Samsung Curved TV Design Fault and ******* After Sale Service

The following email I sent to Samsung, who were wholly incapable of even responding with the most basic level of customer service. As a consequence, I purchased a LG TV. This is the second time I've delt with Samsung After sales services, and this was by far the better experience even though it was *******.

"In 2018 I purchased a Samsung TV Model #UA55NU7300. I have recently experienced a problem with it (see attached images). I contacted Samsung in Canal Walk and was advised by the salesperson, who informed me that they worked for Audio Vision, that this is a common problem with Curved TVs and in fact is the reason why the curved TV was discontinued. The salesperson informed me that they had a similar issue with their own private TV and had tried in vain to have it repaired, claiming that there were no spare parts for the TV as it had been discontinued.

I subsequently called the Samsung Help center and was assisted with doing a diagnostic test which confirmed that the fault was indeed with the TV. The agent advised me that I could approach a repair center but would have to pay for the travel and technician’s time to fault find. I would then be advised if there where spares and cost of the repair. This off course contradicts the information I have received. Further, my previous experience with Samsung repair center for mobile phones was, suffice to say, shocking. Incidentally, I also contacted them before the Samsung Help center and the phone just rings (Feel free to call – ***, good luck). In light of the above I have no intention wasting my time trying to fix a problem (for a TV that is only 4 years old!), or try and find a solution that might cost me money and at worst result in no action being taken or a repaired TV (that has cost me money) that could fail on another part of the screen in the not so distant future (as has already occurred). The agent then provided me with this email and suggested I escalate my problem.

I propose that Samsung provide a discounted offer that is commensurate with the loss that I have experienced on a new 55inch 8K TV (a latest model) that I cannot ordinarily get through the various vendors selling TVs. My budget is R18,000 – 25,000. Failing which I will purchase a LG OLED or similar brand. If I’m forced into the second option, I doubt that I will purchase Samsung products in the future unless I have no choice, but more importantly, I would join the list of discontent customers. FYI – My previous TV, a Sony Bravia, which is now residing with a gentleman from Malawi who I sold it to, still works after 16 years."

I was eventually contacted by an agent who was rude and slightly belligerent, but more importantly simply rehashed the same story over - I informed them i had purchased a new TV. I was then contacted by another agent to see if my query had been resolved, which i informed them that it was not. To my utter misbelief they then asked what Samsung could do differently.....there are no words