- Samsung TV denying valid warranty claim ^Open

Atul Goel filed this complaint against Samsung on May 21, 2026

Subject: Unfair Trade Practice, Arbitrary Warranty Denial, and Deficiency of Service by Croma and Samsung

Complainant: Atul Goel
City: Bangalore, Karnataka

Product & Purchase Details
Product: Samsung LED ***CM QA**QN**BA NEO QLED *K

Model Number: QA**QN**BAKLXL

Serial Number: *AN**PBT******R

Date of Delivery: **th October ****

Retailer: Croma (Extended Warranty Plan ID: EWS********************)

The Defect
The television screen is suffering from severe delamination. The front glass is separating from the display panel, resulting in major air bubbles appearing along all four borders and directly in the middle of the screen.

Chronology of Events & Grievance
Initial Complaint (Croma SR# ************): Upon noticing the bubbling, I contacted Croma, who holds my ZipCare Extended Warranty. Croma refused service, stating the TV was still under the initial *-year manufacturer warranty provided at the time of sale, and deflected the issue to Samsung.

May *, ****: Escalated the repair request directly to Samsung.

May * – May **, ****: Followed up with Samsung via *+ phone calls seeking a resolution.

May **, **** (The Verbal Denial): Received a phone call from a Samsung representative, Sarayana Saravanan. She verbally stated that the warranty claim was being denied due to alleged "Impact Damage." I repeatedly asked her to explain how impact damage could cause delamination and explicitly requested that she provide this specific diagnosis in writing via email.

May **, **** (The Deceptive Email): Instead of providing the requested written explanation of "impact damage," the representative sent a generic email stating the panel needed replacement. The email conveniently omitted any mention of physical damage and simply demanded a payment of ₹**,*** (after a supposed "discount" on a ₹**,*** total).

The Technical Dispute: Delamination vs. Impact Damage
Samsung's verbal diagnosis of "Impact Damage" is technically baseless and is being used as an excuse to avoid honoring the warranty.

The Nature of Impact Damage: True physical impact to an LED/QLED panel results in shattered glass, localized spiderweb cracks, dead pixel lines, or color bleeding originating from a specific point of impact.

The Nature of Delamination: The issue with my television is bubbling on all four sides and the center. This is a classic symptom of delamination—a failure of the optical adhesive binding the screen layers together, often caused by manufacturing defects or poor internal heat dissipation.

The Logical Impossibility: It is physically impossible for blunt impact to cause uniform air bubbles across the center and edges of a screen without cracking the glass or destroying the underlying pixels.

Relief Sought
Samsung and Croma are shifting responsibility while trying to extort ₹**,*** for a manufacturing defect covered under warranty. Furthermore, Samsung's refusal to put their "impact damage" claim in writing demonstrates a lack of technical evidence.

I request the immediate, free-of-cost replacement of the defective display panel, or a full replacement of the television unit. If this is not resolved, I will be forced to pursue formal legal action in consumer court against both Samsung and Croma for selling a defective product and engaging in deceptive post-sale service practices.

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