SAMSUNG.......WORST SERVICE EVER

Purchased my Samsung Q50 TV on the 7 June 2021. It was delivered on the 9 June 2021. On top right corner of the screen there was a plastic film protruding. As per page 18 of instruction booklet remove all plastic film. I removed part of it, however stopped as it was difficult to remove. Upon switching the TV on, I discovered there is no picture where the film has been removed. I am astounded that Samsung booklet directions are so misleading. On the television, 2 white stickers were on the left and right hand side. It clearly states remove once the TV is fully set up. Removal of the sticker from the right, clearly showed the plastic film protruding and evident. I have always been an ardent supporter of Samsung. My household includes 2 x '32 inch fhd led, 1 x 46' inch fhd led, 1 x 55' inch curve Series and 1 x 55' series 8 Uhd. I am extremely appalled that my new Q50 which was delivered less than 7 hours ago, is completely ruined purely by the poorly attached plastic screen film.

I requested Samsung sent out a technician. The agent assessor which arrived at my home originally, marked the screen as cracked before proper inspection. Have gone online to view many reports of individuals across the globe having experienced the same situation as myself, I read that some people removed the plastic in fear that the heat many create bubbles on the screen. I expressed this to Michael the assessor who attributed that my fireplace could create that. I would like to re-iterate that my 50 year old fireplace is purely for decorative purposes and is not functional. Having called the Samsung Repair Centre in River Horse Valley a day after this incident, the Technician Ravi advised that the plastic be removed from television when questioned about the Q60.

Naturally I cannot accept a decision which details me as physically damaging a R10 000 television which was less than 6 hours old. The layer of plastic removed from the top right hand corner of the screen, was assumed by myself to be the protective plastic film which these components come with.

I contacted the Samsung Head office - Samsung's Escalation department. Linda the senior escalations individual who handled my case questioned where the protective plastic was, to which I could not answer. It was not there. Removal of the right side white strip as per instructions by Samsung, revealed a plastic piece already peeling off, and again as per booklet requesting all plastic to be removed. I initially started to do this before realizing that something was definitely amiss.

I spoke to Linda and explained my interaction with their assessor as well as technician. Linda mentioned that the call was placed after my issue, but it should not lessen the fact the qualified Samsung individuals provided this information. As I am sure that all calls are recorded in that service centre, I requested that Samsung listen to the details in question on call placed at approximately 10am on 10th June 2021. A background consult between Ravi and a colleague will prove this information was given out. Before or after my incident, it still shows that even Samsung professionals aren't even clued up on their own products. I did request another assessor however Linda mentioned Samsung would not be paying for it.

This, then begs the questions :

Where was the original protection plastic from my television? (which even Samsung head office questioned).

Why was the right hand corner, of what is supposed to be a layer of the actual screen peeling away from a R10 000 television, mere hours after being unboxed?

Why on the Q60 television which is supposed to be one Samsung's most amazing products of late, being manufactured so poorly in that the screen plastic is visible to the eye?

Why are there no clear instruction details on the screen tags or booklet, which in this case request removal of something which Samsung now acknowledges is not there?

Samsung's escalation person, Linda provided an absolutely atrocious experience for me. Questioning me of being an ardent supporter of Samsung, she wanted to know that as an owner of 7 Samsung televisions alone, why didn't I realize the protective plastic was missing. She prompted that I should have called and logged in a defect with Hirsh or Samsung. Hirsch was contacted however they said being that I contacted Samsung already, there was no reason to get involved.

Linda was to provide feedback, however all that was received was closure letter on 17 June 2021 for this matter. I week later another agent called Komaheko contacted me from the escalation department to confirmed that our matter had been resolved. The agent seemed very very surprised that it was not. Komaheko was to investigate and provide feedback with 48 hours.

To date no feedback provided.

I have contacted Samsung many times leaving messages for both Linda and Komaheko.

IT'S ALMOST A MONTH LATER AND NOTHING FROM SAMSUNG.......WORST SERVICE EVER