Ho ho ho! ******* service on cracked Samsung Q7F TV merrily *****s up Christmas.

We ordered a Samsung QLED TV on the dionwired online store on Black Friday for a family Christmas gift, along with a laptop for my wife.

The TV was delivered on the 8th of December and remained untouched in our storeroom. When opened on Christmas morning the TV appeared to be in perfect condition until the plastic screen film and 2 vertical foam protective bands on either side was removed, after which air immediately leaked into the starburst crack hidden by the foam strip and sealed by the plastic film in the upper left side of the screen. This then rapidly formed a highly visible bubble. Horrible thing to happen on Christmas but can't really blame them for missing it given it was completely invisible without removing the film.

As an aside, the TV stand was also loose in the box, but was fortunately lying against the back of the TV - not great packaging all said.

This morning (26/12/2017), as per the returns information on the website which states that you should bring items to any retail store, I took it the Cresta branch. On arrival I was immediately told by a salesman to go to the Woodmead branch as they 'don't deal with online stuff here'. When I showed them the website information I was left to wait while he spoke to the manager. She then came and spun the same story except that apparently they now dealt with all issues from online orders except cracked screens. This was because Woodmead 'checked and dispatched all online orders', including removing each TV from the box, plugging it in and making sure it worked. She claimed to have been on the phone with them to confirm this.

26km roadtrip later the Woodmead staff were telling me that they are not the only store to dispatch online orders, that the Cresta staff are out of line and hadn't phoned them at all, and that this isn't really their problem. After inspecting the item and taking photos, they agreed that the TV needs replacement but stated that 'procedure' needed to be followed because they didn't dispatch the item. They then logged a repair while simultaneously admitting that TV screens cannot actually be repaired (?!?) and that the TV needs replacing. When I questioned the logic of this, I was told that this would allow investigation and somehow lead to a new TV being delivered in ' plus minus 2 weeks, but I don't know because of these holidays'.

So now I get to tell my family that they'll get their Christmas gift in 'plus minus mid January', after having seen a number of the same TV sitting in both stores while these ****** people are playing at dodging blame.

Why they couldn't replace the TV like decent customer service would and figure out where in the chain the **** up occurred afterward it beyond me. Instead we get to sit and wait indefinitely for them to get their **** in order so we can get our Christmas gift after we're all back at work and school. Hooray. Guess who I won't be supporting again?