Rant

Samsung poor customer service on a warranty TV

Feb 2, 2019 11:17AM PST

I bought a 65inch Samsung TV and this was what happened to me.


I contacted Samsung on January 22nd 2018 because my TV had a cloudy white object on my TV scene.
on Jan 24, 2018 at 3:07 PM They sent me a ticket # 4146664022 and listed it as under warranty and service tech on Jan 24, 2018 at 3:07 PM was coming out. They came out and looked at the TV and told me that this could not be fixed. Instead Samsung request that they replace the screen. They came out 3 times and each screen was worst. The last time the tech stated that Samsung will be contacting me because they was going to replace the TV. I waited for a call and no one called me. I contacted Samsung on 03/03/2018 through chat transcript ID 4297994121 and was told that " TV exchange is approved, and the ticket is in open status and someone will be calling me. Once again I did not hear anything. I contacted them again on 05/10/2018 and was told that my ticket has been escalated to the higher team. They provided me with another number and I called them and they said that someone will be calling me again.. I told them how I am very disappoint that this has been going on for months. They stated that they will make sure that someone call me. I did not hear from the company until On Sep 21, 2018 from Matilde Samsung Case Manager and they requested that I send in my receipts. I did that same day and never heard anything back from them.
I contacted them again October 2018 and was told that they canceled my ticket without a replacement. I was so upset because they never called me or assisted with a replacement. How do you close a file and not assist the customer. The agent said that he will open another ticket and have them call me. I said I heard this all before. he stated that they will call from higher up. Once again I fell for the bull crap. I call them back on January 2019. Almost a year to the day that I called in for service. They told me that they canceled the ticket again stating that they tried to assist me with service within a 30day period and that I was out of town and they closed it. I told them that I am not requesting service but where was my replacement. They said that they was going to open another ticket and get someone out to assist me. Well, I got another ticket # 4149333090 for service that the canceled right after. On the ticket is stated that this equipment was out of warranty and to call them. I called them and the lady stated that if I wanted service that I will have to pay due to this TV is out of warranty. At this point I am beyond upset but pissed off because they have no clue what they are doing. I hung up the phone. I call the Samsung department again but this time I opt for a text. I explained to the lady of what happen and she stated once again that she will get me over to the executive people and they will handle this. I told them that I need a replacement and they have the worst customer service every and that i am now being forced to take this matter to my lawyer and use other channels to get the word out on had bad they are treating their customers. The agent did not text me back or say goodbye. Just never responded back. Sad. A whole year has past by and I have been without this TV for a whole year.

I then sent a email to the president of Samsung in English and Koreon stating that I want this matter resolved and I want compensation for half of the year that was wasted due to they never assisted me on a warranty issue. Someone name Lataisha Wells| Office of the President Samsung Electronics America, Inc. contacted me and stated that they can offer is a depreciated refund or an exchange and a $100 gift card that I have to spend at Samsung. I was insulted. I am a loyal customer and requested service under a warranty TV and had to suffer for a whole year to note get anything and this is all that they have to offer me. I am disgusted that a billion dollar company will treat their customers like this. I am going to seek all the advise that I can get and blast them on every site that I can and seek legal advise on this matter. It is not like they are paying for my replacement out of their pockets. This TV was under warranty. All I ask for was to get this TV replaced at they stated that they would do. This is the worst service ever. I look around my home and most of the things I own is Samsung. Terrible service. I will not stop until I get better service.

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Comments
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I have similar experience with a warranty Samsung Washer
May 14, 2019 1:24PM PDT

I bought a Samsung washer and it broke within 3 month.Called CS on March 3 and the nightmare began.

They sent 4 groups from two different contractors. Each of them diagnosed totally different issues and none of them was able to repair it. One person said it's the largest motor problem that usually won't happen within 5 years. A month past and the machine is still broken, I called Samsung to request a replacement. It took them another month to approve this request (including 5 phone called and two of them put me on hold for 1.5+ hours!!) In each contact, they promised a response time window but they never responded in time, not even once.

And from the last phone call with their replacement team on April 9 (on hold for 1.5 hour to actually tale to someone), they agreed to deliver the replacement in stead of store credits as firstly suggested. They said the trucking company will contact me within 3-5 business day and they promised to send me an email regarding the reimbursement of the installment of the replacement. And I never heard back from either the trucking company nor Samsung until April 19.

On April 19, Samsung sent me a text message saying the trucking will contact me within another 7-10 business days. And I haven't received any contact until May 10.

On May 10, I received an email from their audit team indicating that my replacement has been delivered and asking for my feedback. I never received the delivery, not even a phone call to schedule the delivery. And I never received the email for reimbursement of the install fee. I text them back but never got response.

So I call again on May 13. The rep answered my call said she only saw store credits under my ticket number. When I said they promised a delivery she said she need to transfer me to replacement team and confirmed they are available before the transfer. And I'm been on hold for 1 hours 42 minutes and no one answer the phone so I had to hang up.

This is the most frustrated experience I've ever had.

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SAMSUNG - Disjointed client service and warranty Support
Aug 28, 2019 9:07AM PDT

The above thread is what i am currently experiencing with SAMSUNG. They provide a response but there is no follow through. My TV is a 55" curved model 7300 and it failed (half the TV is not lit up). It is now thirty days deep and the TV is nowhere in site.

they first sent a service request to an outside repair service provider and because I'm central Massachusetts they canceled the service and I was forced to communicate with SAMSUNG directly again (so the loop of crazy starts) and they start the process again.
Step 1- get approved for exchange 3 to 5 days
Step 2- KW International will contact you in three days (never happens)
Step 3- Make at least 6 phone calls to SAMSUNG asking, no begging for an update (no update)
Step 4- send emails both in Korean and English (does not matter)
Step 5- Go out and buy another TV from anybody but SAMSUNG!

This is the most disjointed experience I have ever had in terms of WARRANTY support. I seriously think that this company does not respect the American buying public, and its a shame because the TV's when working are really good.

But in my case I purchased the three extended warranty and because I'm in the scope of the manufacturers warranty I am not able to exercise that option (which would be way easier). So here I am waiting for the football season to kick off and no closer to getting it replaced.

I would thinks hard about buying their products because technology this complex is very likely to fail.

good luck
Jack

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going through this now with my 55"
Jul 3, 2020 7:10AM PDT

Samsung has supposedly sent a credit to BestBuy for an exchange and nothing. its only been a little over a month now but samsungs attitude is telling me nothing will be done. I have been on constant phone calls back and forth between samsung and bestbuy . Samsung saying they issued the credit and bestbuy saying they dont know anything about it. my last phone call with samsung said that I just need to wait for a phone call from bestbuy. Im not holding my breath on that. Samsung sucks.

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