I've just had yet another infuriating conversation with an "ECR" agent at samsung and my problem still has not been resolved. To say that I'm livid with samsung is a gross understatement. I purchased a $3000 HDTV (lna52a650) at the end of September from BestBuy with the intent of enjoying through the fall sports season. I have been paying for HD satellite service specifically to use with this product.
(As of today 1/23/09) It has since been in samsung's hands for repair and replacement since late November. For OVER 2 MONTHS they have had my tv!!! This is absurd. So, here I sit, paying interest on, and HD satellite service for a tv I do not have that's less than 6 months old. I have had to stay on top of the repair ticket just to get it moved from repair to replace. Who knows how long you would have let it stay in repair status without sending parts for it?
According to the repair center, they have many samsung tv's awaiting repair that they can't get parts for. And now, with Superbowl weekend next week, I still have a large blank space on my wall to stare at. After one month in repair, it was approved to be replaced in late december. Some company called to schedule the replacement and it was supposed to take at most 2 to 3 weeks (which again is rediculous). It has been 3 weeks.
Upon calling again to complain, I was given the info and tracking number for the 3rd party shipping company so I can track and resolve the problem myself. Obviously, samsung is far too busy to handle the customer's problem. And that's clearly how it's seen now; a problem between the customer and the shipper. I can guarantee you, this experience has not tarnished the reputation of the 3rd party shipping company. This is a problem between me and samsung and samsung is clearly not interested in me or fixing the problem. They have taken no ownership of their brand new, expensive, defective product.
After being sent on another paper trail on my own to find a solution, I see that the tracking information indicates the replacement tv departed Illinois on 1/7/09. I'm not sure where it's headed after that, but I could walk to Illinois from here and back in two weeks time.in these distressed economic times, I'm shocked that samsung would take such an unconcerned position. I own a small video production studio and have been a very loyal Sony customer.
After reading a few good reviews, I decided to be bold and deviate from my historic comfort zone and try a new brand of technology. What a mistake! Because I am so involved in newer technolgy, my friends, family, and customers often solicit my recommendations for purchases. I regret that I'm already responsible for two other customers buying this same tv based on my recommendation. I have now jeapordized my customer relationships.
Samsung obviously doesn't value their customer relationships, but I do and now I have to deal with the bad recommendations that I made. I can assure you, samsung's warranty and customer service may be worthless, but this guarantee is 100% rock solid... This is THE LAST dollar samsung will ever collect from me, my customers, family or friends. Guaranteed!
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