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05-26-2012, 05:55 PM | #1 |
Live it to the fullest...
Join Date: Jul 2009
Location: Florida
Posts: 5,921
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I bought a 46 inch 3D LED TV back on February 4th, 2012. About 6 weeks later the TV starts getting dark vertical lines in it. They don't show up on bright colors, just dark images. For instance if it's a scene from Dark of the Moon, the moon itself will look fine but the space background will be stripped. So I call Best Buy and they inform me to contact Samsung.
March 31st- I contact Samsung and they infirm me the repair company will contact me in 2-3 business days. April 7th- contact Samsung again. They tell me they will contact the repair company again and I should hear from them in 2-3 business days. April 14th- I contact them again and was told my order was canceled by the repair company. I ask why and they tell me they don't know. Seriously? They don't question the repair company, they just sign the papers. However nobody ever contacted me. So of course they give me the 2-3 business day crap again. April 18th- Repairman shows up. Hooray! They replace the main board and nothing happens. So that might I email the repair company pictures of the problems. They supposedly sent them to Samsung. He tells me it needs a new panel. So I wait some more. May 1st- Repair company finally shows up again to replace the panel. Problem is he has no panel. He says he needs to see it himself. So after he argues with my wife (as I'm at work) I head home to show him the problem. He writes up a report and submits it to Samsung. May 15th- Samsung calls me and tells me the panels are on back order. So I can opt for a new TV or repair this one. I tell them I just want whatever is quickest. So she says a company will send me a new TV. Today, May 26th- call Samsung yet again. The guy who I have been in contact with during the whole process tells me he has no record of Samsung telling me I'm getting a replacement and that the repair company never contacted him. So he put in a special order (which is what he had to do just to get my TV repaired after 3 weeks of waiting) to rush the process. He says they will replace it with a comparable model. I told him if it's not the same model then I'll just wait for a panel for this TV. So he tells me I should hear something by Wednesday afternoon. I guess I'll just wait and see. The TV itself (other than the issue) is great. But the service has been atrocious. I'm thinking of getting a TV for my son but honestly may stay away from Samsung. I just don't want to go through this crap again. Be very cautious buying any Samsung product. If the product fails, the customer service will fall even worse.
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Last edited by drunknmunky; 05-26-2012 at 05:57 PM.. |
05-26-2012, 06:04 PM | #2 |
Cobra Pimp and Hustler
Join Date: Mar 2012
Location: Springfield
Posts: 6,139
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Dude, sounds like they put you through hell. I would be flipping out at this point. Don't go through underlings anymore...go right for the supervisor or manager- whoever can make things happen instantly. Don't get off the phone until shit is set right.
If this was me, I'd have a free TV by now. You just have to be an asshole sometimes to get what you want.
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05-26-2012, 08:20 PM | #3 |
Crimson Guard
Join Date: Aug 2007
Location: Maryland
Posts: 4,555
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years ago we bought a samsung 50" plasma flat panel. after a couple months there were red speckles through out black areas of the screen. we called best buy and they drove us nuts trying to figure out who is to do what. we ended up calling samsung on our own and they had someone out in a reasonable time frame and said we needed a replacement for something or other. that part wasn't available so they just sent a replacement, newer version of same model. all in all, it wasn't to bad with samsung. best buy was a joke.
my wife handles all service calls. something about a womens voice just seems to work with less friction in the process. she also skips up as high as she can go up the chain as well. we still buy samsung to this day. the only manuf. that ever replaced a product for me with little to no hassle was apple. its always a struggle so i don't expect much to begin with. starting with low expectations creates much less stress.
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05-26-2012, 10:16 PM | #4 |
Retired Viper
Join Date: Feb 2010
Location: Markham, ON
Posts: 45,213
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I'm so Glad I bought a SONY now. I'm sorry for your troubles! My Father-in-Law bought a Samsung 55" TV and a Samsung 27" monitor, I hope he does not have the same issue as you.
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05-26-2012, 11:01 PM | #5 |
Live it to the fullest...
Join Date: Jul 2009
Location: Florida
Posts: 5,921
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I almost went Sony. But the reviews I read had my TV rated higher than any other with the options I wanted and in my price range. The TV is great, it's just disappointing that I have one that's defective. You take that chance when you buy anything, no product is 100% perfect. But the way Samsung has handled the situation is absolutely terrible. I'm sure your father will be happy with the products he bought. Let's just hope he doesn't have any issues in the future.
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05-26-2012, 11:13 PM | #6 |
Banned
Join Date: Mar 2010
Location: Maine
Posts: 1,547
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When something isnt right you gotta do a few things to get it taken care of:
1: Call asap. Like, dont wait 2 months. Call and call again. 2: When you do call, get the persons name, ID number, case number, etc. Make sure its on file as to what EXACTLY is going on, and get the case number and persons name/number. 3: Ask the person youre dealing with if they have a direct number/extension so you can just deal with them so things dont get screwed up. 4: Call and call again!!!!! DO NOT WAIT MONTHS! They are vultures and honestly, I dont think its that they are trying to be shitty or put you through the wringer, but when you give them a lot of time between calls, dont take case number, the name/number of the person youre dealing with, etc., its like starting over from scratch every single time you call. It WONT be easy. Sorry its been a pain in the ass, but dragging it on and on hasnt helped. I NEVER wait past the day they say for them to call me. "We'll call you in 3 days..." 4 days later Im calling that person back. |
05-27-2012, 03:38 PM | #7 |
blatent lofter of jive
Join Date: Feb 2011
Location: south dakota
Posts: 963
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sorry to hear that. i bought my samsung 55" through amazon and bought amazon's warranty. then a few months back one of my color filters crapped out on me. amazons customer service had a guy at my home fixing it within a week....sounds like a good thing i didnt have to deal with samsung directly.
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05-27-2012, 03:44 PM | #8 |
Question Authority
Join Date: May 2010
Location: Maine
Posts: 12,980
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Sorry to hear about all that crap, DM! I'm convinced that the "Customer Service" department of every company on Earth SUCKS.
I'm a big Sony electronics fan. My head unit in my car is a Sony. It's 8-9 years old now and I have never had a single problem with it. Plus, I still have my original BIG PS3. No problems whatsoever. I sat in front of a 46" Sony Bravia and a 46" Samsung at Best Buy for like an HOUR before going with my gut and buying the Sony. It's a great TV. I get a lot of compliments on it, and these are from people that own large HDTVs. Last edited by Cobra Terrorist; 05-27-2012 at 03:48 PM.. |
05-27-2012, 09:08 PM | #9 |
Smells Lemony
Join Date: Jan 2007
Location: Kentucky
Posts: 10,549
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Quote:
And BigVig is right, sadly CS Depts save the companies money by hoping the complaints will simply go away if ignored. Sadly, you have to pester them if you want any satisfaction these days. |
05-31-2012, 06:41 PM | #10 |
Live it to the fullest...
Join Date: Jul 2009
Location: Florida
Posts: 5,921
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Today, May 31st-
Still no call from Samsung. So of course I call them. The girl asks me what's happening so I give her the whole timeline. She if course apologizes (which is just crap they read off the monitor). Anyways she tells me that the order never went through so I have to wait 3 days for them to send it back through. Of course I flip because that's the same bull crap story I've been getting for over 2 months. She promises to put it through but I insist on speaking with a supervisor. She tells me the supervisor can't help me, they have the same info, basically anything to keep me from talking to a supervisor. I tell her I have to talk with a supervisor. After over 30 minutes on hold the supervisor answers. He feeds me the same crap that everyone else has fed me. I chew him out because I'm so pissed. He offers me in store credit to purchase another TV at Best Buy. Problem is I can't transport the TV in my car (used a friend's truck to pick it up when I purchased it) but most importantly they won't price match. Meaning I bought the TV on sale but if it's not on sale I have to pay the difference. Again, more complete BS. So I tell him to just get the repair company out to exchange my TV. He then informs me that my file is missing some info. I tell him that the last person I spoke with informed me that I had 2 files and didn't know why. One was my last name first and the other was my first name first. The supervisor says ” yeah there's a note in the computer that the files need to be merged nut I guess the IT department missed it.” I started laughing and said ” seriously? You guys fail at everything. Nobody communicates at all.” So he says he'll call the repair company directly and I should hear from them tomorrow. I insist that he calls them tonight and updates me on the situation. He takes my number down and actually gives me his number and email. He promises to call me as soon as he's off the phone with the repair facility. That was an hour and a half ago. Still nothing. Samsung service is the most useless people I've ever talked to. Seriously, do not buy any Samsung product. Normally I wouldn't say that about any company but seriously I'm so far beyond pissed. I've owned the TV for less than 4 months and it's been broken for 3. Samsung makes a nice product but has customer service that is so bad it makes the Joe Club service seem amazing.
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