FREE SAMSUNG TV - BROKEN DURNING SHIPMENT

[BIGFRANK2007]

RECIEVED A BROKEN 55 INCH SAMSUNG TV AS PART OF THE VERIZON FREE TV OFFER WHEN YOU SIGNUP FOR INTERNET SERVICE.   WAS BUSY FOR A COUPLE OF DAYS, 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 VERIZON, (ADRIAN & JENNY), AND WAS TOLD TO CONTACT SAMSUNG.  (RUSSEL & NICO),  THEY REPEATED OVER AND OVER AGAIN THAT THEY HAVE A POLICY OF 5 DAYS TO NOTIFY THEM OF ANY DAMAGE, AND IT IS 2 DAYS PAST THAT WINDOW SO THEY ADVISED ME THAT i HAVE TO PAY TO REPAIR THE TV.   

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 3 HOURS GOING BACK AND FORTH, AND BEING PUT ON HOLD ..DOES ANYONE KNOW WHO I CAN CONTACT A VERIZON TO HELP ME?

[vzw_customer_support]

Hey, BIGFRANK2007, we hate to hear that this happened, and want to make sure you get all the answers and options! We're sending you a private message to help further. 

-Cait

[BIGFRANK2007]

Customer service rep, where can I find the private message?

[Kh-Phil]

Hi BIGFRANK2007,

Private messages are sent via this community platform and can be accessed by clicking/tapping on the envelope icon at the top right of any Community Page. When a new message arrives, a number will appear on the envelope.

 
Regards,
Verizon Moderation Team

[BIGFRANK2007]

Hey guys, forgot to mention that while talking to Verizon Customer Service Supervisor,  Jenny, she informed me that she was recording our conversation.  I said OK, that I really hoped that Verizon Management would listen to it, then I thought that if Verizon was recording my phone call that I should record also record it.  Put my iPhone on record mode , ( top left icon on the phone call screen), and I recorded our conversation.  But Jenny quickly said that it was against Verizon policy to allow phone calls to be recorded and hung up on me.  

Was  able to record our conversation and may need it, as I pursue getting my “free” tv from Verizon.

[BIGFRANK2007]

Had a "private message" with "Will", Verizon Moderation Team  member, this morning.  He asked lots of questions, although everything was explained in my first posting.  Said that he would get back to me with some "options".  However the option that I want, and I explained this to Will is a replacement TV.   I am waiting to hear back from him, but with the poor treatment from both Verizon & Samsung, I am doubtful that they will do anything.   So, after spending hours on the phone, I am waiting for a positive reply from Will.

[BIGFRANK2007]

Never heard back from "Will", so filing a complaint with Better Business, and with the State of Michigan.

[vzw_customer_support]

We can assure you that we want to help. Please meet us in the Private Note sent to further assist you. 

~Gina

[BIGFRANK2007]

To update the Community on the status of my "Broken Free Samsung TV".

It's been over 54 days since I reported the TV that had been broken during shipment to Verizon/Samsung, and I still do not have a replacement.

Samsung has changed their reporting damage window to 7 days from 5 days.

Samsung has sent me a link to obtain a replacement TV, however the link does not work.

I have continued with my complaint to the Michigan Attorney General. 

[vlepeter]

I have the same exact problem as well. Broken samsung TV upon delivery recieved last Wednesday. Clearly damaged and with melted sealant between frame and screen on the top. Need assistance from Verizon to get this resolved.

[BIGFRANK2007]

Sorry to hear that you have the same problem. Verizon has NOT CORRECTED the problem, I have filed a Fraud Complaint with the State of Michigan and awaiting the processing.

Verizon will pass you off to Samsung, which will tell you that their secret 5 day window to report damage has passed and that they can not do anything for you. They offer to repair the TV, but you have to pay for shipping to them, then they will review the TV and determine the cost to fix and once you provide payment they will fix the TV.

My view is that I made the Agreement with Verizon, so they have the responsibility to correct the problem and provide a New TV. 

[WuTangClang11]

I am in the exact same situation. The TV screen is cracked. This is the 55" that I paid an extra $100 for as well. I will be going down this route and contacting Verizon asap. OP have you had any luck on this? I know I am setting myself up for frustration. 

[vzw_customer_support]

We hate to see that your TV was broken! Be sure to contact Samsung and notify them as soon as possible as they do have a window in which a damage claim needs to be made, that way they will be able to go over the replacement options with you. 

-Meg

[UpsetCustomer2]

I’ve had the same issue. Both companies told me that they needed to come up with a solution…I return my broken tv and Samsung received it June 18; I still have yet to received my refund of $100 and the promo code from Samsung to purchase another tv. I’ve been working with them for a month to receive a refund and keep being told that they need to wait for approval from the refund team. 

[Newvrz]

That’s horrible—such a shame on Samsung as a brand. I’d much rather go with a TCL TV in a heartbeat

[Wisner33]

Same problem order the 43 inch tv and showed up broken. Shipped back to Samsung and when they received it sent me a new promo code and when I went to reorder told me the 43 inch model was out of stock. So I ordered the 55 for 100 dollars and now I get a shipping date of over a month away 

[summer2025]

I just received my tv and paid for the 55 inch. It came cracked. I called Samsung, they can’t do anything yet because the package is not marked delivered yet. This is such a hassle. 

[vzw_customer_support · Accepted solution]

Resolution Update: Support has confirmed that for a damaged device received directly from Samsung, they do need to be contacted within 7-days to exchange, return, or send in the product for repair. This is confirmed via Samsung’s Support Page: https://www.samsung.com/ph/shop-faq/samsung-care-plus/if-my-product-arrives-damaged-or-i-want-a-refu...

If others do encounter a similar issue, we recommend contacting Samsung as soon as possible to ensure a damaged device can be addressed. 

-John