Useless Support Team

I have purchases a TV From Samsung online QN90B 65 on the 24th of March 2023, the TV was delivered on the 27th or 28th (I don't remember well), and they had to send someone to unbox install it on the 30th.

Last week I started having (Still having) a problem with a disconnecting remote. After trying everything to repair, even reset the TV, the problem kept persisting, I had logged a ticket te, then I received a reply from them asking if I use the standard or solar remote. I had to continue with a support agent on WhatsApp, we went through steps to repair and sometimes the TV could not found the remote. (Device not found error), sometimes it will pair then disconnect again.

So the support agent said that they will send a technician to replace the Bluetooth module. The technician from Technologia called me and gathered all the info, scheduled an appointment, then they showed up today to replace the module.

They went through the service center module found 2 Bluetooth error, so they went on to to replace the module.

After installing the new module, the remote would not even pair to Bluetooth. Same as previously, only working via infrared.

Since they only brought a-non smart remote with them we could not test with a different remote to see if the remote is really the problem since they say that they don't have those models with them.

Note: I had mentioned that the Bluetooth works fine if I play music from the phone, even while leaving the phone in one of the bedroom upstairs. But the remote disconnects after a successful pairing, if sometimes the voice command button is pressed or or if taken about 3 meters await from the TV.

From all these troubleshooting we agreed that it can only be the remote. So I had to contact Samsung and asked for a replacement

I had go revert back to Samsung Support to explain that the Bluetooth module was replaced but the problem persisted. They told me to call back the technician, I explained to them again that it was tested while the technician was here. But They are telling me they will send a technician. I don't know for what now, and they can't tell me.

First of all, my TV is just three weeks old, with the remote that started having problems at week 2. And they cannot just replace that, That is your flagship 4K TV, there's no 4K model on top of that in SA, since we still don't have the QD-OLEDs. It is suppose to carry a 5 year signature service, but you cannot replace a remote?

Here is a snippet of the chat with your support agent today.

[11:16, 20/04/2023] Samsung WhatsApp: Thank you for holding, I appreciate your patience.

Please note that the service center has advised that they will provide the technician with your contact details, and they will contact you.

[11:18, 20/04/2023] 👀: That doesn’t sound like solving the problem. I need to at least get a detailed answer of what is going to happen now

[11:21, 20/04/2023] Samsung WhatsApp: I managed to contact the service center they will resend the technician to assist you accordingly. [11:25, 20/04/2023] Samsung WhatsApp: Please note that if no response is received within 3 minutes, this chat will be terminated. You can initiate another chat thereafter.

[11:25, 20/04/2023] 👀: Okay. But I am not happy with the support I get here, I ran all the test with the first support agent. You still sent a technician to replace the Bluetooth module. At least they were supposed to bring the exact same remote model to narrow than the problem. The module was replaced and the problem persisted, you still trying to send a technician again. Is this how you troubleshoot things?

[11:32, 20/04/2023] Samsung WhatsApp: I advised the service center on what happened, and they advised that a technician will be sent to try to resolve the issue, advised that the remote was changed from solar to Bluetooth and the issue persists.

[11:33, 20/04/2023] 👀: The remote wasn’t changed [11:34, 20/04/2023] 👀: 1. A solar remote means that it charges via solar, or it can be plugged to a charger like your phone charger. It doesn’t use batteries [11:34, 20/04/2023] 👀: 2. Old Samsung smart remote are Bluetooth remotes [11:36, 20/04/2023] 👀: 3. The problem here is that the remote is disconnecting via Bluetooth and only using infrared. When connected via infrared functionalities are limited. The voice command doesn’t work and the remote needs to be pointed directly to the TV.

[11:37, 20/04/2023] Samsung WhatsApp: Thank you noted.

Please await a call from the technician. [11:48, 20/04/2023] Samsung WhatsApp: Please revert if the issue persists after the technicians second visit.