Faulty 65” QN800B Neo QLED 8K HDR Smart TV (2022)

[OneTrickPony]

Hi, I'm after some guidance on the following issue please or if anyone has experience of similar and suggestions for next steps?

I purchased my TV (QE65QN800BTXXU @£1,899.00) on the 2nd Oct 2022 directly from the Samsung website, whilst there was a 5 year warranty on offer, this was one of the main factors for proceeding with purchase. I registered my TV under 'My Devices' under my Samsung.com account\prodcut registration and presumed all was well. 

The TV switched off and hasn't worked since the 2nd Jan so I logged into to the portal to organise a repair only to find out that the warranty information only shows 1 year and expired 30th Nov 2023. After completing an online chat the same day, I began a new repair via the online portal and then received a phone call from Samsung explaining that the 5 year warranty was not in place which I have disputed due to the fact that I had registered the product directly on the website device registration and the fact the this TV was backed up by 5 year warranty if purchased direct. 

I have never received any email confimrations from Samsung regarding this (except my order confirmation email) nor any instructions on how to register for the extended warranty at the time of purchase.

During the phone call the agent explained that the local repair partner would contact me on Monday 6th Jan to discuss options, cost and process for assessing the problem. This did not happen and now I can see that my orginal Repair submission is now 'Cancelled' (not by me).

I'm finding the whole situation very frustrating, the lack of after care support is extremely poor and the whole warrenty situation feels very misleading. I'd like to find out what are my options and next steps and if I should begrudgingly consider cutting my losses and buy a new TV from a different manufacturer to replace this faulty TV?

My last three TV's have been Samsung and two of those have now failed, the first being replaced under a Curry's extended warranty.

Thanks in advance.

#QE65QN800BTXXU

[lminvti]

Hi @OneTrickPony and warm welcome 👋

I'm sorry to hear about your issue..

Have you registered your tv within 90 days of purchase on a separate 5 years warranty registration page? If no, that might be the reason why it shows 1 year as TV's comes with standard 12 months warranty, unless you register within 90 days of purchase for extended waranty for eligible TV'S

https://www.samsung.com/uk/offer/5-year-samsung-tv-warranty/

[OneTrickPony]

Hi @lminvti 

 Thank you, no.... at the time that i bought the TV I wasn't made aware that there was a separate 5 year warranty registration page. Had I been informed of that, then I would've completed the registration to protect my investment.

[lminvti]

That must be really frustrating..
In regards on what to do i think choise is always yours, you can get a quote of how much it would cost to repair your tv, and decide if you want to fix it or just get new one. Thing to keep in mind if you buy new TV directly from Samsung they no longer offer 5 year extended warranty unless you bought eligible appliances by 31/03/2024.
Here are official retailers who offer 5 year extended warranty if you buy from them and register through samsung.

https://www.samsung.com/uk/offer/5-year-samsung-tv-warranty/participatingretailers/#:~:text=J.E.C.&t....

[Anatoliy1]

You should understand that most warranties have a few ‘buts’ that are specifically designed to void the buyer's warranty. You should reread the warranty terms and conditions several times before purchasing. In your case, only repair, unfortunately nowadays all corporations find it unnecessary to maintain a high level of customer service. And they do not have their own service centres, now everything is outsourced. In your case Samsung representative created a request, but the local service centre rejected it for some reason.

[OneTrickPony]

Hi @Anatoliy1 - yup I was foolish and dazzled by sales and marketing nonsense with the promise of 5yr warranty and with hindsight find that Samsung have not been very transparent about that or forthcoming WRT registering devices against it (no guidance) - which should be automatic upon delivery IMO, as I'm sure others have also fallen foul of this.

To make my situation worse, the fact that Samsung or their repair partner have also cancelled my repair request leaves me in a bad situation that I'm not sure what to do about. I consider myself a loyal customer having purchased my last 3 TV's from Samsung and if this matter can't be resolved, I will switch to another manufacturer seeing as loyalty counts for nothing.

[Gurky]

Hi, like others have said you needed to register (products would still say 1 year, as this is the basic warranty) the 5 year was a promotion. It was clearly posted as "Redeem within 90 days"

Yes other retailers offer 5 years via redemption many of the. Would cost more, I know the B series has 10% off all year round and £500 trade up, so if you had a 5 year from another retailer it would of "cost more"

[OneTrickPony]

Thanks for the responses to my query above. I had to submit a second repair request on the Samsung website and then received contact from the repair partner. After answering some questions on the fault and providing a video of the front LED error sequence, the conclusion was an ‘Error 2’ fault and will cost the £1388.06 for a replacement new panel. 

Needless to say I’ve had enough and decided to cut my losses and put an end to this and bought myself a new LG C4 OLED. The faulty 2yr old Samsung panel will be going to the local tip. 

Overall a very poor experience with Samsung, their aftercare and their lack of transparency over promotional warranties. 

[Anatoliy1]

You can try to write to the main or regional office of Samsung and ask for compensation for the sale of a substandard TV set, as it did not last for the intended period of time, and the cost of repair is likely to exceed 50-60% of the original cost. And what you need is not repair, but replacement of the part of the TV that has a factory manufacturing defect.