Samsung television repair

AndreGonzalez · 13 November 2023 at 8:39PM

Hello all,
I'm hoping someone can offer some advice please.
I have a Samsung television that I purchased directly from Samsung and which is still under the 5yr warranty.
The television developed a fault around 4 months ago so I called up Samsung to get a repair done under warranty.
Initially, Samsung told me that they couldn't find my warranty on their systems despite me sending them the email confirmation that they sent me at the time of purchase. Finally, two months later, they resolved the warranty issue and asked for their local authorised repairer, ICTV, to repair my television.
A few days later, ICTV sent someone out to me to collect the TV and take it back to their service centre to carry out the required repair. To top it all off, the guy that they sent over, dropped the right hand corner of the TV and cracked the external casing. He then had the audacity to say that 'don't worry hopefully they'll cover it under warranty'.
This was nearly 6 weeks ago and I've had no updates from ICTV or from Samsung. I've called ICTV but they never answer their phones (you eventually get a message asking you to email them). I've emailed them several times but no one replies.
I have contacted Samsung but unfortunately, my issue seem to be lost.in translation as their call centre is based in Asia somewhere. I have tried explaining what the issue is on multiple occasions but keep getting told that ICTV will update me. How long is one supposed to wait before getting any form of update? My warranty is with Samsung so surely they should be chasing the repair up for me.

I am out of ideas now and don't know where to go from here. I have even tried to find details for the CEO of Samsung UK but have been unsuccessful in doing so.

Any ideas please anyone?