Horizontal lines across screen on brand new Neo QLED 65” TV

[rich118]

I unboxed my new Neo QLED 65” TV 2 nights ago (purchased from Amazon), set it up, and there are very prominent horizontal lines/stripes across the whole screen. They are visible regardless of the input port used or the input device used. They are visible on the TV’s Home Screen, and also when using any of the apps, so the issue is not my cable box or HDMI cables or anything but the TV itself. 

I’ve run the Picture Test diagnostics, and the issue is present there, too. I’ve tried several other troubleshooting steps I’ve found searching online, but no joy. I called Samsung support and got onto a live text chat with an agent who ran me through the same process, but no improvement. That took 15 minutes. Then it took another 45 for him to submit a ticket for a tech visit. I’m still waiting to hear back from the repair technician, so I have no idea how long I’ll have to wait for a visit. 

in the meantime, anyone have any suggestions? I think it’s defective, and I doubt a technician will be able to fix it.  I’m tempted to initiate a return, but this TV is big, and I’m not sure how that’s going to work. Thanks 

[Srb79]

It is defective, bad screen.

[Robin621k]

Return it!

[rich118]

I made the mistake of buying this from Amazon during Prime Days.  I got a great price, but the only option Amazon is providing me is return, not exchange.  This means my only recourse is to repurchase it at a higher price.  What a scam.  I just spent an hour on an Amazon customer service chat, escalated the issue twice, and then they terminated the chat because I refused to accept that they had no ability to offer an exchange.  Really?  One of the largest retailers in the world can't simply offer an exchange for an item that was unusable on arrival?  That just seems crazy to me.

So not only do I not get a replacement, I have to go through the trouble of repackaging this 65" TV and somehow getting it to a drop-off location.  Maybe I get the shipper to pick it up at my house ... need to check that.  Still, what a **bleep**' pain.

[Robin621k]

What number did you call?

Try this number!
2069220880

[LongHiker]

@rich118 When you unpacked it from the box, did you remove the protective film from the screen? It should be pretty apparent if you haven't removed it. 

[rich118]

Yes, I removed the protective film

[rich118 · Accepted solution]

Samsung has come through.  I give them credit.  They recognized there was no repair option, and they texted AND called me to say that I could be eligible for "accommodations".  Didn't really know what that meant (hotel room?), but when I called back, they submitted their first offer:  Full refund in the form of a Samsung.com purchase credit and removal of the defective unit.  Unfortunately, that wasn't super great because it still meant I would have to repurchase the same unit at a higher price.  I said I was looking for an even exchange, and then ...

I was offered an exchange, at no charge to me, including removal of the defective unit, and the replacement for my 65" Neo QLED would be a 75" Neo QLED!  The agent wanted me to verify the larger TV would still fit in my chosen location.  Heck yeah!  It's going to take a few weeks to process, but all approvals have been granted, and it's moving forward.  Crazy, right?

[Samsung_Moderator]

That's great to hear! Please feel free to send any moderator a private message if you have any questions about your ticket! 

[TrueDewLikeFirst]

What is your detail model name?