Samsung.com Samsung Electronics 65" Q9F QLED TV failed 20 days following delivery, promised refund then changed their mind the following day

We order the Samsung 65" QLED Q9F from Samsung.com, and took delivery of the set on December 19, 2017 taking advantage of “white glove” delivery that removed the packing materials for us and a trade in option for our old TV.  We used the new unit for the first time on December 20, 2017.  Everything worked fine until January 6, 2018.  I heard two loud pops from the set shortly before going to bed, but thought it might just be interference from our sound bar.  The next morning, 1/7/18, however, when we turned it on, the picture was on a few moments, then it went dark and attempted to restart itself, then went totally black and we heard an electronic crackling sound that did not come from the speakers.

I immediately called the support number for Samsung, but as soon as the technician found out our set was in use less that three weeks he referred me to the e-commerce department at Samsung.com.  When I spoke with the operator there, she found my order, consulted with her supervisors and then offered me either an exchange or a refund of the order.  I chose the refund option since I had concerns about the reliability of a TV that failed so quickly.  I confirmed the refund on the call and was told I would get a confirmation email with the details the following day.  Based on the information about the refund, I went to another store to purchase a replacement TV (not a Samsung) that same day.  When no email arrived on Monday, 1/8/18, however, I called back to get the details.  At that time, a different operator told that my order did not qualify for a refund since the order was delivered more than 15 calendar days past.  I was a mere 5 days over that arbitrary limit when I reported the catastrophic failure—a ridiculously short break in period for a piece of major electronics, most others have at least a 30 day refund/return period.  I tried to explain to the operator and a supervisor about how I had been given incorrect information from the previous day and I had made irrevocable financial decisions to purchase a replacement in good faith based on that information.  I was told the best they can do is request a refund on my behalf but that it is not guaranteed; the refund department will not take communication directly from consumers.  Their decision is still pending.  In the meantime they asked me to work with tech support for a repair or replacement of the defective unit, but again, when I called tech support they referred me back to the e-commerce sales area without attempting to assist with the issue.

The problems with Samsung are twofold:  One obviously a defective product which could have even been potentially dangerous had this short taken place while I was away from the set sleeping, and the lack of communication and clarity among their support teams.  Essentially I was lied to during the communication on 1/7/18—the other operator and supervisor could even see that I was promised a refund in the case notes they had on file, but they would not honor that promise or make a real attempt to address the issue conclusively.  I was not trying to take advantage of the situation or subvert their policy when I first contacted them, I was simply asking what they could do and when a refund was offered, I accepted and moved on.  Now that they have changed their decision based on a policy neither I nor apparently their own team was aware of, I shouldn’t have to suffer a large loss.  If they do not make good on their promise, I plan to follow up with consumer agencies, the attorney general, and potentially legal action.