Samsung — Samsung technician damaged TV display while installation, company charged us

Ordered a Samsung TV (The Frame, 55") in the last week of October 2021, and the additional add-on frame (outer covering of TV) was scheduled to arrive 2 weeks later. Both from an authorized Samsung dealer.

When the frame arrived, the technician accidentally damaged the screen with a screwdriver which caused it to crack. He said that it's a "common defect" in all Samsung TVs and mentioned that a service engineer will come and have it replaced for free.

The service engineer came and demanded INR 60, 000 to replace the display, even if it was damaged by their own technician. On reaching out to the dealer again, and Samsung customer support and regional service offices, not only were we denied a replacement because of a Samsung technician's mistake, but also harassed by the dealer and the technician that we were extorting them for money.

This has been a horrible experience with the company and I would never recommend purchasing any TV or other home care appliance from Samsung if they don't take any liability for their untrained staff damaging appliances during installation.