Internal crack in brand new Samsung curved 4K TV

Dec 23, 2016 4:29PM PST

Hi everyone,

So, we purchased a brand new Samsung 65" 4K UHD curved smart TV just this past September, only 3 months ago. One evening 2 weeks ago, we were sitting in our living room watching this TV, when the screen suddenly began to fade and then went completely out. When we tried to get it to turn back on, the screen would just keep flashing and an internal crack on the left side of the screen would flash. The only time we see it is when the screen briefly flashes. There are absolutely NO physical cracks anywhere on the actual screen. I did some research and found that this is likely a thermal crack caused by some sort of internal hardware failure. There has been literally NO physical damage to this TV whatsoever. It just suddenly went out while we were watching it and that is when this internal crack started flashing on the screen.

We have been in a complete battle with Samsung these past 2 weeks. We have been dealing with their so-called "executive office" and twice they have scheduled two different local repair techs to come and look at our TV, only to cancel them both times at the very last minute, claiming that there was physical damage to our TV. We are FUMING!!!!!! There is NO PHYSICAL DAMAGE TO THIS TV!!!!!! It has been sitting on a TV stand in our living room since we first got it 3 months ago! It has not been moved, hit, dropped, or even touched! Now, Samsung is accusing us of physical damage and is refusing to do ANYTHING to help us. We spent $1500 on this piece of junk. We have already reported them to our state's Attorney General Consumer Protection office, who is now sending them a formal notice of our complaint and is giving them 10 days from the date of their letter to resolve this issue with us. I also filed a BBB complaint, but that only resulted in yet another phone call from their completely useless executive office, who once again refused to help us and accused us of damaging the TV.

What I am wondering is if anyone knows of any good news media outlets that we can take our story to. I want to get this story out there for any many people as possible to hear so that they can know to avoid the Samsung brand and to make them aware of how they treat their customers. This is COMPLETELY unacceptable and I will not stop until we get our TV replaced! In the meantime, we just dropped another $1000 to replace this TV. We bought an LG 4K TV this time. Samsung is no longer allowed in this house!

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I bet that never happened...
Dec 23, 2016 6:07PM PST

...with your old CRT TV. Happens a lot with these new extremely thin glass flat screen HDTV's. Just letting them lay flat on their face can make it happen.

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So true
Dec 23, 2016 6:15PM PST

It's funny you say that. My husband and I actually still have our old 37" CRT TV that we bought when we first moved in together way back in the summer of 2000. Ironically, it's a Samsung! Even almost 17 years later, it still works like the day we bought it. Technology is certainly becoming lower and lower in quality as the years go by. It's like these companies are putting their products though any sort of quality assurance testing whatsoever, other than making sure that the thing turns on, if they even do that!

This TV was never even touched and incurred no physical damage whatsoever. It literally just went out while we were watching it and now we have this interior crack that just showed up completely on its own and Samsung is claiming that there is physical damage, which is a huge crock of you-know-what. When we ordered our replacement this week (LG), we decided NOT get a curved this time. It's just another feature to break.

I am going to take this to the furthest extent possible and I will not stop until Samsung finally replaces this piece of junk! The Attorney General was very eager to get involved when I told them what was going on.

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those curved screens
Dec 23, 2016 6:23PM PST

...aren't manufactured curved, but flat, so when they curve them, it puts immediate stress on the thin glass. Good idea to switch back to flat.

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Dec 23, 2016 6:28PM PST

We really, really loved the look of the curved TVs whenever we would see them on display in the stores, so that's why we bought this curved Samsung a few months ago. I just want them to replace this piece of crap that we wasted so much money on. The stupid thing literally only lasted 90 days! We'll never buy another curved TV again, at least not until there is solid proof that they have significantly improved the quality of them, and we'll definitely never buy another Samsung after the way they have treated us with this mess! We pretty much immediately knew that its replacement was NOT going to be curved, so we just went with a regular LG 65" 4K smart TV without the curve. I sure hope we have much better luck with this one! We still have our 2012 model 55" Samsung LED smart TV, which we've never had problems with. That's just proof that older technology was built to last, unlike the junk these companies are making today, just because it looks good!

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How do you solve this problem to get a replacement?
Jan 12, 2017 2:45PM PST

Hi tntboys08,

Sound like you already got your replacement. Please tell me how. Did you get anyone involved?

I am suffering this painful process now.

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Samsung TV
Feb 11, 2019 12:42PM PST

I have the same issue with my 55 inch Samsung curve TV and the claim it to be "physical damage" when it's impossible. I think maybe a class action lawsuit might make Samsung liable for their products that we pay dearly for

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Samsung gaming monitor
Apr 28, 2019 11:16PM PDT

Obtained an internal crack and LCD bleed only from cradling the monitor forward to plug a cable in the back, I have the 49" curved one, lasted just over 30 days, Samsung sends a tech that doesn't not know what a display port is, concludes the display as physical damage, the unit is defective, ports have intermittent signal loss and lines across screen, I have a bleed and lines permanently left of display 20% of the total display area.
I was thinking class action too, I would prefer that this CNET result being the top 10 I might be able to obtain a list of people in the same boat in order to get a class action together.
The curved monitors are not of quality like flat screens, Dell also has a curve type that is not durable and is prone to cracking internally or with slight pressure to the screen.
Even if I had slight pressure, it is impossible for the unit to crack like it did unless the layers were not soldered together properly.

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Had a exactly problem on my new Samsung 55" 4K curved
Jan 12, 2017 2:35PM PST

I bought this TV 4 months ago but didn't open box until last week. My TV problem is very similar to this. TV is crack in inside screen at the middle left. I called Samsung support immediately and uploaded the pictures to them afterward. A couple days later I called back to check the status (They didn't call me back or email me). The CS staff asked a "special" dept staff to look at the pictures I uploaded. I waited for several minutes and then got a response that "Your TV is physical damage", just like the author of this post. "There is no scratch no damage, nothing on this TV, how could you conclude that TV is already being physical damage by just looking at the pictures", I responded.

Samsung is too smart use the words "physical damage" and push the responsibility to customers for their defective products.

I am sure they should have received a lot of same complaint of crack screen. Hope there is a class action lawsuit soon.

Back to my case, after I keep saying that there is no physical damage, CS staff then scheduled a local Samsung authorized service tech to check it on 1/30/2017. If local tech found a physical damage, I need to pay the service fee of checking, CS staff mentioned.

This is very ridiculous and unacceptable. But i am sure they cannot find a physical damage unless they change the definition of "physical damage". There is a huge grey area they can defend what caused the TV damage, actually whatever they can. Wish me luck on 1/30/2017 or I will be like the author of this post.



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Re; CS
Jan 12, 2017 9:24PM PST

Good luck..they came to my house today..i posted above. Brand new in the box, first time turned ON. Internal crack..3rd party sent by Samsung came over today and said that I caused it..stupid..it's brand new and the damage is on the inside..they have a horrible policy. Let me know how it goes. I'm surprised you have to wait until 1/30/2017.

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update 2/3/2017
Feb 3, 2017 1:31PM PST

update 2/3/2017
Samsung service tech came 1/30/2017 and believed this is a shipping issue. He wrote down on his inspection report. I called Samsung a day after, they told me this is physical damage that they won't repair. I asked who responsible to this issue and they cannot answered and told me to call Dell. I talked to Dell and they said they take the responsibility for the orders which are under replacement policy, which is within 30 days. So it is a infinite loop between Dell and Samsung. I already reported this issue to "Consumer Complaint" that author provided and will try to do a much as I can until to get my TV replaced.

Anyone has better suggestion? like where else can I complaint to.

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Good news from Samsung 2/6/2017
Feb 6, 2017 2:42PM PST

After I filed complaints to consumer complaints, BBB, and CEO email, I got a headquarter call from Samsung that they will give me one-time accommodation to cover Part and Labor to repair my TV. They said they will not give me a replacement or refund but repair. They said they give this offer for me as I am the first time customer of Samsung.

I am waiting for the call from the Samsung authorized service to proceed the repair. A question on my head is how much it will cost to repair a defective LCD?

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don't believe it till it actually happens.
Feb 6, 2017 3:02PM PST

hope you wrote the date and time of the call and the name of the person you talked to.

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Did you get it fixed by Samsung?
Oct 3, 2017 10:33AM PDT


I know you wrote this several months back but I'm struggling with the exact same situation. I contacted Samsung, who was apologetic for the issue on the phone, where they routed me to a 3rd party repair company, who several days later let me know that due to the nature of the damage, it was considered physical damage and voided the warranty.

I then re-contacted Samsung, where they were very rude about getting a supervisor on the phone, had me wait for 45 minutes only to d/c me, and then I called again and still couldn't get me a supervisor to speak with.

They continue to claim that there is a "point of impact" that damaged the screen, where I, like many others, did nothing to the TV and it cracked on its own or due to manufacturing defects.

I've since emailed the CEOs of Samsung and Samsung USA, posted on their facebook pages, and have had a case manager from the president contact me and let me know that the situation has not changed and they will not repair the TV.

Just wondering what other steps you've taken and how you were able to convince them to hear your appeal rather than group it together with "physical damage"? Any information would be most helpful.


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Dec 7, 2017 1:22PM PST

Hi there,

I am in a similar situation , I would be really grateful if you could guide if about steps you took to help SAMSUNG replace screen, thanks a bunch

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CEO email and escalation contacts
Feb 27, 2018 2:37PM PST

Do you have CEO email and any other contact to escalate ?

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Able to PM the CEO and BBB contact?
Feb 27, 2018 5:45PM PST

email: fabiannpatricia@gmail.com

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Led screen crack refuse to settle samsung
Jul 18, 2018 7:05PM PDT

if you have any CEO detail share me I am also suffered from same

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Samsung led
Aug 4, 2018 8:02AM PDT

Do you have any contact

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samsung CEO information
Jan 27, 2020 12:18PM PST

Do you the link for BBB , and Samsung CEO information
I have the same problem
They will not honor the warranty.

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Mar 2, 2017 6:08PM PST

what did you do to get them to replace/repair it? i'm in the same problem tv is 35 days old when this happened

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58" Inch TV internal crack
Mar 15, 2017 5:14PM PDT

Hi i read your post and i am having the same issue with my new Samsung 58" TV. Technician came and told its physical damage and not covered under warranty. Could you please let me know the CEO's email id, consumer complaints and which BBB should be chosen. Thanks for your help.

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Still fighting Samsung almost a year later...
Oct 3, 2017 12:55PM PDT

Hi everyone!

I am the original poster of this thread. Wow! I can't believe how many other people are having the exact same issue with Samsung TVs! I know that I haven't been back on here in many, many months, but I just got a email saying there was new activity on this thread, so I thought I'd come and check it out. As of right now, almost an entire year later, our state's Attorney General Consumer Protection Division is STILL fighting with Samsung to try and get them to replace our 65" curved 4K TV that suddenly developed an internal crack in December of last year. We purchased the TV in September of 2016 and the internal/thermal crack developed only 3 months later. Samsung is STILL claiming physical damage to the TV, even though that couldn't be further from the truth. My husband and I were literally just sitting on the couch watching a movie one Sunday evening when the screen suddenly went out and started flashing an internal crack on the left side of the screen. You can only see this crack when the TV is on. There is absolutely NO physical crack on the screen itself, so how Samsung can claim physical damage is beyond me, but the attorney general's office is still trying (it took them several months to even get to our case). However, our state has VERY strict consumer protection laws, which includes an implied 4-year warranty on all electronics/appliances and other similar items, so hopefully we will get some resolution soon. After reading some of these posts, I see that I am not the only one who has been blocked by Samsung on Facebook, LOL. They blocked me last year when this first happened after I posted my experience. We did replace this TV with a 65" LG UHD TV (NOT curved) and have had absolutely no issues with it. It's too bad that we had to shell out another $1000 for a replacement and that Samsung has neither refunded us or replaced their piece of junk TV that only lasted 3 months. The Samsung brand is now totally banned from our home after this experience. We also will never buy another curved TV ever again. There obviously is some sort of manufacturing defect with these TVs since this exact same thing seems to be happening to sooooooo many people with new Samsung TVs, but Samsung absolutely refuses to own up to it and make things right. HORRIBLE, horrible business practices!

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Internal crack on samsung 49" curved
Feb 15, 2018 9:03AM PST

Hi. Im shocked! My TV was delivered while i was out around 2pm my mother received my delivery and when i returned home i found my new Tv not set up on stand & laying face down on my bed by delivery person. I then decided to attempt to attach stand correct bolts where not given. I then decided i needed to see the beautiful screen so i plug it in to my dismay when i plugged in it was cracked internally. No visible crack on the outside at all when i approached the delivery company they said your family signed delivery and there is nothing we can do. Insisting I broke it when its clearly and inside crack.. Plz help what can i do and how do i contact the consumer person the original forum starter? Plz help I also have to eat the cost of this TV. Believe samsung should be held accountable.

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(NT) IMMEDIATELY, file a claim with the seller.
Feb 15, 2018 12:38PM PST
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Curved cracked Samsung tv
Aug 13, 2018 11:43AM PDT

I, also , had a cracked tv. I was told it was are fault. I’ve read a lot of complaints. I noticed that most of the cracks were closed to the left side edge of the tv, which was really strange. So, why so many complaints and no action against Samsung. This tv was my boyfriend’s treasure and I know for a fact he was extremely careful of it. I will not buy another Samsung tv or any curve tv.

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where did you buy this?
Feb 15, 2018 1:13PM PST

If you just bought this from large retailer, you should be able to return to seller.

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Any luck
Jun 4, 2018 10:24AM PDT

I have been going through the similar situation now. Do you have any inputs on this further?

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led scree internal crack
Aug 4, 2018 7:58AM PDT

Issue is same with me also 8month internal screen got crack and Samsung person replied is physical damage and rejected warranty really pathetic service center they were mentally trained to do so with customer it's painful that our country law is not helping us if any body government organization take initiative than may be issue resolved

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led scree internal crack
Aug 4, 2018 8:00AM PDT

Issue is same with me also 8month internal screen got crack and Samsung person replied is physical damage and rejected warranty really pathetic service center they were mentally trained to do so with customer it's painful that our country law is not helping us if any body government organization take initiative than may be issue resolved

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