Appalling After-Sales Service: Brand-New 65" QLED Dead, Support Completely MIA

Samsung is quick to take your money for premium electronics, but the moment their hardware fails, you are on your own.

I bought a 65-inch Samsung QLED TV (Model: ***, Serial Number: ***) from Game Somerset West on 19 August 2026. Barely two months into ownership, this expensive unit completely died. The screen is pitch black, it refuses to switch on, and there is zero response to power commands—an absolute dud sitting uselessly in my living room.

On 28 October 2026, I logged a formal support and repair ticket through their official Samsung Shop application. The automated system confidently promised that a representative or technician would contact me within 24 to 48 hours.

That turned out to be a complete lie. The 48-hour window has come and gone, and Samsung has provided absolutely zero communication—no email, no call, no SMS, and not even an acknowledgment from an actual human being.

It is completely unacceptable to leave a customer stranded with a broken, brand-new premium TV under active manufacturer warranty while ignoring your own explicit service commitments.

Having an automated bot churn out false turnaround times is not customer support; it is negligence and disregard for consumers.

I demand immediate contact from an actual manager at Samsung South Africa to arrange an urgent technician dispatch or a direct replacement. If you are considering buying a Samsung TV, be warned: their warranties and in-app support workflows are not worth the paper they are written on.