I Lost Picture on My Samsung Frame 65 QE65LS03AAUXTK—They Want ₺19,000 for Screen Repair

Ali · 2025-04-27T18:03:27+03:00

About 2.5 years ago, I purchased the Samsung Frame 65” TV (model QE65LS03AAUXTK SS66) from Media Markt. It was a premium, feature-packed product that I paid a significant amount for, expecting long-term reliability. But out of nowhere, while watching TV, the screen went completely black—no picture, no warning, just gone. I contacted Samsung service immediately. They picked up the unit and later called to inform me that the screen had failed and would cost ₺19,000 plus service fees to replace. That’s outrageous. After doing some research and reading through user complaints, I discovered that this exact issue is happening to many people with the same model. It’s clearly a chronic defect, not a one-off case. Samsung’s response? “Your 2-year warranty has expired.” That’s unacceptable. A premium television like this should not completely fail in just 2.5 years—especially not from normal, everyday use. I expect Samsung to cover the full cost of the screen replacement given the widespread nature of this issue.

Ali

Samsung rejected our request for a free repair for the panel malfunction on our Frame65 TV and demanded a fee of 32,680 TL for the repair. Later, a customer representative called and said they could offer a discount. I rejected the offer and applied to the Consumer Arbitration Board. We chose one of the company's flagship televisions, but apparently, we made a mistake. How normal is it for the biggest malfunction to occur right after the warranty period ends? Is this the product quality and continuity of the brand? If you provide service like this, do you think people will choose you again when shopping?

Ali

We bought our Samsung Frame 65 TV in June 2022 and had it installed in August 2022. A few months after the warranty expired, it broke down. We were told it was the biggest possible screen malfunction and were charged a repair fee of 32,680 TL. After our objection, a 50% discount was applied, and in June 2024, the screen was replaced and repaired for a 750 TL service fee and 16,340 TL for the screen. We even bought and installed a surge-protected power strip from the service. It has been almost a month since the repair, and now the TV has malfunctioned again. Horizontal and vertical lines have appeared on the screen. Do we have to keep dealing with this all the time? We do not want to call the service again and pay more fees, and it is obvious that this TV model has a general chronic defect, and we keep experiencing problems. We are really fed up. We demand that our grievance be resolved as soon as possible and that the TV be replaced with a new one.