Samsung Electronics Co., Ltd. Complaint - The Worse Repair & Customer Service
This is the 2nd time & 2nd Samsung television Model#LN32A that has broken a few months apart & they are giving me the serious run around. 1st broken 8/12/09 because it would not power on Samsung repaired it 8/26/09. 12/14/09 the TV has No sound & black screen. 12/14/09 called Samsung 800-726-7864 @ 8:09am s/w Kathy-Samsung could no longer help me with my t. v. & refused to TRANSFER CALL TO SUPERVISOR. Of course she was wrong & my television was still in warranty! 12/14 Rebecca ext.10556 who set me up with repair service with AT&T Connect Tech & extended the warranty until end of the month. AT&T ConnecTech 1stTechnician came out Monday explained parts Samsung sent were defected & they had to re-ship parts. 12/22 AT&T ConnecTech 1stTechnician scheduled to come & fix t. v. AT&T ConnecTech 1st Technician never came & could not be located (MIA) by the company who called him several times & he simply didn't respond to their calls or mine. AT&T ConnecTech 1stTechnician had the parts & the notes regarding the repair issues. AT&T ConnecTech nor Samsung could contact the 1st tech & had no clue what repair issues he discovered. I called AT&T ConnecTech about 8 times (Darren @2:25pm Dustin, Jennifer 76056, Anna 75060, Mark, David 75301) to find these guy try to set up another tech to come to my dismay. I called Samsung regarding the missing Tech I s/w Samsung's Ashley REFUSED TO TRANSFER TO SUPERVISOR stating that the missing parts & tech was not an issue for a Supervisor. S/w Toi-Samsung who tried to schedule incompetent AT&T ConnecTech Technician again. S/w Jasmine-Samsung set up service with SmartHelp new company. 12/26 5pm SmartHelp sends tech who says I need & he will order T-Con or Panel board &/or Main board.
SmartHelp could/would NOT use the parts from the other service company so they re-ordered parts. 12/23 Samsung's Rosie calls SmartHelp & they give her part need info she refused to check status of parts for me. Instead of the new company SmartHelp coming out Samsung sends AT&T ConnecTech 1st Technician again who could NOT fix the TV again. I called Samsung & they gave me the complete run around we have to give you a call back In 3-5 days & would not let me speak with a supervisor. 12/29 TimothyExecutive Customer Service hung up on me, s/w Julius-Executive Customer Service 800-522-7341 they all kept tryna make me wait again for 3rd time up to 3-5 business days to reschedule tech, 3-5days to speak with a supervisor, 3-5 business days to transfer to the "Back Office" department. I GOT THE RUN AROUND. I received a part in the mail 12/29 called 12/30 per RebeccaExecutive Customer Service I have to wait 3-5 days for a call back on this issue.
1/5/10 Samsung sends AT&T ConnecTech 2ndTechnician again who says I need the main board because the T-Con didn't work. I explained that the previous techs already knew this & both ordered parts already, the 1st tech was from his same company AT&T ConnecTech shouldn't the notes be in the system. He tells me that the t. v. needed a main board which I ALREADY KNEW FROM AT&T ConnecTech 1st Tech & SMARTHELP TECH THAT PREVIOUSLY CAME! He re-orders a main board now for the 4th time!
AT&T ConnecTech/Samsung changed my appointment number 3 times & their notes were mangled & they are extremely incompetent. 1/7/10 I s/w AT&T ConnecTech Eddie 67469 @3:40pm about the status of my repair - first he didn't know if parts were even ordered. Then he discovered that the ticket and parts order were CANCELED after the AT&T ConnecTech 2ndtech already placed the order & gave me the invoice stating he placed the part order on his visit 1/5/10. Eddie 67469 says he would have to re-order the part (main board) & reschedule a tech to come out in 5 more days!
How can they give a person the run around like this? How could my parts order be canceled? Why is it that Samsung refuses to accept my calls? Why do they continue to send AT&T ConnecTech the most incompetent company I've ever experienced? This issue has been on going for a 26 or so days almost a month I pay for cable & my t. v. that's under warranty & is less then a year old is broken for the 2nd time& the 2nd television with the SAME EXACT DEFECT!