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Insect inside 5 month old Samsung Smart TV

How on earth can't this be covered and why is Samsung Customer Support so awful?

I purchased a brand new 55" inch TV 4K SUHD Smart TV five months ago at Best Buy for about $1300. I came downstairs about a month ago and turned it on and there was a tiny dead little fruit fly or some type of tiny insect in almost the dead center of the screen. I figured I could call Samsung and they would either replace the TV or send someone out to fix it.

The first person I got told me it was not under warranty so I asked to speak to her supervisor. She hung up on me. I called back and got a different person obviously who said yes it is under warranty and we will set up an appointment for someone to come out to yoru house. They set up the appointment. My wife took the day off from work and waited for the guy who never showed up. I called Samsung and they told me the appointment was cancelled. I said I didn't cancel it nor did my wife so I am not sure you can cancel my appointment without me or my wife approving that. They couldn't tell me who cancelled it.

They set up a second appointment and asked that the TV be taken down off the wall because the server technician won't take it down. My wife took a second day off from work for this. The technician came out and took pictures (it gets worse) then left. Obviously I can take a friggen picture with the thing on the wall and send it via email to anyone who asked. The technician said if you don't hear back in a day or two call us. I figured I will even give him a few more days and called a week and a half later. The store told me to call Samsung directly.

I called Samsung directly and they said no a fly in screen is not covered. We don't cover rodent or insect infestations. I was pissed that they would insuate that I had an insect infestation or rodent infestation. I told them my house is spotless and they can come over at anytime for dinner to prove it. If my house was infested with bugs I would think I would have fifty in the screen!!!!

I asked to speak to a manager. The manager came on and said let me see what I can do and hung up on me. I had to call back and push it up the chain again. Finally I got someone from "Executive Management" on the phone which means they got John Smith from the back room to try to shoe me away obviously.

I asked is it normal for a Samsung TV to have a small tiny bug to end up in the middle of the screen. He told me no it is not but we don't cover insects. I said ok, this tv is five months old. This insect could have been in there the whole time even when I purchsed it and simply fallen down into the middle of the screen over time. He told me they all go through quality checks and insisted that the bug was not in there which I argued against. I told him if the TV's are designed to not allow bugs into the screen then how can't this particular TV be a manufacturers defect? He had no answer of course except I am very sorry sir but we don't cover that, the bug was not in the screen when you purchased it. He told me he had never heard of this. I said google "Samsung, insect, tv" and you will hear of it. I think this is absolute BS.

I just wanted to let people know how piss poor Samsung's customer support is and don't bother calling if your very expensive TV's gets messed up by an insect (although I did read a few places that people had success getting it repaired, not sure how).

I will never buy another TV or product for that matter from Samsung. It's a shame that a billion dollar company with products I like could care less about the little man. But just wanted to let you all know again out there BUYER BEWARE.

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Clarification Request
The worst part is...

In reply to: Insect inside 5 month old Samsung Smart TV

...that even from what I am about to say below, I still sympathize greatly with you. They should have at least offered you a stipend of some kind (~100-200) for the hassle- especially the appointment/lost time(!)

All that said, I actually understand why they need to stand firm with this issue. There's no way they can completely hermetically seal up an HDTV. It's just not possible, nor is it possible to control each and every environment the HDTVs pass through before they arrive in our homes.
There's simply no definitive answer whether or not the bug was there already or was not.

Ditto for certain types of post-delivery screen cracks. I have unfortunately experienced this with new HDTVs in the past Sad. Basically, it reasonable to assume that there has to be a line after which the responsibility falls wholly onto the owner for certain types of things, which could include insects inside.

More importantly though, what quotes have you received from third parties regarding the cost/time to repair?

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Re: The worst part is...

In reply to: The worst part is...

I haven't received a quote on the cost of a fix yet. They told me I would need to pay a diagnostic fee which I assume is close to 100 bucks and then the fix I am afraid to even here what that would be? If it is 500 to fix a tv I have had for five months that cost me 1300 to begin with, I would be almost half into the cost for the TV at that point.

The problem I have is that they can't tell me whether or not the bug was or was not in there. I never saw it alive so there is a very real possibility that it was in there the whole time and simply fell down into the screen. The warranty should cover this for up to a years time frame in my opinion. And as you mentioned, my wife missed two days of work because of this. She is a RN and gets paid fairly well. And for them to just cancel an appointment for no reason is just wrong and to have a third party come out and just take a picture of the bug after we took it down from the wall was useless. Some of the support told me yes it is covered, others did not so there is a major disconnect across the board.

I guess the customer isn't always right with Samsung? Thanks for listening to me complain lol!

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Like I said

In reply to: Re: The worst part is...

There's simply no way to authoritatively determine when the bug arrived.

Unfortunately, when we buy these complex pieces of equipment, we generally pay a premium for a product that is not particular durable. It's often hit or miss- that's part of the process Sad

Keep in mind that a $500 fix might give you an extension of the warranty too. Ask them. Still cheaper than buying a new one.

All Answers

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Answer
You're not Alone

In reply to: Insect inside 5 month old Samsung Smart TV

Our series 8 55inch has the same issue. It appear after 3.5 months of use and I've had all the same conversation with Samsung and been treated the same way.
Their insect infestation clause doesn't hold up, in my opinion, as an infestation is insects in large numbers, not one.
They have no way of proving the insects weren't in the tv without inspecting the insect, so to simply reject our claims is just wrong.
I've now main consumer complaints and hit them on all their social media sites to warn everyone else of that company.
Not happy at all.

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