Samsung Won't Honor Warranty

[craigrog7]

After literally having to throw out out our last $550.00 (58" UN58RU7100FXZA) Samsung TV because the screen went completely black in just over 3 years since purchase and it would cost too much to repair, we decided to give it another shot and purchased a Samsung UN50DU7200F DU7200 Series - 50" Class TV which is still under warranty. Within 8 months of purchase the screen looked like this:

We contacted Samsung for a warranty replacement but they insisted that our only option was a repair. My first concern was, if this happens again, after the initial warranty had expired, what type of recourse would I have? Nobody in support would clarify this for me. Our TV was picked up and taken to a repair center. Upon return, the TV was reinstalled and while the picture worked now... but the colors aren't right. This was not an issue before the screen went haywire and was replaced. Every person looks oversaturated (greenish-yellow with bright white areas on the faces). Below is a comparison of a normal looking Samsung TV in our living room:

vs the one that was repaired:

More examples:

After hours of attempting to resolve the issue with support (a reminder that the TV is still under warranty), a tech is sent out to try and address the issue. The tech went through all the settings that I'd already gone through several times with support and was unable to fix the issue but acknowledged that the colors didn't look correct. We even moved the TV to a different cable box attached to a different TV with a normal picture to eliminate the cable box as an issue. He performed a video call with his superior (which I could hear) and ran a device care diagnosis which reads "good". Then even though the tech was telling them that the picture didn't look correct, the supervisor insisted that the device was fine based on the diagnostic and they couldn't help any further. Our repair ticket was then closed. Several more hours were spent on the phone with Samsung support who tells me that can't help because the ticket was closed by the repair center... so I contact them and they tell me the can't help me unless Samsung support opens a new ticket.

This is completely ridiculous. Two Samsung TVs that failed in two years. Many, many hours wasted on the phone with no resolution and a company that will do anything not to replace a a bad product that is still under warranty. Needless to say I'm very unhappy with Samsung. Buyer beware.

[realaud]

Warranties only cover repairs, not usually replacement unless you buy a care+ package.  If they repair it, the problem is unlikely to recur, since that issue you are having is an issue with the mainboard/video board.  Those can't be repaired, they are replaced.  Once a mainboard is replaced, you essentially have a new TV.  So, they are actually honoring the warranty by repairing it at no cost.  You have to read the fine print on any warranty for any product from any manufacturer.  A warranty is a warranty against factory defects, not a guarantee of a replacement unit - unless they deem it unrepairable.  These days, almost nothing is unrepairable because electronic devices and appliances are all made with components that are easily swappable.

[craigrog7]

If the TV worked perfectly, like a new television after the repair was made, I wouldn't be wasting my time here. Yes the TV has a picture, but it doesn't look the same as it did before the screen went haywire before the repair was made. The colors are completely off—I'm not imaging this. All I want is for the TV to work correctly. It's still under warranty and I can't believe I have to jump through these hoops just to get Samsung to fix it properly. Is it too much to ask that when you buy a product for a company, that it actually works?

[realaud]

It is not too  much to ask that a product work.  In most cases, there are no issues with any manufactured products, but some things either escape quality control, or are unknowable at the time of assembly.  Could even be a failure of a part not manufactured by Samsung.  Samsung is correct that the warranty only covers repairs not replacement.  99% of warranties for ANYTHING say the same.  It is incumbent upon you to read the terms of the warranty and what it entails.  Replacement products are rarely given, unless it's for a product deemed totally unrepairable or is more cost effective to replace than repair.  Every television I ever had had a control to adjust the color, tint and hue. If a new mainboard/video board was put in, you must readjust those settings. I also know that certain broadcasters (CBS for one) use equipment that oversaturates, so if one does adjust the colors while watching CBS, all the other channel colors will be off.  

A car manufacturer is not going to give you a replacement car, they will repair what's wrong under the warranty.  Unless you keep bringing it back for the same issue more than 3-4 times, the lemon laws don't kick in. You have to jump through hoops to get a replacement under most states' lemon laws (my sister is in the process of that now).   There are no lemon laws for appliances.  Even if there were, you'd still have to have the same problem multiple times.

[realaud]

Also, this is a peer-to-peer user help forum.  No one here can help you with your beef with Samsung.  Try the CEOs troubleshooting team, but likely they will tell you the same thing. https://www.samsung.com/us/support/contact/email-the-ceo/