Don't trust Samsung warranty
Fixing a SyncMaster monitor under warranty - Complaint
PORTLAND, OREGON -- Samsung has refused to honor a 3 year warranty for my SyncMaster monitor, so I’m telling the story to warn others.
I purchased a Samsung SyncMaster 2233SW monitor on January 22, 2010. Twenty eight months later in May, 2012, colors were washed out in the center of the monitor. Since I had the included documentation detailing a 3-year Parts & Service warranty with 8 months left, I called Samsung. They seemed polite and responsive, but asked me for my receipt to update my warranty. I e-mailed them a scanned copy of the receipt. Then they told me (by phone) my monitor only had a 1 year warranty. I protested and e-mailed a copy of the warranty, which clearly said 3 years. They responded that a similar model had a 3 year warranty, but mine only 1 year. I had gotten a “generic” warranty. I said they were misrepresenting their warranty periods in their own documents.
So I was allowed to talk to the executive customer service representative, but he could not find the second e-mail with the scanned 3-year warranty, although it was sent to the correct address. After three periods on extended hold, he still maintained my model’s warranty was only 1 year. I told him I would send him the scanned warranty AGAIN, and he AGAIN gave me the same e-mail address. But even so, the best he could do was give me contact information for a local repair technician. I said, no thanks.
Interestingly, at each phone encounter, the new Samsung representative could not find notes or e-mails from the previous contact, even after I provided the transaction number. After I pushed and told them the story again, they would put me on hold, and, magically, oh yes, there were the notes! Except in the final encounter. They couldn’t even keep their records straight for one single transaction. And they always called me rather than e-mailed, so there is no paper trail from them.
So, if you get a document in your Samsung packaging that gives you warranty information, better check it out. It could be just “generic” and therefore mean a lot less than you think it does. Samsung doesn’t care what it says.