Samsung Electronics Co., Ltd. Complaint - Samsung TV Repair & Service
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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