Samsung Electronics Of America
Quality of Parts Issue

I purchased a Samsung HLR6167W TV on 2-10-06. The TV is a big screen unit.

On June 30, the tv shut itself off, flashed a display of lamp and made a strange noise. Per the user manual it said we would need a new lamp unit which we purchased from their supplier J&J International Inc. For a total cost of $192.89.

We installed the lamp and the same problem persisted. We immediately unplugged the unit and I went on-line to see if I could get help. At that point only an on line chat was available, but they weren't able to give any answers.

I called Samsung on July 3rd for info and to get an authorized repair place. After 3 attempts they gave me a number for a location in VA even though I live in TX. After another call they gave me a local # but they only serviced major appliances. Back on the phone again and the only places they found were over 60 miles away. At that point, I contacted Best Buy who turned out to be an authorized repair center for Samsung.

Their tech came out July 8 reinstalled the new lamp and still had the same issue. He diagnosed the problem and found we had a broken color wheel. He returned on July 15 with the new wheel and installed the part. When he removed the old part, which I still have in my possession, it was glued together in a shoddy fashion as though someone had done something to the part and tried to cover it up. The total repair cost then was $346.64.

I wrote to Samsung on July 17th. I called on Aug 11th and was advised that they started a case management file and I would hear from someone. On Aug 20, I called again and was advised they would give it priority. I called again on Sept 10th and was told they were reviewing the case.

To date, I still haven't had a response from the company and any attempts I have made to find another method of contact have been to no avail. It is unfortunate that a company of this size could care less about the consumer.

Company: Samsung Electronics Of America
Country: USA
State: New Jersey
City: Mount Arlington
Address: 400 Valley Rd, Ste 201
Phone: 8005227341

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