Refusal to honour warranty

I am writing to formally raise a grievance regarding Samsung’s refusal to honour a valid extended warranty on my Samsung Signature television. On 27 July 2022, I purchased an 85-inch Samsung TV from Makro Germiston under Samsung’s Signature Service. Original TV Model: UA85AU8000KXXA Serial: 019A3FAT700021R The unit was delivered and installed on the same day by Samsung’s authorised Signature installer Blingstallation, who confirmed at the time that: The TV was sold under Samsung Signature Service Installation was part of the Signature package The TV carried a total 4-year warranty (2 years standard + 2 additional Signature years) The installers assisted me to register the warranty online

The original TV was later assessed as defective and replaced by Samsung with: Replacement TV Model: UA85BU8000KXXA Serial: 01JF3FAT700111W This replacement carries the same warranty entitlement as the original Signature product.

On 2 January 2026, approximately 75% of the screen went dark, rendering the TV unusable. I called Samsung on ***4 and was told the TV was out of warranty. After reviewing my documentation, I contacted *** (the number listed on the Samsung Signature delivery note) and, after a 13-minute call and internal checks, the agent confirmed: The TV is registered as Samsung Signature The warranty is valid until 27 July 2026 A service ticket was opened (Ticket 120422) I would be contacted to arrange the repair No call was received.

When I followed up on 5 January 2026, Samsung reversed its position and provided a series of contradictory explanations: First that the TV had only 2 years warranty Then that it had 3 years warranty Then that it was not a Signature TV, while still claiming installation added an extra year These shifting explanations are contradictory and unacceptable. Samsung cannot state that the TV is not a Signature product, while simultaneously claiming that Signature installation added warranty. Either the TV is covered under Signature or it is not — the position cannot change depending on convenience. I have already provided the Signature installation and registration documents that confirm this product was sold and registered under Samsung Signature. I am asking Samsung to honour the warranty that was sold, registered, and confirmed by your own agents.