Free Samsung TV offer arrived damaged

Modog037

RECIEVED A BROKEN 55 INCH SAMSUNG TV AS PART OF THE VERIZON FREE TV OFFER WHEN YOU SIGNUP FOR INTERNET SERVICE. WAS BUSY and doing renovations, AND HOLIDAY WEEKEND SO DID NOT OPEN THE BOX, SHIPPED BY UPS. UPON OPENING THE BOX, FOUND THAT THE SCREEN ON THE TV WAS BROKEN ,

CONTACTed SAMSUNG. (Jem & NICO), THEY first ADVISED ME THAT i HAVE TO PAY TO REPAIR THE TV but then submitted a request to extend the return window to their “backend team”. This was on 7/13/25 and I just received a response today 8/6/25 denying this request. I’ve spoken with 3 managers at Samsung and still nothing

NO ONE AT VERIZON/SAMSUNG TOLD ME THAT I ONLY HAD 5 DAYS TO NOTIFY THEM OF DAMAGE. ASKING FOR HELP TO OBTAIN A WORKING 55 INCH SAMSUNG TV THAT WAS PROMISED FROM VERIZON WHEN I SIGNED UP FOR SERVICE.

SPENT 8 HOURS GOING BACK AND FORTH, AND BEING PUT ON HOLD ..DOES ANYONE KNOW WHO I CAN CONTACT A VERIZON TO HELP ME? I applied the promotion plus paid $100 out of pocket for the upgrade and have nothing.

Beaglefan12

The same thing happened to us, and Verizon and Samsung are refusing to replace it . The box the tv arrived in was not damaged in any way, so it didn't occur to us that there might be a problem. When we plugged the tv in and turned it on, it was clear that the screen was extremely damaged, making the tv unusable.

We contacted Verizon and Samsung 14 days after we received the tv since we had waited till then to hook it up (we were out of town and also waiting for our son to visit us and help with the set-up). But both comapnies say there is nothing they will do because it is after the 5 day return window, an unusally short time limit, and also a policy that was never included in any of the information we received about the tv at any point except when we contacted them about the damage..

The first Samsung rep told us we had 30 days to return it, but we needed to email photos of the damage so we could receive a return label. We emailed the photos that same day. We did not hear back, and after two days, I called Samsung again. The new rep said something completely different - that now it was too late because it was past 5 days. We had a lot of back and forth, and we received another email from Samsung with something different again, that we had 15 days to return it, and that it was too late. Even the Samsung employees don't understand the return policy. In any case, they are absolutely refusing to do anything, and Verizon won't do anything either.

From our conversations with both Verizon and Samsung, as well as online posts, it seems that there are a lot of complaints about the Verizon promo Samsung tvs arriving damaged. The companies are clearly aware of this problem. It is very un-customer servicey to draw such a hard line and also not let folks know about the return policy before-hand. And what is worse, it is possible that Samsung is actually sending out damaged products - we don't know what else to think since the box the tv came in is absolutely pristine - no dents or rips or tape missing in places either. And we were very careful handling the tv and box, so there is no way the damage occurred since we received it.

Just wanted to make sure folks are aware and hoping Verizon and Samsung do better in the future.