Samsung
Samsung One sided phone tag. - HDTV television

My 56 Dlp TV died mysteriously two weeks ago after less than two years of use. I dont know what is wrong with it. I bought the TV due to the LED light engine that is supposed to last 10K hours (as opposed to the normal lamp based engine that was significantly cheaper at the time. Ironically, my friend who bought his TV before me with the normal engine still has an operational TV.)

I do not abuse my TV. I didn't even have cable. It was used primarily for watching movies.

(Side note, when my TV arrived, it did not work. It only displayed on half the screen. That repair was done promptly and with minimal hassle. Well, other than me having to take off of work to be there for them to fix it.)

I started by calling Samsung 's customer service line, to be told I would have to call back on a weekday.

I call back on a weekday, to be told I would be called back in 24-48 hours.

I call back three days later to be told I needed to email them a copy of my reciept. I do this. I'm told I will be called in 24-48 hours.

I call back three days later to be told I needed a case manager to look at my case. I will be called back in 24-48 hours. I am skeptical, but after some assurance, I'm told I will hear back and let it go.

I call back again three days later. I talk to a woman who puts me on hold for 15 minutes "reviewing my case". She tells me that they will cover parts for the repair. I should call a repair center (which they referred me to) and schedule an appointment. When I do, they say that samsung needs to fax them a ticket, and so they'll call me in 24-48 hours.

Three days later (today) I call back and speak to a woman who informs me that no-one ever told me they would pay for anything. I'm out of luck, and should either fix my set at my own cost, or buy a new one. I ask to speak to a supervisor.

"they are all on calls, but one will call you back."

Right. I'm not holding my breath.

Company: Samsung
Country: USA

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