Samsung 58CU7000 Screen Darkening Issue Repeats Under Warranty, Replacement Denied

I purchased a Samsung 58CU7000 television from Hepsiburada.com on February 26, 2024, and began using it on the same date. Before even two months had passed, in April 2024, screen darkening issues began to appear. When the authorized service visited for the first time, they merely told me to “manage for a while,” and the problem was not resolved.

In November 2024, the authorized service visited again and fixed the issue, but in December 2025, the same problem reappeared. The service intervened once more and resolved it, but experiencing the same fault multiple times within a short period has completely shaken my trust in this product.

I purchased the product via Hepsiburada with order number 394423185, and since the warranty period is still ongoing, I requested that the television be replaced with a new one if the same fault were to occur again in 2026. Despite this, I had to repeat my replacement request many times.

On December 19, 2025, at 14:03, I was called by Ms. Nazife from the number 0216 225 01 20, who stated that she was conducting a customer satisfaction survey on behalf of Samsung. I clearly told her that my request had not been met and that I could therefore only give a score of 1–2 out of 10 for satisfaction.

Following this, I was called from 444 7 711 by Ms. Hatice, to whom I explained the entire process once again. She said she would get back to me and later called at 15:49, stating—in a rather inappropriate and hurtful manner—that as long as the television was not currently malfunctioning and the technical service had not issued a replacement report, no replacement could be made.

As a consumer who is still within the warranty period and who has already experienced the same fault multiple times, I do not accept being made to feel as though it is unreasonable to request a replacement before another breakdown occurs. Throughout this process, I have personally seen that Samsung does not prioritize customer satisfaction or a solution-oriented approach.

It is also clear that if the same problem recurs after the warranty period ends, service and repair fees will be charged to the consumer, despite the product’s documented history of repeated defects. As someone who has experienced recurring screen darkening issues on a Samsung 58CU7000 TV under warranty and has not received a satisfactory response, I am requesting that my television be replaced with a brand-new product in order to prevent further recurrence and to restore my trust in the brand.