Unauthorised work led to damage - refusal to take responsibility

Thank you for taking the time to share your concerns. We take feedback of this nature very seriously and would like to clarify the circumstances around this matter. The technician who attended has confirmed that, upon arrival, the client advised that the second unit in question was not operational. During the inspection, it was found that the internal wiring of the unit had been damaged due to rodent infestation, with wiring visibly chewed. This was observed and confirmed by the technicians on site and is consistent with the type of failure later identified. Rodent or vermin-related damage is explicitly excluded from the manufacturer’s warranty, as outlined in the Samsung warranty documentation that was previously provided. As such, the unit is not covered under warranty, irrespective of whether it may have appeared operational prior to the inspection. The identification of underlying damage during an inspection does not indicate that the damage was caused by AC Direct or its technicians. Responsibility for faults or failures resulting from rodent activity does not transfer to AC Direct, as this is an external factor outside of our control. We understand that this situation is frustrating and disappointing, and we remain open to engaging constructively through the appropriate formal channels to ensure the matter is addressed fairly and transparently. The AC Direct Team ⭐