We do understand you are frustrated and apologize for any inconveniences.
That being said, I escalated your ticket andI spoke with a manager and we are standing behind the decision and our policies pertaining to your particular issue. We can still offer the parts free of charge, however, labor will be at your cost.
If you'd like to contact Samsung directly to have the service set up, please do so at 1-800-SAMSUNG and use your transaction number as a reference number.
Already tried this once - let's try again. Have a Samsung TV that developed the white dots on the screen. Called Samsung on this and they stated that it is the DLP chip and they would do a one time fix, however I would be responsible for the labor. A service tech did call back and informed me that the la bor on this would be $180.00! The chip doesn't even cost that much. I told them no and called Samsung back. The ECR team was supposed to get back with me in 48 hours, which they did not. I then again called Samsung and stated to them that I could not pay out that kind of money, and asked why some people had gotten the labor paid for and others are not.? They did state that this particular model had the problem with the DLP chip and they had a program to where the part and labor had been all paid for
but the program had ended. When asked when the program had ended the answer was in January. So because my TV did not get the white spots for a month after the program had ended, it does not qualify for the free labor - how quant is that. If this was a known problem with this particular model, why not put a recall on these? Instead now I am stuck with a TV that is going to continually get worse. I did ask if they could just send me the part (or the service center) and I would install it myself, they said they could not do that. The only "combination" that could be done was to have a tech install it and pay the labor or not get it fixed at all! Yes, I am more than a little upset about this!!!
Any help would be appreciated.