April 15, 2009
Service Technician called me. Spoke with Tim. Seemed impatient and unwilling to help. Wanted to let me know that, after 6 hours, he didn't see anything (despite photos) and said "this was a waste of time trying to find something that's not there." Also told me that if something WAS there, I'd just "have to live with it." Told me that he would MAYBE look at it again tomorrow.
Is this really happening? Did I really pay this much money for an unsatisfactory product (under warranty) only to be denied help in repairing it? This is amazing.
After reading this forum thoroughly and following the amount of help/care that HDTech puts into these posts, I decided to document my story in increments so I could share it. I'm extremely disappointed at the moment and fear things may not go well.
Build March 2009
Purchase March 23, 2009
April 7, 2009
Called 1-800-SAMSUNG. Spoke with Mark, very courteous, listened well, understood the issue, scheduled a service call, gave me contact information, assigned transaction number, told me to expect service on April 10, 2009.
April 9, 2009
SAMSUNG called me. Spoke with George, very courteous, requested to know TV issue to better communicate what would be needed to service technician. Listened well, understood the issue.
Called service technician. Spoke with Tim, very friendly, listened well, understood issue only partially. E-mailed technician. Supplied photos of TV issue to communicate a better understanding of what will be needed.
April 10, 2009
Called service technician. Spoke with Tim, friendly again, told me no service date was set in stone yet and would call with more information. Commented that photos suggested a need for a new panel. Samsung repair self-tracking page lists a service date of April 14, 2009.
April 14, 2009
Service Technician called me while at work to tell me he was "on his way." Spoke with Tim. Offered to come by this morning to pick up TV and take it back to his shop. I requested leaving it at home, he said no. I had to make several calls to make sure someone was home, as I expected a call at least 1 day in advance.
Service technician arrived. Examined TV after being on for 45 minutes; when told that it takes 1-1.5 hours for it to warm up and show the uniformity issues, he said he didn't have any time for that and insisted on taking the TV to his shop. I suggested turning up the backlight to see it more easily. He laughed and said that it voids your warranty and he "didn't know what he'd be able to do for me since I did that." Extremely unprofessional and condescending.
What should I do? I am expecting very little at this point, but am open for any suggestions.