TVs & Home Theaters forum


Samsung Customer Service re: Missing Parts from SoundBar

by DapperDan51 / May 25, 2018 3:44 PM PDT

Purchased Samsung Soundbar Model HW-KM 36 ZA and it sat in the box for a while. When I went to install it was missing the AC/DC Adapter and 19V Power Jack. Called service dept and was told that once I was past 30 days there was nothing they could do; company policy. I asked where does it say that on the box or in the User Manual under Limited Warranty (one year parts and labor). Was told I need to purchase the part. Not happy but OK how much is the part figuring since I paid $97 for the Sound; well it's $93 ???? After getting supervisor involved I was told that there was noting they could do ( company policy ). Hard to believe but they suggested I go buy the part on Amazon for about $14. Am I hearing this won't send me the missing part or match the price you indicated Amazon sells it for due to company policy? E-mailed Office of the CEO of North America. Got an e-mail from CEO office indicating they would look into it.
I'm thinking no brainer here the missing part is on it's way, right! Two days later a phone call reportedly from the office of the CEO " Sorry, there is nothing we can do to help you due to company policy"
Here's my policy; I will never purchase another Samsung product again nor will anyone in my family, my rental agent for my property or hopefully anyone I can tell this story to. F Samsung, LOL!

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