I own a Samsung curved television, model number UE55KU6670UXXU. Last week, my wife alerted me to a concerning situation: one corner of the TV was excessively hot and appeared to be on the verge of igniting. The corner of the screen had turned red, and the living room was filled with a toxic smoke. Fortunately, I managed to disconnect the power cable from the wall, opened all the windows and doors to ventilate the area, and carried the television outside before any further damage could occur. I reached out to Samsung support, and they initially expressed significant concern, assuring me that a customer service representative would contact me the following morning.
The next day, a representative from Samsung's customer service called and insisted that the incident did not constitute a fire and this is a very rare case, promising to investigate the matter and arrange for an engineer to examine the television. An engineer from Martin Dawes subsequently visited and informed me following thier inspection that the LED light strip had malfunctioned. He noted that the television should have automatically shut down, but the safety mechanism failed to activate. He went on to say that the situation could have ended much worse had I not disconnected the power and removed the TV from the premises. Unfortunately, the television is deemed irreparable due to the high cost of repairs and the difficulty in sourcing the necessary parts.
The following day, I received an email from Samsung stating, "Following the inspection, they have noted that the screen LED bars have had a safe component fault." The engineer advised that the product is beyond repair and recommended that I refrain from using it any further. While they cannot provide a repair, they offered a loyalty discount code for 15% off the purchase of a new Samsung television directly from samsung.com.
I am utterly astonished that Samsung has classified this as a SAFE COMPONENT FAULT; it is difficult to comprehend how it can be considered safe when it poses a fire hazard. Furthermore, it is alarming that this appears to be a widespread issue, contrary to Samsung's claims, as a brief Google search reveals numerous similar incidents reported by other customers. This situation warrants a product recall, as the potential consequences could have been far more severe.
Upon my inquiry regarding the possibility of escalating the issue, the representatives displayed a dismissive attitude, showing little concern for the potentially severe consequences of the situation. They asserted that, from their perspective, the matter was resolved. The initial display of compassion and concern was replaced by a sense of arrogance and a lack of assistance. I was particularly taken aback by their refusal to elevate the issue to a more senior staff member, leaving me with no choice but to accept their decision and consider the matter closed.
This experience reflects a shocking level of customer service, and I am profoundly disappointed in a brand in which I had previously placed considerable trust and investment.
