I purchased a 50 inch Samsung High Definition Television (model #HLR5078W) from PC Richards on May 11 as open-boxed merchandise. Within a week I was having problems with the TV; the TV was not turning on.
Between May 15 and June 5 I've had 3 technicians come by my house from Samsung to repair the unit and each technician could not fix the problem. I went ahead and spoke to a Supervisor named Glen about the situation and she offered to help me and replace the unit with a similar model. She basically lied to me and wasted 2 weeks of my time waiting for a unit that was not processed.
After 2 weeks I proceeded to contact the Samsung Customer Support and spoke to Manager Marvell. He advised me that he would investigate the matter and review the conversation on record with Glen. Marvell called me and hour later and let me know that he did review the conversation and that Glen did not follow through with the replacement order and that he would personally handle the situation. He told me that he would personally take care of the problem.
Between June 26 and July 3 I have made several attempts to contact Marvell to no avail. Marvel lied to me as well because he did not contact me and did not pick up his direct line. I called CSS again spoke to supervisor Betsy. I asked Betsy to provide me with a contact where I can file a complaint against the employees and she gave me no contact info because she was not authorized and only gave me the following address:
400 Valley Rd Suite 201
Arlington, NJ 07856
I would like to file a complaint about Samsung Electronics America regarding the way my warranty is being mishandled and for the misconduct of Samsung Representatives and unprofessional behavior that they portrayed regarding my dispute with Supervisor Glen who clearly lied to me regarding a replacement unit and also Manager Marvell who has yet to follow through with a resolution regarding a faulty product.
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