Ongoing Fault with Samsung 75” AU8000 TV - Multiple Repairs and Denied Replacement Request

Hello everyone, I am experiencing ongoing issues with my Samsung 75” AU8000 Crystal UHD 4K Smart TV . Despite having this TV repaired multiple times, I am still facing the same problems. Below is a timeline of my experience:

1st Incident (December 2024): - Screen Panel Replacement
I contacted Samsung customer support and had a technician inspect the TV. After the technician’s inspection, two technicians came on 10th December to repair the TV. I was hopeful that this would resolve the issue.

2nd Incident (January 2025): - Mother board Replacement
Less than a month later, the same issue occurred, and I requested a replacement rather than a repair.
The Samsung representative insisted on a repair, stating that no stock was available for replacements. I reluctantly accepted. The technicians came again for the repair on 24th January.

3rd Incident (February 2025): Screen Panel Replacement
Just days after the second repair, the issue persisted again. I contacted Samsung customer support once more, requesting a replacement. I had another technician inspection on 4th February, and once again, I was told that the only solution was another repair. At this point, I have been told by Samsung that the only solution is a repair, even though the TV has failed multiple times in a short period, and this clearly falls under a major failure as defined by the Australian Consumer Law.

Despite my repeated requests for a replacement due to the ongoing nature of the faults, I have been denied this request every time.

Has anyone else experienced similar issues with Samsung, particularly when requesting a replacement under Australian Consumer Law? Any advice on the next steps if Samsung continues to refuse my replacement request would be greatly appreciated.

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Comments

  • What is the issue?

    • +1

      Sorry, I just edited the problems on the post.

      • At this point, I have been told by Samsung that the only solution is a repair, even though the TV has failed multiple times in a short period, and this clearly falls under a major failure as defined by the Australian Consumer Law.

        Create a case with ACCC with your preferred outcome ?

  • What’s the issue though? Does it render the TV inoperable? Or is it cosmetic or minor?

    When did you purchase it? It’s an entry-level TV from 2021 so might find it difficult to claim ACL cover even if definitely should last 4 years minimum. You should ideally do so from the retailer you purchase from, if not Samsung direct. Next step would taking them to xCAT.

    Samsung have an awful reputation here for consumer care across almost all product ranges. You may want to raise an ACCC complaint but note they don’t get involved in specific cases but collate general data.

    • Sorry, I just edited the problems on the post.

      • +2

        I'm not seeing any specific problem?

        • Hi there,

          The first issue was the screen panel malfunction and Samsung replaced it.

          The second issue was the main/mother board malfunction and Samsung replaced it

          The third issue was the screen panel malfunction again.

          Thanks

          • @BBH09: What was wrong with the screen?

            What was wrong with the main board?

            • @stuffandthat: To be honest with ya, The screen was black out and only sound. And second time the screen was fully white.

              I got told from the Samsung technicians those problems need to be replaced with new screen and main board.

              • @BBH09: What @giu said below. Those are definitely major faults and you should get a refund or replacement (with newer model). Stand your ground, argue your point, and keep at it till they relent. If they don’t, hang up nicely and try someone else in 15 mins.

                • @Hybroid: Thanks for your advice. However, I have done it and call someone from the same VOC (Voice of Customer) and they advise only the person before can help you with. They are very firm on the decision.

  • +6

    I’d consider a “screen replacement” or a “motherboard replacement” alone a major fault. But 2 screens and a motherboard - clearly something is wrong. Ok they can’t replace it. So ask for a refund. Get them to pay you the refund and they can come and take it away. If you purchased from a retailer other than Samsung, maybe try them instead. Stand your ground. Explain you have tried it their way, you would not have purchased it if you knew of this major issue and keep insisting on a refund. Keep quoting the ACL and their obligation to adhere to it.

    If that doesn’t work, then your only real course of action is whatever consumer advocate in your state (Departmenr Fair Trading) and lodge a complaint. Maybe a credit card charge back might work too.

    • Thanks for your advice

  • +4

    I wouldn't have even gone this far - 1 shot and a replacement or refund. If not, straight to ACCC or Fair Trading.

    Companies need to fall in line and if they refuse, the best way is to make their life painful with government bureaucracy and fines (each complaint level and failure costs them money)

    • Thanks for your advice

  • +2

    When did you purchase it

    • I purchased it in 2022

      • And the warranty period is?

        • +1

          Its never about warranty period. Its about cost and expected and reasonable life of a product being used appropriately.

          A TV should last, without issues, more than 2 years.

          • @Benoffie:

            Its about cost and expected and reasonable life of a product being used appropriately

            Wish you all the best with Samsung :)

          • @Benoffie: I know that.

            I was asking to try and perhaps guess that the warranty is 3 years and Samsung are trying to drag it out until that time

            And yes, I'm also aware that that could be irrelevant, depending on how the faults are reported/spun by Samsung

  • +1

    ACL refund due to major multiple repairs and on going issues.

  • These Crystal TVS are trash. Ours kept getting backlight failures, so it had visible dark spots in certain scenes. Apparently this is normal on these TV's. Couldn't do much as we were a few months out of warranty. Pretty poor that they can say the expected life of a TV is only one year.

    These TV's have many known issues, push to get a refund and buy something decent. We replaced ours with a new TCL 75C855 and it is a far superior TV and they come with a standard 3 year warranty.

  • We have 3 of these cheap Samsung TVs in the office I work. One was bought before my time, about 6 years ago and I bought 2x more roughly 3 years ago. They are used all day for Teams meetings and luckily haven't had any issues so far. I have also bought a few more for our other offices and no one has complained so far.

    I may start looking at alternatives as don't want to have any such issues at work. What are people's recommendations for cheap and reliable 75inch TVs. The picture quality almost doesn't matter at all in our use case.

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