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Question

Customer Service

Jul 9, 2011 6:45AM PDT

Hello...does CNET ever rate a product inclusive of its opinion/feedback regarding customer service? I've been in the midst of a nightmare regarding Samsung's inability to honor my extended waranty for which I paid over $400.00. I've written to the President & CEO, Mr. Kim, and the President of Consumer Products, Tim Baxter, but have not heard back.

A review/guideline section for Consumer Support would be a most welcomed aspect so that consumers can choose products including this criterion. Any chance of CNET doing this? Thank you. CAINPD

Discussion is locked

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Answer
Doubtful.
Jul 10, 2011 4:35AM PDT

But CNET does have a Samsung forum so let me offer a clue for the best effect.

1. Post your story.
2. Be sure to include Country, Model Number and most important!

3. The TRANSACTION NUMBER from your call(s) to Samsung.

There is a Samsung Ambassador in that forum and while some task them for taking the weekends off, I think the results have been outstanding.

10 out of 10 stars!
Bob

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Customer Service/Samsung
Jul 12, 2011 5:59AM PDT

Thank you, R. I would post the story, except that it is very, very long and I have sent a 4-page letter, detailing my travails to Mr. Kim, CEO and President of Samsung Electronics America, Inc., as well as to Tim Baxter, President of Consumer Affairs (or the like) of Samsung Electronics America. Don't know if I will hear back, even though the letter was as concise and "devoid of attitude" as I could make it. I will, however, take your advice and post the transaction number(s) which, hopefuly will allow your ombudsman to understand what I went through. I doubt this as well, b/c each time I talked to someone, I asked if they could not just track the myriad conversations I had rather than ask me the same questions time after time. That was a losing proposition!

Many thanks for your response and I appreciate your time. cainpd

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That isn't what he meant,
Jul 13, 2011 12:44AM PDT

I am sure you have had problems. What the forum would want you to do is just post a very precise post entailing what is wrong and what you want the company to do.

Do you want a solution or continue the nightmare?

I think you have the makings of a good website idea: a place that people can go and rate sites/ whatever you need. You could even have one based on different genres of webpages. One could be social networking sites, one could be video games sites, and so on....

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I see they did post a new fresh post with the details.
Jul 13, 2011 12:48AM PDT

I'll follow this one and that to see how the next chapter in this story unfolds.
Bob

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Customer Service/Samsung
Jul 13, 2011 5:55AM PDT

The nightmare, for me, is over. I have done as much as I can to raise questions with the CEO of Samsung, Consumer Reports and now, with CNET. Consumer Reports has undertaken a review of its high ratings of Samsung product reliability as well as its unresponsiveness to customers who register continuing problems. Having been in the service industry for many years, I can see that there is definitely a systemic breakdown in Samsung's procedures. The high volume of complaints received by Consumer Reports is a clear signal that something is wrong there. And when you look at the complaints on this site alone, well, all these people can't be making it up.

Having learned from this experience, I know I will never buy another Samsung product and will urge friends to follow suit. That is my solution as a consumer. And certainly, whatever product I buy in the future will, in part, be based on its customer service reviews, and the procedures in place to satisfy warranties, complaints and any concerns customers have. I'm done wandering in the Samsung abyss!

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Samsung Customer Service
Jul 15, 2011 5:37AM PDT

Hello, R...

I received a call today from Samsung in response to letter(s) I sent to Messrs. Kim (CEO) and Baxter (President/Consumer Electronics).

The response was what I expected. Samsung is not responsible for the warranty since it was purchased from a third party. This, even though the contract explicitly says "...thank you for purchasing this extended warranty from Samsung..." and the phone number for repairs connects directly to Samsung customer service who validated the warranty when I first contacted them.

Moreover, the young woman told me that my warranty had expired, which is patently false. So. It is plain that Samsung will slip through any perceived loophole that they can, and that consumers should be made aware that purchasing an extended warranty from them will not be honored.

It was also notable that there was NOT ONE WORD of apology for or acknowledgement of the dreadful experiences I encountered with Samsung's customer service people or for the inconveniences and time lost I incurred. Their ONLY focus was that they were not responsible for the costs I incurred or for the warranty I purchased.

I am now and forever a dissatisfied customer and will never buy any Samsung product ever again. I appreciate your time during these posts, but hope that others who read this will be cautioned in their future purchases.

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That helped me understand your plight.
Jul 15, 2011 5:47AM PDT

Since anyone could that on your warranty, take your money, Samsung would not have to honor that warranty.

You have a beef with the company(s) that sold you this warranty and those behind the warranty.

This could happen with any other name so I fear that you may get burned again unless you learn from this experience.
Bob

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No sale...
Jul 16, 2011 7:31AM PDT

While I appreciate your comments, I am unpersuaded. The check for this extended warranty was made out to Samsung; whether they paid the third party or not, I don't know. Next time I buy anything from anyone, my first inquiry will be about warranties and customer service. Until I know all about that, I will not make the purchase.

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Sorry for my typo.
Jul 16, 2011 7:44AM PDT

I meant to write that anyone could write that on a warranty.

In California I know of the B.E.A.R. that would be my next step.

Sorry for my typo again.

--> About the check. If someone committed fraud on the warranty copy, they would also commit check fraud.

I rarely write this but it's time for small claims court. I bet you'll win.
Bob

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Customer Service
Jul 17, 2011 8:46PM PDT

Don't know what the B.E.A.R is but I thank you anyway for replying. Small Claims is a non-starter for me...I won't expend any more energy on this; I'll just let my purchasing power and my past experience decide the best course of action. I can now eliminate Samsung from any future considerations.

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Given your story, you might be burned again.
Jul 18, 2011 3:22AM PDT

If some fraudster did this, they tricked you once. I read all your posts and in the end it looks like you were defrauded by someone posing as Samsung this or that service.

There are long articles about how the fraudsters continue to get away with this since the victims are not speaking up.
Bob