I'm reaching out with a concern about my Samsung Odyssey G7 monitor. Despite being in pristine condition with no scratches, scuff marks, or dents, I noticed a sudden crack down the center of the screen during a Zoom meeting. The monitor was untouched and well taken care of, making this issue even more perplexing.
I filed a complaint, and the service center sent a technician to check on it. Unfortunately, he arrived when there was no power. After waiting for a few minutes, he left my residence and told me to message the
pictures of the monitor. Soon after, my case was closed, citing physical damage. This is frustrating because the technician barely examined the monitor, and I have been chasing customer care for the past two months without any resolution. They refused to send another technician, despite my insistence that the first one didn't thoroughly inspect the monitor.
If they are claiming physical damage, I am willing to accept it, but only if they can show some external mark or evidence suggesting I caused it. The external glass is in perfect condition, and it seems like an internal crack. How can such an expensive device suddenly crack without any external force?
I'm at my wit's end and very disappointed with the quality control and customer service. Please, can anyone suggest what I can do to get a free replacement, as this is clearly not my fault?
It's weird it appears to be right dead center. I wonder if they fuse 2 smaller displays together to make a larger one?. There's a guy on YouTube who seems to know a lot about monitors and displays and maybe he can help you.
A screen can suddenly crack due to Thermal Stress its where Extreme temperature changes can also cause stress on the screen, leading to cracks. This is less common, but it can happen if a device is exposed to very high or low temperatures. Or Micro-fractures which are Tiny, invisible cracks which can develop over time due to minor impacts or wear and tear. These micro-fractures can weaken the screen, making it more susceptible to cracking under normal use. It's important to note that sometimes, a screen may appear to crack suddenly even if the damage was caused earlier. A small crack might go unnoticed initially, but it can gradually spread and become more visible over time.
Unfortunately, I had the same exact issue occur today. The monitor simultaneously cracked. I was not near it, had not recently moved it, and the outside glass is perfectly smooth with no sign of damage at the point of the break. It is an internal break, surely caused by stress from the curvature and some kind of manufacturer defect.
Samsung support was not at all helpful and ensured me that I had somehow physically caused this by hitting the monitor with something (even though no damage is on the outside). Talk about adding insult to injury. I escalated to supervisors, but could not get to anyone with power to make this wrong right.
I would have no problem owning this if I had somehow dropped or hit the monitor or even if the outside glass showed a scratch, indentation, or mark. But there is no damage to the outside layer and it’s clearly a crack that originated from the inside.
It would not matter as the monitor is out of warranty, but obviously I’m not going to be buying $1200 premium monitors that simultaneously crack internally after a few years.
Too bad because I have really enjoyed Samsung products — have an 85” TV and several premium monitors for gaming. But after this experience I will never buy another Samsung product and will do the best I can to discourage others from buying Samsung.
Based on a few internet searches this appears to be a known issue, and I suspect Samsung is aware of the issue, but it’s too expensive for them to address it.
