Samsung The Frame TV (2022) (Factory Reconditioned) (Open Box)

I bought a 75" frame TV that would not turn on - on powering up the first time after mounting to the wall, the screen would turn a bluish hue, the one connect box would produce a click sound and it would repeat the power cycle over and over.Since this was a first high dollar value purchase, I was careful to ensure I bought directly through Amazon. I had bought this for a new house and was only able to mount and plug in the TV a few months after I bought it due to unexpected delays with the new home being ready to live in.I initially chose to address through Samsung who outsourced to a third party repair company. The company repair personnel came to my home and diagnosed from the blinking light code that the led screen was not functional and the TV was defective. If they were going to repair the screen, I was advised it would take long and they would have to place an order with Samsung, and I may only be getting refurbished parts. For a new TV, this was not an acceptable resolution. I was also advised that returning the TV to the store would be quicker and easier if it was an option. I did not want to deal with Samsung or their third party service providers anymore and just wanted my money back to buy a more reliable TV.Amazon would not replace the defective TV with a new one. They would only allow a return for this defective TV with a restocking fee (of $432.57) since it was outside their 30 day window. $400+ restocking fee for a fundamentally defective product that cannot be restocked in any sense of that English word is unacceptable. Even when I escalated the matter, the tone deaf response from the supervisor was that if I wanted to return, a restocking fee applies per their policy and it is automatically charged by the software system and there is no way to waive it. I was also told that she as the supervisor is the last and final point of escalation and there is no option to complain or provide feedback to Amazon (other than taking legal action).I made it clear that my intent with placing a complaint was to provide feedback for the policy applied to high $ value items. It was a rude surprise and shock that a customer service supervisor would state that there was no further opportunity for feedback so a manager at an appropriate level of authority could review the policy and determine if there was room to improveCompare this policy and customer service response to other stores e.g: Costco, which offers 2 years of additional warranty on top of the manufacturers warranty for any TV purchased at their store or their online portal. I have been an Amazon Prime Member for more than 15y and this was my first purchase of a single item exceeding USD 2000. The experience and response by Amazon was a bit of a nasty shock. I guess it was a shock because I work in management within my own organization and we have had so much internal discussion on the value of "customer obsession" and how we can incorporate into everything we do and learn from Amazon based on all that is written about the singular company value that made Jeff Bezos and the team that built Amazon succeed.We were at an impasse and I relented and said ok, can you call Samsung again so we can resolve the matter together. The supervisor placed me on hold and after a while the line disconnected. She did not call back.The lesson I have learned is that Amazon takes no responsibility for defective merchandise even when it is directly sold by them and there is no differentiation in the product warranty and return window whether it is a 20 dollar item or a TV costing several thousands. There is also no feedback mechanism to get policy issues to be considered further.I will not buy any high $ items from Amazon and offer this experience as caution to anyone considering purchasing high $ value items especially if you need greater than the standard 30 day window. Please ensure whether you have the warranty coverage you need to get a new product replacement or return and refund.Update: On the third try, I was able to get a different supervisor on the line who understood my situation and was willing to credit the restocking fee upon return so that I did not lose money over a defective product. He apologized the he could not replace with a new item on this particular TV. At least a fair resolution.