Samsung QN800A Neo Series

Not just the TV but Samsung's support – After a year of a top end TV 's use we get a fault. The fault reported in Dec22 diagnosed after two weeks as a needing a replacement panel and then waiting a few more weeks was then told there is no panel in stock a refund was offered which I accepted and was approved on the 1 Feb .... now the 18May and still not actioned(a customer service review to follow detailing that appalling process). So it is hard to be positive about a high end product that fails and then endure premium product support! My expectation in buying a top end TV would provide reliability and failing that the support would be there.....how wrong was I? Update - Now 13Dec23 and still no result. Have had to go to Fair Trading to lodge a complaint. You would like to think or believe the job would flag dedicated call/contact/email. Received one text to call Samsung no name or number. Still no result. Completely appauling - Samsung have all the talk but no action.

Bad Build Quality and customer service – Purchased a year ago. I always had a sound bar with it until I recently moved and my sound system was in storage. I started listening using the TV speakers when I noticed a horrible buzzing. Called Samsung and their technician confirmed it was a design fault with the unit as the back cover was vibrating due to the speakers. Their solution was to turn down the bass.

This is unacceptable as the TV sounds awful. They decided to issue me a refund. This was in April 2022

It is now June and I have been calling every week to follow up on where this is at but all they tell me is that I need my unit collected.

They keep telling me Samsung will call me within 2 business days however we are now over 6 weeks into this process and no one is calling me.

They said the refund will take up to 1 month to process - yet it's been over a month and nothing is happening and no one is taking ownership. Every time i call up I get told that I will be contacted within 48 hrs and yet nothing has happened.

Very very BAD customer service and no follow-up.

Staff are like robots that read off a script and can't do anything.

Considering this is an expensive premium TV, the quality is shocking and the service even worse.

I have since looked on forums and there are quite a number of people experincing this issue.

Bent screen on TV - QN800A Samsung quality dropping- lack of urgency and customer focus – Removed the top of the box of the TV only to find the screen to be crooked - photo taken as the box being unpacked. Having raised the initial concern two weeks ago, two service technician came to inspect the TV - Vibration of the back of the TV on high Bass sounds supposedly fixed via software updated.. apparently a common problem in this TV based on the comments of the technicians

- The two technicians who attended originally measured the deflection in the screen from the side edge to the middle of the TV, initially suggesting that it did not look all that bad and that it was within Samsung's manufacturing tolerances. However, at my insistence that they are doing the deflection measurement incorrectly and that they should be measuring the deflection from one edge of the TV to the other, they re-did this measurement, where they could not reach any real agreement between the two of them on the exact measurement of the deflection, suggesting maybe 2-3mm. I completely disagreed with this and I believe is closer to the 5mm.

-The 2 technicians then proceeded to try to convince me that they have seen other TV's like this from Samsung with the similar issue and that this is normal for a such a large screen and within tolerances. At this point I knew they were trying to give me the run around, where I had to insist that I completely disagree with their comments suggesting to them that this is issue is in fact a QA issue at someone's end:

*Specifically, this product as delivered should not have passed the visual inspection test or their suggested tolerance test.

*When I queried them to advise me what exactly the +/- tolerance is they were unable to answer I told them both there is no way that this product would be acceptable to anyone's Quality Assurance process

*I also then showed them something I spotted on the screen when viewing at angle that morning, where there seems to be a weird ripple like effect in the middle of the TV as well. At this point the more senior of the two technicians seem to get frustrated and became rude several times interrupting me "What do you want?"

*I advised them, that what I wanted was what I paid for, a brand new TV without bends in the screen and that I didn't order subpar TV

PATHETIC & Deceitful: So we went from them saying, there is nothing wrong with TV, to being forced (by measuring things correctly) into acknowledging the deflection in the screen and then them trying to substantiate the deflection as a normal thing in larger size Samsung TV's, but unable to substantiate anything by giving specifics what the +/- tolerance are.

The EXPERIENCE SO FAR WITH SAMSUNG and it's agents has been ABYSMAL as they have repeatedly dropped the ball:

- I did not get what I paid for - Samsung's agent suggested they would come anything from 9am am to 3pm on that Friday, they should give some 2 hour or 1 hour window.. so I had to take a whole days works off work just for this. They rang 30 minutes before hand?!! I waited the whole day then to be told lies. -The agents of Samsung sent to inspect and potentially resolve the matter misrepresented Samsung, specifically in relation to the "tolerances", where I put the same question of acceptable tolerances to another representative of Samsung (who has apparently worked in the QA department), who proceeded to confirm that in having re-viewed the photo's I sent originally to Samsung, the TV screen is certainly not straight.

This week I have written and email requesting a written response by Samsung and followed up 3 times via phone calls- they may as well be completely silent. SAMSUNG: SUBPAR PRODUCTS & EVEN MORE POOR EXPERIENCES