LCD Open Cell Replacement - Fault

[Foley2012]

Hi All,

I purchased a 50" Samsung TV on December 27th 2021 (Model: UE50AU8000K) for €550. The TV came with a 1 year warranty. I noticed after a couple of weeks that if left idle when on a HDMI source, that the screen colour would wash out. Quick fix was to power cycle the TV and the problem was solved. At the time I thought it was Eco Mode settings on the tv activating, or the reactive backlight based on the room lighting but I've now found out the hard way that it was a failing/faulty LCD Cell. Last week I turned on my TV, after 30 seconds the screens edge started showing a creeping black cloud forming. The screen then automatically power cycles and reboots. Upon reboot the screen seems normal and then after 30 seconds it happens again on repeat. 

I received a quote from Samsung's 3rd party repair company for €285 to carry out the work and resolve the issue. I then contacted Samsung via their online tech support and was advised by an agent that the tv was out of warranty and they wouldn't be doing anything to assist. I then continued to research the fault and stumbled across a thread on the Samsung forum of users having similar issues with TVs of that year and there are posts advising of complimentary repairs being supplied to users because of the fault. I rang Samsung on Friday, spoke with an agent who when informed of the thread/post, denied that there was any known issue with that specific model, advised he was aware of the frustration I must feel with a tv less than 2 years old breaking so quickly on me and advised he'd arrange for a member of the loyalty team to call me and when would I like the call. I advised the agent I could be contacted at 9am on Saturday, today (Sunday)at 2.12pm I received a call from Samsung from their tech support line and not their loyalty team (one day late) to advise again that the tv was out of warranty and they would not be doing anything to assist. If I had however reported the issue with screen washout originally however it would have been covered and that he was unable to offer a complimentary repair because it was so far beyond the warranty timeframe. 

I'm highly disappointed that a company as big and well known as Samsung can't stand over their own products, products I might add that do not have the same wear and tear you'd expect from a device that is carried/moved daily e.g phone/tablet/laptop for more than one year. A TV should not be breaking 1 year and 9 months after purchase and certainly should not be showing faults weeks after purchase. 

Your customer service representatives did not show any compassion and their lack of follow up when scheduling a return call was not up to standard. I do not know how consumers can have faith in companies and support them, when this is how their business model is represented. 

 

 

 

[Feishao]

Samsung sucks.

[Foley2012]

Hi Feishao,

This was the link to the quoted thread above where they've refused to acknowledge there is an issue with the TVs from that year. 

https://eu.community.samsung.com/t5/tv/samsung-uhd-4k-half-screen-in-black/td-p/1369122

[Piper123]

In the UK, the Consumer Directive (2015) provides far more support but sadly most customer service agents toe the corporate line and stick with warranty.

IF you can prove that the fault was there at the point of manufacture (your post suggests you may) then you may be able to claim for a period of up to 6 years for electrical items.

BUT it is unlikely Samsung Customer Service would ever recognise this. I would suggest you give Samsung 7 days to resolve the matter and if not done so (assuming you can prove the Directive applies) go ahead and take a claim in the small claims court.

I've taken companies to court a couple of times and won each time and got my costs back too.

[Foley2012]

Thank you piper, that's very insightful. I'll have to look into this further. Appreciate the reply on this matter. 

[Piper123]

I'm afraid Samsung Customer Service are the worst at resolving just about anything. You are usually talking to folk in the Philippines, they try their best, but their grasp of English is poor and so they create frustration where it didn't exist and rarely provide a satisfactory answer.

Once the 12 month warranty is up, they will have no clue other than to say "sorry it is out of warranty so pay for a repair".

The best they will give you is that they'll tell you that they are referring it to the"specialist team" or similar (i.e. escalating it).

FOR YOUR OWN SANITY, DON'T BELIEVE IT.

I went through over 6 months of pain before taking a different route to resolve the matter.

[Foley2012]

Piper that's what I dealt with on Friday, I was informed that I'd receive a scheduled call from a different department Saturday and when I did receive a call Sunday (1 day late) it was from tech support requoting the "out of warranty" line. 

Have you come across any circumstances where courtesy repairs have been offered? I found it rather confusing that the agent I was dealing with advised a courtesy repair couldn't be offered because it was 9 months out of warranty. Surely a courtesy repair shouldn't have a time stamp against it and should be as the word suggests an offer of politeness. 

[Piper123]

I myself have never come across a "courtesy repair" (from Samsung) but others may comment later either way.

My own view hasn't changed as I mentioned earlier. I may be wrong (but I doubt it) but I do not see Samsung helping you here.

Out of interest, did you pay for it via a credit card (not debit card)? If yes, you might also want to consider approaching your card issuer ref a Section 75 Claim.

[Foley2012]

As I'm based in Ireland, I don't believe the section 75 claim is applicable. I did look further on the citizens information page however and I'm reading up on the statuary rights on consumer electronics. With the online chats, phonecalls made and reference to similar threads of the same issue I've brought the problem to their attention and it's now up to Samsung to either try resolve the problem within a reasonable timeframe. If they do not, I can bring it further with small claims based on the information provided on the citizens information page. 

Hopefully this thread will be read and responded to and won't require further escalation. 

[Piper123]

Sorry, didn't know you're based in Ireland. The Consumer Directive (2015) may also not apply.

So Irish Small Claims then.

Oh and Samsung (unless the Moderators step in) will not action anything from here sadly.