I have been working with Samsung for 2-months to either fix my SAMSUNG 77-Inch Class OLED 4K S95C Series Quantum HDR Smart TV. Samsung sent the same repair person to my house three times, each time saying "the TV is broken, but Samsung doesn't let repair techs say that, so I have to report that there is nothing wrong with the TV since it can't be fixed". I had to miss 3-days of work to let the repair person into my home, and lost time and income because of it. I reported it to Samsung after each repair attempt and they called me "a liar". I thankfully recorded the conversation with the repair person and sent it to Samsung, who then opened an investigation.
I spoke with a case manager for a few days, we had pleasant emails, and they arranged a conversation with an engineer. The engineer confirmed that the TV has a known, non-repairable design flaw. After this conversation I waited a few days and found out my case was reassigned because my original case manger went on vacation. My new case manager denies the TV is broken, ignores all aspects of my case, is offering a terrible solution, and continues to lie. I have asked repeatedly to have my case assigned to my original case manager and was denied several times. I called the office of the president and they refuse to reassign my case, or let me speak with another manager, or let me file a complaint against my new case manager. I emailed the office of the president and no one has responded. Is my only next option is to file a complaint with the Attorney General office about Samsung's deceptive practices? What should I do next?
Hello jrpm, Welcome to the Community. We understand how upsetting it is that the TV is not working and has not been repaired.
The community operates on a peer-to-peer support model. While our members offer valuable insights and assistance, certain inquiries are best supported by a Samsung directly.
