An extremely frustrating experience is detailed:
purchased a 64" F8500 late November, found out there's 2 dead pixels and poor uniformity with pink tinting
Store no longer carried this product and obviously won't be restocked, but it's a well-regarded model so I chose the warranty route.
Samsung sent out a tech...the tech said if dead pixels are not in the 1/3 centre of the screen there needs to be 9 dead pixels or more to be eligible for servicing. What a silly policy, case was closed.
I then got a hold of another tech that agreed the poor uniformity is not normal for a plasma display, he sent a service report to Samsung with pictures.
I call couple of times, they claim they never received the pictures. I sent them again to their Executive Customer Relations department. The rep said she'll call me back in 2 days, never did, this went on to happen again from the same rep. I follow up a 3rd time and she tells me nothing can be done because of the dead pixels not meeting policy. She said I could contest the decision because of the poor uniformity.
I was given the ECR Manager's full name and contact. Surprise surprise, no replies.
Called back again, a nicer ECR rep gaurantees his manager always replies back...he even double-checks his inbox to ensure he has received my E-mails. 3 days later and still nada.
So I've made at least 15-20 calls over 2 months and the manager is completely ignoring me. This is not how I expect to be treated for defective brand new product and not just any product but their near-perfect reviewed flagship in the biggest size produced to date. The funny thing is every rep says different things, one says "ECR is the highest escalation, we don't have a manager" while another says "our manager does not speak to customers directly, only via E-mails" or " my manager will call you back, I promise". I have also had two reps that practically hung up on me after I've corrected their lies; puts me on hold and never comes back after 15-20 minutes. Seriously the professionalism is real!
Now as you can see I consider myself to be a persistent individual but never have I been fully stonewalled by an outsourced customer support team filled with liars of a large corporation. I'd like to know how I can proceed to get a satisfactory resolution. Does anyone have a contact for a higher up in Samsung Canada? Make a huge detailed post on their Facebook/Twitter and get some negative PR
for them to respond? Resend the manager quoting the warranty and threaten legal action? Would BBB do anything in warranty claims? I have the manager's full name and E-mail...thoughts on what I can do with this?
I just want to enjoy my TV in its defective free form...thanks in advance.