In the past I have made a point to purchase SAMSUNG products. Everything in my home is Samsung (Fridge, Microwave, Washer, Dryer, Computer Monitor and Cell-Phone).in doing research prior to writing this it appears that SAMSUNG loosely translates into "piss poor customer service."
If this is not resolved. I will never purchase another samsung product and never recommend a samsung product ever again.
I purchased a TV at Circuit City's going out of business sale. The open box item worked for approximately 1 day before refusing to power on. I immediately called Circuit City and explained the problem. The manager at CC apologized and offered to refund my money even though they have a no refund policy. He then suggested that I contact Samsung to see if they would repair the item before I brought it back.
I contacted Samsung and spoke with RUDY and provided the detailed explanation above. Rudy was very pleasant. He put me on hold several times while conferring back and forth with with his managers. "The TV you purchased is out of warranty, but you get a 1 year warranty from the day your purchased it." "We will be happy to fix it."
CALL ONE
I explained to Rudy that I didn't want to put him or Samsung on the hook for Circuit City's mistake. I advised that if he wasn't sure that it could be fixed to let me know now, so I could take it back to CC. "No sir, I spoken with my managers, here is your ticket number 4003235759." "We will be happy to handle this for you." "Simply fax us the receipt".
CALL TWO
The next day I sent the receipt and called the following day to make sure someone received it. I spoke with Amy who advised that the document was in house would be handled. "We will take care of it." I again explained that I currently had an alternative if Samsung couldn't handle this, but my window was closing (Circuit City was closing)."No problem." "We'll take care of it"
CALL THREE / SNAG ONE.
A week later the authorized repair dealer called and advised they were coming out and wanted to give me their prices. "What?" This is a warranty repair. I'm not paying anything. I then had to explain everything over to the repair guy. "I'm sorry sir, but you only get a 90 day warranty on open box items." I told the repairman that I didn't care how long the warranty period was, as long as it got fixed. "I've got you scheduled for Monday morning repair." "See you then."
CALL FOUR / SNAG TWO
Monday came and went and now one showed. I called Samsung to get an answer. I was advised that the model number on the receipt was different from the model number I actually purchased. How is that possible I asked. I don't know but we need to verify the model number. We will send the repair guy out free of charge and as long as the model number, is correct you won't have any problems.By this time CC was out of business and I couldn't take the TV back. The young lady VERA (#43) opened a case management ticket 3000204299 for me and said a manager would call me back in 24-48 hours. 3 days went by with no call and no repairman.
CALL FIVE
I called back and spoke with a gentleman this time who said no had called me because the receipt had not been sent in?! I explained that I sent the receipt 2 weeks ago and that after 4 phone calls and no action, I was getting a little frustrated. He suggested that I visit the SAMSUNG website and upload the receipt again vs. Faxing it this time. He also suggested that I take a picture of the back of the TV to verify the MODEL and SERIAL NUMBER. I took a picture of the back panel and sure enough the serial number and model number were correct. I uploaded both of these documents and figured this must be the end.
CALL SIX
I called yesterday to verify that everything was in the system and to finally get my TV repaired. "Sir there appears to be a problem with the serial number." What do you mean, I asked?"Well the first 3 digits seem to be smudged. Well can you read the other 15 digits, I asked?"Yes." Do they match?"Yes." What's the logical conclusion then?"Just a minute, sir."
He then put me on hold for 10 minutes before coming back.
"Sir, you're the talk of the town today." "We've never seen anything like this before. "I may not be able to get you an answer today, but continue to hold for me."
He then put me on hold for another 10 minutes.
"Sir, I've just been informed that I can't accept this receipt because the model number is wrong." Up until this point I have been a perfect gentleman. I had neither raised my voice nor used profanity at any time.
I asked for a manager.
"I can't let you speak with a manager, right now."
What do you mean? I don't want to yell at you. Let me talk to a manager.
"I have to schedule for one to call you back."
I was scheduled for a call back 5 days ago. Let me speak with a manager.
"I have to follow procedure."
Your procedure is busted because I haven't received a call back. Let me speak with a manager.
"I can't do that." "Managers are monitoring the call but, I have to follow procedure."
Do you mean to tell me that a manager is on this line and hasn't picked up the phone?"Yes." They need to be fired. I then asked the following questions:
1. Doesn't the serial number bring up the model number?
A. No it only brings up the manufacture date. (this is bologna).
2. How likely is it that I purchased two completely different model TV's with the same serial number (remember they have a picture of the TV)
A. Sometimes we recycle serial numbers, sir. (this is illegal and completely defeats the purpose of serial numbers).
3. If I was going to falsify a receipt wouldn't I have entered the correct model number and complete serial number?
A. That's what I would have done.
"I'll have someone call you back within 24-72 hours". I hung up on him.
I know that CC has a huge hand in this, but they are closed. I don't know why the 17 year old cashier manually entered the wrong model number (I'm pretty sure she didn't care, since she was losing her job). I offered to let SAMSUNG off the hook upfront. They promised to fix this for me 3 times and I expect them to do it.
You make a promise. You keep a promise.
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