Samsung Electronics Co., Ltd. Complaint - Poor Customer Service from Samsung Electronics USA
MT. ARLINGTON, NEW JERSEY -- I have been trying to resolve an issue regarding two Samsung T190 SyncMaster monitors that were purchased new but were received as defective. I contacted the company on Nov. 22, 2008 regarding my defective monitors. There is a three year warranty on each monitor and Samsung acknowledged responsibility. They said they would send a replacement immediately. I waited and waited and finally after making a call after almost two weeks to their Executive Customer Relations division they finally sent me are placement monitor but forgot to send the UPS return label to send back the defective monitor. I called again and they sent me a label through the internet after waiting another two weeks. The only problem was that the replacement monitor they sent me was also defective. I made another call and spent literally at this point (30) hours on the telephone on "HOLD". They sent me a return label for the replacement monitor, I believe after a week. No follow up during this entire process. I had to keep calling and calling!!! I am at this point (8) weeks in this process and I have not received a UPS return label for the 2nd defective monitor. I called several more times and they said they would send me a label but is could take a couple of weeks! I still haven't received my promised refund on the first monitor and after calling again I was told it would take a couple of more weeks. . . I can't believe that a major corporation such a Samsung can run their warranty business like this!!!! What a disgrace!
I am appalled by their Executive Customer Relations division's professionalism, lack of courteously and outright business common sense! It's a wonder that their whole company doesn't go bankrupt! Be careful about buying a Samsung product. Make sure you have plenty of patience if something goes wrong. You will be waiting forever for any CUSTOMER SATISFACTION! A VERY, VERY, UNHAPPY CUSTOMER!
I have filed a complaint with the New Jersey Attorney General's Office, Consumer Division recently and I am waiting for a response.