Georgia man says new Samsung TV from Best Buy went out 5 days later. Then Samsung sends him a coupon—with a catch
Owning a television is normal in modern homes. We have access to many options at our fingertips, and can have them delivered to our doorstep. It sounds convenient and easy until it’s not. One man shared his nightmare ordeal with Samsung after the new TV he bought through Best Buy kicked the bucket sooner than expected.
Samsung TV Gone Wrong
“On February 23, I had a new TV delivered. A Samsung 65-inch television,” Georgia TikTok creator Bob Smith (@thebobislazy) says, sitting in his apartment. “Five days later, the screen just stops working. There’s no picture whatsoever. Occasionally, it will show squiggly lines, but that’s pretty much it.”
Subsequently, he reached out to the company to resolve it, but it didn’t pan out. “A week later, when the technician was supposed to arrive, he didn’t,” he says. “When I called technical support, they said, ‘Oh yeah. We decided that the TV can’t be repaired. Instead, we’re going to issue you a coupon to purchase a new TV.”
A Series of Unfortunate Events
Although this sounded fine and dandy, it wasn’t.
“‘But you don’t get that new coupon until we can send someone out to pick up the broken TV,” the content creator recalls technical support saying, adding. “‘It will take seven to 10 business days.’”
After two weeks had passed, no one showed up to collect the broken device. Then, Smith gives Samsung a ring, only for it to cause more problems.
“‘They tell me, ‘No one’s coming to pick up that TV. No one ever was. Don’t know why you were told that,’” Smith recounts them saying, adding. “‘What you should do is take the sticker off the back and send us a picture of it, and we’ll give you the coupon so you can buy a new TV.’”
Once an additional three weeks had gone by, the content creator received the coupon and cashed it in–only for an unexpected surprise to occur. “On Saturday, I submitted an order for a new TV through Samsung. The TV arrived today,” Smith says, pausing. “Broken. The screen is completely smashed. Now, I have to wait until someone comes to pick up this broken TV before they’ll renew the coupon so I can buy another TV.”
At this point, Smith reached his boiling point. “I have given them an ultimatum, though. Either I have a new TV here in my apartment, Friday, or I’m gonna have to do what I gotta do,” he concludes.
Was The Issue Remedied?
During an interview with The Mary Sue, Smith revealed what led to the debacle.
“The TV was on sale with Best Buy. My previous TV had died and I needed a quick replacement,” he said via Instagram direct message.
Furthermore, this was his first Samsung TV and encounter with this type of customer service. After he reported the broken TV, Samsung took care of it.
“Samsung did arrange to have the replacement picked up,” he stated.
So, what was the “ultimatum?”
“Samsung would forego their standard return policy and allowed me to put in an order for another replacement as soon as the first one was picked up,” the content creator shared.
Nevertheless, the stipulation was enough for it all to work out.
“I would never get another Samsung TV. I am okay with having a TV delivered. And I have no issues with Best Buy,” Smith said. “A member of Best Buy’s social media team reached out to me after the videos and offered to reopen their return window for the original TV I purchased and would replace it. So yes, I did end up with two TVs.”
What Did Viewers Think?
Smith’s story has garnered over 13,000 views since Mar. 26, with many also having a bone to pick with Samsung.
“Samsung is horrible, don’t buy their refrigerator either,” one viewer criticized
“Never buy a Samsung. I owned 2 of them and they both stopped working [within] a year and a half,” a second shared.
“I’ve always bought Samsung tvs, until they screwed me on the last one I bought. Didn’t last 4 months. Never again,” a third remarked.
Meanwhile, others jumped to the company’s defense, citing no issues with theirs.
“I’ve had Samsung TVs for years without issues. However, the second TV being broken is no fault of Samsung. That’s on the shipping company,” one commenter stated.
“3 Samsung TVs in the house, ranging from 10 years to 3 years. 75”, 65” and 55”. Never a problem. Luck of the draw I suppose,” another said.
Are Samsung TVs Good Quality?
Overall, it lacks a good rating on Consumer Affairs, earning 1.5 out of 5 stars. Like most smart TVs, it can connect to the internet, stream favorite shows on various apps, and is compatible with several formats. While consumers praise the brand for its high-quality sound and picture, user interface, and customer support response, there is criticism for its frequent power issues and hefty costs after the warranty expires.
Despite the high customer support ranking, scrolling through the reviews revealed that some customers echoed Smith’s experiences. One Staten Island customer complained about “Samsung customer service failed to deliver” after “waiting three solid months,” and “it came with a completely smashed up screen.” Moreover, a Fort Lauderdale customer “was denied a replacement request” despite his TV arriving “damaged during delivery.”
Nevertheless, every customer’s encounters vary, and they should find the brand that works for them.
@thebobislazy Samsung has completely screwed me over with my new TV. A month of back and forth just to still be without one. @Samsung #fyp #screwed ♬ original sound – lazybob
The Mary Sue reached out to Samsung U.S. via press email.
Have a tip we should know? [email protected]
