Thanks a lot for the information. If my experience is anything like the other people who have written about dealing with Mr. Finnerty, I guess I will have to unload this set on Craigslist, take a loss, and never buy another Samsung product.
I called the 888-480-5675 number that Rudy posted, and let it ring. A gentleman by the name of Cliff LaPaix answered as "president's office." I asked to speak to the Sean Finnerty fellow, and of course he wasn't available.
Cliff wanted to know why I wanted to talk to Sean. I told him my tale of having a FPT5084X/XAA with the capacitor problem, that it's not on the approved settlement list, and the rude "no soup for you" treatment from the regular CSR's (and also the capacitor settlement dept manager) who could care less that I had to pay for my own repair. I explained that I was talking to him on a Samsung phone, had another Sammy plasma in the house, have two Sammy LED montiors in my office, and even own a Galaxy Player insted of an Apple iPod. I asked if he wanted my loyalty to Samsung to end today. He barely let me finish my (polite & respectful) rant. He offered to send out a local warranty station with the caveat that if the problem was anything other than the power supply, I would pay.
No problem! They tech was out today with a new power supply, and had it replaced in about 20 min. Presto change-o, we are back in business!
Thanks Cliff, and thank you Samsung!
Not good enough I want to know the address for the legal department so that I can submit a small claims notice.
I just wanted to confirm how horrendous the customer service at Samsung is. I followed all advice that I found on the internet in dealing with my black line issue, but to no avail.
Samsung will not admit there is an issue with their TV's. Mine is a 59" Plasma and I have other older TV's at home, the Samsung is only 4 yrs old, and they do not have this issue.
They are terrible at getting back to you on resolving the issue, as they never once called me back. I had to call them every second day for 3 weeks and did not get anywhere, even with ECS. I was talking with Marcus from ECS and he is useless.
I will keep it short, but am disgusted that they would not even offer a small repair to retain a customer. I will not by another Samsung product for my home or our business. At work we have 80 TV's and replace probably 10 per year and recently we had to replace Samsungs that had a black line issue. We have LG's and Panasonics that are running 24/7 for 10 years that have not had any issues.
Hope everyone spreads the word about Samsung's lack of quality and customer service.
..more phone calls tomorrow.
Any updated suggestions on how to get a refund or new replacement strategy is welcome!
Duck Tape Engineering
My first 64-F8500 had that problem, and it does not seem to be exactly uncommon from what I've read in this forum. It should be well-known to Samsung by now.
But, as others have pointed out, Samsung customer support is absolutely horrible.
In my case, they started with a "remote diagnosis" session over the internet. I let them try anything they wanted to and did whatever they told me to. When that failed, they sent out a tech pretty quickly with a new mainboard. When the new mainboard did not fix anything, there ensued a couple of weeks of going around in circles, getting a completely different answer every time I called to get an update. Finally they sent the tech out again, to "upgrade the firmware". He showed up with the firmware that Samsung support had told him to download. It was about 4 revs earlier than the firmware already in the TV at the time.
After that I got huffy, and called Samsung and told the rep "Just put me through to Executive Customer Relations", which they did.
A couple of days later I got approval for a full refund or exchange.
The second set (which only had 190 hours on it) had always buzzed too loud, but then also started to develop a 'peeling' (as Samsung describe it) of the protective coating from the screen (right at the edge, by the bezel).
Samsung sent out a technician last week, who got approval to do a panel replacement (because of the peeling and the . The replacement panel had 2 dead pixels. He got on the phone with the Samsung number that only technicians are allowed to call (not regular Joe Soap's like me) and an exchange was authorized.
My understanding is that Samsung no longer have any F8500's - on that basis, what do you think they'll propose?
Samsung offered to exchange my F8500 for an LCD or to do a buy-back. As I didn't (and don't ever) want an LCD I asked for a refund. I suggested that if they offered me a partial refund I would keep the TV since they didn't have any other plasma's to replace it with. They said no - its either a full refund or I keep the TV. I asked what would happen with the TV once it was returned to them and the CSA said it would be scrapped. I said that was an awful shame.
They sent a local shipping company the following week - they arrived with no packaging, no ties, no bubble wrap, nothing. He was just going to put the TV into the back of an empty panel truck, on its stand, on a pallet. I gave him some bubble wrap. Since he had no way to tie it down he decided to lay it flat. Before the driver left I called Samsung - they said that since my refund was already approved it did not matter what condition the TV was in when it reached them . . so I let the driver go. With the roads in Seattle it's pretty much guaranteed that the panel was cracked in numerous places by the time he got a couple of miles down the road! I received my refund from them yesterday.
As soon as the refund was approved I bought a used 65 inch Panasonic ST60. Should have stuck with Panasonic all along (this is my 7th Panasonic plasma since 2004), but now the error has been corrected!!
|Samsung Pn42a400 42 Inch 720p Plasma Hdtv , Samsung Pn50a550 50 Inch 1080p Plasma Hdtv|