I bought a new TV directly from Samsung and also paid for the professional installation. I provided my own mount, which I understood was an option. I thought the crew would check everything for safety before finishing up.
One technician called to say they were on their way, and when they arrived, the two installers seemed rushed. They kept asking what time it was, like they were worried about being late for the next job. The mount was still in its sealed box, as per the instructions, but they opened it and started putting it together quickly without looking at any instructions besides checking the VESA positions. They took some photos of their work, confirmed where I wanted the mount, drilled into the studs, made sure the TV was level, and plugged it in to make sure it turned on. After about 30-40 minutes, they packed up and left. I noticed they left the mount arm extended a bit, about a foot out from the wall.
A few moments later, while I walked past the TV, I heard a cracking sound and suddenly the TV came off the wall and fell onto me. I managed to catch it a little, but the bottom corner hit the wall and caused some damage. I set the TV on the bed and recorded a short video showing the damage to the wall and the TV. I texted the technician, and they called back right away—apparently, they hadn’t even left the street yet. They came back to my house, but this is where things got weird. They suggested that the mount was the issue and said I should buy a different one. They took the TV off the mount and installed the stand that came with it, then suggested I should call Samsung in a couple of days to report problems with the TV. They told me to say that the TV was glitching, turning off by itself, or taking a long time to start up, and that I should claim it had a defect. They told me to leave out the part about the TV falling off the wall, and just say I decided not to use the mount. They even said Samsung would just send a new TV if I did this.
Of course, I didn’t follow their advice. I could tell they were trying to cover their tracks. Not only did the TV fall off the wall, but I also hurt my shoulder when it happened. I never planned to lie about what happened, but I wanted to make sure I had proof that they were trying to tell me to do so. I started a chat with Samsung to have a record of my claim, and saved the chat log, along with photos and videos of the damage. I’m planning to call customer support tomorrow and hope they take this seriously. Any advice would be really helpful. Thanks, everyone.