I feel like you can definitely challenge that and appeal. do you have it in writing or an email of them saying they would do it for free? or did you have a phone conversation which they record for training and monitoring purposes?

Samsungs support ******* sucks.I bought a 65" 4K curve last year, did the firmware update after setting everything up, and it just says it wont connect to the internet after the update, none of the smart apps would work, voice control needs the internet, controlling it through the phone still needs internet. trying to run it wired didnt work either Well i contacted samsung support and they said i had to take it to a service center,then they were unsure they could help me because im in canada. They sent me the names of 2 centers several hours away.Having it serviced would then void my warranty and i would have to pay for the service center to try to fix it.Samsung tried telling me scripted generic responses that were incoherent when i asked questions and the tech support is useless. I fixed the problem myself by updating my routers firmware and and changing the gateway ,DNS subnet mask and ip manually in the tv's wireless settings. contacted samsungs support and asked to speak to the product manager to add my fix to their scripted bs,got a couple coherent responses then they went back to scripted bs. Worst tech support ever Tv looks beautiful tho, but im disappointed in the lack of support to customers that spend thousands on their products.