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Why Would Sound Get Stuck on Maximum?

by LarrySF / September 28, 2010 4:38 PM PDT

Samsung LED 40 inch Series 6300 TV purchased 38 days ago. Last night while I was nowhere near the remote or the TV, it suddenly went up to maximum volume. Using remote I could reduce volume but as soon as I took my finger off the "down volume" it would shoot up to maximum again. Remote would not turn TV off. Mute did not work. Unplugged TV, waited, plugged it in, same thing happened immediately(3 times I tried this). Samsung support had horrible language skills but ultimately 24 hours later I arranged a service call (first available in 6 days - ridiculous). Today I plugged in TV and it worked normally. Cancelled service call but am very nervous that there is a glitch that is going to keep causing this problem out of the blue. Why would this happen? Did I get a lemon? And why do Samsung customer support people have language problems and make customers repeat information when there is a "ticket number" that should allow them to access the record of the previous conversation?

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Why Would Sound Get Stuck on Maximum?
by Samsung_HD_Tech Samsung staff / September 29, 2010 6:47 PM PDT

LarrySF,

I'm sorry you had trouble with the phone agents and feel that the service call is too lengthy. Sometimes we are limited by the number of service centers in any particular region.

I'd have recommended not canceling the service call. In some cases, the technician may know what's wrong and be able to address the issue. However, you do have a warranty (and if you register online, you also qualify for an additional 3 months on top of that) in case the issue appears again.

People post their service tickets online, often times even here in the forums. Most of the verifications are in place to make sure that we're talking to the right person.

--HDTech

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Update - Samsung Customer Service Completely Incompetent
by LarrySF / October 2, 2010 3:39 AM PDT

Thank you for replying. When I called Samsung to cancel the service call I was very firm about them doing it immediately because I did not trust them. The barely-English-speaking agent put me on hold for a minute and then said it was done. So the day of the originally-scheduled appointment, I get a call from Samsung service saying they are on the way to my home, and I had to tell him I had cancelled the appointment. There very nice-sounding (and English speaking)repair guy told me that someone had written that I was "uncooperative" because I would not do a diagnostic test on the TV, even though I had told the agent repeatedly that I could not do it because the TV would not accept any commands. I was afraid to keep the service call because they threatened to charge me for it if the TV was working when he got there. What kind of customer service is this??? I so regret getting a Samsung, and if I were not beyond the 30-day return at Sears this TV would be gone.

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Update - Samsung Customer Service Completely Incompetent
by Samsung_HD_Tech Samsung staff / October 4, 2010 7:51 AM PDT

LarrySF,

I'm a little confused. If they were sending a technician to fix your unit, but you canceled the call? By your statement, it's pretty clear that there's an issue, so something would have been found if the symptoms weren't going away. If you have a ticket number, I'd like to look into this and see if I can have someone review your case.

I'd like to apologize for the uneasiness expressed in your statement. People should have confidence when dealing with an in-warranty issue.

--HDTech

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Customer Service threatened to charge for service call
by LarrySF / October 4, 2010 12:46 PM PDT

I cancelled it because "customer service" threatened to charge me for the service call if the TV was working when the technician got there. 24 hours after we had unplugged the TV, we plugged it back in and it was working (unplugging it had not solved the problem the night before). So we didn't want to get charged for the service call.

Also, we were told by the service technician on the phone that there was a note in the work order saying I was "uncooperative" because I did not do the self-diagnosis while on the phone with "customer service." The "customer service" person I spoke to was incapable of understanding that the TV would not take any commands from the remote because it was stuck on "volume up," so I couldn't do the self-diagnosis. She said repeatedly that I would be charged for the service call if the TV was working when the technician arrived. I will see if I can find the ticket number. If the problem recurs I will call back and schedule another appointment but I am afraid to do it now because the TV is working.

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Customer Service threatened to charge for service call
by Samsung_HD_Tech Samsung staff / October 5, 2010 6:32 AM PDT

LarrySF,

Thanks for getting back to me on this.

I'd like to look into this, if you'll allow me to. I'm not a member of the customer service team, but I'd like to bring your service number to their attention and see if maybe something can be done.

--HDTech

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