PUBLIC PRIVACY-REDACTED TRANSCRIPT AI-generated transcript supplied by Kevin Graehl. It may contain transcription errors. Exact quotations should be checked against the preserved recording before legal use. Private address, phone, email, ZIP, and serial information has been removed. ======================================================================================== ��This content was generated by AI Samsung (04:01) Hi, govern. Samsung (04:02) Think of her patient waiting on the line and I'm still looking for available supervisor years. Me (04:06) Yeah, I'll wait. Samsung (04:08) Thank you, stay on the lines, finish. Me (04:09) Thank you. Samsung (07:55) Kevin, think of her patiently waiting on the line. Samsung (07:57) I'm so sorry for the long haul, and I'm still looking for available supervisory here. Samsung (08:02) Thank you. Me (08:03) The girl wait. Samsung (12:33) Hi, Kevin. Samsung (12:34) Think of her patient living on the line. Samsung (12:36) Let meet us for this call for one of my supervisor here. Samsung (12:40) So we're with us here in the lines. Samsung (12:42) Please, thank you. Samsung (15:30) Good evening, thank you very much for holding on the line. Samsung (15:33) This is Paul, one of the supervisors here, Samsung TV support, and I believe I'm speaking with Kevin. Me (15:38) Yeah, I'm saying sorry, sorry, who are you? Samsung (15:43) This is Paul P. Samsung (15:44) A. Samsung (15:44) U. Samsung (15:44) L. Me (15:46) Sorry, are you with the advanced replacement team or are you a supervisor for general customer service? Samsung (15:52) I'm a supervisor from the technical support team and based on the context that I got from the tickets. Samsung and Me (16:02) That you had, unfortunately, it was not yet qualified for an accommodation due to there's only they only found out that there's one repair number parts were replaced on the TV which they already consulted that exchange and refund scheme and the request was being pushed back so right now. I'm sorry the Me (16:30) request was pulled back. Me (16:32) What date was a request pulled back? Me (16:35) And by whom because I was never notified of that. Samsung (16:40) When you I'm sorry when the previous representative and the representative from the exchange and refund had the discussion earlier, the representative from our department tried to, you know, relay the information to the exchange and repund team that it should be handled by them, but unfortunately when they thoroughly review the case one. Samsung (17:07) There's only one repair. Samsung and Me (17:09) That's been completed with part replacement, and if I'm not mistaken. No, so that's the Me (17:13) problem. Me (17:15) There's some more ticket numbers, you don't know about, and that's where we always get into the issue. Me (17:20) So the last representative that looked into this, so I'll tell you what's been replaced. Me (17:27) The one connect box 2 � 4 that main module one connect box Wi-Fi module. Me (17:34) Once the front ir sensor once the main Wi-Fi sensor once on the back of the TV, the main circuit board for the back of the TV, once then we've had service calls that come out and clip the TV back together, then we've had another service call to clip the one connect box back together, and then no one still has addressed the how the screen has been damaged from them prying, and there's like severe, like white ghosting going on, because of all the service calls which no one has addressed and then on top. Me (18:12) Of it, that no one's addressed the bezel fitman issue. Me (18:15) So like, based on all that that it was approved. Me and Samsung (18:18) So if you only see one repair, that's absolutely a hogwash like that, the problem is, the tickets got closed so rapidly, and not linked properly that you have to like, search, super hard to find them, and a lot of these are danging back 8 months ago, so that is correct. So let me give Samsung and Me (18:36) you some, let me give you all the ticket numbers that are related to this TV in particular, with the serial model with the serial number. Well, I will Me (18:45) ask that you text message them, so they're or email them. Samsung (18:51) I can send you a text message. Samsung (18:53) Sure, so let me start with the ones that were completed. Samsung (18:58) Give me 1 second. Me (19:00) Well, and just so you know, the teams will mark them, the tech, the technicians that come out will mark them as completed before they even get parts. Me (19:12) And then I have to like, then I'll wait a month and I'll be like, hey, you guys coming back. Me (19:16) And they're like, what do you? Me (19:17) And then I'll call 800. Me (19:18) They're like, why did we need to come back and I'm like, well, it's not working. Me (19:22) They're like, well, the technicians marked it as working. Me (19:24) And I'm like, I have them right here on video saying we need to order parts, and then when they get back to home base, they just close out the ticket and don't order the parts their boss tells them not to and I get blown off like I have it on video of them leaving with the one connect box, not even working, and then having a call the next day and then ever and at Samsung and the local service center being like, oh whoops, like there's just so much going on with closing of tickets that should not be closed that are closed for whatever reasons to keep metrics, right. Me (19:57) I don't know why they do it, why you do it. Me (19:59) Et. Me (20:00) Ceter, it's maybe not you, but you're seeing the brute end of it, which is really confusing stuff, and then anytime I call up everyone thinks it's just a very minor issue, which it's not. Me (20:11) There has been multiple times where multiple parts have been changed all-in-one day, multiple parts change all-in-one day, and it still didn't fix the issue come again for the second service call directly after that replacing at least one of the same parts that you tried to replace last time, still does not fix the issue that therefore qualifies it 2 parts replaced, same parts still same issue that's a guaranteed, like home run there, I know how this works. Me (20:36) I'm not trying to get a new T. Me (20:37) V. Me and Samsung (20:37) I'm just trying to have a TV that works still don't have sound well. Unfortunately, that's not how it Samsung and Me (20:41) works. Okay, wait, Me and Samsung (20:44) wait, wait whatever you tell me how it works, and I'll tell you like, go your turn go ahead, I guess. Basically, if a ticket was not left open. Samsung (20:53) What I'm just simply trying to say is that all this tickets that were created so far, 2 of them were marked no defect, one of them was mark completed, which is the one where they replaced, they replaced the part. Samsung (21:10) And then the rest is a is A. Samsung (21:12) Oil risk is basically canceled. Samsung (21:16) The other one is completed, but no defect, so that's the history of the tickets that I'm seeing if I'm not mistaken. Samsung (21:23) There's a total of 5. Samsung (21:25) Let me send all of them to you just for your record. Me and Samsung (21:30) There should be there should be. One second. Me (21:32) It sounds about right 5 tickets, but 7 service calls 2 cancelations from your teams. Me and Samsung (21:42) I guess like this was all taken to account why there was going to be an advanced replacement like, yes, this is enough Kevin to issue an advanced replacement and guess what I've been texted every single time, yes, we will issue an advanced replacement and then I respond with my address and my email and all that stuff, and then it's crickets, then that person goes home and forgets about me. And. Me (22:11) And I have every call, recorded people saying yes, advanced replacement approved approved. Me (22:16) Kevin, it was approved on my like 2nd month. Me (22:20) Now we're my 12th month. Samsung (22:29) It's really unfortunate. Samsung and Me (22:31) I mean, this is not what I wanted to, you know, there's not a time the conversation that I want to have a customer because I wanted to help customers out, but. I don't want it either. I loved. I love her old Samsung. Me (22:41) I love our old Samsung's, our old samsung frames, kick, S they're perfect. Me (22:47) This one connect box. Me (22:48) No one wants to admit it. Me (22:49) It's a it's a transcever, it's a Wi-Fi, 7, it's even from like, 3 feet away, it just drops, terribly, the audio is just terribly insynced, there's jumping video jittery issues, I can't kit, and audio return channel out of the bottom of the TV to a soundbar like all of our other like properties, we have. Me (23:11) The older Samsung frames, they work amazing. Me (23:15) I don't know what the heck I was thinking. Me (23:17) I thought there was a regular HDMI connection. Me (23:20) Like. Me (23:21) Style on the bottom of this TV that could do everything I needed, but unfortunately I have to downgrade to the the dumber frame which I'm fine with. Me (23:31) And that's what I was gonna do. Me and Samsung (23:35) The one with HDI connections on this. Almost don't plate in Samsung and Me (23:36) the information, but yeah, at the end of the day after I sent this to you, to be honest, the only thing that I can do here is to have someone to come out or to send the technician to come out and diagnose and fix it. What are they going to do? Me and Samsung (23:50) But what are they gonna do? And Samsung (23:52) in the event. Me (23:53) Your guys just come out and just swap out parts like. Me and Samsung (23:59) They just come out and swap out parts. I Samsung (24:01) understand so let's put it this way, I totally get that. Samsung and Me (24:05) It seems like you have already multiple technicians came out replaced parts, but. Well, it's here, hear me out. I need to I need to Me (24:10) interrupt one more time. Me (24:12) Just the last time they swapped out the main TV board, I couldn't use any applications that everything was so buggy and broken. Me (24:21) I called up got ahold of a tier 2 Tech Support at 10 o'clock at night because I was stubbornly p***** off because I just thought it was all going. Me (24:28) To be fixed and guess what? Me (24:30) They didn't even provision that board you know, because they use the same board for 55 65 75 et. Me (24:35) Cetera, they didn't even provision it to the right serial number, the model number type all the above, so I had to spend 45 minutes manually. Me (24:44) Typing in UP down, enter, enter up down model number serial number. Me (24:48) All this c*** on it like the technicians. Me (24:51) It's the same 2 guys. Me (24:52) They've left scratches on our walls, they leave Fingerprints all over display. Me (24:56) They have. Me (24:56) I don't think you understand this display is ruined the actual lcd panel from being pride apart with their freaking harbor freight tools. Me (25:07) They pound it with their freaking pump arms to get it to clip back last time they left the TV was half broken. Me (25:15) The clips on the back, the clips are still dangling in the bottom of the TV, like it's trash. Me (25:24) There's pictures of the whiteout on the screen. Me (25:29) How much worse it got. Me (25:30) After all, the service calls. Me (25:31) It wasn't the best like it's just like an edgelet led. Me (25:34) I understand that, but it's like terrible now, it's like absolutely terrible. Me (25:39) And like, based on that, was the reason like the last associates like, oh my God, oh my God, oh my God, yeah, we're gonna get you in advanced replacement. Me (25:47) This is absolutely not gonna happen. Me (25:49) And then that's what happened. Me (25:50) I gotta advance replacement, but I'm waiting like a like an idiot with my head in a hole waiting for my coupon code. Me (25:58) Where's my coupon code? Me (26:00) It's just so. Me (26:02) And you have to take that in consideration, if you're not writing this down, I implore, you spend a minute kind of digest what I just said, think about how you want to handle this. Me (26:14) Human and human, not man to man, not woman and woman. Me (26:16) But like. Me (26:20) The thing about that. Samsung and Me (26:22) So I already sent you all the tickets, and when it comes to how I will handle it, I will handle it based on the process, and at this point in time the best resolution that I really can offer you is basically. That is such that is such Me (26:34) b*******. Me and Samsung (26:36) Come on, I ask you to spend at least a minute, I spend at least a minute thinking about what I said, put some notes in the system about about the stuff that's not on the ticket. I'm sorry, sir. I'm really sorry, I. Me (26:46) What are they gonna come to do to fix the display? Me (26:51) That's trashed the diffusers inside. Me (26:55) And behind the lcd panel have been damaged. Me (26:59) I'm no dummy, like I. Me (27:03) If you want to know a little bit about me, you can you can look me up on Google, look up bravas.com. Me (27:12) That's why I work for we do TVS and home automation for a living. Me (27:16) I'm not dumb. Me and Samsung (27:19) The Stevie is. Oh, Samsung (27:20) I'm not saying that you are, but when it comes to who makes the decision who makes a diagnosis, it's really not for us to decide if a TV will be replaced or not. Samsung and Me (27:31) It always on our department, it really goes down to Jacob's creation and endorsement. Your reschedule, Me (27:35) yes, you have you have your protocol to follow you, have your run charts. Me (27:41) Did you send out a technician? Me (27:43) Did that fix the issue? Me (27:45) Okay, wait and see if customer calls back again? Me (27:49) Is it same issue? Me (27:50) No treat as a different issue does not qualify. Me (27:54) I understand all these things my question is and it's been asked for the last 2 service calls, and I'm asking you again and you keep jumping over it. Me (28:04) I'm not committing to letting you bring a service call person out here, but I'm asking you hypothetically, if you were to bring a service call guy, you have the pictures of the damage to the panel. Me (28:17) Are you bringing a new panel? Me (28:19) Are you bringing a new one? Me (28:21) Connect Wi-Fi module transcever for the television and the one connect box. Me (28:28) Are you bringing new bezel plastics for the front and the back of the TV because they've snapped them and broke them permanently? Me (28:37) No one's answered this stuff, and I'm asking you to answer this stuff, are you bringing paint for the walls? Me (28:42) Look, I don't care about that. Me (28:44) I've already repainted the walls. Me (28:45) Are you bringing having your technicians? Me (28:49) Wear gloves and bringing microfiber clothes, so they don't have sweaty, disgusting, oily fingers from lunch. Me (28:55) Look, it's all good. Me (28:56) Our texts do that too. Me (28:57) But you know what, they do, they clean it after they're done, and then we yell at them. Me (29:03) These are the things I need addressed before I even can engage you on why you would come out again, I need you to answer that if you need to think about answering that as what I'm saying, spend a few minutes. Samsung (29:15) But don't need to think about it, because when it comes to what they were going to do I mean pretty much they were going to bring the parts that's needed for the repair. Samsung (29:22) If it's available, that's how it always is. Me and Samsung (29:26) That's what I'm told, but. That's just that we don't have visibility for that. Me (29:29) But hang on, I've let you guys know about the damage to the lcd. Me (29:32) For the last 2 service calls, this will be the third time you have not brought an lcd panel. Me and Samsung (29:38) How do you address that? Damage, Samsung and Me (29:39) when when you say damage like it's cracked. It's. Me (29:45) No, the diffuser, so the no matter what light bleeds through, like, insanely in, very disproportionate ways, in very, you know, like a behind an lcd screen, there's coated pieces of very thin plastic with silver and then clear and then silver, and then clear and silver, and then a foil reflective on the back and then either aside led either in one place or 4 corners. Me (30:18) Yeah, it's it's like compressed and. Me (30:26) It looks absolutely horrific, and it wasn't like this when it was when it was now not even remotely. Me (30:37) It's, you know, when you push on the front of a TV and it like gives you that white white mark temporarily and itself heals, that's what it looks like at night. Me (30:46) That's what this we don't look and watch this TV anymore because it drives us nuts. Samsung and Me (30:56) The like when we turn the TV or if I had a skid to turn the TV right now would you be able to send a copy or a photo of that so that they can be aware. I have already sent. Me (31:05) I have already sent these absolutely I've sent them months ago multiple times I've sent them multiple times to each time before a service call. Me (31:14) I'm like, hey guys. Me (31:16) What are you gonna do about this? Me (31:19) We don't have kids in the house. Me (31:20) We don't have dogs in the house like this isn't damage from external, there will be no dents, there'll be no scratches. Me (31:27) This is from mishandling of parts cause. Me (31:31) Remember, they were hammering this back panel, did get it to fit on. Me (31:39) And they couldn't even get it to clip on, they still hung it on the wall. Me (31:42) There's pictures of that the HDMI port was a 1 not a 1 inch, a quarter of an inch not even aligned, because they installed that board improperly or forgot some screws, or the cables are routed. Me (31:58) In the wrong way where the back panel couldn't even because, you know, these are screwless panels on the back, the back bezel, it just clips on, you use, like pride tools to get them off, they had to come out just to fix that so I could plug in an HDMI at micro hmi by the way, but then the next time they are working on it, you see these little plastic, black things fall out, and then they're like, shaking them out, like it's like they were like, giggling about it. Me (32:27) Those are a technicians, not mine. Me (32:30) So so. Me and Samsung (32:31) So at some point. We're Samsung (32:32) basically what they're saying is that the unit was damaged when they tried to fix. Me (32:38) II have been, I have been kicking and screaming about this for since they replaced the main board the first time kicking and screaming about this. Me (32:48) It's on the notes I don't know if you looked over the notes, but it's on, it's on the notes, it's on my notes. Samsung (32:54) Have you spoken with the service center regards? Samsung (32:58) With that issue, regards with that matter on how they handle the TV and what is their response? Samsung and Me (33:06) Because if it's allegedly damaged, okay. I. I forgive me, Me (33:09) I don't. Me (33:11) I don't have a phone number for the service center, nor do I want to be talking to a shady third party service center who like. Me (33:19) Why why am I talking to them? Me (33:20) You want me to? Me (33:21) Do you want me to yell them? Samsung and Me (33:21) Come no, no, no, basically when it comes to the repair service, given that they are being contracted by Samsung, if they or if one of their personal damage, are you enduring on the job, it's. Of course. Samsung and Me (33:39) The liability on the service center as a reason why I'm asking if. No, so I Me (33:41) understand I let I have let you all know in writing on text. Me (33:48) I've let you all know over the phone calls which I have recordings of this call is recorded as well at no point up until today, as anyone offered a phone number for me to reach out to some liaison at that. Me (34:01) Company or file a personal claim with them based on property damage or something like that. Me (34:09) If you want to try to pull that route all good, I think we're a little too late for that. Me (34:14) You let me know if if if I just. Samsung (34:20) It's actually, yes, I really apologize. Samsung and Me (34:24) If it is the first time that you know, it's been addressed, but basically that's how it works. It was, you know, it's not the first time it's, Me (34:29) I'll pull up the text message down and screenshot it to you. Me (34:34) There's there's like, four different text messages that's not true. Samsung and Me (34:40) What I mean is because if there's a damage there's a different process for that especially if it's damaged during on the job which is like what I've said the service center should be the one who should be held liable for whatever damage, whatever needs to be done. Okay, go ahead. Samsung (35:01) Hence, the reason why I'm asking as well, if you've already contacted them what the response is because if they did not help you at all, that's the time that Samsung was going to do an investigation with it, another ticket will be created. Samsung (35:18) Which we will. Me (35:20) I'll tell you right now. Me (35:21) You shouldn't investigate the heck out of Em, but let's be honest. Me (35:24) This is San Francisco Bay Area very expensive to live here. Me (35:29) The Texas only get paid $2728 an hour. The attrition Me (35:33) rate is high. What you're Me (35:35) willing to pay them for a service call per service call. Me (35:39) The reason you're not getting good notes is because they want to get home or get to the next service call. Me (35:46) When they leave with AI have to video them the whole time as they're leaving, asking, what did you replace today? Me (35:54) Well, can you test it like, no, no, you can just let us know if it doesn't work. Me (36:00) Do you mind just testing it, we gotta go to the next job that's that's their answer. Me (36:03) I have videos of that and then I'm like, hold on, you, turn it on, turn it off. Me (36:07) Now try to turn it back on guess what all do you want work? Me (36:11) And they go like, oh geez okay, well, we'll talk to our boss and see what parts we need to order now and then I don't hear from them for a month. Me (36:23) And this has happened over and over and over again. Me (36:25) At some point you have to realize it's a systemic issue based on who you're contracting with. Me (36:30) And what now you personally, you're not paying the bills, but what Samsung's willing to pay for what talent is available here, they're not talented technicians. Me (36:38) You gotta pay technicians $,50 an hour, with that being said there is nothing. These Me (36:44) technicians can do to fix broken stuff such as mechanical damage. There's Me (36:51) compression mechanical damage due to improper insulation techniques of the new board. Many Me (36:58) months ago that I have documented and I have let you all know about now, of course, you can replace transcevers for the Wi-Fi 7 for the wireless one connect box, eventually, if you just replace every circle, bird, it's gonna work just how it works. That's Me (37:14) life like understand at some point after so many service calls and so much damage. And Me (37:21) so in convenience, I've already been offered, I have multiple times in writing from different stages of this whole escapade, to get an advanced replacement. And Me (37:31) every time they ask for okay, no problem. What's Me (37:34) your email address first? Last Me (37:35) name, do me favor re-upload the receipt, and we'll get you a coupon code. Give Me (37:41) me, give me like a data work on this. Then Me (37:43) I get it just mission silence from every single one of them. And Me (37:46) it's always a different name and a different person, and I can never get ahold that same person again, riddle me that you're the gatekeeper. You're Me (37:54) on the tech side, I understand but you're the one who can allow me to speak to them, I am not allowed to call. Up Me (38:00) the advanced replacement team ever, it's not possible not unless I'm in the president of the United States and have a bazooka or something, right? So Me (38:08) where do I go with this? I Me (38:10) am, and you're just going to say, like, I hope you're not going to say. Well, Me (38:14) unfortunately, we gotta follow the procedure in this. And Me (38:16) that no, this is beyond procedure. It's Me (38:18) completely beyond procedure. Here Me (38:20) this is. There Me (38:21) is no run book for what I've. Samsung (38:28) Oh, I hope there's a different response that I can give you. Samsung and Me (38:32) But still, it will gonna be under the procedure. Yeah, see you're you're, Me (38:33) you're, you're, you're f*****. Me (38:36) I'm f*****, like at my apologies. Me (38:39) I'm you're a good guy. Me (38:42) If you drink beer, share beers, your family just like me. Me (38:47) All good. Me (38:48) I need you to stand to the word that was given the writing contractually, that was given to me. Me (38:58) We will replace your TV 4 � 4 � 4 � 4 times. Me (39:03) Many more times that are, like, I gotta go through our long calls and go transcribe It and give you guys the recordings of putting It on YouTube. Me (39:14) It's unbelievable. Me (39:15) I have tier 2 on private text message because they know me so well. Me (39:21) And they're like, bro, like, we're gonna, we're gonna just push us right past, we're gonna get you get you, we're gonna, we're gonna push for it. Me (39:29) Like true tier, 2, cell phone numbers, people, cell phone. Me (39:33) I'm 2 or two people are like, oh yeah, we know you, Jesus, sorry, man. Me (39:39) Like good people, of course, they're not allowed to issue those coupons, because there's a check and balances. Me (39:46) What are you going to do? Me (39:47) And not right now to make sure this gets some visibility, because I am just a guy here. Me (39:54) Samsung is way too large, and you're just gonna send out another tech to do hoofa. Me (40:00) No, sorry, the word who the heck knows, are you bringing an L cd panel or are you going to make them survey and inspect to see if it needs an lcd panel I'm telling you don't need to do that because they had 2 opportunities to do that. Me (40:12) They did take photos, I also sent. Me (40:14) Photos that has been documented and surveyed. Me (40:18) The onus is on due to respond to that. Me (40:23) Like I said, take some time, do a little more investigation. Me and Samsung (40:29) Don't just say I'm going to send someone else. So I'll send you A. Samsung (40:33) Well, at this point I mean, since you mentioned that they allegedly damaged whatever part of the TV as well as the left on the, you know, back panel, if you have photos of that that you can send to me, I'll attach it on this ticket that I'm going to create. Samsung (40:54) And I'll endorse it to. Samsung and Me (41:01) It's a special case or a specialty claims department that will, you know, look into it and see what can be done there. Forgive me, you don't have Me (41:08) my photos currently. Samsung (41:14) I'm the one the photos that were sent on those previous cases wouldn't be able to attach them to this new ticket that I'm going to create because those tickets were already closed out. Me (41:27) Of course. Me (41:28) Your system is such trash. Me (41:30) I know you have like tens of thousands of tickets a day, and there's between phones and watches and all that. Me (41:37) But it's let me go for a second and try to find these photos. Samsung (41:45) Appreciate that. Samsung (41:46) I'll send you the message right now. Samsung and Me (41:47) Kevin just like the last time just directly respond to that message with the photos. Yeah, but Me and Samsung (41:53) you're please don't hang up because I need to make sure I need to see what phone number comes in. No, I Samsung and Me (41:58) won't. Okay. Samsung (41:59) I want. Samsung (42:02) I'll also give you the ticket number if you recall. Samsung (42:07) When did it? Samsung (42:10) Everybody countless. Samsung (42:12) Was it the time that they replaced parts on the TV? Samsung (42:16) Is that the time when they damaged it? Me (42:18) Absolutely, so you're gonna get a screenshot right now of around the time when because I couldn't pull it off the wall to show you, some of the images are going to be a little dim, but you'll see they weren't able to get the back bezel to fit on. Me (42:34) And so they're pushing like crazy, and I was like guys, and also the TV was laying on AA. Me (42:44) And do you know what an ottoman is? Me (42:46) It's like where you put your feet on for a couch. Me (42:48) The TV was, they didn't bring protective cloth, they just laid the TV straight on my ottoman, which is a rough fabric, which is fine. Me (42:58) These panels are pretty pretty strong, but they weren't pushing on a flat surface, the ottoman, I'll show you a picture of what the ottoman is, but they were pushing. Me (43:09) To get it to try to clip back in, like both of them to try to get to go, click, click click here. Me (43:15) Let me let me miss a new picture. Me (43:32) All right, so here's all the images on this chat. Me (43:36) Let me know if you need any others but so basically on the back of the 2025 frame pro you have 2 connections, I believe one is a toss link and is one is a micro HDMI that does not pass arc. Me (43:50) I. Me (43:50) Couldn't even use my micro HDMI, which I do sometimes to hook up a PlayStation, real quick and just play a quick game. Me (44:00) Do it like once a week. Me (44:03) When chees? Me (44:04) She's out and I get to play my game, that's when I noticed I didn't even notice until they left, I was just wondering what the heck they were doing earlier, why they were pushing on it, and I was like, is going on. Me (44:16) And then I looked and I was like this. Me (44:18) All makes sense. Me (44:19) And that's when the screen started appearing c*****. Me (44:25) So my guess is because there's, you know, like IDE ribbon, south cable or power, you know, 20 gate, 2020 Gage cables for positive negative 24 V, or whatever it is, we're routed in the wrong way and they weren't able to clip this in. Me (44:41) And that's why. Me (44:42) I don't know like this should have clipped down. Me (44:44) No, issue didn't, because it was bulging. Samsung (44:52) I'm sorry, the so. Samsung and Me (44:56) So far, I have received 3A different set of photos. That is correct. Me (45:00) Yes. Samsung and Me (45:01) One, it's like an entire screenshot of a gallery. Yeah, that's correct. It's showing you what Me and Samsung (45:07) photos are available on this tet chat text message I unfortunately have like 9 or 10 different contacts for Samsung because it's always a different phone number. Yep. Me (45:20) Texting me once I get to a different tier level, so what else would you like to see? Samsung (45:27) And then the other twoI mean. Samsung (45:31) I guess there are just the same photos. Samsung (45:34) It's just that the other one is zoomed in. Me and Samsung (45:38) You want me to zoom in like. It's like the port of the Samsung (45:38) back. Samsung and Me (45:41) No, actually the photo that I receive it looks like zoomed in, yeah. It zoomed in. Yeah, you can get. I mean, Me (45:46) look, I can ' as soon as I can't take a good quality photo because I can't take this TV off the wall by myself by myself, but I mean, I'll try to zoom in a little bit better if you really want. Me (45:59) But this was me, just using the selfie camera on my phone to try to get the best image I could as Bessie, could do. Samsung (46:07) And just to just to confirm, this is the spot where they. Samsung (46:14) I mean, this is the lock for the back panel. Me (46:18) No, so this is not a lock. Me (46:19) This is where you plug in the HDMI and the optical sound cable. Samsung (46:25) Oh, so these are ports. Me (46:28) Yeah, so they. Samsung (46:29) I. Me (46:29) So when the TV is laying flat on my ottoman, they're trying, so they use my ottoman, they didn't put down a protective blanket, they use my ottoman as a workbench, so our technicians, when they're working on TVS, they bring portable, folding flat tables, they bring very soft, soft blankets, and then they lay the TV on blanket folded in half on a very flat table, or we instruct them to use their granite countertops, even better, then they can just assemble the TV, then they can replace parts, but so he had all the pressure on the lcd panel while replacing the parts and trying to click it back in none of the weight was anywhere, except for the center of the screen. Me (47:11) For that whole time they were replacing parts? Me (47:14) And that's why I'm saying I think the diffuser panels got damaged, or when the light comes from the side because the screen is not permanently bowed and bent, the light comes very strong, and instead of just diffusing properly like, you know, for every foot it's supposed to take 20% of the loots and the lumens right now, it's just taking all the light almost immediately, and it's just it looks like hatchy, it looks like it's just it's random light, and it's not consistent. Me (47:50) I hope that makes sense like. Me (47:52) It's a mechanical issue. Me (47:56) But this is just so, you know, this issue has been brought forward. Me and Samsung (48:01) I'm trying to find there's a different Samsung text message thread that has YouTube videos and it's much easier to see at night because daytime is really hard to see backlight issues, we all know that so I'm trying to find my night photos. Mm. Me (48:17) You did request those right? Me (48:18) But they will be on one of the tickets, or one of the text messages still looking. Samsung (49:08) So let me just document this. Samsung (49:11) And then I'll give you the ticket number. Samsung and Me (49:14) So one moment, please. I would Me (49:15) appreciate a text message that way because I input all the text messages into ChatGPT. Me (49:20) After I'm done into a project folder and then put up the phone calls it transcribe. Me (49:30) If you be so kind, just comes from you and there's better tracking visibility on your other teams when you're not there. Me (49:56) Let's see. Me (50:51) All right, so I'm gonna send so I have one big long thread. Me (50:56) I did find the backlight issue thing I was talking about, so I'm sending those images right now. Me (51:17) Would you mind terrible if I step away? Me (51:18) I have to go grab a beer first beer for that I'm a little stressed out I got to go down to the garage and go get one from the fridge. Me (51:24) Is that okay? Samsung and Me (51:26) Megaton, bigger time. Okay, Me (51:27) it might take 2 minutes, but I'll be right back. Samsung (51:30) The problem I'll be right here. Me (54:02) I don't. Me (54:15) All right, I'm back. Me (54:16) Sorry if you heard an alarm might have been loud. Me (54:26) It's still there, right? Me (54:31) I'm gonna assume you're still there, but I don't hear you just for your information. Samsung (54:35) Let's fill your. Me (54:35) Okay. Me (54:35) Good, okay, good. Samsung (54:39) Almost undocumenting it. Samsung (54:42) I have said Xi aint the ticket number and then attaching of course the photo that you sent me I'll send you the picket number once I'm done so basically once I submitted to this specialty claims department they'll get ahold of you within the next 24 to 40 business. Samsung (55:01) Hours and we'll further discuss what needs to be done with this, of course, they will conduct an investigation because it's evident, I mean there's definitely a damage on the just to confirm deaths, the HDMI port and the optical port on that TV, right? Me (55:21) That is correct. Me (55:23) They are, they're soldered to the main board. Me (55:27) Is that what you're asking. Samsung and Me (55:29) Yes, the one at the back that were bent. Yeah, so. Me (55:33) Yeah, and I apologize like I can take better photos, but it needs to be off the wall. Me and Samsung (55:37) They they did come out to to fix that. I mean this. Me (55:43) But I believe during fixing, that ISIS like by during that time and era, I don't know, it was all like it's all blur. Me (55:51) Now I gotta go look at my notes now. Samsung (55:55) Only for Ashley, I mean, it's evident that the ports were bent. Samsung (56:00) I mean it a brand new TV, doesn't parts of on a brand new TV doesn't look like that. Me (56:08) Well, no I used to I used to use them as you can see, like, plugged them in at 1. Me (56:13) And all I do is roll up the cable, it's long enough just to go to feet down and I just temporary plug in to the back of the PlayStation. Me (56:22) And yeah, then I roll off the cable and just push it up, it's pretty pretty simple, it's just a really thin. Me (56:27) Microw. Samsung (58:19) Kevin almost, I'm almost not submitting the ticket. Samsung (58:22) Let me just confirm again, so your home address is the one in Pierre's street, right? Samsung and Me (58:27) 3592 okay. Yes, yes. Samsung (58:48) So let me send you this. Samsung (01:01:26) Almost unhappier. Samsung (01:01:32) And there you go I have successfully januated your ticket number and I also sent it to you to text message. Samsung (01:01:41) Please let me know once you receive it. Me (01:01:46) For quiz. Me (01:01:51) Oh, right. Me (01:01:55) Cool, so 24 to 48 or 72. Samsung and Me (01:02:02) Usually, it's 2040 business hours. For Me and Samsung (01:02:04) Y for. Yeah, Samsung (01:02:05) they will reach back to you. Samsung and Me (01:02:09) And if they already. Sorry for special. Me (01:02:12) Who are talking. Me (01:02:13) Who am I waiting to hear from? Samsung (01:02:15) Maybe that will be the specialty claims department. Me (01:02:19) And are they different from the specialty coupon department? Samsung (01:02:25) Oh, that's the exchange in vans, I guess there too. Samsung (01:02:29) The 2 you were talking before the exchange in refunds team, so now that's totally different department. Me (01:02:37) It's fine team vehicle. Me (01:02:40) Those are just from a note. Me (01:02:42) I. Samsung and Me (01:02:44) You know, I'm really so sorry about all the trouble that all the convenience. Well, look, I I'm Me (01:02:47) I this is a not a win for me because I've already been approved just so it's abundantly clear go. Me (01:02:59) I am when this. Me (01:03:04) I mean, it's worth me going to a quick civil suit about. Me (01:03:07) It's fine like that's like I will win. Me (01:03:10) But is it really worth my time? Me (01:03:11) Absolutely f****** not. Me (01:03:14) The wife is a lawyer, so it makes it really easy. Me (01:03:19) Here's the deal, man. Me (01:03:22) Whatever it takes if this is a new angle, and if you see if you see this being an easier route, all good. Me (01:03:29) I have asked and I have made multiple complaints every time they come out. Me (01:03:33) I am just surprised no one has actually taken listen or visibility to it. Me (01:03:37) So if you can just lastly put in the notes or whatever that this is I've complained about the text each time that or more importantly, I can't get mad at the text because they're not being paid that much they are not paid to give a s***, it's the people you're hiring, but then guess what it all comes right back to Samsung, because they're not paying the people enough to care to pay their people enough to care to get the microfiber glass. Me (01:04:06) You know what I mean, so it is what it is, it's all still falls back on, guess what you well. Me (01:04:12) Not you because you 're a nice guy, but you're the guy unfortunately talking to me. Me (01:04:16) So who am I? Me (01:04:17) I'm the sucker for staying on the phone, and I should just throw the scene on the trash and go buy the dumb model for $1200 or sell this thing for 800. $, Me (01:04:26) and then pay $400. I don't Me (01:04:27) know it doesn't matter wherever we're at. I'm stubborn Me (01:04:30) and I'm not p***** off anymore, I drink a beer, I calm down, enjoy your day, think. If you're Me (01:04:37) your time, I hope they make the right decision. All I Me (01:04:41) want is to keep a frame just the dumb one, so let me get my coupon. Samsung (01:04:48) And I'm hoping for vast results and I don't want to take too much of your time anymore. Samsung and Me (01:04:52) Once again, Kevin, thank you very much for your patience and hope you have a good night. Oh, one other, I Me (01:04:56) have one other question not related to anything you might know it. Me (01:05:00) No one on Reddit knows it. Me (01:05:01) I haven't been able to figure it out. Me (01:05:03) Obviously AI is not gonna know it. Me (01:05:05) The 2026 frame pro does that use the same wireless protocol for the one connect, or have they changed it on a hardware and software protocol level. Me (01:05:19) Do you have different part numbers for that transcever for the ir window, or are they the same? Me (01:05:24) I don't have visibility on that is that something you could maybe look into and get back to me when you have some time law and hold for some weird stuff, and call me back, or text me on that. Me (01:05:35) Essentially, like, if the 2026 model has different true different parts, or if it's just A. Me (01:05:43) Mix a match. Me (01:05:44) No one knows on Reddit. Me (01:05:45) Everyone's kind of scared to get him. Me (01:05:46) I'm not the only one with issues halfway. Me (01:05:48) Does that make sense, you said your tier too right for tech. Samsung (01:05:53) No, sir, we, to be honest, we don't have a Q2 department. Samsung (01:05:58) I mean, when it comes to over the phone support, we Don 't have information about parts, and if there's anyone that knows more about parts, those are the filtered technician. Samsung (01:06:12) Kids on our end. Samsung (01:06:13) We are just purely ticket creation. Samsung (01:06:17) We don't know what part number is, you know, things like that. Me (01:06:22) No words. Me (01:06:24) Also, they left some parts here too. Me (01:06:26) By the way, I always, I've called them and told them they need to pick them up, and they're. Me (01:06:31) There were anyways. Me (01:06:32) It doesn't, I guess it doesn't matter yeah. Me (01:06:37) That's we should luck. Samsung (01:06:40) Once again, I'm hoping for a vast result and thank you for doing business with japsing. Samsung (01:06:44) You take care. Me (01:06:45) Bioters, back. Samsung (01:06:47) Daniel.