I purchased a 61 samsung dlp in 9/03/04 with the 2 year extended warranty.in 6/1/06 the tv started making a whinning/growling noise and started shutting it's self off.
I called to have the CC come out to fix it, after reaching the customer support they said they would schedule a service appointment. A few seconds later she told me one was not available and would have to escalate me to corporate, I thought fine whatever and they would call back.
After waiting a week I called back and was told this person is your case manager and forwarded me to her voice mail and I left instruction on how to reach me.
After 2-3 weeks with no returned call I called back and left another message. Still no returned calls. I called several more time over the next couple of weeks with no response.
I finally went to the store and talked to a "sales manager". I explained what was happening and showed him the receipt and he said don't worry we'll take care of it.
The next day I recieved a call from CC call center representative and wanted to know IF my tv has been fixed. If not call this number and this extension (It's the same person who I had been calling before with no returned call).
I called the store back the next day and talked to the entertainment manager. I explained to him what was going on and he said "I would be mad to let me look into it".
After a week I finally called him back and told him if your not going to fix the tv come get it and give me my money back. He said before we get to that point let me dig a little further.
After waiting almost a week I called him back got his voice mail.
I left a message and he called the next day and left me a message stating "the original company that was hired to fix it decided not to and a new company was going to do it, he left a phone number and refrence number and said they would call in 24-48 hours".
I waited a week with no response. I took the tv down to the CC store and said give me my money back. The manager told me she wasn't going to take it back and told her "If I leave with this tv we're going to court" her response was "You can contact are legal department"
So after being led around for over 2 months I filed small case against them. I had also contacted the BBB and State Department of Consumer Affairs.
I had a feeling they were just trying to put me out as long as they can to try and pass the warranty experation date. Which came pretty clear when I recieved a email from the BBB with CC response saying I had not been in contact with them since 8/2 and they closed the case and the warranty has since expired.
9/1/06 was CC response date to the BBB. The statement she made was a lie. I had been in contact with the a paralegal from there legal department since the week before labor day.
I have talked to her told her the story and she was very apoligetic and ask me what I wanted at this point. I told her my money back. Come get the tv gice me my money back and we're done.
She said ok let look into it. She called me the day after labor day for some more info and said she was trying to put a case together to see what percentage the store and service were going pay.
Then about sept. 20th she called and said there was an offer to come pick up this tv and give me a new one. I told her no it was to late for that. She said she knew that was going to be my answer but had to relate that offer.
She said the person she's dealing with doesn't seem to get the point. If they would have offered me a new tv when I went to the store I may have accepted that offer but now all offer are gone except money back or we're going to court.
The court case is pending for 10/12. I will post what happens from there. Sorry for the lengthy post but I wanted to make sure
I listed everything that had happened so there was no blank or grey areas in the post.
Phillip
vacaville, California
U.S.A.
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