What is your transaction number, please?
I bought my first Samsung LCD LN52A850 in April and my experience got off to a great start. After 5 month of enjoying the great picture and quality of the 52? screen the TV went out on September 21st. I quickly created a ticket on Samsung?s website that night hoping that I could have the issue resolved in a timely manner.
After a week went by without hearing anything I called the local repair company that was assigned my ticket. The guy I talked to told me that a tech would need to call me back to figure out what was wrong with it. Another week went by without a phone call and then I received one from a totally different repair company. They asked what my TV was doing and they came to the conclusion that the backlight panel went out. They explained to me that they would order one that will arrive in 3-5 days then I was to call them to set up a time for a tech to come out the repair. On the 6th day I called them back. I told the guy that I was told my part should be here by now and the guy tells me that the part never shipped and it should by the end of the week. I ask what the delay was and he tells me that he doesn?t know.
Furious that I am now looking at over a month for my TV to be fixed I called Samsung. The guy tells me that the part was backordered and it would take longer then anticipated. I explain to him my frustration and he gives me the Executive Customer Service number and tells me that he will create a ticket. As soon as I get off the phone with him, I called the number. I spoke with a lady there and she tells me that she will find out what the problem is and will call me back by tomorrow. Tomorrow comes and I don?t hear from her, so I called again. I spoke to another guy and he asked to put me on hold for a few minutes to find out what the deal is. After 15 minutes he gets back on the phone with me and tells me that the warehouse received the order but lost the ticket. He tells me that a manager will call me back after he escalates the ticket. The manager did call me back about 15 minutes later and offers to have my TV replaced since the repair was taking so long. She gives me two options of TVs and tells me to call back when I decide which one I want.
I call the next morning and place the order. The guy tells me everything looks good and I will receive the new TV in 7-14 days. Just a few days later I call just to make sure everything was still ok and taken care of. The guy I talked to said everything looked good. 12 days go by and I haven?t heard anything so I decided to call. The lady I talked to tells me that the order was not successfully placed by the original support rep and she would have to do it again and I would be looking at another 7-14 days. Being at my boiling point I was not the nicest I could be. She tells me that she will escalate the shipping and it should get here quickly.
4 business days later, I called back this morning and the lady I talked to said it was just submitted for approval and that would take 24 ? 72 hour then I would ship and I am looking at 7 ? 14 days?once again.
I created my ticket on September 21st and it is now November 2nd. I am looking at over 2 months of trying to get my issue resolved. All I have wanted from the beginning is to have my TV replaced or fixed and I still have no clue as to when that will happen. While it was working I loved everything about my TV but dealing with Samsung?s Customer Service has been the absolute worst experience. The reason I bought the TV was because I am a huge sports fan, but I have now missed half of the NFL season and all of the baseball playoffs and World Series. This will be the last Samsung TV that I will own because you can?t enjoy a product if you can?t get it fixed.