I bought a new QLED tv at the end of October, and it stopped working 35 days later. Just outside the window to return it from where I purchased it.
Samsung told me to take it to a licensed repairman, who told me the part they needed to fix it was on back order with no timeline for when it would be available. The next step they said would be for Samsung to get me a replacement tv.
Samsung sent me an email to fill out, saying someone would reach out soon to set up a delivery date.
It’s been almost 3 weeks and I haven’t heard anything. I’ve called multiple times to figure out where I stand and keep being told someone will reach out in 1 or 2 business days to no avail. Every time I talk to someone they just say the same things with no resolution, saying someone will reach out soon, when I tell them they’ve already told me this and that no one has called, they don’t care and just shrug saying it’s another department.
This is beyond frustrating, it’s a $2000 tv which broke immediately. If I’m spending that much money I’d like to think there would be more care, urgency and due diligence when it comes to customer service. At this point the tv has been broken for as long as it worked, with no resolution in sight. I see a hard time ever purchasing something from Samsung again after this fiasco.
Not sure about the laws where you are, but where I am this issue falls into Consumer Protection Law. For us, the merchant is responsible for the sale and not the manufacturer, who is a third party in the sale. While the merchant may say they won't take it back after 30 or so days, I would consult your consumer laws as they typically require a product to be "fit for its purpose." Where I am, I would address the merchant only and say I'll pursue in civil tribunal or small claims court, where I'd probably succeed.
I would also contact the seller. Costco has 90 day returns. I know places don't want a return after 30 days due to the volatile price market and depreciation on electronics but for a problem such as yours they may be able to assist you. It's a good idea to purchase an extended warranty for situations such as this if you can afford it. It's sad Samsung isn't helping you more though. I know I had to battle with them over my extended warranty on my new phone. It was supposed to be free but I never got it. Took weeks to resolve.
