griffon61251,
I'm sorry to hear that you're having trouble, both with the set and with service. I'm not part of service, but I'll assist in any limited capacity I can.
The repair facility should have been in contact with Samsung, and I don't know why the repair ticket was closed or who closed it. With your new service ticket number, you might try calling the repair facility and ask for an update, and try to pin a date for servce. They have the ability to request an out-of-territory repair.
Our repair system is not designed to outlast the customer, though I appreciate where you're coming from with the experience so far.
You might consider our Executive Customer Relations department, also available at 800-SAMSUNG (ask to be connected when you get to the help desk) to request that service. I admit, I don't have a lot of solutions in these cases, but I can help point to the right direction.
Please keep me posted on the progress of this.
--HDTech
The following is the body of an email I sent to Samsung yesterday, 2/10/2009, that really sums up my problems and frustrations:
"I have been calling since before Jan. 27 about my TV problems (rear RCA jacks and Wireless Info link which have not worked since the start.) and finally on JAN 27 a repair order was issued (400310200
.
I was told to contact Action TV which I did the next day. They informed me I was outside their territory. I called Samsung back and was told it would be assigned to the Service Dispatch Team and they would be getting back with me in a few days.
I gave them over a week and called back yesterday and found that no progress had been made about getting my TV fixed.
And today I found my repair order has been cancelled. I have to start over!!!! New repair order #4003109377 issued.
The old one was cancalled due to inactivity!!! The Samsung service guy wanted me to call Action TV again!!! And now the case has been assigned to the Service Dispatch Team again!"
So today I called my dealer, Amazon.com, and found that since Samsung has been giving me the run around I am now a week past the time that Amazon would have just exchanged the TV with a new one for me!!!!
I am very unhappy with the level of service I am receiving from Samsung. I researched Samsung before I purchased and found you had a great reputation."
And today, 2/11/09, I received this reply from Samsung:
"For any inquiries regarding an existing service request, please call 1-800-SAMSUNG to speak to a live agent who can assist you. Please have your transaction number ready when you call."
How do I get someone to fix my TV? This seems to be a treadmill designed to just outlast the consumer.

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