I had a very disappointing experience with support. I ordered an OLED TV that took about 6 days to arrive, and the package was factory sealed and intact. After setting it up and confirming it powered on and received a signal, I removed the screen protector, which led to issues. There were noticeable problems with the screen, including large patches of differing finishes. It was unclear what was intended for the screen, and I couldn't remove the marks left behind. When I reached out to the support team through their web chat, they suggested communicating via a messaging app, promising to get back to me immediately, but that didn't happen. I then contacted them through the app, providing the necessary photos and information, only to be told I would receive a prompt response, which again did not occur. The next day, I was informed that a technician was reviewing my case and would get back to me soon. I expressed my desire for a quick resolution, but once more, there was no follow-up. I reached out again only to learn that my case required further technical investigation. At this point, I requested to speak with the refund department and was told that approvals were needed from higher-ups. After researching my rights, I decided to reject the TV under consumer law. I submitted the required documentation through their website, expecting a response within 24 hours, which did not arrive. I followed up again 90 hours later and received a response two days later stating that approvals were still needed. Now, a week has passed since I submitted my paperwork, and I'm still left without a functioning TV, with the large item and its packaging taking up space in my home. This experience has been incredibly frustrating.
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