I have the same issue with my QE55QN95B with some programmes almost unwatchable - any with long low base 'mood/suspense' scenes. I can clearly see that the issue is the back panel vibrates and if I hold it at one particular point, it almost disappears. After my first report the set was taken away by Martin Dawes and returned a week later with no information on what they had done - but clearly, it had not resolved the issue. I have since, over the last two days spent time on the phone and via e mails with Samsung no-technical support ! On my initial call I was advised to go through the sound reset process and self diagnostic tests - with no resolution. Since then, I have sent two audio clips of scenes from London Kills where the vibration is clearly evident which they acknowledged. I was then asked to send a video of the inbuilt sound test (which will never show the issue as it does not play any low frequency sound) . I explained this and yesterday received this response !!!
It is a pleasure to connect with you again.
We acknowledge this e-mail that has a video clip of your TV, and we appreciate your immediate response. We feel how important it is to have your enquiry be sorted since the rattling sound persists, and we want to ensure that we can continue to provide you the necessary assistance.
Just so you’re aware if you have any questions about how we, Samsung Electronics UK Limited, use your personal information you can find out more at www.samsung.com/uk/info/privacy. This may include using your personal data to provide support related updates, and assess and improve the way we support our customers, including carrying out customer satisfaction surveys.
If the rattling sound did not occur during the sound test, this signifies that there is no direct fault on your TV and that it confirms that your TV works within its specifications. Please be advised that the rattling sound may have been caused by the thermal expansion on your TV and the contraction of the internal components within the TV which are normal during usage. You may consider checking the specific source or sources where you encounter the rattling sound for isolation.
On the other hand, we have created a callback request and one of our support specialists will call you within 1 to 2 business days to discuss the next steps. The callback will be done during our operational hours from 8:00 a.m. to 5:00 p.m. (Monday to Sunday).
If you require additional support, please visit https://www.samsung.com/uk/support/contact/ for more information or respond to this email and we will be more than happy to help.
Kind regards,
I almost laughed at the claim that the issue is thermal expansion and normal !! I have contacted John Lewis support again who are sympathetic and understand but can only request another service call (actually, Martin Dawes only seem to send a white van to collect the TV) and this is rebooked for next weekend. I have also responded to Samsung Tech asking for an engineer visit to see and hear the issue !
I am not hopeful - and had even offered to pay c£400 for an upgrade/uplift to the 2023 model which appears to be a different design >> this has not been acknowledged
I am so disappointed and cannot believe Samsung deny there is an issue with the model - when obviously it is quite widespread .
