Howsit,
I purchased a Samsung TV (AU50UA7000K) from Game back in May 2022 and noticed a few months ago a vertical black line on the left hand side of the screen. I spoke to a rep from Game and he mentioned that he had received complaints about this issue with the same model of TV.
I logged a fault with Samsung (and submitted images) in July, and they assigned a third party service provider to collect the TV for repairs. The TV was returned a few days later and when I switched on the TV, to my surprise, I noticed that the screen was not fixed and I logged another fault. I requested for a report from Samsung and the service provider but the provider refused to provide a report only stating that the Open Cell was faulty and replaced. When I asked what quality check was done after the repair, they advised they are not sure what was done by the technician who serviced the TV. I contacted Samsung again and they opened a fault with the same service provider. The provider contacted me a few days later and advised that the issue is due to dust inside the TV and that the warranty doesn't cover the repair and that I would need to pay R1200.00 for the repair. Frustrated, I questioned why the technician had not looked at the initial complaint and images provided as this would point out what the problem was, the technician than had a cheek to tell me that the dust could be from my ceiling due to the TV been mounted on a wall and that I should check for any gaps between the ceiling and check my roof.
Pissed off I lodged a complaint with Samsung's resolutions department, who advised me that they queried the repair with the technician who confirmed that this is caused by dust and that they can't do anything. I requested that Samsung assign another technician as I was not happy with the service and response from the technicians as this has gone on for almost a month but was instead told that this is not possible and that they will be closing the complaint. I also requested for this information in writing from Samsung as well as the report from the technicians which they said would be emailed to me, but I have not received any response since August.
Firstly, does anyone have any idea what the problem could be or had a similar experience with their TV?
Should I lodge another complaint with Samsung and keep bugging them or can I report this directly to the Consumer Ombud?
I purchased a Samsung TV (AU50UA7000K) from Game back in May 2022 and noticed a few months ago a vertical black line on the left hand side of the screen. I spoke to a rep from Game and he mentioned that he had received complaints about this issue with the same model of TV.
I logged a fault with Samsung (and submitted images) in July, and they assigned a third party service provider to collect the TV for repairs. The TV was returned a few days later and when I switched on the TV, to my surprise, I noticed that the screen was not fixed and I logged another fault. I requested for a report from Samsung and the service provider but the provider refused to provide a report only stating that the Open Cell was faulty and replaced. When I asked what quality check was done after the repair, they advised they are not sure what was done by the technician who serviced the TV. I contacted Samsung again and they opened a fault with the same service provider. The provider contacted me a few days later and advised that the issue is due to dust inside the TV and that the warranty doesn't cover the repair and that I would need to pay R1200.00 for the repair. Frustrated, I questioned why the technician had not looked at the initial complaint and images provided as this would point out what the problem was, the technician than had a cheek to tell me that the dust could be from my ceiling due to the TV been mounted on a wall and that I should check for any gaps between the ceiling and check my roof.
Pissed off I lodged a complaint with Samsung's resolutions department, who advised me that they queried the repair with the technician who confirmed that this is caused by dust and that they can't do anything. I requested that Samsung assign another technician as I was not happy with the service and response from the technicians as this has gone on for almost a month but was instead told that this is not possible and that they will be closing the complaint. I also requested for this information in writing from Samsung as well as the report from the technicians which they said would be emailed to me, but I have not received any response since August.
Firstly, does anyone have any idea what the problem could be or had a similar experience with their TV?
Should I lodge another complaint with Samsung and keep bugging them or can I report this directly to the Consumer Ombud?
