I bought a brand new ** inch Crystal UHD Samsung television from Amazon that I received...

GetHuman5606413's customer service issue with Samsung from January 2021

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The issue in GetHuman5606413's own words
I bought a brand new ** inch Crystal UHD Samsung television from Amazon that I received this week. When I opened the packaging to set up the tv with my daughter we began to pull off the protective plastic placed all around the screen. However, in doing so we came to find out (unfortunately too late) that unlike any of our previous Samsung tv purchases, this had some sort of extra layer of plastic that appears to be covering the screen. This was not marked with any type of warning and it was not completely adhered to the front of the screen in the top left corner which completely gave the appearance that it was just another thin layer of protective plastic to be removed. I have tried to obtain a resolution from three calls to Supervisors at customer care. I was told that I damaged the screen and I needed to call a technician to fix it and that I breached the warranty. I called two separate technicians who had never heard of this type of screen that told me that if there was any loose plastic that it was part of the packaging and I should pull it off. I have since done some research online and found a forum of people who have dealt with the same issue with Samsung for years. In the last few days I have tried to make my case with two separate supervisors and each one refused to give me their direct contact information but assured me that they would look into my complaint and call me back the same day at *:**. Neither of them have called and I’m assuming this is how they respond to complaints. I am a fifty year old attorney who has been a loyal Samsung customer for years and this is my third television purchase. I am frustrated, discouraged and upset that I have not received any offer to resolve this issue and that there is no recourse or oversight of these supervisors. I was honest about my mistake but this has clearly been an issue for years and warnings should have been placed on the screen and in the up manual. Any assistance you can provide would be appreciated to show that there is some recognition of error on their part or loyalty to their customers.

GetHuman5606413 did not yet indicate what Samsung should do to make this right.

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Customer service issue
Reported by GetHuman5606413
Jan 1st, 2021 - 3 months ago
Not resolved
Seen by 16 customers so far
Similar issue to 2154 others
0 customers following this


GetHuman5606413 started working on this issue
Jan 1st 3:40pm
GetHuman5606413 indicated the issue is not fixed yet.
Jan 1st 8:35pm