My Samsung QLED TV Developed Screen Burn-In Despite Warranty Claims

The respondent is Samsung Electronics Istanbul Marketing and Trading Ltd. Co., and the subject of this complaint is my request for the free repair or replacement with an equivalent product due to a defective good (QE65Q60CAUXTK TV). I purchased a Samsung 65-inch QLED television with model number QE65Q60CAUXTK on September 30, 2024, from Vatan Computer Dudullu Branch for approximately $760, as shown on the attached invoice. In January 2026, a screen burn-in/panel defect occurred on the television without any misuse on my part. During the inspection by the authorized service, no concrete evidence was presented, and only speculative statements such as “possible liquid contact or voltage issue” were made. Based on these assumptions, I was quoted an on-screen repair cost of approximately $806, which exceeds the original purchase price of the product. The television has been used with extreme care; even the protective frame films are still intact, cleaning has been performed only with microfiber cloths purchased specifically for this purpose, and the device has always been connected to a surge-protected power outlet to guard against voltage fluctuations. Therefore, the claim of liquid contact does not reflect the truth. Despite Samsung’s publicly announced “10-Year Screen Burn-In Warranty” for QLED models, this defect was excluded from warranty coverage, causing serious consumer harm. Under Article 11 of Law No. 6502 on the Protection of Consumers, in cases where a product is found to be defective, the consumer has the right to request free repair or replacement with a non-defective equivalent. My legal evidence includes the invoice, warranty certificate, service forms, and product photographs. For these reasons, I respectfully request that the defective product be repaired free of charge or, if repair is not possible, replaced with an equivalent non-defective product in accordance with the relevant provisions of Law No. 6502.