50" Plasma - Croaks After 6 Months, Can't Get Service
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.