For the last month I have been trying in vain to resolve a Backlight hardware problem with my ten month old 4K UHD Smart TV which is still under warranty. The issue is not visible on the TV's Picture Test. As a result, Samsung have been less than helpful, making a simple warranty claim process very complicated.
As a British customer, when I first contacted Samsung to report the issue, I was initially put through to two American representatives who could not fully understand my South-East England accent, on a premium telephone line, probably charging an astronomical fee. I then was asked to supply photographs of the screen problem, which I emailed and received a confirmation, but heard nothing more.
I then messaged Samsung UK Support on Facebook and was told that I would be called back. Five days later I received the call from a British representative who explained that the photographs I had already supplied were no longer visible on my account, and I therefore needed to send another set. Once received, a technician could then be allocated to repair my TV at my house. I took more photographs (with the screen issue in clear view) supplied an explanation for reference, and emailed them to the support address, and then received a confirmation telling me a representative would contact me by telephone in 2-3 business days. The telephone call never came.
Yesterday, I opened a conversation on the Live Chat section of the Samsung website and provided the necessary details. I was then told that the photographs I had already sent twice, were not visible, and I should send them again as the issue could not be recognised.
What an unbelievable JOKE.
I have read Samsung's obligations on the warranty wording, so please can someone explain to me what is the point of a standard manufacturers warranty if they have absolutely no intention of acknowledging a problem and then acting accordingly?
Surely this is a breach of trading standards?
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