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Samsung Horrible repair services
Posted by on
Very recently I bought a Brand new HDTV. It worked Great for a few weeks but then got a stuck pixel on the screen. Since I just bought it, I thought it wouldn't be a problem with the warranty. So I contacted Samsung and they told me how to mail it, and I did. A few days later they had contacted me saying that they wanted $80 to fix it. I even tried bringing up the fact that I just bought it. Well, that didn't matter so I just said "forget it, just send it back then." Samsung sent it back, but when I opened the box the bottom part of my screen was broken off and taped back together, it looks like someone had kicked it in or something. On top of all this they didn't even send back the screws for the TV stand. This has all happened in the last couple of days. The only review I have for Samsung is that they are an absolutely horrible company, That won't even keep their word. I Have told all of my friends what had happened, and all of them told me that if they aren't going to help me, then they will make sure to never purchase anything from Samsung again. I have pictures that I sent to Samsung, because now I am filing a claim. Hopefully they can redeem themselves by Replacing my TV. Thanks for listening
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DO NOT purchase a 50" PN50B550 Plasma TV or anything from Samsung!!
Posted by on
My last TV (a Sony) was still working after 25 years, but I, foolishly just had to have a new TV. So I made a huge mistake ... I bought a Samsung 50" Plasma TV.

What a nightmare! And, it is still haunting me. I'd been watching the TV for less than two months, when it developed green and purple vertical lines from left to right across the screen. I submitted an on-line trouble ticket ... eventually I was called back by someone that could not understand me, nor could I under him (or her). That person closed the trouble ticket. Oh great!! So, this time I called Samsung and made them aware of my problem. I asked that they did not contact the same company ... so they referred me to a national tech company. They sent out a non-English person (I think it was the SAME person) who said that the parts that I received probably would not fix the problem.

He and I struggled to take the TV down (it is mounted on the wall). Once down, he went through the motions and swapped out each of the three cards. Nothing cured the problem. He reported back to "the company" and then to Samsung. They said they would send out a replacement panel. I about went through the roof! I have a TV that is less than 2 months old and I have to have it rebuilt -- I wanted it replaced. Everyone blew me off and said that was my only choice. (Great ... took 1 day off work here)

Arrived home one evening to find that I had missed a delivery ... REQUIRED to be home to received "the panel". So ... take day 2 off from work! Truck delivered a HUGE box with the panel in it.

That was delivered on September 1st. Anytime I have company, I have to drag it out of the hallway and stash the dresser and drawers that are in the living room -- to avoid the embarrassment of needing my brand new TV repaired ALREADY!!

Sept. 9 ... Samsung calls me to verify that I was happy with the repair. I about came through the phone ... NOTHING has been fixed and NO ONE has even contacted me about fixing it. And, I now have this huge box that is in the way.

Sept. 14 ... another call from Samsung. Still no sign of a repairperson! She calls the repair company and informs me that Samsung has a 21-day (working) policy that if a unit is not repaired, they "can take other steps." That would be 21 Sept according to her.

You've got it ... Sept 21 came and went and I'm still tripping over the box and watching TV through the purple and green lines.

Sept. 21 ... called Samsung again. No one acknowledges the 21-day policy. She's going to call the repair company and see what is going on. That company calls me and asks if I want a repairperson ... duh!! He says it will be AT LEAST 48 hours before they can even set up an appointment.

No way ... I call Samsung back and find someone that offers to replace the TV. BUT ... it will be the same model and I have to remove it from the wall and reinstall it myself. I ask for a supervisor ... his supervisor is "not available" - he says he will have his supervisor call me back.

So here I sit ... still watching a green and Purple lined TV and tripping over a huge box.

If I don't hear anything before Thursday ... I'm dragging the stupid box outside! They can come and get it or not. I've had it with storing their parts. I've made a complaint with the NJ BBB ... hope that will help. I've contacted our local TV station customer help group ... hopefully that will help.

Bottom line ... DO NOT PURCHASE ANYTHING from Samsung!! They don't care about their products, their reputation, their customers, their customer service or their repair vendors.

You've been warned ... Avoid them ... if they are the only game in town ... DO NOT buy their products - They should be out of business.
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Anonymous on 09/21/2009:
Too bad. My Samsung Flatscreen works great.
Ytropious on 09/21/2009:
I second that, my 42 inch Samsung Plasma has been working just fine and it's older then yours. This is an isolated incidence, no reason to bash the entire company.
Anonymous on 09/21/2009:
My Son has a six month old 50" Samsung Plasma with HDMI. The picture quality blows away any LCD or projection TV I have ever seen. My next flat screen will probably be a Samsung after seeing the picture quality.
Anonymous on 09/21/2009:
We have a 42" Samsung plasma here in Singapore, with no problems. But, I've been reading that plasma's will be phased out in favor of LCD/LED sets. The plasma's here are dirt cheap. In looking at the LED pictures, they seem to be far superior to anything else. I can't wait for those to go down in price :) The screens are so much thinner too, if you like to wall-mount them. It will be interesting to read reviews on the LED's after they have been out for a while.
AvoidSamsung on 09/21/2009:
I'm happy that you have functioning machines, but I stick by my review. Samsung's customer service and their product sucks! I have a TV that failed within 2 months. That is totally unacceptable and Samsung doesn't seem to care AT ALL. Two of you have 42" ... those are not what I have. And, the 50" ... what model? I would not recommend ANYONE to go through the hell of dealing with an unresponsive and difficult company as Samsung. Look elsewhere ... DO NOT buy Samsung! Great when it works ... but service and support is very important and they get ALL ZEROS on both.
Ytropious on 09/21/2009:
Again, I think it's a fluke, an unfortunate fluke. It's under manufacturer warranty, it's going to get taken care of.
Anonymous on 09/21/2009:
avoidsamsung, I agree with you totally that your experience with Samsung is unacceptable. I would be upset too. I hope you get this resolved to your satisfaction.
Anonymous on 09/21/2009:
These plasma/LCD Tv's, will never last as long as the Tube tv's did.
Anonymous on 09/22/2009:
If the tv is only two months old, it is still under warranty. I would demand they replace it. Assuming you still have the receipt.
Anonymous on 09/22/2009:
If my new big screen went out after two months I would be PO'd beyond belief! To all of the others that have had good experiences with Samsung, that is great, but we shouldn't minimize the OP's experience. Obviously it hasn't been a good one. Wally, you are right. These TV's will never last as long as the old ones did. We had an old Sears tube tv that lasted over 20 years.
AvoidSamsung on 09/22/2009:
I've been trying for almost a month to get this TV taken care of. I DO have the receipt ... and I never wanted it repaired - Samsung insists that they repair it. They would not replace it ... as I think they should have seeing that it was less than 2 months old. So ... I've become a storage yard for their parts with NO contact from Samsung nor a repair person.

I want a new TV ... and, additionally, I want them to either remove and reinstall it or pay to have it done. I had to pay to have it done ... and I don't expect that I should have to pay again for their failed TV and awful service.

I'll sit and wait for a supervisor to call ... and call them again on Tuesday. I want this fixed ... and will continue demanding a replacement. I'm just super PO'd that I even have to be going through this. I've lost time at work ... and gained several gray hairs.

Honestly, because of this experience I will NEVER buy a Samsung product ever!! And, everyone should consider doing the same. If this is how they treat a new customer with a NEW TV ... imagine what it would be like at month 10!

"It's going to be taken care of!" Do you have an inside track? When? How? by Whom? Their warranty seems totally useless at this point because NOTHING is being taken care of.

I'll update when I talk to them again.
PepperElf on 09/22/2009:
I'm confused about the dresser and drawers though. You are moving them because you're embarrassed about having a tv that needs repairs?

or is it because you don't want the workers to see the items, perhaps thinking they might steal things?
AvoidSamsung on 09/22/2009:
I've had to move the dresser (with drawers) from the bedroom to the living room for the TV to be repaired. The beast is hung on the wall above the TV.

Still nothing from Samsung ... how often do you think I should call them? This is SOOOO frustrating and I'm sick of spending my time chasing them to do what they should be doing already!
Ytropious on 09/22/2009:
So they have offered to help you by fixing it, but you refused and wanted it replaced? That isn't how most manufacturer warranties work. They're still trying to help you, and even if it's not the exact way you want it, is that really the companies fault? No don't answer that, I know what you'll say. I know it's bad that the TV failed in 2 months, I'm not defending that, I'm defending that the company has told you they will fix it, and you are making them replace it, NOT something in the warranty. I think you're just asking a little much (I want a new TV AND them to come install it).
AvoidSamsung on 09/23/2009:
Samsung says it is THEIR policy to replace it if THEY don't repair it within 21 working days. I'm not MAKING them do anything ... it is their policy. I have not refused anything ... I've waited far too long for anything to happen.

And as for taking it down and reinstalling it ... they need to leave it as they found it. It is installed and I'm only asking to be returned to the same condition.
Anonymous on 09/23/2009:
Has it been 21 working days? Business days. Monday through Friday.
AvoidSamsung on 09/23/2009:
Yes ... it has been 21 working days. And, Samsung concurred with the timing and their policy.

But ... I'm still waiting for a return call. Time for me to call again! I've said it before and I'll say it again ... their Customer Service SUCKS!!!
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Power-on issue with Samsung LCD
Posted on
My wife and I purchased a Samsung 40" LCD TV (LN-S4051D) from BestBuy here in Orlando, Florida, in April of 2006. Three years later, well outside of the company's one year coverage, our $2,800.00 television has ceased turning on when the power switch is depressed. We chose not to purchase an extended warranty for a couple of reasons: one, it was bloody expensive, and two, nothing ever goes wrong with LCD TV's, right? Wrong.
After calling Samsung and being told that this was an unusual problem, and most likely an issue with the power supply, I contacted the repair company that Samsung customer service gave me the local number for. I was informed that they would not be able to get to our TV for about five days and the cost would be just shy of $400.00. Aaarrgh! I did a little looking on the web and found a posiTVely reviewed local shop and called. He said he could come out the next day at 2pm to look at the set. As it turns out he had some technical issues at his shop but neglected to call and let us know. My wife had taken off from work so that she could be at the house when he showed up. Oh, allow me to back up just a moment and explain my personal situation. I was in an accident in '03 that left me a paraplegic, paralyzed from the chest down. I am currently confined to bed due to complications associated with a pressure lesion. My 12-year-old daughter is on summer vacation right now and my wife was not comfortable with her being home with a stranger coming to the house, and me not being able to protect her in the unlikely event that he engage in criminal behavior. Orlando has become that kind of town over the years. Getting back on point, he came out to the house two-and-a half hours late and did nothing more than verify that the TV was doing what we'd already told him it was doing. He said he'd have to go back to his shop and get the price for the part he'd have to replace and give us a call the following day with a total. He was also certain to appropriate his $55.00 for the visit. I ended up having to call him the following day, around one, and was told that it would cost $385.00 minus the $55.00 already paid. Having a difficult time coming to terms with the expense involved in repairing an infant TV, I engaged in some additional research one the web.
I managed to find a fount of information on a site called "The Tech Report". Here I discovered over 140 entries concerning the same issue we were having with our set. Granted, some were by the same individuals, engaging in dialogue. However, here were a LOT of people suffering with the same problem on varying sizes of screen. After a period of delayed turn-ons lasting about a week, their sets would simply stop turning on. Whether using the remote or pushing the power button on the front of the set, the TV's relay would click and then the red LED above the power button would blink four times, followed by nothing. Many folks were finding success by going to Radio Shack, spending a little over $7, and replacing capacitors on board BN44-00134A at locations CS806, CM811, CM812 and CM817. After desoldering the visibly bulging, and at times oozing, capacitors and soldering in the new ones, the TV's turned right on. In only a few circumstances did replacing the caps not solve the problem. Oddly, replacing board #BN94-00864A proved to be the solution in these cases. Many were asking, with so many sets suffering from obviously faulty capacitors, why was Samsung not issuing a recall or offering a simple repair program of some kind, given that the solution was ultimately so inexpensive. Upon calling Samsung, many were told that this was the first that they were hearing of this problem. That reeks of pure dishonesty, as far as I'm concerned. One would expect a more forthright approach from a company as large and presumably respected as Samsung. When we originally bought the TV, I remember telling my wife that Samsung was no longer the same laughable company that it was back in the 80's and early 90's. It had become comparable with Sony in the new millennium as Sony's quality had tapered off somewhat. Now I strongly question the validity of that statement. I find it unforgivable that Samsung is unwilling to stand behind its products in this case of obviously inferior components being used on several models' circuit boards. I will be making a conscious effort for many years to avoid buying any Samsung products, while my friends and family have most certainly been made aware of our issues with the company.
Needless to say, I called the repairman the same evening and told him we were not going to have the TV repaired. Obviously, that left us out the $55 for nothing, but I was hoping the $7 spent at Radio Shack would solve our problem. My father came by and replaced the caps for me, but to no avail. The TV still behaved the same. Next is replacing the power board at $99. At least $162 is still a bit less than $385. One website indicates that circuit board part# BN94-00864A is the most commonly failed part in these Samsung televisions. We've got our fingers crossed.
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Winegirl on 02/15/2011:
Yes, we've had an identical problem with our Samsung set only 1.5 years old. It's toast.
trmn8r on 02/15/2011:
It isn't "toast" if it can be repaired cheaply. As the OP points out, these low cost capacitors are known to be faulty. Lacking that, he has hopes this $100 board will solve the problem.

IMO, Samsung should have issued a recall for the capacitor problem. It seems that it was far too common, and obviously due to a material defect. I hope the relatively inexpensive (to having it serviced) circuit board solves the problem for the OP.
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Out of Warranty Service
Posted by on
After three years of service my 46in Samsung suddenly would not turn on, a clicking sound could be heard and the TV had to be unplugged. After researching the problem it appears Samsung had some bad capacitors.

A call to Samsung customer service got me a free in home repair, replacement of defective caps, at no cost to me.

Truly above the norm in today's market place.
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Slimjim on 11/08/2011:
Thank you for writing this. It's nice to see someone who can appreciate that out-of-warranty service is not to be expected and cursed for if not given. It's also a good nod for Samsung on this too.
MDSasquatch on 11/08/2011:
A guy I work with is really into TVs and such, he does a lot of research before he buys and he swears by Samsung; nice review.
swimjim on 11/08/2011:
I have a Sony Bravia LCD, a month ago I got an email and accompanying letter telling me to get my set tested (for free) for a similar problem. Thankfully, mine checked out. In any event, here is the link if YOU have a SONY.
traceylynn on 11/08/2011:
We have a Samsung flat screen we bought about 4 years ago. Love it! Samsung is actually know for being one of the best brands where tv is concerned. Our next one will be a Samsung as well.
Venice09 on 11/08/2011:
It's great to see a company stand behind its product instead of hiding behind an expired warranty.

I had a bad experience with Samsung many years ago and vowed to never buy their products again. I guess it's time for me to rethink that strategy.

This was very helpful.
madconsumer on 11/08/2011:
I have always been told samsung has top quality products. that was why I purchased a samsung telley.

very helpful review!
trmn8r on 11/08/2011:
This problem is VERY WIDESPREAD and affects a lot of models. My guess is Googling "Samsung tv capacitors" would be revealing.

The OP is LUCKY. Samsung has REFUSED to help what must be several thousands of customers. The repair cost is several hundred $$$, which is absurd because the parts are less than $10 and the repair is easy (instructions are online).

Samsung should have reached out to all the affected customers and issued vouchers or whatever so they could get their capacitors replaced. I am glad you got coverage, but SHAME on Samsung for NOT being proactive, and for refusing to help a lot of owners.
ok4now on 11/09/2011:
Years ago Samsung was pure junk, at the very bottom with Hyundai. Today they both produce a world class quality product. Sure there will be negative reviews, no product is perfect. These companies need to stand behind their products and offer the consumer some help when complaints are made. Don't become another Dell. Back in 2008 I purchased two Samsung HD TV's. The picture quality is stunning and I have had no problems. Glad to hear you got the free in house repair.
JoeinTx on 11/24/2011:
Just one more comment about Samsung. After one repair after another, We finally concluded that our old friend Jennair had lost their way, we traded our new Jennair Electric Range for a Samsung. We couldn't be happier! After two trouble-free years we have never had a problem so I can't comment on the customer service yet.
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Samsung is selling defective TVs with total disregard
Posted by on
I have been for a very long time a Samsung customer and loyal supporter. In the past I had marveled at their technology and enjoyed their many products; however, I have recently I purchased a new 46″ inches LCD HD TV for about $1000.00US and had been very pleased with the unit until now. It has been a under 2 years since I purchased my TV and lately my LCD TV, for no apparent reason (model LNT-4642H), has been taking longer and longer to turn on, it’s currently taking about 15 clicks to go on or about two minutes and getting worse. I have called the Samsung customer support line only to be given the polite runaround (I feel your pain thing), that there is nothing that they can do because my set is out of the warranty period of one year and my set is 19 months old. I further insisted explaining the situation that my TV apparently had defective capacitors and was suffering from the “Clicking Sounds of Death” and the nice lady just keep telling me that Samsung would not cover the fixing cost, about $400.00 because the TV was out guarantee period (1 year). I have never had a TV go bad on me within less than two years from purchase, the last time anything had gone wrong on any of my TVs was 30 years ago. I was planning a new TV purchase, an LED LCD TV from Samsung, but because of their irresponsibility and total disregard to their clients I have lost all confidence in this company, I plan to never buy another Samsung product again regardless of the outcome in this situation. To Samsung, just remember what happened to the great American car manufactures like GM, Chrysler, American Motors that had total disregard for their clients, they will disappear, may soon go by the wayside like Chrysler, or are now having the hardest time trying to convince the public to purchase their products.
Let’s all send this so called great foreign and arrogant TV manufacturer a clear and loud message, If you are not going to take responsibility for selling your defective products, specially with your loyal crowd, we should then not buy any of their crappy products; pass the word around that Samsung is no longer a good company ( got too big for it’s own good) and we should stay away from them; SAMSUNG has made a terrible and irreversible mistake ignoring and harming it’s clients, there are thousands of reports all over the place indicating of your faulty product and total disregard for you clients; as a company Samsung is a worthless pile of trash, don’t buy their products!
Resolution Update 05/28/2010:
Samsung finally gave in and authorized the repair free of charge, a courteous technician came to my house at my convenience and replaced 4 capacitors with higher rating units, and the TV is now working like new. Total repair time was under 20 minutes. It's too bad that Samsung hesitated for almost 8 months for the fix this issue. Samsung has lost an extremely loyal client, shame on you Samsung, you had your chance with me and blew it, may you get your just deserves.
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Anonymous on 12/25/2009:
That sucks, but I never had any problems with any samsung products I've owned. I have a Samsung Dishwasher and love it. Cleans anything and everything off my dishes with little rinsing ahead of time....Sorry for your problems, though. Sound's like a real headache. Sometimes you luck out and get a great product that lasts for ever, and other times you get a dud.
Anonymous on 12/26/2009:
Out of warranty means out of pocket. There is nothing they can or will do for you. You did not buy an extended warranty.
herjimenez29 on 12/26/2009:
Dear Tennboy1981, this is not a matter of luck, I was a very happy Samsung customer, I have a Samsung Blue Ray DVD, cell phones and previously owned many Samsung TVs as well as cameras, etc; this is a matter of Samsung knowingly selling now defective and potentially dangerous products; these defective capacitors release hydrogen (an extremely flammable and very explosive gas) as they decay, furthermore I have already heard of one case in which the set caught on fire. Samsung is well aware of this situation and has decided to look the other way, by my calculations all sets with these defective capacitors are failing and all will soon fail right after the warranty period. This situation has been a mayor and irreversible blunder by Samsung, the word is out, they have failed to do the right, morally and legally thing to do, personally I have lost all confidence (nice job)in this company as well as many thousand more than have their set failed, the many more to come. I’m going to follow with complaints, with my limited resources, to the FTC and I’m now currently looking for the best law firm to handle a class action suit.
Ponie on 12/26/2009:
'...this is a matter of Samsung knowingly selling now defective and potentially dangerous products...' Please tell us you're joking! You know this for a fact because...? If you're so aware of their inferior, defective products, why did you buy that TV? As LadyScot put it--out of warranty means out of pocket.
IhateSamsung on 01/07/2010:
I just posted a review of the worse exeperience anyone could have with Samsung & At&t Connectech! Reading these reviews are horrifying all these ppl suffering the same Samsung Repair/Customer Service NIGHTMARE!
herjimenez29 on 03/03/2010:
Good news Dear friends; finally we can all join a class action lawsuit here in the good old USA against this despicable and miserable company, that has been selling defective TVs without any regard nor respect for its clients. I urge you please visit the following link to join the class action lawsuit:

Victory is near, and my hope is that Samsung will banned from selling in the USA!!!
Anonymous on 03/03/2010:
Make sure you show us your settlement check.
herjimenez29 on 03/03/2010:
Hey, zzrokk, whose side are you on? for your information, I will not show you any check; and second, I'm participating on the lawsuit on a matter of principal, I refuse to take it sitting down, like you probably are; I don't believe these foreign companies can come here, the USA and start selling us garbage products (we are not a land fill for China or Korea), furthermore I stand to make little money, if any; all I want is for my TV to be replaced or fixed like new and for all other consumers that were deceived by this corrupt company to have their issue fixed .
Samsung you are coming down, and may it cost you an arm and leg!!!
PepperElf on 03/03/2010:
somehow I doubt there will be a banishment of the company from the US

Anonymous on 03/03/2010:
Herj, stop blaming other countries for your gain.
I don't care either way and you won't be changing foreign trade policies any time soon, Larry the Lawyer.
PepperElf on 03/03/2010:
I wonder... is this now becoming an advertisement?...
could be wrong but...
Anonymous on 03/03/2010:
Be sure and let us know how you decide to spend the five dollar coupon you get as your share of the settlement... that is if you win.
herjimenez29 on 05/22/2010:
After a very long and extremely tiring experience dealing with the Samsung customer service center, my LCD TV (LN-T4642H) is now fixed under Samsung's dime. I'm still very resentful with Samsung; this has been a lesson for me and I hope that it has been for many others as well in how to deal with these unscrupulous global companies within the new economic realities, sadly we are no longer "the Kings of the Hill". Samsung has capture worldwide a near monopoly in consumer electronics, 80% of the global TV market and we better not take it with a lame attitude, or we are all going to get screwed royally by these corrupted companies whenever it's appropriate form them to do so. Now I'm going to do my part (my small contribution) in making this planet a better place, I will NEVER EVER spend another nickel on a Samsung product, now do your part!
samsung1 on 05/22/2010:
you sure tv is not on power saver that could cause tv to take longer to turn on
ambrosia67 on 07/10/2011:
I bought a 32 inch Samsung tV 2 yrs ago at Costco. It did not come with a manual. I didn't know how to connect my DVD. Costco referred me to Samsung. They said it would cost me $25.00 for a manual or I could download it . I didn"t have a computer. I paid $800.00 for the TV. I shouldn't have to buy a manual. The second time I called, was told they would send me a manual. I never got it. I will never buy a Samsung again. I'm sorry I didn't buy the inexpensive Visio. With the savings I could have bought several manuals.
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Samsung TV Known Power Cycling Issue
Posted by on
JEFFERSONVILLE, INDIANA -- I have been trying for three weeks to get service on my Samsung 52inch television. It simply started cycling "on" and "off" without any prompting by anyone. Apparentlyy, this is known as "power cycling" and is a common problem. So common, in fact, Samsung actually has a firmware update to try to fix this problem. Except, you can't use the firmware if your TV won't turn on. Go ahead, google (Samsung+Powercycling) and see what you get.

I have an extended warranty, and at first Samsung claimed it was not through them, even though it's got Samsung written all over the policy. For three weeks I have been passed back and forth between "service techs" and Samsung, when all they need to do is come out and replace the power supply, per the warratny I paid $500 bucks for. By the way, since Samsung and the people they have chosen to fix the television (AT&T Connect Tech) won't actually contact me to fix the problem, the warranty is useless. I literally cannot schedule an appointment with these people to get a service call, as they keep putting me on hold, never calling back, telling me they thought it was resolved and to call Samsung for another service number, etc. etc.

I believe AT&t Connect Tech to be a scam company. I do not believe, and I have no evidence that they actually intend to fix my television. I believe Samsung is aware of this fact, and is complicit in the denial of service.

I will never buy another Samsung product again. I believe consumers should be aware of this issue, as it is a common issue, and the televisions should not be sold to people. Had I not had an extended warranty (which is actually useless in practice)I would have no leg to stand on because the TV is 13 months old.

Samsung Sucks. Period.
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Samsung does not stand behind their product
Posted by on
I bought a Samsung 50" plasma TV July 26th 2007. On Aug 21 2009 it was on when it suddenly just shut off. No power at all, no light on front, nothing. I called and the representative for Samsung said that if I registered the TV on the Samsung website I got 3 extra months warranty so it was still covered. The website would not update however and for 5 days the regular customer service just told me to wait until it did. Finally on Aug 26 the escalations department said fixed it after I had to call in again about the site not updating and they put a ticket in for me.
On Sept 1 the tech came out and said the power supply was bad and he ordered the part. Samsung and done a software upgrade of their systems and it had caused the parts system to not work. The part did not ship until Sept 11. The tech came to my house on Sept 16 and replaced the part and the TV started working again. After 1 and 1/2 hours it did the exact same thing. no power, no light, nothing. I waited 3 weeks and 5 days for 1 1/2 hours. I called that night and talked to a customer service representative who said I would have to call back the next day to talk to an escalations person again. I called on the morning of Sept 17. The escalations person told me they would have to do another repair. As you can imagine after waiting 4 weeks to have the TV work for 1 1/2 hours and it obviously not being the actual problem I was not willing to accept this. She said I she would have a supervisor call me.
I called again on Friday Sept 18 and talked to someone who came across as a supervisor. She said she understood my frustration and they had to have the tech come out and "verify the unit was not working". I quote that as those are exact words. Once he verified it "was not working" they would replace the unit. She went over what would happen. They would talk about the model and I would have to agree on the model and it would take 7-14 days to get to me. I agreed and waited on the tech. On Sept 24 the tech came out and verified it was the exact same issue and the unit was not working.
On Sept 25 I called and talked to another escalations representative who now told me the unit would have to be repaired. Obviously this is not what was agreed to so I told her this was not acceptable. Their representative set the expectation that it was being replaced and they needed to stand behind that. I was not going to have them fix it again when that was obviously not the issue and then have it go out again and wait another month to have it fixed after that. She sent it to their Case Management dept. On Monday Sept 28 I still had not heard from that dept so I called again. Another escalations representative said to give them until the next day. I did.
Today, Tuesday Sept 29 I called again. Now I am being told to give them another 48 hours to get back to me and that the representative who told me they would replace it once the representative verified it was not working really meant to say only if it was determined to be unrepairable. Obviously I know the difference between those 2 things and I did not misunderstand. It does not matter if that representative messed up or not, the expectation has been made and needs to be done. I am not going to have a TV repaired again after 1 1/2 hours of it working.
In short, I was a loyal Samsung customer. I have 3 of their TV's and was going to buy one of the new led TV's. My wife and I both have Samsung cell phones. I will never buy Samsung again. I will tell everyone I know about this and recommend against Samsung. I will be all over the internet telling the world about this and not to buy Samsung. This needs to be fixed and fixed now.
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joinin on 10/08/2009:
I bought a 50" Plasma Samsung in April 2006. Today it blew the electrical fuse when I turned the TV on. I have been told that the TV will probably have to be replaced since it is shorting out the socket. Anyone else have this problem on a 2 1/2 year old TV?
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Poor Quality Product
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We purchased this TV in January 2008 for over $2000. I will allow that the picture was great and we were very happy - until about 13 months went by and we started having problems turning the set on. When we hit power, the set would click as if it were going to turn on...and it would keep clicking and clicking. At first it would take about 30 seconds before it would power up. As the days went by it started taking longer and longer, upwards of 5 minutes.

Then we called Samsung and at first they told us they couldn't help because the 1 year warranty was up. However, my husband had a friend with the same TV who was also having this problem (his eventually stopped turning on completely), and Samsung told him they would pay for the repair. So when my husband told this to the supervisor they decided to extend the warranty to 14 months and cover the repair. Now we had a repair company come and they had to take our TV set out for repair. It's going to take at least 2 weeks to repair, and in the meantime, we have no TV. Wow! I'm sorry we got rid of our big old Sharp TV. The picture wasn't as clear, but we had it for at least 8 years without a problem. We went with this Samsung TV because it was a name we knew and we thought we were getting a quality product. In this case though, the name meant nothing.

One more thing, according to the repair company, they are seeing this same problem with a lot of these Samsung LCD TV's. If that is the case (assuming it's not a problem limited to my geograpical area), then why hasn't Samsung recalled this product? I can only assume that the answer is that if they recalled their faulty product it would then become their problem to fix. Right now it is just the consumer's problem.
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50" Plasma - Croaks After 6 Months, Can't Get Service
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MILTON, MASSACHUSETTS -- I purchased a Samsung 50" Plasma TV on March 2, 2008, for $2,000.00. On August 3, 2008, it stopped working. No picture, no sound. I did the usual, checked the cable box, checked the connections, checked the surge protector, unplugged and replugged the unit. Nothing.

I called Samsung customer service 8/3/08 at 10:53 PM, spoke to Peter. He suggested unplugging it and replugging the unit. Then suggested plugging directly into the wall by passing the surge protector. Nothing. He assigned me the above referenced ticket number and gave the name of a service provider. He told me to call the service provider and they would come to my home within two days.

Here’s a chronology of what’s happened since:

8/4/08, 9:00 AM, called the service provider, West Suburban Video in Newton, Massachusetts. He said he would not come to my area, too far away. Said he had told Samsung this on a number of occasions.

8/4/08, 10:41, called Samsung service and spoke to Anthony. He said he would find another service provider. He called two companies; neither would come to my area. Anthony told me I was in a "no coverage" area and would refer my call to the Executive Customer Relations group. Anthony told me someone from ECR would call me before noon of the same day.

8/4/08, 7:55 PM, called Samsung, spoke to Josh. He told me there was nothing in my records about "no coverage" area or ECR. He suggested I call ECR the next day as ECR closes at 5PM.

8/5/08, 11:33 AM, called Samsung, spoke to Kim in ECR. She said nothing to report, suggested I call the next day.

8/6/08, 11:32 AM, called Samsung, spoke to Cathy in ECR. She explained that Samsung would have to exhaust all efforts to find a service provider. I asked how long that would take. Cathy said she didn't know. I asked how they would find a provider, since the closest providers to my area would not come to my house. Cathy said she didn't know that they do something with the computer to find a service provider. I asked if she could give me a ballpark range of how long it would take. I asked if I could speak to someone who could shed some light on the process. Cathy said there was no one else to speak to since I was dealing with the ECR which was as high as you could go. She again said she didn't know but told me I had only been waiting for three days, which isn't a long time. She suggested I call back on Friday, 8/7/08.

8/7/08, 2:08 PM, called Samsung, spoke to Debbie. Debbie said they had found a provider and placed me on hold to call and set appointment. When she came back on line, she told me that provider does not service my area. I asked how they were going to find a provider, since no one covers my area. She said they would have to work on it for 21 business days before they would consider any other options. I asked when the 21 days started, on my initial call, or when they found a service tech. She wasn't sure but assumed it would be from my initial call. She suggested I call back in a couple of days.

8/11/08, 10:37 AM, called Samsung, spoke to Susan. She assured me that Samsung was doing everything to find a service provider. I asked again, if the closest provider won’t come to my area, and 3 or 4 others have declined to come to my area, how do they find a provider? Susan stated that sometimes they pay an extra fee to the provider. I asked if that had happened. Cathy said she didn’t know because that was coordinated by the “no coverage” team. Susan also stated that Samsung would call me with news as to whether Samsung had found a provider or not.

8/12/08, 2:05 PM, called Samsung, spoke to Jimmy. Jimmy tells me that my request is still in the “no coverage” team. I asked what, if anything, is being done by the “no coverage” team. Jimmy assures me that they are working to find me a repair provider. I asked how they are going about it, since every provider so far has declined. He said he would e-mail the “no coverage” team and ask that they expedite my request. I told Jimmy that I doubted that would help, since the ECR group had been working on this issue for a week and had produced no results.

I’ve also sent two emails to the Samsung email support team with the same chronology. Their useless response is:
Based on the information you have given us, it's possible the unit may require repair from one of our authorized repair centers.
I purchased the Samsung product based on the reputation of quality associated with the Samsung brand. I find it hard to believe that:

1. A $2,000.00 Samsung Plasma TV would stop working 6 months after purchase.
2. Samsung can't find a repair technician in my area, but tells me to hang on for 21 business days while they try to round up a service provider.
3. I have to continually call them, instead of Samsung updating me on their progress.

These guys are dopes. There doesn't seem to be any communication between the "no coverage" team and the ECR. Also, it seems that Executive Customer Relations doesn't follow up with me or anyone else.
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Anonymous on 08/13/2008:
With the high cost of fuel a 40 mile (Mapquest estimate) round trip from Newton to Milton would make it too expensive just for a diagnostic visit. Then they would have to return with parts to make the repair. Chances are that Samsung doesn't reimburse fuel expenses just parts and labor.
thover on 08/13/2008:
Man that sucks! We have a 32" Samsung LCD for more than a year now and fortunately it still working perfectly. So what's the update on this? Oh I forgot they still have a week and ahalf left of the 21 days grace period.
93309 on 10/13/2008:
I purchased a Samsung 37" LCD TV on August 2nd 2008 and within a short period of time it started screwing up. I thought it could have been the HDMI cables so I spend time purchasing new cables but that didn't work.
When you turn it on the picture will show up then a few seconds later will go away. I've tried new HDMI cables and when they are unplugged it says no signal so that’s not the problem. Sometimes when you turn the power on it doesn't have a picture at all. Once you've unplugged the power or wiggled the cables the red light will show back up and you can turn the TV on and maybe get a picture. The problem is not constant but it is very annoying. I've already had to contact Samsung and I'm waiting on a repair person to show up.

What a joke. I was given a service center to work with and they refuse to do any work for Samsung because they have an issue with parts or getting paid.

I called Samsung again this time they gave me another service center. This service center only repairs TV's purchased from them.

I called again and was told they would call me in 2 days and try to find me a service center. Needless to say they never called back.
I ended up calling Circuit City where I purchased the TV. The first visit all he did was update the firmware. Well this didn’t work. I called back again and he came out again. This time I left the TV in the failed condition and showed him. He called a location while he was in my house and said the main board was in stock and in Los Angeles. He also had a small laptop and said he was ordering the part right now. After a couple of days I called and was told it was just ordered and would take 7 to 10 business days. Because the TV is still under factory warranty Samsung had to approve the work. He stood in my house and lied to me.
I was now fed up. I called Samsung again and wanted an exchange. I talked to support and was told because they didn't have a authorized service center they would exchange the TV and to call back Monday beings how it was Friday and late.
When I called back and was put on hold for almost 30 minutes with Executive Customer Relations I was told an exchange is not an option. She said I was given false information. They have to fix the TV but they don't have a service center where I live that will work on it. So now I'm waiting on a phone call again from them concerning a repair service center.

I will never in my life purchase anything Samsung again. I had heard such wonderful things about this company and they have failed me badly. I'm at my wits end here and pissed off. This TV is brand new and doesn't work.

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Samsung TV Repair & Service
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HAYMARKET, VIRGINIA -- This story can be verified through Samsung with the following tracking number- 4001411278. I bought a new Samsung TV (just a regular TV) from one of the "Big Box" stores. After two weeks, (yep, two weeks) it failed (wouldn't turn on) and I followed the instructions for re-setting the unit, which the unit did not reset. I contacted the "800" telephone number service center, went through the entire exercise, and it still did not function. They told me that they would fax the repair order to one of the local facilities for pick-up and repair.

About two days later, I contacted the local repair center, and they replied that they did not have the people to service my TV and represented to me that they faxed this information back to Samsung.

I contacted Samsung the next day and "realized" that they forgot to contact me, but found another local repair facility. They committed to being out to my house on two occasions (seems they forgot one appointment), in which I lost a day, waiting on a "no-show."

When the repairman did show-up, I did help him load the TV in the van and off to the repair shop, for four months. I tried calling the repair center for a status, but got the infamous answering machine and when I did get through, they wanted a copy of the "proof of purchase" even though Samsung issued the repair order (RO) with a warranty repair ID, in order to start repairs. So I faxed over the "proof of purchase," that weekend.

Two weeks later, I called to find out if my set was repaired and got the infamous answering machine. I left several messages and finally called Samsung Consumer Services for their advice. After spending nearly three weeks with no resolution, I was transferred to the "Executive Services," where I talked to Suzy, Grace, Gwen and a host of other people, over a two and a half month time frame. I was promised delivery on at least three occasions, which became no shows by the repair service center. Samsung said after the third delivery, they would send out another TV. I contacted the Samsung Center and was told to contact Centreville TV, where I could make arrangements, again, for delivery. I talked to John, who chewed me out and refused to deliver the TV set that weekend. I again contacted Samsung and after over three months of being jerked around and being belittled by their affiliate, I finally told Samsung that I was ready to take legal action and a few days later, my TV was left on my front door, before I got home. Needless to say, the local repair facility, Centreville TV is no longer a Samsung vendor.

As a former employee of the Philips Corporation, Magnavox is a subsidiary of Philips. The cost to assemble and test these TV's runs between $100-$200. After spending the amount of time with this issue, I would never buy a Samsung product again. Samsung wrote a check with their mouth, that they couldn't cash with their a**. When you can't keep to your commitments, sometimes a business has to take charge, especially after three months, and ship out a new TV and address these significant, external and growing difficulties. Needless to say, Centreville TV is no longer a warranty repair facility for Samsung. From a "Customer Satisfaction" perspective and based upon the Philips model for customer service, I give Samsung a "Less than Zero" as their final customer satisfaction score.

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