Samsung G7 power cord fire

[Raland]

Came in to find my 3 month old Samsung G7 inop. It was early morning and I use my monitor to light up the room. While reaching to push the power button I noticed what looked like sparks. 

I found the back covered with soot and the power cable sparking. You can't see it in the picture but all three cables are velcroed to the stand so there was no chance for the cable to get pulled. 

Contacted Samsung via chat and they have been ok so far. They collected all my info and escalated my trouble ticket. Right now I'm not touching it until I get instructions from them. 

I did check and the cable is fully seated into the plug. Just a heads up to maybe keep a little closer eye and don't leave a pile of anything flammable under your monitor. 

 

[emosun]

Nothing makes companies scramble like product fires

[CommanderAlex]

If G7 has anything in common with Galaxy Note 7...

 

Well then RIP this monitor. Hopefully, Samsung will be able to get a replacement for you. 

[wONKEyeYEs]

Same supplier that NZXT uses?

[Moonzy]

Do let us know if you found out what caused it

 

I'm curious now because I've been eyeing on a G9

[Raland]

I think it's just the end of the cable. I can't tell by looking at it now that it's melted but I believe the end was a 90 degree. I had been noting some weird issues where my fps in games like POE intermittently dipping super low. Way lower than i would expect with a 2080TI. It would make sense if the cable was not supplying full power. It is labeled 24 volt so it wouldn't take must resistance to effect the performance. Will keep everyone posted. 

LOL on Samsung issues with '7' models and the NZXT. 

 

[Raland]

The chat bot did immediately connect me to a human when I entered 'my G7 monitor caught fire'. 

 

[Raland]

To there credit Samsung contacted me on Sunday. the 1-800-Samsung line had almost no wait times and the numerous people I spoke to were all helpful. However, their system is a mess. Due to the fire issue I needed "Specialty Claims" but that department doesn't work the same hours as the regular support. There was confusing on sending the unit back or having a service person come to my house. The determining factor was screen size, below 40 gets sent in, over 40 inch (typically TVs) get in house.

 

While they provided the shipping label, I have to mail my monitor to a repair center in New Jersey via UPS Ground. I'm in California so that's at least 5-7 days travel time there and another week back on top of 'repair' time. For a 'Premium' product it sure doesn't have premium service. Unfortunately they are pretty safe, other OEMs are no better or quite possibly worse. I wonder if they will extend my warranty period since it will be in repair for 20% of the duration.

 

 Here's a close up view. I think I'm going use the Covid cash to buy something different that uses the tried and true C13 power cable and sell the G7 unopened when it returns from repair.

[OrdinaryPhil]

C13 is the way to go. I have never and will never own a monitor with an external PSU or Power adapter.

Sorry you had to go through this
 

[Raland]

Final follow up. Short story, they sent me a new monitor. Looking at the power brick and plug, they look no different than my original. Build date on the monitor is Jan 2021 and it came with the latest firmware. 

 

Overall the experience was about what I expected having dealt with tech RMA's for a lot of years. It took so long for the monitor to arrive in NJ from CA that I got automated emails from the RMA prompting me to ship the monitor. I guess their ticketing system doesn't access their own tracking numbers. 

Checking the status on the Samsung website was about useless. The only information entered there was when the replacement monitor shipped and the tracking number was added and I got that info in an email. No findings, no problem verified, no FU and die, not a word. I included a write up and 8 pages of photos when I sent it in. Probably went straight in the trash. 

 

This was likely just a random manufacturing defect. I'm thinking about adding a second G7 so this didn't put me off Samsung products. It just confirms my usual statements:

 "All devices have NO warranty, until you try and use it". 

"A premium device with a premium price does not mean premium service" 

 

I don't like like to bash without suggesting improvements. This experience would have been better if:

Support people were better trained. They did a great job but there was a lot of going back and forth about whether this was a "TV" or a "Monitor". Ultimately, it depends on the size as to whether they send someone to your house to work on the unit or you have to send it in. 

 

Faster shipping. Seems everything gets sent to the repair center is NJ. That puts a large part of the US at over a week away by UPS ground.  Once I had the Samsung shipping label I was tempted to ship it via 2-3 day air at my own expense.

 

Actual put something on the repair ticket. "Received Monitor, and confirmed complaint. Powered monitor with known good power supply. Monitor functions normally. Power cable was defective. Issuing new replacement due to extreme failure of the cable"  How hard was that. 

[Orian Pax]

14 hours ago, Raland said:

Final follow up. Short story, they sent me a new monitor. Looking at the power brick and plug, they look no different than my original. Build date on the monitor is Jan 2021 and it came with the latest firmware. 

 

Overall the experience was about what I expected having dealt with tech RMA's for a lot of years. It took so long for the monitor to arrive in NJ from CA that I got automated emails from the RMA prompting me to ship the monitor. I guess their ticketing system doesn't access their own tracking numbers. 

Checking the status on the Samsung website was about useless. The only information entered there was when the replacement monitor shipped and the tracking number was added and I got that info in an email. No findings, no problem verified, no FU and die, not a word. I included a write up and 8 pages of photos when I sent it in. Probably went straight in the trash. 

 

This was likely just a random manufacturing defect. I'm thinking about adding a second G7 so this didn't put me off Samsung products. It just confirms my usual statements:

 "All devices have NO warranty, until you try and use it". 

"A premium device with a premium price does not mean premium service" 

 

I don't like like to bash without suggesting improvements. This experience would have been better if:

Support people were better trained. They did a great job but there was a lot of going back and forth about whether this was a "TV" or a "Monitor". Ultimately, it depends on the size as to whether they send someone to your house to work on the unit or you have to send it in. 

 

Faster shipping. Seems everything gets sent to the repair center is NJ. That puts a large part of the US at over a week away by UPS ground.  Once I had the Samsung shipping label I was tempted to ship it via 2-3 day air at my own expense.

 

Actual put something on the repair ticket. "Received Monitor, and confirmed complaint. Powered monitor with known good power supply. Monitor functions normally. Power cable was defective. Issuing new replacement due to extreme failure of the cable"  How hard was that. 

Congrats! Thanks for posting your experience. Big help for me.