Gving up on Samsung - AVS Forum
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post #1 of 28 Old 04-18-2012, 07:12 AM - Thread Starter
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I have been doing a ton of research while trying to decide whether to purchase either an e6500, e7000, st50 or a gt50. It has been difficult if not impossible to locate specs on the Samsungs. Their website is still devoted to TV's they don't even sell anymore, the 'd' line. I wrote their 'voice of the customer' help desk which is supposed to escalate all problems. They gave me a link to the specs for the e6500. I then wrote bakc and said how about the e7000, their answer was they have been to busy to update that information! Meanwhile I could compare the st50 and gt50 specs without any difficulty. I was leaning towards Samsung after reading the 2011 reviews, even though all the local salesman kept pushing me towards Panasonic.
This support reminds me of last fall when I asked Samsung for info as to what TV's had the black filter, their "tech' support people wrote back that Samusng doesn't provide ANY filters on any TV's any more!
My Toshiba rp HD cinema series TV keeps threatening to die, I want it to die, but it just keeps teasing me with 'fluttering' occasionally.
Anyways, if this is the level of support I can expect from Samsung they helped me make up my mind, it looks like an ST50 for me!!
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post #2 of 28 Old 04-18-2012, 07:26 AM
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you might want to search around on the forum a bit. There is a lot about Sammie these days - and some [but not all] of it ain't very good -
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post #3 of 28 Old 04-18-2012, 07:46 AM
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Quote:
Originally Posted by dzt41j View Post

Anyways, if this is the level of support I can expect from Samsung they helped me make up my mind, it looks like an ST50 for me!!

Well to be fair, the "tech support" people that you speak to on the phone at Panasonic lack knowledge about their own TVs - most of their answers to questions i've asked were completely wrong and uninformed. I've had equally bad tech support from Samsung when i had problems with my defective LCD TV, defective PC monitor, and defective laser printer.

I don't know why these titans of consumer electronics industry allow such untrained, uninformed morons to answer the phones, much less attempt to answer even basic technical questions or give specs.

Just keep checking the 2012 Samsung threads - new info will be posted as people discover it and the longer you wait to buy, the more info you'll get and the prices will start to drop too.

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post #4 of 28 Old 04-18-2012, 03:24 PM - Thread Starter
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I agree with the customer service people, but the real fault lies in why didn't Samsung have all the info ready for the web developers?
I don't want to rely on info written by others,i.e. I read once the d6500 tv's dropped the black filters - still don't know if it's true or not.
I'm just worried if I get a Samsung that I would have to deal with these morons!

I hope some Samsung rep check the forum and can ask, why are we still advertising 2011 TV's???
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post #5 of 28 Old 04-18-2012, 03:28 PM
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Quote:
Originally Posted by RandyWalters View Post

Well to be fair, the "tech support" people that you speak to on the phone at Panasonic lack knowledge about their own TVs - most of their answers to questions i've asked were completely wrong and uninformed. I've had equally bad tech support from Samsung when i had problems with my defective LCD TV, defective PC monitor, and defective laser printer.

I don't know why these titans of consumer electronics industry allow such untrained, uninformed morons to answer the phones, much less attempt to answer even basic technical questions or give specs.

Just keep checking the 2012 Samsung threads - new info will be posted as people discover it and the longer you wait to buy, the more info you'll get and the prices will start to drop too.

Very well said, as all your posts are pretty spot on...........
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post #6 of 28 Old 04-18-2012, 08:56 PM
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Quote:
Originally Posted by RandyWalters View Post

Well to be fair, the "tech support" people that you speak to on the phone at Panasonic lack knowledge about their own TVs - most of their answers to questions i've asked were completely wrong and uninformed. I've had equally bad tech support from Samsung when i had problems with my defective LCD TV, defective PC monitor, and defective laser printer.

I don't know why these titans of consumer electronics industry allow such untrained, uninformed morons to answer the phones, much less attempt to answer even basic technical questions or give specs.

Just keep checking the 2012 Samsung threads - new info will be posted as people discover it and the longer you wait to buy, the more info you'll get and the prices will start to drop too.

I put the blame on the manufacturer for not providing the training and the information needed to assist their customers. They can't tell us what they haven't been told so Ill bet some of them have been winging it. If there is any training, it appears it's how to handle a call with no information to give out (lol). I've had a good experience with Samsung though as they are giving me a refund on my 64D8000 that was deemed unrepairable. There was no hesitation nor need for me to speak to someone higher up.
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post #7 of 28 Old 04-19-2012, 10:51 AM - Thread Starter
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I am just super disappointed in Samsung that they have such a low level of support. Plus, how do you expect to sell TV's if you don't even put them on your web site?
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post #8 of 28 Old 04-19-2012, 12:27 PM
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I have had several issues with my D7000 and have spoken countless times with them over the months, and nothing - absolutely nothing - has ever been resolved.

They have no knowledge whatsoever of their products. None. Their website has lots of incorrect information posted - I had to call them before I even bought the set to ask them to verify some info on their site, and they were clueless - after 2 different reps they admitted their site was wrong on their specs.

I don't know how many times they promised me a return call within 24-48 hours, yet never did. At one point, they had me escalated to a "tier-2" knowledge base specialist, yet every time I called them I had to start at the beginning and work my way up the chain again, every time. It was truly painful.

Being my first plasma, I wasn't familiar with the dithering in 3D mode. When I called about this, they had never heard of what I was describing, and said it was defective. Days later, another rep told me it was normal, but never explained what it was or why it was normal. It wasn't until I read on these forums that I learned it was called dithering and was completely normal.

They were just as clueless regarding their blu-ray player's inability to send video files (mkv) encoded in 23.976 in 24Hz mode, even though it had an "auto" 24Hz mode. Apparently 2010 blu-ray players had a 24Hz mode that worked with digital files from USB just like blu-ray discs, but 2011 players only send 24Hz with discs, not digital files off the USB port. I must have put in several hours total trying to get to the bottom of that issue. They knew nothing about any of that. The blu-ray player skips on discs badly also. My Star Trek original series blu-rays are unwatchable on my player due to the frequent stutters and skips. As usual, they offered nothing but "try using a lens-cleaning disc". Brand new player, mind you.

Bottom line, their customer service is absolutely terrible. I have never been happy with my D7000 due to several quirks that really add up to an annoying experience, and their customer service is as bad as HP, which is saying a lot.

Their firmware updates are a joke as well. Just look into the whole "fluctuating brightness" issue on the dedicated thread - they make it a nightmare to obtain and use their fix - and in fact, the only way for me to use the fix at this point is to invalidate the warranty and use the service menu hack, which I will not do. Their built-in media player is very stuttery and has lots of codec issues with some files that it is supposed to play - I tried an mkv last night and it wouldn't play it, saying "unsupported codec", yet when I tried it on their blu-ray player, it played. A simple firmware update could add codecs and improve the media playback experience, but they've done nothing like that, ever. They keep focusing on useless "apps" instead of polishing thier existing features and improving them through updates. I'm willing to bet their new "upgradeable" slot in their 2012 line is just a gimmick, and I'd be shocked next year if they actually offered anything remotely useful through that upgrade slot.

For me, it's easier to just take this as a lesson learned. Don't rely on expensive products from Samsung because their customer service will leave you high and dry. Luckily I bought the trade-in program through Best Buy and I am pretty close to pulling the trigger on a 2012 Panasonic. I gave Samsung lots of chances to make things right and they never left me even close to satisfied.
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post #9 of 28 Old 04-19-2012, 01:40 PM
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Same here. I won't even consider a Samsung when shopping for tvs or blu-ray players. Done that three times too many. How many other manufacturers need to release firmware updates just so their tvs don't turn off by themselves? For 5 years in a row. That should tell you a little about quality control right there.
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post #10 of 28 Old 04-19-2012, 02:46 PM
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They never fixed my LNT4671f LCD. They tried twice, then refused to exchange to a different model, even though a feature I paid for was known to be "unfixable".
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post #11 of 28 Old 04-20-2012, 06:05 AM - Thread Starter
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I love this one is response to a question if the d6500 had the same black filter as the d7000,
"We understand that you want to know if the TV has the black filter.

We are sorry; as of now there are no Samsung TV's which have the black filter. We do not have the information regarding the upcoming products. If there is any information available it will be posted on the Samsung website."

These two responses turned me from seriously considering the e7000 over to Panasonic. Everywhere on the forum when people talk about Panasonic problems it seems like in the end they are happy with the support they were given.
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post #12 of 28 Old 04-20-2012, 08:04 AM
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I was a Samsung fanboy, my last four HDTVs have all been Samsungs. But after my 55" Samsung LCD died after 14 months and they wouldn't repair it, plus reading all the horror stories here, I've decided to give Panasonic a try.
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post #13 of 28 Old 04-21-2012, 07:11 AM
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the last laptop I bought was a Samsung. That was in November 2011. I used it for a couple of weeks but then had to go back overseas. I got back home in March, turned it on, and the screen went blank. I had to take it back to BB to have the hard drive reformatted. About the time I got it back, it was time to head out again so we'll see what happens when I get back in June.
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post #14 of 28 Old 04-21-2012, 08:58 AM
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Seriously lets keep this in perspective. All of the generalized statements are laughable at best. Not that I'm discounting true horror stories. But, we are talking about products numbering in the millions. When someone says all of the horror stories what microcosm does that represent??

LG,Sony, even panny have their share of horror stories, hell even the infallible apple products have horror stories. Just do a google search, if your look hard enough you'll find something wrong with all brands.

But to make a blanket statement as if it's gospel?

If you want to switch brands for whatever reason fine that's your prerogative as a consumer, but dont make it seem as though the grass is automatically going to be greener.

I own a range of tvs from sharp to Samsung and Sony an knock on wood have yet to experience the issues wrote about over and over again by the same users.

The ONLY reason, at this point that I might switch to panny from my e8000 is because of a possible price difference where I can use the saved money in other parts of my man cave. For me PQ is superb and I'm am somewhat curious what this plug and play upgrades may be.
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post #15 of 28 Old 04-21-2012, 09:03 AM
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Quote:
Originally Posted by dzt41j View Post

I agree with the customer service people, but the real fault lies in why didn't Samsung have all the info ready for the web developers?
I don't want to rely on info written by others,i.e. I read once the d6500 tv's dropped the black filters - still don't know if it's true or not.
I'm just worried if I get a Samsung that I would have to deal with these morons!

I hope some Samsung rep check the forum and can ask, why are we still advertising 2011 TV's???

I work in a similar industry and it so happens that everyone and their mother is focused on getting the supply chain working, selling, and bringing the dealers up to speed. Our own web site and the specs, parts list are never the focus. Sad but true.
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post #16 of 28 Old 04-21-2012, 03:09 PM - Thread Starter
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Quote:
Originally Posted by Dstew419 View Post

Seriously lets keep this in perspective. All of the generalized statements are laughable at best. Not that I'm discounting true horror stories. But, we are talking about products numbering in the millions. When someone says all of the horror stories what microcosm does that represent??

LG,Sony, even panny have their share of horror stories, hell even the infallible apple products have horror stories. Just do a google search, if your look hard enough you'll find something wrong with all brands.

But to make a blanket statement as if it's gospel?

If you want to switch brands for whatever reason fine that's your prerogative as a consumer, but dont make it seem as though the grass is automatically going to be greener.

I own a range of tvs from sharp to Samsung and Sony an knock on wood have yet to experience the issues wrote about over and over again by the same users.

The ONLY reason, at this point that I might switch to panny from my e8000 is because of a possible price difference where I can use the saved money in other parts of my man cave. For me PQ is superb and I'm am somewhat curious what this plug and play upgrades may be.


I don't think there is any excuse to take 4 months to update your web page with specs for the 2012 models. Why should I have to rely on internet gospel for the specs for their newest products? Why should I have to call their customer support people and be told something totally asinine that they don't offer any black filters at all?
Sorry, but customer support is their 'face to the customer', and if it sucks that bad why would you trust them at all?
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post #17 of 28 Old 04-21-2012, 10:23 PM
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Originally Posted by dzt41j View Post

IO don't think there is any excuse to take 4 months to update your web page with specs for the 2012 models. Why should IL have to rely on internet gospel for the specs for their newest products? Why should I have to call their customer support people and be told something totally asinine that they don't offer any black filters at all?
Sorry, but customer support is their 'face to the customer', and if it sucks that bad why would you trust them at all?

Obviously you have your mind made up. Well as a consumer in a free market there are plenty of other options...
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post #18 of 28 Old 04-22-2012, 01:12 AM
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Quote:
Originally Posted by Dstew419 View Post

Seriously lets keep this in perspective. All of the generalized statements are laughable at best. Not that I'm discounting true horror stories. But, we are talking about products numbering in the millions. When someone says all of the horror stories what microcosm does that represent??

LG,Sony, even panny have their share of horror stories, hell even the infallible apple products have horror stories. Just do a google search, if your look hard enough you'll find something wrong with all brands.

But to make a blanket statement as if it's gospel?

If you want to switch brands for whatever reason fine that's your prerogative as a consumer, but dont make it seem as though the grass is automatically going to be greener.

I own a range of tvs from sharp to Samsung and Sony an knock on wood have yet to experience the issues wrote about over and over again by the same users.

The ONLY reason, at this point that I might switch to panny from my e8000 is because of a possible price difference where I can use the saved money in other parts of my man cave. For me PQ is superb and I'm am somewhat curious what this plug and play upgrades may be.

Point well taken. However, any company, epsecially those that sell products in the millions, can tolerate a few unhappy customers - with the understanding that they just can't satisfy everyone. But here you have a situation where the genarl bulk of horror stories is mounting up beyond the norm and its momentum is becoming noticeable. Most companies dread letting things get to this point because the impression it creates is so difficult to turn around. And while you might be convinced that some of these complaints are a product of some "hyper-piling on" - you also have to admit that where there is smoke, there is generally fire.
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post #19 of 28 Old 04-22-2012, 01:33 AM
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If you look at these products on the Amazon site, you can see they have a lot of info on each one and there is even a comparison chart.
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post #20 of 28 Old 04-22-2012, 05:07 AM
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Originally Posted by javry View Post

Point well taken. However, any company, epsecially those that sell products in the millions, can tolerate a few unhappy customers - with the understanding that they just can't satisfy everyone. But here you have a situation where the genarl bulk of horror stories is mounting up beyond the norm and its momentum is becoming noticeable. Most companies dread letting things get to this point because the impression it creates is so difficult to turn around. And while you might be convinced that some of these complaints are a product of some "hyper-piling on" - you also have to admit that where there is smoke, there is generally fire.

Ok. Just for giggles can you give me a quantitative # of defects vs non for each manufacturer by model? I'll try searching for one, I believe consumer reports had one based on laptops(?).

Right now I only have empirical data to go by, personally I havent bumped into too many people complaining...
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post #21 of 28 Old 04-22-2012, 05:17 AM
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Quote:
Originally Posted by javry View Post


Point well taken. However, any company, epsecially those that sell products in the millions, can tolerate a few unhappy customers - with the understanding that they just can't satisfy everyone. But here you have a situation where the genarl bulk of horror stories is mounting up beyond the norm and its momentum is becoming noticeable. Most companies dread letting things get to this point because the impression it creates is so difficult to turn around. And while you might be convinced that some of these complaints are a product of some "hyper-piling on" - you also have to admit that where there is smoke, there is generally fire.

Perhaps but there's no evidence what you suggest is happening with Samsung. There have been plenty of horror stories about their quality control, crappy customer service and clueless techs for years and yet in that time their Market share has grown and even around here they have gone from being talked about in a distinctly lower tier than Panasonic for bargain shoppers only to generally being compared in the same league as Panasonic.

Randy's original point was correct. If you are going to declare a fire based on smoke, all the major brands right now have 4-alarm events. and keep in mind this forum and it's like is not a microcosm of the market at large. You will find a dramatically elevated level of scrutiny here than a general survey of tv users would generate.

Don't get me wrong. I absolute agree Samsung tech support and customer service and it's website sucks. But they always have, trust me. It's nothing new. And yet their product rep has improved anyway.
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post #22 of 28 Old 04-22-2012, 06:28 AM - Thread Starter
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Originally Posted by Synpax View Post

If you look at these products on the Amazon site, you can see they have a lot of info on each one and there is even a comparison chart.

The thread is kind of going two directions.
- I'm sorry I didn't have to go to Amazon to compare the products, I really figured the Samsung web site and their tech support people would be able to help. I did look at it on Amazon, it is just what I was looking for. Why isn't it on their web site?
- I don't know the facts of how their quality is, my point was their support and sales information sucks, so if I have a problem am I going to have to deal with these morons?
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post #23 of 28 Old 04-22-2012, 06:32 AM - Thread Starter
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Originally Posted by Dstew419 View Post

Obviously you have your mind made up. Well as a consumer in a free market there are plenty of other options...

I hadn't made up my mind though until I started digging for facts from Samsung and found out how inept their customer serive is. Actually over the last 6 months I was leaning towards Samsung, I was trying to decide between the 6500 and 7000. Yes, now I have made up my mind to buy Panasonic.

I keep procrastinating buying because my stupid rp keeps tempting me by 'fluttering' sometimes, but then the picture snaps back! I want it to die but the dang thing won't!
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post #24 of 28 Old 04-22-2012, 06:34 AM
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Samsung has always taken care of any problems I've had

No subwoofer I've heard has been able to produce the bass I've experienced in the Corps!

Must..stop...buying...every bluray release...
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post #25 of 28 Old 04-23-2012, 12:24 PM
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Well I just traded in my D7000 back to Best Buy over the weekend with their buy-back program, and switched to Panasonic, costing me several hundred dollars to make the switch. IMO it was worth it to get away from Samsung's "support". They are truly clueless and I can't say how happy I am at the thought of never dealing with their "support" ever again. I may indeed have issues with the Panasonic, who knows, but what I do know is after the many, many hours I've spent on the phone with Samsung, just to get one lame statement after another from their "tier 2 knowledge base specialists", I had enough to last a lifetime.

When will companies learn that poor customer service = lost sales? I'm proof of that. It wasn't the issues with the tv that caused me to trade it in - it was their inability to fix, or even to understand, what the issues are.

Goodbye Sammy, hello Panny. Next is the blu-ray player.
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post #26 of 28 Old 04-23-2012, 01:34 PM
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Well I just traded in my D7000 back to Best Buy over the weekend with their buy-back program, and switched to Panasonic, costing me several hundred dollars to make the switch. IMO it was worth it to get away from Samsung's "support". They are truly clueless and I can't say how happy I am at the thought of never dealing with their "support" ever again. I may indeed have issues with the Panasonic, who knows, but what I do know is after the many, many hours I've spent on the phone with Samsung, just to get one lame statement after another from their "tier 2 knowledge base specialists", I had enough to last a lifetime.

When will companies learn that poor customer service = lost sales? I'm proof of that. It wasn't the issues with the tv that caused me to trade it in - it was their inability to fix, or even to understand, what the issues are.

Goodbye Sammy, hello Panny. Next is the blu-ray player.

Get the panny 220 blue ray player. Cnet just named it best blue ray player of 2012.
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post #27 of 28 Old 04-25-2012, 10:37 AM
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I know, that's the one I have my eyes on. Gonna be a while though since my funds have dried up with the tv purchase.

I can't play a single blu-ray without my Samsung blu-ray player skipping, and I cleaned the laser lens too. Star Trek the Original Series is close to unwatchable due to this.
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post #28 of 28 Old 04-25-2012, 03:26 PM
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WOW. I have to say I must be one of the lucky ones with support.I have been on the c series smasung forum since buying a c550 for my bedroom in june 2010.I did have a stupid L1 rep answer the phone when I had a panel issue at about 20 months.I didnt think a tv should go bad in less than 2 years and he ageed.Now even almost a year out of warranty Samsung is upgrading me to a new e series,being delivered tomorrow.I hope I am issue free but honestly I have 3 samsungs now,and thank GOD I only had to deal with them once,but the service was great so far.I called about 8 days ago and from 1st call it only took 1 tech to look at it and recommend a replacement and ECR approved it and shipped it all within 5 days.Now I just hope all goes well KW is delivering it & I have zero experience with them.I hope everyone gets service like me,but unfortunately that doesn't seem to be the case.Just wanted to share my recent support experience with Samsung.Now cablevision,that's a nightmare I wish I could forget.
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