We purchased a Samsung HD TV from HH Gregg in Avon, IN in July. This TV cost us over $750.00 and up until recently we were very pleased with it. However, as of the beginning of October the set started "acting up". It would flicker, turn itself off and on... in general, just wasn't working correctly. We contacted the Samsung customer service number provided on 10-2-07... That's when the "run-around" began.
Our "service repair" ticket was sent to one of their local contracted repair shops, so as to set up an appointment to come to our home (as it is a 30" TV - qualifying for "in-home repair". We waited for a call from the repair shop which never came. We called Samsung again and found out a "repair ticket" was never set up. They assurred us one would be sent out that day. And it was.
I got a call from the repair shop stating, he received the repair request but is declining the work... It seems he was in a dispute with Samsung over mileage being paid for these repair runs. Needless to say we again contacted Samsung and have received more of this same kind of treatment (the run-around).
I called HH Gregg in Avon, IN. Where we purchased the TV. To see if they could be of any help... Or at the very least, appeal to their sense of fairness... I asked them to put themselves in our position and asked if they would be satisfied with this treatment. Of course they were sympathetic, but it was now an issue betwen us and Samsung. I explained I understood that... BUT, HH Gregg sold us this product and would be linked to this product (in our minds, at least) forever.
The customer service rep looked up the date we bought the TV... Stated that he thought it was out of warrenty and there really wasn't much he could do. He did call Samsung (after my insistance that Samsung confirmed the TV was still under warrenty)... I held on while he called. He came back on the line, confirmed that Samsung did say the TV was under warrenty... At which point he sounded "disappointed" in that fact. I believe he thought he had "got" me... I'm certain he thought that "I" had made an error and that there was nothing else that could be done.
Needless to say, he said Samsung had set us up with the "Regional service engineer" who has yet to get in touch with us... We are told it could take as long as 7 to 14 "business days"... in the mean time our TV now is fading into complete darkness... No picture at all... And there are no plans from Samsung to expedite any help and repair their "outstanding" product.
My point is this... What has happened to companies? Where did their pledge of "standing behind their product (and service)" go? It is TRULY a shame when we consumers are made to feel we have to constantly be on the defensive... It's TRULY sad, when we do have a problem with their product, we get the "How DARE you call us " attitude from the "customer SERVICE" reps. I believe sharing experiences like these on a web site such as this is very beneficial... I hope this helps others become aware of what might happen if (I mean WHEN) their high priced purchase breaks down.
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