Samsung Electronics Co., Ltd. Complaint - Still Waiting - Home Theater
NEW JERSEY, NEW JERSEY -- Purchased a Home Theater, more commonly referred to as a "Theater in a Box"; July 2008. May 2009 it stopped working and I was instructed to send the unit to Koambra with the supplied Trouble Ticket number. I was told it would take 7 to 14 business days. This was June 10th; and after a 20 day wait, I phoned the 800 number supplied. The number went to the Philippines, and I had to be transferred around until you reach some one you can understand and can understand you. After 30 minutes on the call, the person told me the unit was un-repairable and I am going to be transferred to another department in New Jersey. At this point I have a trouble ticket number, a replacement number and an exchange order number.
I was told, the unit was not repairable and I was to receive a replacement; again. The time period was 7 to 14 business days while the unit was shipped from Long Beach to New Jersey. This is sometime in late June. After another waiting period, I called again, reached the Philippines, talked for 20 minutes trying to find someone I could converse with. Prior to this, when I asked to be transferred because of the language barrier, the representative hung up on me. The resulted in me having to go back to the beginning. Finally, I was able to convince the representative to transfer me to the exchange department. I do not know if this was any easier or improved. I had to go through the whole history....again, from the beginning. The representative somewhat politely excused themselves to supposedly check on the status of my unit; while I hung on the line for another 10-15 minutes. The representative returned and gave me the same rhetoric I was told the last time I called. The unit had to be shipped to New Jersey before an exchange can take place. I informed the rep; that was supposed to have happened before the last call. Same excuses, same tone, felt as if I was in terminal déjà vu.
Phone call after phone call………. And still the unit had not arrived in New Jersey; and Samsung could not locate the unit through the UPS shipping number. I asked for the number and I contacted UPS. The number does not exist and did not have the correct digits or letters for something shipped from CA to NJ. Called Samsung again, this time they said the unit arrived but needs to be checked in. Now, aren’t you seeing a pattern here? Besides why did it take from June to September to ship a box from CA to NJ? Did the carrier walk it to NJ?
Now I am going through the replacement ticket was requested, but it doesn’t mean the unit has been selected for replacement. It just means we requested the ticket and the wait is 7 to 14 business days before the ticket will be issued. Then it will be 7 to 14 days to find the number, 7 to 14 days to cross reference the number with the unit, 7 to 14 days to find a stamp, 7 to 14 days to find someone to lick it, 7 to 14 days to locate the person to request another number to ship it, etc., etc. SAMSUNG is a joke. Their customer service is non-existent, they waste more of employees time, with all the delay tactics and lame excuses; most of the merchandise could be replaced in a timely fashion and satisfy the consumer. But all one has to do is read the complaints on the net to dissuade you from purchasing anything from Samsung.