On March 31, 2024, I purchased a high-end 65-inch OLED Samsung TV, model 65S90C. It was installed during the same week, officially powered on, and then packed away again as it was intended as a dowry item. Later, on June 2, 2024, after moving in, I began regular use of the TV.
Starting from the third month of use, the TV began displaying random blackouts and horizontal lines on the screen. Hoping it was a temporary glitch that a software update might fix, I continued using the device. However, no update resolved the issue.
On January 8, 2025, I recorded a video of the malfunction and, trusting Samsung’s reputation (while also struggling with my own busy schedule), I delayed filing a service request until April 14, 2025. The technician visited my home on April 16, 2025. I personally showed him the issue and shared the recorded video.
Shockingly, later that afternoon, I received a message claiming the case was closed because “no fault was found.” This is absolutely unacceptable. The TV continues to suffer from screen blackouts and horizontal lines.
Subsequent videos were recorded on April 20, 2025, and April 23, 2025, further proving the ongoing problem. I have attached all evidence, including the product invoice, video files, and screenshots with exact recording dates.
I am demanding a complete replacement of my faulty TV. Samsung is refusing to take proper responsibility, claiming either no issue exists or that even if it does, the unit would only qualify for repair — not replacement. They are trying to brush off the problem without providing a real solution.
Since April 14, 2025, Samsung has not handled this matter seriously. Every time I call, I hear the same excuse: "No fault detected." I expect a full and immediate resolution and a brand-new TV to replace this defective product.
Although my contact information is available on this platform, they responded by saying they could not reach me. I did not expect Samsung to be such an uninterested company.
As of 28.04.2025 at 16:15, they called me again from the service center. They said they can't replace it because no fault was found. They haven't done any work to detect the fault. But they keep saying no fault was found. I have 3 different videos from 3 different dates. Despite this, they say no fault was found. They are treating the customer as if they are lying. They never try to solve the issue. If this continues, this will probably be the last time I choose this brand.
As of 17.05.2025, they redirected the service again on 01.05.2025 and confirmed themselves that the device was faulty. However, despite 16 days having passed, there has been no progress, no action, or response regarding the replacement of the television with a new one. I have really started to think that they are trying to wear me down.
As of 30.05.2025, they say that the evaluation processes regarding the exchange are still ongoing upon my calls. The process has been ongoing for months. We still have not reached a conclusion.
