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I purchased a Samsung Tv from Croma on August 13th 2022. The model number of TV is Samsung AU9070 43-inch 4k tv. Initial impressions of the TV were pretty good without any problems for almost 6-7 months. During the month of April (i.e. the 8th month from date of purchase) i suddenly started noticing white spots on left side of the TV while gaming and pretty was shocked at it at first sight. But initially I thought that it was due to the content that i was watching so after that just to confirm I tried out different contents from YouTube and several OTT platforms and i noticed the White Spots in the exact place in those contents as well. Both while gaming as well as watching OTT contents the White Spots were visible clearly and this is when i figured that there is something wrong with the Television and I immediately raised a service request with Samsung to get is resolved. So, they arranged a service engineer visit for me and he visited my place on May 14th 2023. The engineer who visited my place was very rude at first glance and didn’t even bother to ask what my problems were and simply he was performing some tests that was not even related to what my problems were and he said that he will give further updates in 2 days. As expected, the engineer didn’t give me any update in 2 days as he mentioned during the visit. So, after 2 days I immediately contacted the Customer Care of Samsung to get info on the service request which was on May 16th 2023. The Service Team told that the request is on hold since the parts were required for the request and also they mentioned that the part is nothing but the panel to be replaced and they also mentioned like the Service engineer will contact me once parts are delivered. After this communication with customer care, I checked my phone once again and somehow I found all the communication I received from Samsung regarding the service request which included all the parts communication as mentioned by the customer care. So, after all this phone messages that I received from Samsung and the communication with customer care finally I was hoping that they were going to repair by Tv .So I waited for one more day hoping that after all parts are received the engineer would call me to repair my TV but still he didn’t call me. So I called him on May 17th 2023 once again to inquire regarding the service request but this time suddenly he started to say like this is a common effect found in all new Tv's and hence it cannot be repaired and the team has decided to close the request. After requesting all the parts required for my Service request also for which I received the message in my mobile that parts has been delivered at the service center and the engineer will call me to repair the TV, suddenly they were saying like it cannot be serviced and that service engineer simply cancelled my request. He was repeatedly saying that this is Common in all new Tv's but it was not the case initially and I can definitely say that it started to show up only from 8th Month (April 2023) and after seeing this issue for a while immediately contacted Samsung customer care regarding this. Also, I asked the store person of Croma regarding this issue who are regularly dealing with New TV's and they said that it's clearly a backlight bleed issue and it will definitely not be common in All Tv's.
After a very pathetic experience for the Service Request from Samsung India, I shared a mail to the Service Head department of Samsung on 26th of May with total frustration due to the poor quality of service offered for the Service Request Number-[protected] and how rude the technician handled the Service Request. After sending the above mail I was hoping that I would get a proper resolution at least this time due to the involvement of the Service Head Department. But till now I haven't got any proper resolution for the mail shared above. After the above mail was shared with the Service Head immediately the next day a person from Samsung Head Office called me and mentioned to me that he was assigned to handle this request on Priority. His name was Akash PB and will attach all his details as an attachment. He was enquiring everything about the request initially and arranged for a conference call with the POC of the service center involved in my service request (TVS Electronics Limited) and everyone mutually agreed for an engineer visit once again. But this time before the engineer visit I tried to gather all the possible proof to show the engineer and try to make him understand that there is a defect in Tv or else this time also the service engineer would come and simply say that that it is Mura Effect which is common in All latest TV's. Initially before purchasing this TV I saw YouTube Videos of a particular YouTuber where he has posted many videos covering all features of this particular TV (Samsung AU9070). After seeing all his YouTube videos, I got very impressed with the features of this TV and I decided to buy it at first place. So, this time I decided to play the same video that he uses for testing some feature in his TV and decided to take a side by side of my tv along with his tv so that the visiting service engineer could easily understand that there is a defect. This is when I even realized that his TV which is the same model as mine didn’t have Mura Effect at all and the Service Engineer who visited initially clearly was trying to cheat me by giving false information. I constantly repeated to him that the white spots on the left side of the TV didn’t appear initially and started to appear only from April 2023 but simply he ignored the statement I said and closed the request. Finally, the service engineer visited my place on 31st May 2023. The engineer who visited this time was very polite and he patiently heard all my problems and he asked me to share all the photos that I have captured regarding the issues with my TV so that he can send it to the respective team of Samsung. So I was very happy after with the engineer who visited this time and I sent all the possible photos to show as proof hoping that I would finally get a proper resolution for the service request after having such a frustrating experience from the past communications. So the engineer also mentioned that he provide me an update in 2 days and also I had great hopes that he at least he would keep up his words as promised but till now I haven’t any got any updates from Engineer as well as from Akash PB who was assigned to handle this request from Samsung Service Head office.
I don't know why Samsung is refusing to repair my TV and simply trying to ignore my request and cheat me by saying that this is a Mura Effect. Is this any Shady tactic followed by Samsung to dodge my request until warranty so that finally after warranty Samsung can charge me for the Repair. Because I have shown enough proof but till now are they not convinced. But definitely I can say that I Haven't experienced a service request of this poor quality from any of the companies that I came across and this has been the most stressful and frustrating times of life, for wasting my money on Samsung Product. My Family members were always sticking to Sony as a Television preference but it was my decision to purchase a Samsung Tv regardless of all the advice from family hoping that Samsung TV's are much better (Compared to competitors) as well as giving good value to Customers. Now I feel like I have taken a wrong decision in Life because I feel like I’m being cheated by Samsung for taking this decision. I will attach all the necessary documents (Invoice copy, Issues facing in my TV and also the communication that I got from Samsung regarding my Request, side by side comparison photo) for reference. I have also shown all the available proof to prove that there is clearly a defect in TV but till now I’m not getting a proper resolution. The TV is still in Warranty and I'm writing this as a last ray of hope thinking that team would understand that there is clearly a defect by seeing the attachments and hope they will repair my Tv under warranty without any issues or concerns.
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