Join Date: Oct 2007
Location: Poughkeepsie, NY
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Samsung has me pretty upset right now. When I first got my tv, there were lines on the screen which resembled the dirty screen effect from other plasmas. Amazon exchanged it for me no questions asked. My replacement had pink banding which I tried to ignore, but in the end Amazon replaced it again. The final set looked good, but where the bezel meets the glass, there's a type of insulation there, which was hanging out and laying on the screen. At this point I told Amazon I was going to give up, but they were nice and took some money off the set asking if I would accept one final replacement. I did and it was good for a while.
About 8 months in I started to notice the pink banding again, along with the HDMI handshake issues more frequently. I called Samsung and got an executive customer service rep on the phone. I explained to her my past with this set and asked if I could pay a bit of money and switch to another model. She said she would love to, but they need to set up a repair at least once. She said if I have issues they'll replace it. She set up the repair and said the company (NISI, NJ) would be in contact with me. Keep in mind I'm in Hyde Park, NY, which is pretty far from NJ.
Three days go by and I hear nothing, then get an email from Samsung saying my repair was cancelled. No explanation...just cancelled. So I called and they said the company claimed they couldn't get in contact with me, which was a total lie considering I gave both my house and cell number. So they said to call the repair company and tell them to set up an appointment. The repair company was extremely nasty on the phone and said I needed to contact Samsung and tell them to make a NEW ticket. So I contact Samsung, they set up a new one, and direct me to call the repair company AGAIN. I called them back and set up the appointment for today. I informed them that I work on weekdays and would need to take off to meet the repair man. They said that the tech would be in contact with me prior to the repair and especially if parts need to be ordered which could cause them to reschedule the repair.
Fast forward to today....hmmmm....no repair man. Finally I get a call from the repair man from NISI who says "ummmm....unfortunately I'm not going to be able to come today. The parts are going to get here in another 3 or 4 days and we can set up an appointment for then."
I was extremely pissed. I asked why I wasn't told in advance, to which he said he had no excuse. So I hung up with him and called Samsung. Surely they would have to understand how unprofessional this was and how I had just lost a day of wages to accommodate an appointment which never happened. NOPE. The rep put me on hold forever, finally saying that they couldn't authorize the exchange yet because the repair company JUST ordered parts. They said that with parts in transit, they can't authorize an exchange. So they still want this guy to come to my house on another day and work on the tv. I said it was ridiculous and asked what that does for me or my lost wages...to which I was told that they wouldn't do anything.
At this point I don't know what to do...I'm so damn angry.