m expected to be without a £3,000 TV for the best part of a month.

All that’s needed is a replacement One Connect box. Instead, I’ve been put through unnecessary steps, delays, and poor communication – not to mention the cost Samsung is incurring for transport and inspection when the fault has already been identified.

This experience has been beyond disappointing. I’ll now be returning the TV, raising a formal complaint, and I will not be purchasing from Samsung again. Absolutely shocking customer service for a product at this level.

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