On May 24 I started having problem with my Samsung 56" TV. When I turned the TV on, 30 seconds later the picture would dissappear but I could still hear the sound. I went to HH Gragg where I had purchased the TV 18 months earlier and they told me my service plan that I had purchased was with GE and I would have to call them at a 866 number they gave me. I immediately went home and made the call to report a problem. I told the person that answered the phone what kind of problem I was having. She gave me an Authorization number and said Robins Electronics was supposed to answer the service call the following Wednesday, May 28 between 8am - 12 noon she gave me their phone number and said I should call them. My job requires me to travel every week but I changed my schedule so that I could work from home that week. About 2 pm on 5/28 no one from Robins Electronics had called or visited my home so I called them. They said they had not received a work authorization from GE services for my TV. I then called GE services where the service rep was very rude and said she had faxed the work order over 3 times to Robins. I called Robins back they said GE does not fax work orders, their process was all online. I called GE back and the service rep said she would follow up and find out what was wrong and get back with me. The nbext day I called GE back since they did not call me back and the service rep was very helpful and apologetic and told me that Mid Georgia Services was given the work order and did not know how I had gotten Robins name and phone number. She said the work order was waiting on an approval and she would expedite it. I called Mid Georgia Services and they said they had ordered a lamp and ballast when they received the work order on there was a 7 - 10 day delivery. They never sent a service tech to actually look at the tv but ordered the parts based on what the GE service rep told them. Mid Ga Services said the should be out to fix the tv the week of June 2 so I gave them my wife's cell number because I was in Portland, OR all week. When I returned home Friday morning the tv had not been repaired and no one had called my wife. I called GE again and spoke to a service rep and he was very apologetic and connected me to the GE Consumer Dept. I do believe the consumer rep was the most ignorant person I have ever spoken to on a phone and was not helpful at all. She did tell me the work order was waiting on approval and tried to tell me that she had a report from the service tech that had visited my house to look at the tv. I had to tell her 4 times that no one had ever visited my house to look at my tv. I called Mid Ga services again and they told me that they had just received approval and were ordering the parts and there would be a 7 - 10 day delivery and should be visiting my house next week sometime to repair my tv.
This has been very frustrating to pay that much for a TV and to purchase an extended service plan from GE and then to find out they can't deliver on their services and 6 out of the 8 service reps I have spoken to were not helpful but very rude. HH Gregg has not been helpful either saying they can't help me that GE has the service contract.
I travel every week from Monday through Thursday evening and I am now enetering my 3rd weekend that I cannot sit down and enjoy my TV set.
0 comments