Originally Posted by thesmyster
So each time i put in a service request, at the end of a call i just ask for a supervisor callback asap? is that so that I can tell them how the service rep did and rate their service?
I told them I have anger management issues and have been jerked around enough. Samsung told me since I went out of warranty and a rep extended my warranty as an exception, the warranty's only good for repairs and not a replacement, and if the service center deems it unrepairable then i would have to pay an out of warranty fee for a replacement. It sounded like BS to me, I don't think they have 2 types of warranties, a warranty is warranty and it has always stated parts and labor as it does now.
Its BS they extended the warranty period at no time did they disclose or mention that it does not cover replacements.
Once they get to the level of Case Management and ENR its irrleveant
Don't even have that conversation with them
Its in warranty, repair man comes out for 3rd time its not repair able.
They continue following the Warranty procedure which is replacement.
Don't keep bringing up how you were out of warranty but it was extended.
try and makes sure a different tech examines the TV ask for a senior tech how long have they been with Samsung?
What type of training does the tech have?
Question and confront the tech himself, and call him into dispute the tech maybe poorly trained.
Or he may even be a 3rd party contractor not a Samsung Technician.
If worst case they extended your warranty, but that extension only covers Repairs NOT replacements.
Question that, how are they making that assertion, You need to see the documentation the language that says that. Say its BS get the persons name say your name will be at the very top of my letter to Samsung Corporate.
#1. You are putting your employment in jeopardy by failing to provide the actual language and documentation you are citing.
#2. I think you are making it up its not legit unless you can show documentation of the New Extended Warranty terms.
But thats worst case scenario don't even go that route. I think its pure BS. Manager and rep does not want a 55 inch replacement in their hands.
And I can't blame that rep its not gonna look bad on their monthly review. That they processed a 55 inch replacement.
Remember they will especially ECR and Case bold face lie to you. Its their job and Case really hard negotiates, You get this model thats it. Its a model offer not a negotiation.
But don't even deal with ECR anymore, follow my steps of getting straight to Case management.
x amount of failures triggers an escalation to Case Management.
Say Listen CM person, my unit is in warranty a tech has visitted my home 3 times on X Y and Z dates 3 times he says its not repairable. Lets follow appropriate procedure, to do a model exchange or replacement. Or whatever the the corrects steps are. Please check to see in your inventory what model is comprable to my LNTXXX whatever your model is.
(once you ask that that triggers them to Text or IM ENR who immediately messages them back)
The magic trick is getting to Case M and asking them that question say it just like that.
(thats all you have to say to Case management)
And never bring up to CM that your warranty was extended if that happens immediately change the conversation immediately dispute it and say. "Well but on X date the tech visited my home do your records show that Visit?"
that triggers the person to look up stuff in their system and get off message.
Remember try and ask question, and predict their answers, that way you can steer the conversation to your favor.
And always ask open ended questions that can not be answered with a YES or a NO.
Unless you want a YES or NO answer to out you in a advantageous position in the conversation.
Sounds to me like they are deliberately stalling or buying time so that your extended warranty Expires.