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 **. 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 **. He said he would find another service provider. He called two companies; neither would come to my area. ** told me I was in a "no coverage" area and would refer my call to the Executive Customer Relations group. ** told me someone from ECR would call me before noon of the same day.
8/4/08, 7:55 PM, called Samsung, spoke to **. 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 ** in ECR. She said nothing to report, suggested I call the next day.
8/6/08, 11:32 AM, called Samsung, spoke to ** in ECR. She explained that Samsung would have to exhaust all efforts to find a service provider. I asked how long that would take. ** 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. ** 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. ** 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 **. ** said they had found a provider and placed me on hold to call and set appointment. When she came back online, 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 **. 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? ** stated that sometimes they pay an extra fee to the provider. I asked if that had happened. ** said she didn't know because that was coordinated by the “no coverage” team. ** 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 **. ** 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. ** 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 ** 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: A $2,000.00 Samsung Plasma TV would stop working 6 months after purchase. 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. 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.
FLORIDA -- Bought 2 50" LED Smart TV's, one wouldn't program, it was replaced. Bought 2 Blu-Ray 3D players at the same time. 1st wouldn't work had to be replaced, 2nd didn't work had to be replaced. It took 4 Blu-Ray 3D players to get 2 to work. The Blu-Ray players worked but the 3D did not! All was replaced but the hassle of going back to the store several times makes me think the quality is not what it should be...
TEXAS -- TV is less than 3yrs. old and has already gone out. You can almost buy a new one for the what they say it would cost to fix this one. If their product will not last any longer than that, then the public needs to know what kind of malfunctioning product they are selling.
PEMBROKE PINES, FLORIDA -- I bought a Samsung 55" LED 7100 series TV for $2,300 dollars and it only lasted me 2 years and 4 months!!!!! The technician that came to my house said that basically it was a manufacturer defect because the whole panel (the actual screen itself) went bad and Samsung does not want to recognize it. The cost to fix it would be $1,425.00!!!! Basically I can get a new TV for that. They are making disposable TV's and charging crazy amount of money. Aren't TV's supposed to last at least 5 years if not more???
ELLICOTT CITY, MARYLAND -- Like the many other Samsung TV owners my three year old Samsung TV began having delays turning on and then eventually failed to turn on all together. I was shocked and dismayed to find the high number of Samsung consumers with the same issues on the internet and frustrated as like myself most were way beyond the one year warranty. There are even several YouTube videos demonstrating how to replace the faulty capacitors causing the problem.
I was ready to be done with Samsung but to my pleasant surprised after several phone calls to 1-800-Samsung they offered to make a onetime repair at no charge. Samsung made the repair in less than 30 minutes with no questions asked. Samsung stood by the product and so will I.
I purchased a Samsung DLP a few years ago and started seeing white dots show up on the screen so when I Googled my problem I found tons of people with the same issue say that Samsung knew of the issue and was fixing the problem under warranty. I called Samsung and they told me they knew of the issue but my model was not covered. Very disappointed that Samsung won't stand behind their product. I was going to use Samsung for my new appliance but now that I see they don't stand behind their products I will not be using them.
We bought a 52" LED HDTV and have had a number of problems. First, we have been unable to get the picture to register on the screen correctly. The result is that we cannot read any text that appears at the top or the bottom of the screen. We've called Samsung and had technical agents try to talk us through a correction without any improvement. We've had our cable company send a technician who was also not able to get the problem corrected.
But even worse, more recently the TV stopped turning on. This is a known problem and Samsung said they'd provide the capacitors and a technician to correct the problem. This is to say that they acknowledge responsibility for a poorly performing piece of equipment. Nevertheless, they required that we have the heavy wall-mounted TV uninstalled before their representative would install the parts. Following that, of course, we had to have the TV reinstalled. The total expense they saddled us with was over $600 for them to put $50 worth of parts in that never should have failed. We are disgusted with Samsung and will choose other companies for future purchases.
I am having difficulties to understand how company the size of Samsung hires only adults that have brain of 7 years child old only. This is not a joke, for past few months I am calling company since I am having some issues with malfunctioned recently purchased TV's. Forget about technical support. It does not exist at all since spoiled children's (I can't call them adults, because it insulting to mature person) keep telling something that does not come at least to my mind and then lie, lie and lie. It's not even funny when reps from the company insisted that instead of replacement of my TV remote control they shipped me refrigerator.
I also been told that the company out shipping labels, my request in the wrong queue, that UPS packages untraceable, that they out the replacement parts, that the company telephone system is down for 3 days, the tech support is available only on the 2 days after holidays etc etc. That make me believe that either somebody purposely sabotaging the huge business or professionals extinct in the company.
I purchased a Samsung TV in Dec of 2009. In January of 2010 the picture began to be dark for a few minutes when firsast turned on but this did not concern me. By March it was lasting much longer and was intermittent. I called Samsung and was simply told that it was out of warranty but they would make a record of it. I was also given the Name of a repair facility nearby. I found that the LCD screen was shot and needed to be replaced to the tune of $700. It is quite apparent that I bought a lemon but have no recourse. My expectations were not met at all. The product and the service were very poor.