Samsung sold me a $2,000 65" Frame Pro that died under their 1-year warranty. Then came a 3-month obstacle course so absurd their system decided I live at a Best Buy — and I had to lie to their phone tree to reach a human.
@SamsungSupport @Samsung.
If Samsung has put you through something like this, reply with your story and repost this — there's clearly a pattern, and visibility is the only thing that seems to move them. Here's mine:
March: barely a year old, with just 1,573 hours of use, my $2,000 TV went dark — sound, menu beeps, a working remote, but no picture. Samsung's first move was to treat me as a suspect and as free labor. They turned my phone into a "visual support" camera and made me repeat, live on video, troubleshooting I'd already done and told them hadn't worked — my word wasn't enough. To "prove" I'd unplugged it, they expected me to film myself lifting a 65" TV off a wall mount one-handed, risking dropping the very unit in dispute. Requiring video proof of a task, instead of taking a customer's word, isn't diligence; it's disrespect. And they warned that if the fault was deemed mine, I'd be billed and my warranty voided.
A technician swapped the main board, the panel, the power board, and the wireless One Connect box — every major organ of the TV. Still black. He told me himself he could keep dropping in boards until the next one died. A treadmill, not a repair.
About six weeks later, the identical failure returned. As I told them: "There's something fundamentally wrong with this TV." Every replaced part had never once touched the real problem.
Then came the stonewalling. On May 18 I spent 21 minutes opening a second ticket, and was promised a callback in 24–48 hours. It never came. So I chased it myself. At 24 hours, I was hung up on by the automated system three calls in a row. At 48 hours, twice more — until I gave up on the truth and invented a different reason for calling just to reach a human, another 16 minutes wasted. On May 22, the same wall: disconnected again, then an hour and eighteen minutes on a single call. My case, I learned, had been filed under a procedure Samsung "no longer uses," so each time I entered my case number, the line simply dropped. To reach a person, I had to lie to the menu and say I was calling about a microwave. Be plain about what this is: a multibillion-dollar corporation stonewalling a customer over a $2,000 TV, dead under its own manufacturer's warranty.
On May 28, Samsung's own technician declared the unit unrepairable (determination A13, reference 7006854050). His words: "At this point, they're losing money by not just replacing the whole TV." When the company's own repair tech is on your side, it isn't a hard case — it's a broken process.
So I was "owed" a ~$2,050 voucher (tax not covered) — but only after I waited for a third-party pickup, signed their paperwork, photographed it, and uploaded it. Going on three months with no TV, and I'd become Samsung's unpaid logistics coordinator.
Samsung also ran the refund over text, from a "Tommy, Samsung Exchange Team," who requested my full name, address, email, phone, receipt, and a serial-number photo over plain SMS — then warned me to beware impersonators. Step for step, it was indistinguishable from a phishing scam.
The finale: redeeming the voucher, I chose "in-store pickup" — because after three months with no TV, picking one up the same day sounded like relief. Five minutes later, an email said they'd ship it to a Best Buy instead. Samsung's own order confirmation billed it to my home but shipped it to that Best Buy across town: I'd clicked "pick it up today," and somewhere in their systems that became "this man lives at a Best Buy." The store even had the exact TV in stock — I could have carried one home that day — but Samsung's own scheduled delivery blocked the very pickup its website had offered me. Their rep could only say: "Wao, I didn't know it works like that."
The people I spoke to were often kind. The technician took my side. That's the point. This isn't one rude agent on a bad day — it's a process engineered, intentionally or not, to be so exhausting that a reasonable person gives up. That's not a bug in the process. It is the product.
And it is still happening as I write this. On Friday afternoon I was told I'd get an update within 24–48 hours — I made them confirm they meant actual hours, not business days — on fixing the delivery. That window closed this afternoon. Nothing. I've lost count of the "24–48 hour" and "3–5 business day" promises Samsung has made and broken, every one of them over this same single TV.
@SamsungSupport @Samsung @SamsungUS — I don't want sympathy. I want it made right: deliver the replacement to my home, with a new full warranty from the date of delivery; cover the tax; and fix the IVR, ticketing, and ship-to-Best-Buy failures so the next customer isn't put through this.
A warranty is supposed to be a promise. Samsung's turned out to be a maze — and you don't find out until you're already inside it.