Samsung Electronics America
Warranty

I bought a Samsung 50" plasma TV July 26th. On Aug 21 it was on when it suddenly just shut off. No power at all, no light on front, nothing. I called and the representative for Samsung said that if I registered the TV on the Samsung website I got 3 extra months warranty so it was still covered. The website would not update however and for 5 days the regular customer service just told me to wait until it did. Finally on Aug 26 the escalations department said fixed it after I had to call in again about the site not updating and they put a ticket in for me.

On Sept 1 the tech came out and said the power supply was bad and he ordered the part. Samsung and done a software upgrade of their systems and it had caused the parts system to not work. The part did not ship until Sept 11. The tech came to my house on Sept 16 and replaced the part and the TV started working again. After 1 and 1/2 hours it did the exact same thing. No power, no light, nothing. I waited 3 weeks and 5 days for 1 1/2 hours.

I called that night and talked to a customer service representative who said I would have to call back the next day to talk to an escalations person again. I called on the morning of Sept 17. The escalations person told me they would have to do another repair. As you can imagine after waiting 4 weeks to have the TV work for 1 1/2 hours and it obviously not being the actual problem I was not willing to accept this. She said I she would have a supervisor call me. I called again on Friday Sept 18 and talked to someone who came across as a supervisor. She said she understood my frustration and they had to have the tech come out and "verify the unit was not working". I quote that as those are exact words. Once he verified it "was not working" they would replace the unit. She went over what would happen. They would talk about the model and I would have to agree on the model and it would take 7-14 days to get to me. I agreed and waited on the tech.

On Sept 24 the tech came out and verified it was the exact same issue and the unit was not working. On Sept 25 I called and talked to another escalations representative who now told me the unit would have to be repaired. Obviously this is not what was agreed to so I told her this was not acceptable. Their representative set the expectation that it was being replaced and they needed to stand behind that. I was not going to have them fix it again when that was obviously not the issue and then have it go out again and wait another month to have it fixed after that. She sent it to their Case Management dept.

On Monday Sept 28 I still had not heard from that dept so I called again. Another escalations representative said to give them until the next day. I did. Today, Tuesday Sept 29 I called again. Now I am being told to give them another 48 hours to get back to me and that the representative who told me they would replace it once the representative verified it was not working really meant to say only if it was determined to be unrepairable. Obviously I know the difference between those 2 things and I did not misunderstand. It does not matter if that representative messed up or not, the expectation has been made and needs to be done. I am not going to have a TV repaired again after 1 1/2 hours of it working.

In short, I was a loyal Samsung customer. I have 3 of their TV's and was going to buy one of the new led TV's. My wife and I both have Samsung cell phones. I will never buy Samsung again. I will tell everyone I know about this and recommend against Samsung. I will be all over the internet telling the world about this and not to buy Samsung. This needs to be fixed and fixed now.

Company: Samsung Electronics America
Country: USA
Site: samsung.com

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