It is hit and miss I guess because my personal experience was good. I had a cracked bezel, they came and replaced it without issue and now the TV is all good.
I love Samsung products.
After many years and many thousands of dollars, I finally had a defective Samsung product.
I was shocked by how poor the customer service is. Its not even worth the story... I'll be paying for the repair myself.
Their BBB rating is a solid "F"... and I'll add to that with my report. This is why the details of my experience are not necessary - all businesses have isolated problems, but in Samsung's case, they have turned poor customer service into an artform.
If one needs to further proof of how little Samsung cares about the customer, go to their website and download their code of conduct:
http://www.samsung.com/us/aboutsamsung/corporateprofile/download/sec_global_codeofconduct.pdf
They give nothing but a token mention to customer satisfaction - a sentence or two out of 19 pages.
Bottom line is that they have lost this customer, and the hundreds I will influence.

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