The actual video footage showing the technician scratching the screen is quite a way in:

https://youtu.be/lLimCcnee9c?si=FLnnRXxHtDzocrrD&t=922

The video is extremely rambling, but yep... it's extremely clear cut that the technician should be (at a minimum) fired and potentially charged by police.

The obvious next question would be... "so how many other people's tv's has this technician scratched?", followed by "are other employees doing this too? Is there a wider problem here...?"

Samsung should be held responsible for this, they took the risk of outsourcing their repairs to pad their profits, they caused this by improperly vetting the people that they ultimately send to people's homes.

Also, this technician should go to prison for vandalism and fraud. He should also have to reimburse the victim for the entire brand-new cost of the same TV, including s&h.

Wild. Who would expect a tech to do this? Imagine the dude didn't record it