Samsung Refuses Replacement for Defective OLED TV Despite Recurring Burn-In
6.03.2025: On March 16, 2025, I purchased a Samsung QE65S OLED TV from Media Markt.
The listed price of the TV was $2,307, and I bought it at a discounted price of $1,782. I also paid about $117 for insurance and extended coverage.
The TV was installed on April 4, 2025, and that same day I noticed burn-in on the screen. I immediately filed a claim. Samsung inspected the product, acknowledged the issue, and replaced the TV with a new unit.
However, on December 4, 2025, the same burn-in reappeared in the same areas of the screen. I filed another complaint. This time I was told repeatedly that it was a systemic issue and was strung along for at least two weeks without any concrete resolution.
Despite having insurance and extended coverage and despite this exact same issue happening a second time in the same spots, I repeatedly stated that the TV was defective and should be replaced with a new or equivalent unit. Even so, my request for a replacement was not accepted. I was told they could only offer repairs and that no other action was possible.
Because the LED burn-in keeps happening in the same areas, I believe this TV has a chronic defect. I paid a significant amount for the product and additional insurance, yet I’ve faced the same problem twice in a short period and am being forced to accept repair instead of replacement.
I am dissatisfied with Samsung’s approach, which I feel ignores my consumer rights. For this TV, which I believe to be defective, I am asking not for repair, but for the TV to be replaced with a new unit or for a refund of the amount I paid.
I want my complaint to be taken seriously and my grievance resolved promptly.
