We purchased 63"Samsung TV 12-31-04. Also purchased 5 year extended warranty.
Late June, Fri afternoon lost TV picture, contacted GE (holder of extented warranty) automated recording to call during business hours Mon - Fri.
July 8th GE authorizes service company to look at our TV.
July 13th serviceman comes out / has to order part
July 18th installs new color wheel.
Week-end before thanksgiving Nov. large up/down stripes on TV
Nov 27 called GE / Authorized Service.
Dec 6th serviceman came to house, Opti unit out will order, told would have to be back ordered. No ETA!
Called to follow up approx Dec. 10th Told part expected Jan 18
Jan 18th (Fri) caleed and was told still no part... Don't know when...
Next business day. Tues Jan 22 Called GE... This is when the games really begin
Every-one @ GE's toll # for extended warranty service is a manger, I guess it doesn't matter if the customer is happy or satisfied at all. After informing them of the over 2 months with no TV and no time-line on getting the part to repair it, we were thrown back to the original service company who was saying they can't locate a part.
Called manager Joyce... Then manager Robyn... Then manager Derrel (Wow) then manager Ciaka (spelling?)... Then manager Antonio over the course of 4 days, was given a case #, was told possibility of a replacement was up for review, that would take 3-5 business days...
Sat Jan 26th was contacted by authorized service center THEY FOUND the part at a differant supplier!!!
Called GE on Mon Jan 28th, was told that the service company came to my house and took my part to rebuild it (NOT) after a lengthy conversation I conviced the manager to check with them, She agreed then that they did not rebuild the part from my TV (which no-one came to remove) and that they found A BRAND NEW PART
Jan 30th serviceman comes with supposedly NEW part to install in TV
2 hours later have black up/down lines and bad color
Jan 31st serviceman states that the part must be bad, that it was a refurbished (NOT NEW) part and he will order a new one...
Called GE reached another manager was told that my contract is to repair... No matter what other circumstances (like timeline) happen, this manager was one of the worst I spoke to.
In order to complain higher or further you must do it in writting (that may discourage some) I decided I would maybe forward a copy of this report to the executive consumer relations for GE...
Still I have no TV and it is Superbowl on Sunday...
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