AnorakPC
Novice Member
Hello everyone,
So I was really hoping it wouldn't come to this and I'm not someone who usually turns to forums for answers to my problems but I'm really at a loss with this one and have received the worst customer service in all my life so bad that I will never buy a Samsung product ever again! So here's what's happened.. (Apologies for the wall of text but its been an "eventful experience")
I bought a Samsung Q80T in September off the back of watching a favourable review from Vincent at HDTV Test and the main selling point being HDMI 2.1 4K 120Hz support as I had planned to pick up an RTX 3080 along with it (which was a fiasco within itself as we all know..) the TV arrived but I only had a 5700XT at the time but I tested it anyway on port 4 with input plus enabled nothing happened just a blank screen saying no input detected so I thought fair enough the card doesn't support HDMI 2.1 so I guess I'll have to wait.. months pass.
Come December I finally get a 30 series card I settle for a 3070.. slotted it into my rig and same issue? Okay lets see maybe conflicting old AMD drivers is causing it? Reinstall windows.. same issue Okay maybe its my cable it's 8K ready but maybe it's bad so I ordered another more expensive HDMI 2.1 cable just to make sure, same issue!
A week passes of trouble shooting where I discover HDMI 3 (ARC) was capable of hitting 4K 120Hz which looked great! However I have a Samsung soundbar also so this means I cant use both devices at the same time so a far from ideal solution and besides the point I'm still not getting the HDMI 2.1 I bought the TV for.. I then get my hands on a 3080 but same issue I even tried in another PC and still no luck.. Time to contact support maybe they can help? For the sake of keeping this short for you readers I'll try to condense this part but boy was this LONG (2 months to reach the point I'm now at)
After multiple web chats of me having to repeat myself and being told there was no such issue and if I was using the right port HDMI 4 I KNOW! One advisor did a remote repair going through various settings and updating to the latest firmware but to no avail so they arranged a physical inspection and repair for Jan 6th. The guy comes completely clueless barely knowing what HDMI 2.1 even was, fits a new "Main Board" which should resolve any issues they say. NOPE still no picture on port 4 with input plus enabled, he goes away not really knowing what to say and tells me they'd get back to me with what happens next. (This is when the customer service ..or lack of.. gets ridiculous)
I get a call from the Samsung repair shop, guy says "we've had a Q&A back from Samsung and they said have you tried HDMI Port 4?" I burst out laughing saying are you serious!? He continues with other ridiculous suggestions but concludes with okay "well the TV works fine just not with your device" (WOW) "we've done everything we can we'll leave it with Samsung to sort out"
I call Samsung multiple times with some people not even knowing what was going on with my case eventually I get told we haven't received a report from the repair shop to say it needs replacing so we'll send out another repair, the repair shop calls me asking why have they been asked to repair it again I told them because they hadn't sent off a report explaining the situation he reluctantly says "okay we can do that but it wont be until next week now" so I call Samsung the following week to be told I would be contacted by alternative resolutions to arrange a replacement within 48 hrs, 3 days later I call Samsung again and they have no clue what I'm on about no record of the case or anything it was at this point I lost my cool and made a complaint to the supervisor which would just be a further waste of my time..
I FINNALY get through to alternative resolutions after 2 weeks on the Thurs 21st Jan and I'm told sorry I can't help you with this today as I don't have time but I'm back in on Sunday 24th (yesterday) I asked "isn't there someone else that can take over" to which I'm told "no there's not sorry". I'm lost for words at this point and just ask "will you definitely contact me on Sunday?" "Yes" ..No contact until TODAY which is Monday the email I've attached to this post but I'll paste the key section of the response here:
"On the most recent repair suggest that there was no fault found. Due to this, we feel that the unit is working to full specification and everything is working as it should be. As the unit is working to full specification, we are unable to carry out any repairs as there does not appear to be a fault.
Please note that our decision will not look to be overturned and this will be our final stance on the matter. Please be aware that our decision can not be changed and any outcome will remain the same should you wish to contact us. Samsung will not look to reconsider its position nor change its terms and conditions. We value you as a Samsung customer and hope this does not affect you from purchasing Samsung products in the future."
I can provide video evidence of the fault of course if needs be but what should I do now? I've paid £1000 for a TV that marketed HDMI 2.1 as a key feature and the sole reason I bought it and I'm being told that a blank screen is how its suppose to work. Should I pursue consumer rights legal advice? I just want to play games on my TV but instead have spent a 2 months chasing up phone calls just to be told this! DONT BUY SAMSUNG IF YOU WANT GOOD CUSTOMER SERVICE
PS thanks for taking the time to read this there's more to the story I've had to leave out a lot to be honest but any advice to help me get what I paid for would be greatly appreciated thanks.
So I was really hoping it wouldn't come to this and I'm not someone who usually turns to forums for answers to my problems but I'm really at a loss with this one and have received the worst customer service in all my life so bad that I will never buy a Samsung product ever again! So here's what's happened.. (Apologies for the wall of text but its been an "eventful experience")
I bought a Samsung Q80T in September off the back of watching a favourable review from Vincent at HDTV Test and the main selling point being HDMI 2.1 4K 120Hz support as I had planned to pick up an RTX 3080 along with it (which was a fiasco within itself as we all know..) the TV arrived but I only had a 5700XT at the time but I tested it anyway on port 4 with input plus enabled nothing happened just a blank screen saying no input detected so I thought fair enough the card doesn't support HDMI 2.1 so I guess I'll have to wait.. months pass.
Come December I finally get a 30 series card I settle for a 3070.. slotted it into my rig and same issue? Okay lets see maybe conflicting old AMD drivers is causing it? Reinstall windows.. same issue Okay maybe its my cable it's 8K ready but maybe it's bad so I ordered another more expensive HDMI 2.1 cable just to make sure, same issue!
A week passes of trouble shooting where I discover HDMI 3 (ARC) was capable of hitting 4K 120Hz which looked great! However I have a Samsung soundbar also so this means I cant use both devices at the same time so a far from ideal solution and besides the point I'm still not getting the HDMI 2.1 I bought the TV for.. I then get my hands on a 3080 but same issue I even tried in another PC and still no luck.. Time to contact support maybe they can help? For the sake of keeping this short for you readers I'll try to condense this part but boy was this LONG (2 months to reach the point I'm now at)
After multiple web chats of me having to repeat myself and being told there was no such issue and if I was using the right port HDMI 4 I KNOW! One advisor did a remote repair going through various settings and updating to the latest firmware but to no avail so they arranged a physical inspection and repair for Jan 6th. The guy comes completely clueless barely knowing what HDMI 2.1 even was, fits a new "Main Board" which should resolve any issues they say. NOPE still no picture on port 4 with input plus enabled, he goes away not really knowing what to say and tells me they'd get back to me with what happens next. (This is when the customer service ..or lack of.. gets ridiculous)
I get a call from the Samsung repair shop, guy says "we've had a Q&A back from Samsung and they said have you tried HDMI Port 4?" I burst out laughing saying are you serious!? He continues with other ridiculous suggestions but concludes with okay "well the TV works fine just not with your device" (WOW) "we've done everything we can we'll leave it with Samsung to sort out"
I call Samsung multiple times with some people not even knowing what was going on with my case eventually I get told we haven't received a report from the repair shop to say it needs replacing so we'll send out another repair, the repair shop calls me asking why have they been asked to repair it again I told them because they hadn't sent off a report explaining the situation he reluctantly says "okay we can do that but it wont be until next week now" so I call Samsung the following week to be told I would be contacted by alternative resolutions to arrange a replacement within 48 hrs, 3 days later I call Samsung again and they have no clue what I'm on about no record of the case or anything it was at this point I lost my cool and made a complaint to the supervisor which would just be a further waste of my time..
I FINNALY get through to alternative resolutions after 2 weeks on the Thurs 21st Jan and I'm told sorry I can't help you with this today as I don't have time but I'm back in on Sunday 24th (yesterday) I asked "isn't there someone else that can take over" to which I'm told "no there's not sorry". I'm lost for words at this point and just ask "will you definitely contact me on Sunday?" "Yes" ..No contact until TODAY which is Monday the email I've attached to this post but I'll paste the key section of the response here:
"On the most recent repair suggest that there was no fault found. Due to this, we feel that the unit is working to full specification and everything is working as it should be. As the unit is working to full specification, we are unable to carry out any repairs as there does not appear to be a fault.
Please note that our decision will not look to be overturned and this will be our final stance on the matter. Please be aware that our decision can not be changed and any outcome will remain the same should you wish to contact us. Samsung will not look to reconsider its position nor change its terms and conditions. We value you as a Samsung customer and hope this does not affect you from purchasing Samsung products in the future."
I can provide video evidence of the fault of course if needs be but what should I do now? I've paid £1000 for a TV that marketed HDMI 2.1 as a key feature and the sole reason I bought it and I'm being told that a blank screen is how its suppose to work. Should I pursue consumer rights legal advice? I just want to play games on my TV but instead have spent a 2 months chasing up phone calls just to be told this! DONT BUY SAMSUNG IF YOU WANT GOOD CUSTOMER SERVICE
PS thanks for taking the time to read this there's more to the story I've had to leave out a lot to be honest but any advice to help me get what I paid for would be greatly appreciated thanks.