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Paying thousands for a piece of tech isn\u2019t unusual nowadays, but you do expect it to come with a warranty. According to one Boston man, that\u2019s not what you get if you purchase a Samsung TV set.<\/p>\n
In a recent TikTok video that has garnered over 67,800 views, TikTok creator Lucas Brown (@lucasb780) describes a nightmare situation with a broken TV and Samsung <\/a>customer support who allegedly won\u2019t take responsibility.<\/p>\n What Went Wrong With The Samsung TV? <\/p>\n \u201cThis is why you should avoid Samsung TVs at all costs,\u201d Brown begins.<\/p>\n He says he and his girlfriend bought a 77-inch OLED TV from Samsung for $2,000 around eight months ago.<\/p>\n At first, he says, they were happy with it. \u201cIt was absolutely an amazing deal, especially for this size OLED,\u201d he says.<\/p>\n That changed about a month ago, when the screen suddenly went black and caused their breaker to trip. \u201cAfter that point, anytime we plug the TV in, it would blow the breaker for the entire apartment,\u201d Brown says.<\/p>\n According to Brown, the issue turned out to be a faulty power supply that would send a surge of electricity through the apartment and cause the breaker to pop. Since the TV was still under its one-year warranty, he contacted Samsung, which sent out a repair technician.<\/p>\n \u201cHe came to repair the power supply,\u201d Brown says. \u201cAnd part of that procedure is they have to flip this massive TV that weighs 80 pounds on its face to get into the back.\u201d<\/p>\n That, Brown says, is when the situation got worse. \u201cThey sent one repair technician,\u201d he says. \u201cThe guy must have been 5\u20196\u201d, and he had to pick up this massive screen.\u201d<\/p>\n Brown then points to what he says is a thumbprint and palm print on the lower right side of the screen, where the technician allegedly lifted the TV.<\/p>\n \u201cI can\u2019t say I\u2019m surprised, but they cracked the screen,\u201d he says. \u201cAnd now there\u2019s this nasty black blob right on the screen.\u201d<\/p>\n He also says the TV now turns on and off by itself every few seconds.<\/p>\n \u201cI\u2019m not doing that,\u201d Brown says as the TV turns on behind him. \u201cYou can\u2019t watch anything on this TV anymore.\u201d<\/p>\n Did Samsung Repair The Screen? <\/p>\n Brown says he and his girlfriend noticed the new damage immediately after the repair and sent photos to Samsung and Service Quick, which is Samsung\u2019s repair company.<\/p>\n \u201cI said, \u2018Guys, you cracked my screen when you\u2019re flipping it over. Can you come fix it?\u2019\u201d he recalls.<\/p>\n According to Brown, he was \u201ccompletely sandbagged\u201d until another technician was sent out two weeks later. He says he was told that the technician would replace the screen.<\/p>\n Instead, Brown says the technician arrived alone, without tools, and only took photos of the damage.<\/p>\n \u201cHe sent this in to Service Quick\u2019s repair department, and unfortunately, they said it wasn\u2019t them,\u201d Brown says, pointing to a photo the second technician took. \u201cThey didn\u2019t crack the screen.\u201d<\/p>\n According to Brown, Service Quick used another photo taken by the original repair technician after the power supply repair as proof that the damage was not there.<\/p>\n Brown disagrees. \u201cFirst of all, that is a terrible image to use as proof,\u201d he says. \u201cI mean, half the screen is black.\u201d<\/p>\n He also argues that the early damage is visible in that same image. \u201cYou can see right here where this black splotch was starting to form,\u201d he says, pointing it out on the photo. \u201cAt the time, it was just a little black line.\u201d<\/p>\n Brown says he understands why the first technician may not have noticed it at the time, but he does not understand why the company would use the image as proof that the damage was not there.<\/p>\n The Damage Got Worse Over Time <\/p>\n To make his point, Brown shows an overlay of the original image and a later image of the TV, arguing that the original black line lines up with the larger black blob now on the screen.<\/p>\n \u201cI mean, if that isn\u2019t damning evidence, I don\u2019t know what is,\u201d he says.<\/p>\n He also says the damage got worse over time, showing photos from the day of the repair, later that night, the next day, and the day he filmed the TikTok, saying the mark appears to grow over time.<\/p>\n \u201cYou can see it progresses,\u201d he says. \u201cYou can imagine that it looked even less noticeable, like, eight hours prior when the technician was here and he took this photo.\u201d<\/p>\n Brown says the company is now refusing to accept responsibility for the screen damage.<\/p>\n \u201cThe most frustrating part about this is if there\u2019s any physical damage to a TV, even damage that they cause and they\u2019re refusing to accept, it completely voids the warranty,\u201d he says.<\/p>\n That leaves him stuck. According to Brown, repairing the motherboard would cost around $600 plus labor, while replacing the display would cost $1,600.<\/p>\n \u201cSo that\u2019s just not an option at this point,\u201d he says. He says the only thing that could determine whether the TV is covered is whether Samsung or Service Quick accepts the footage as proof.<\/p>\n What Are His Options Now? <\/p>\n Samsung\u2019s warranty<\/a> for home appliances strictly says the company \u201ccovers manufacturing defects in materials and workmanship encountered in normal, and[\u2026] noncommercial use of this product.\u201d<\/p>\n Going by what Brown described, his issue should technically fall under the 1-year warranty, even without the damage caused to the screen later on.<\/p>\n According to the Federal Trade Commission (FTC<\/a>), if a manufacturer refuses to fix an issue with the product, you should report<\/a> the company to the FTC directly and to your state attorney general<\/a>.<\/p>\n Commenters Offer Advice <\/p>\n In the comments section, viewers had some suggestions on what Brown should do next.<\/p>\n \u201cGo to small claims court,\u201d one user advised. \u201cYou\u2019ve got plenty of evidence for a case.\u201d<\/p>\n \u201cBetter business bureau loves things like this. Sometimes you can get an email from a company higher up if you leave a complaint and ask for a solution with your email at the end of the report,\u201d another suggested. \u201cThat has been the only way or contact the attorney general. Either one of those methods have never failed if the other one didn\u2019t work on its own.\u201d<\/p>\n Others shared stories of their own.<\/p>\n \u201cYeah never buying samsung again. this happened a few months after purchasing,\u201d a third wrote, attaching a photo of a damaged screen. \u201cWas under warranty and got it fixed and now i have a white flair on the side of the screen that won\u2019t go away.\u201d<\/p>\n @lucasb780<\/a> <\/p>\n Samsung repair tech broke my TV and then lied about it<\/p>\n \u266c original sound \u2013 Noah<\/a> <\/p>\n The Mary Sue has reached out to Samsung via email and Brown via TikTok messages for comment.<\/p>\n Have a tip we should know? [email\u00a0protected]<\/a><\/p>\n