I’ve bought a 55in 8K QLED TV from Samsung directly from Samsung web shop, in partnership with Scania Benefy,, expecting it to be high quality durable appliance, however my experience with them turned out to be a real nightmare.A couple of months ago I’ve noticed that some areas of the screen had some flashing white pixels that became permanent black. this per se was very distressing but out of a sudden the TV start to restart itself every 5 minutes, making it impossible to watch it. I rose a complaint to Samsung web chat and had a repair assigned. The technician that came to my home connected with the TV and found many errors reports logged in my TV. He told me that it was a common defect and told me the TV would have to be taken to the repair shop for repair. He was expecting the screen to be replaced and advise that might take 2 weeks.Today I have an email from Samsung saying that the will be reimbursing me amount I’ve paid for the TV. However, as electronics prices has gone up in the past years and Samsung is not offering any 8K TV in 55 in, I would have to opt for a low quality product now what is completely unacceptable.I have chosen Samsung for it’s quality and customer care, and decided to pay more for a premium brand to have some peace of mind that the product I was investing money in would last for a long time. However the experience of a premium product (at that time the highest grade available) failing to delivery what it promised, in such a short period of time is very disappointing and makes me feel that Samsung product are not as high grade as they were before.I understand that things can go wrong with any electronics but the reaction from the manufacturer when that happens to make things right to the customer as quick is possible is very important to keep brand reputation. In this case I’m afraid I’ll need to say that Samsung’s response just damaged more it’s image. I had to go through many departments, from workshop to sales and none of them could produce a sensible solution to my case. The internal bureaucracy is as such that the departments cannot talk to each another and refer to one another as they were a different company. As a customer I relate to Samsung as brand, not Samsung sales, Samsung shop or Samsung repair. the fact that this level of poor communication and disorganization is exposed to a customer that easy tell a lot of how competent and careless a company is.I am raising this formal complaint and would like you to reassess my case with whatever department you need and write back to me as soon as possible. As I mention before, I cannot accept a new TV that doesn’t have similar image and sound quality as the former one. If Samsung is producing any TV with that standard anymore, please be an honest company and offset the cost to next level.
