Samsung Refuses to Refund After a Dodgy Fix UA65KS8500

LMarf183 on 05/06/2018 - 15:21
Last edited 06/06/2018 - 09:06 by 1 other user

Hi All,

Im a long time user & first time poster and was hoping I could get some advice.

I recently had the screen/panel on my $3k, UA65KS8500 Samsung TV die. I had had owned it for just over a year at this point (about 14 months) so Samsung happily sent out a licensed repairer to provide a new panel. After the new screen had been installed I noticed a large amount of back-light bleed that I initially thought would be okay but after a few weeks has become horrible when viewing any movies at all (in the evening especially).

I have since contacted Samsung who have sent the licensed repairer out again to have a look and they refused to repair/replace the screen saying "I can see the issue" but "its within Samsungs specs so we cant replace it". He also mentioned that its a common issue with this particular panel so even if they did replace it, it could end up much worse. He then proceeded to offer to lodge a formal report with Samsung stating I am unhappy with the screen that would be escalated to Samsungs head office where they would deal with it - which I agreed to.

Samsungs head office has now contacted me saying because the service professional has said the TV is within specification, they will not do anything. I asked if there was any way to escalate this further with them in which the reply was no. I am unsure how to proceed from here. Any advice is very much appreciated at this point.

Images:
https://imgur.com/0vZuutw
https://imgur.com/19XUBRY
https://imgur.com/SopjrMD
https://imgur.com/GEIixY7

Thanks!

Electrical & Electronics Samsung TV

Related Stores

Samsung
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Comments

  • stirlo on 05/06/2018 - 15:25
    +5

    Take it back to the shop you purchased from and demand a fix there under ACL. Suggest an acceptable remedy would be to switch your unit with the display unit from the store.

    I'm sure Samsung will be able to sell plenty of "within spec" TVs to customers when the display one looks like yours does!!!

    • havebeerbelywillsumo on 05/06/2018 - 15:34
      +3

      Agree, those pictures strongly say "not fit for purpose".

      Damnsung can take their "within spec" and shove it, completely irrelevant when "not fit for purpose".

    • theguyrules on 05/06/2018 - 15:48
      +2

      It's kind of hard to bring back a 65" TV to the store, but do you think at this point the original store would do anything? Its 14 months after the purchase.

      For the record I had 4 of these with the same issue and eventually got a refund, all within 2 months.

      • follow on 05/06/2018 - 16:26
        +1

        store has to arrange it for you if you cant

    • Marf183 on 06/06/2018 - 09:04

      Thanks stirlo (and everyone else), I will contact the store (jb hifi) today!

  • Topdog on 05/06/2018 - 15:36
    +3

    as Stirlo states, take it up with the place you purchased it at! they have to look after you under da law…..

  • AdosHouse on 05/06/2018 - 17:23
    +3

    Bloody hell that is a shit-tonne of bleed. I wouldn't expect an Aldi or Big W special to have that much, much less a $3k Samsung.

  • chumlee on 05/06/2018 - 18:14

    Licensed repairer?

    Driver licensed?

  • vinni9284 on 05/06/2018 - 18:14
    +2

    Wow what crappy customer service from Samsung!

    You hear from others, that they have replaced a TV that are over 5 years old. I am not sure why they are stuffing you around.

    I have the LG UH770T and it is renowned for DSE and compared to your Samsung "bodgy" repair, mine looks like an OLED regarding the blacks.
    This TV is not even an ISP and going by the terrible back-bleed, it resembles it.

    I would def escalate this.

    Good luck

  • ronnknee on 05/06/2018 - 18:42
    +1

    That's some serious bleeding issue. Screw their specs. Consider posting the photos on their social media and let the public decide if that's acceptable.

  • Richardc on 05/06/2018 - 18:43
    +1

    Put these pics on facebook and twitter, and tell everyone that's within samsung's specification. Also ask samsung send you the specification for light bleeding.

    • coxjon on 05/06/2018 - 21:18
      +2

      I too am interested in this "within spec". Do they have a black sheet of paper with white blobs all over it and hold it side-by-side with the TV or what?!

  • chartparker on 05/06/2018 - 19:15

    My KS8000 had similar issues with backlight bleed (after being panel-swapped twice due to discolouration at the edge of the screen). Luckily for me Samsung came to the party and swapped it out for a brand new Q7 after about a month of communication. The brand new Q7 then had its logic board die 2 hours after I unpacked it… so I then had to wait two more weeks until they got a replacement part to get it fixed. All up took me over 6 weeks to enjoy my brand new tv lol

  • oscargamer on 05/06/2018 - 19:30
    +1

    Read about 'major' fault under ACL

    Would you have bought that TV if you had known that was what it would look like?

  • garetz on 05/06/2018 - 21:23

    Thats the worst backlight bleeding ive ever seen, make a complaint to the accc.

  • mctubster on 05/06/2018 - 21:59

    Take your photos into the store where you purchased, state that the TV has a major fault that needs remedy.

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