I purchased a tv on 14 Aug 2021 after which the unit became faulty within the first month, after which I reported it and stepped through the troubleshooting steps with an online agent which were unable to resolve the issue. A technician was sent out who conducted further tests and ended up taking the tv unit in for repairs. Turned out it was a backlight issue which got replaced.
Fast forward to Jun 2025 and the same issue is back. Reported it once again and went through the same procedure two times this week. So I requested a technician to come out and do further testing and to take it in for repairs if need be.
This time around I was requested to provide proof-of-purchase of which I do not have any longer as it was 4 years ago. This proof was not requested during the first breakdown? I do however still have documentation for the 3 year ext warranty I took out valid up to 14 Aug 2026.
As this was all documentation I could provide, I did so of which was accepted. Logically, I would not be able to take out additional warranty on something I did not already purchase. This time around it was insisted I provide proof-of-purchase else the unit cannot be checked in for repairs?
This indicates to me there is no consistency with the support chain for checking products in for repairs. What makes the warranty documentation less important than the proof-of-purchase? Why accept the warranty documentation on the first breakdown but not the second?
Is this the kind of service we can expect from Samsung now?
