Samsung UA65JS9000TXXA

At the end of October 2018 I logged a fault on my Samsung UA65JS9000T 65 Inch curved television (Their Flagship TV in 65 inch). The television is still covered by the signature range warrantee of 5 years. (The TV was just under three year old at that stage) Within a week a repairs company came and had a look at the set and reported that the screen as well as the mother board needs to be replaced as it had logged nearly 200 faults. I spoke to Samsung customer care who then referred the matter to the exchanges department.

I spoke to Riaz in the exchange department and he told me he would let me know what we are to do about this issue. After having many promises that they will phone back every time I followed up, I eventually on the 5th of Nov 2018 got an email from Riaz to say that my current model had been discontinued and that they are will to replace my tv with the 2018 QA65Q9FNAKXXA I rep**** to the mail and asked Riaz that before we continue with the replacement, if he can get some answers on questions I had. I started by explaining to him that I have spent just shy of R90 000 for a TV and a top of the range curved Samsung Soundbar that goes with the TV. The replacement TV is a flat screen seeing that Samsung does not make curved screen tv's any longer and that I am basically going to sit now with a mismatched TV set. (Yes it sounds trivial, but for the money I spent and being a signature customer, I expected better) I also asked what then will happen to the nearly R4000 worth of 3D glasses I purchased with the TV because the replacement is also not 3D compatible, as well as a Camera I bought with the set for another R1500 which will also not work. I basically got a "That is your problem" from Samsung I also asked him that if the new TV is installed by their Signature team as it was previously, will I get a new 5 year warrantee on the new set? In short he told me that the warrantee will carry on from the old set unless they can do a store credit where i can then buy the unit from the store and then it will have a 5 year warrantee again, which I find laughable because its pure semantics. I was not happy with this response seeing that my previous R60 000 TV lasted a whole of 2 and a half years, why should i trust the new TV to last longer. I then asked if i could rather then get a store credit and ill then go and select something that im happy with. After 2 weeks and a lot of follow-ups from me, i was basically told that i can only get the replacement and that was that.

I eventually gave up and agreed on the replacement and received an email on the 11th of December 2018 that they are processing my exchange and that the unit will be couriered from JHB as Cape Town didn't have any stock.

On the 21st of December 2018 the installation crew came and removed my old unit and installed the new unit. After the installation was done. They switched the new unit on and it was an out of box failure with the TV refusing to go out of test mode!!!! This is a R60 000 TV!!!!!! I called Riaz and informed him about this and also told him that i will not accept a replacement TV if I do not get the new warrantee with it. I asked to speak to his manager to which I was told his manager is not available but he will get him to call me back. This was on the 21st of Dec and today on the 3rd of January 2019 I am still awaiting that phone call. I have now been sitting with a broken TV in a box in my lounge for almost 2 weeks, and Samsung just couldnt give a ****. After not getting any response from Samsung Customer Care, I then wrote to Samsung's Facebook Tell-us service and sent them a mail explaining everything, on the 28th of December 2018. Upon asking on the 2nd of January if anyone was going to call me, i was told that someone will be in contact with me that day, needless to say, nothing happened. This morning on the 3rd of January i again sent them a msg asking if someone was going to contact me. I received a reply and was was told someone will contact me before close of business today. I'm still waiting.

Samsung will never have the privilege of me being a customer of theirs again. The sad reality, is that I love their products, but their staff and management are pathetic to say the least.