Has anyone had their Samsung DLP repaired under warranty and had any issues getting service? I'm having a horrible experience as far as getting my TV fixed. Today has been 3 weeks since I first made the call to Samsung that my color wheel failed after only 3 months of use and it doesn't look like it will be fixed for AT LEAST another 3 weeks. Here's what has happened so far:
I first called Samsung to let them know the color wheel failed. They said they would fax my information to their local service center (I'm located between NYC and Albany NY) in my area which is some guy named Jim at McVay Electronics I believe. They told me that Jim would contact me within 24-48 hours to set up an appointment. 48+ hours passed, so I called him. No answer, left a message. After 3 days of no returned phone call I left another message. Finally he calls back, says he will order the color wheel which IS in stock. A week goes by and I hear nothing from him, so I call and again leave a message (why he never answers is beyond me). I call again a few days later and he actually answers this time and very abruptly tells me "I TOLD YOU I'D CALL YOU WHEN THE PART COMES IN, IT'S NOT IN YET."
Irritated as it has now been 2 weeks I call Samsung. Samsung puts me on hold and calls Jim. Jim tells Samsung that he has the part (which he told me he didn't) and will call me later that day to set up a time to install it. The day ends (last Thursday) and no call. No call on Friday either. I call and leave Jim a message Saturday and again call Samsung. I tell them that this guy is horrible in terms of customer service and communication and that I've left him a half dozen un-returned messages. They put me on hold, call Jim and amazingly get through to him. Jim claims that I have NEVER left him a message, and that he's been waiting on me to call and set up an appointment! BS. I told Samsung that at this point he's a liar and that I wouldn't even trust the integrity of his work if he DID come, and that I want another service center to do the work.
After checking in their system Samsung tells me that he is the only guy in my area that can do the job. I told them they would have to go outside the area then, and they told me that is a lengthy process. I said I didn't care as I clearly wasn't getting anywhere with this guy Jim. They said to call them back in 24-48 hours if Jim hadn't set up an appointment with me by then.
So Jim calls me at work Tuesday evening around 5:00PM and says "I got your color wheel and can put it in for you tomorrow at 1:00PM." Like most people I work during normal business hours so I asked him if he could come later in the afternoon and he says "No, it has to be around 1:00PM or I can't do it." I told him that any time on Thursday would work for me, but not Wednesday on short (20 hours?) notice. He said "I'll call you if I can do it some other time." Today is Thursday and of course no call from Jim.
I just got off the phone with Samsung again, who again put me on hold and called Jim and this time Jim says that he thinks he needs ANOTHER part before he can set up an appointment with me. I'm totally getting the run around. Samsung put through a message to the next closest service center (35 miles away) and say that it will take from 7-14 days for them to contact me to set up an appointment because they are outside Samsung's 25 mile radius from my house. So basically I've got 1-2 weeks before I even speak to a person, then they will have to order the color wheel and then I'll have to wait until they can fit me in to install it.
Needless to say I apologize for the above rant and am just curious if anyone on here that has had to obtain Samsung warranty service has had a similar experience. Can anyone offer me any advice to expedite the process? Is there any way to contact someone at Samsung (via phone or email) that is higher up the ladder than basic customer service? Thank you very much.
I first called Samsung to let them know the color wheel failed. They said they would fax my information to their local service center (I'm located between NYC and Albany NY) in my area which is some guy named Jim at McVay Electronics I believe. They told me that Jim would contact me within 24-48 hours to set up an appointment. 48+ hours passed, so I called him. No answer, left a message. After 3 days of no returned phone call I left another message. Finally he calls back, says he will order the color wheel which IS in stock. A week goes by and I hear nothing from him, so I call and again leave a message (why he never answers is beyond me). I call again a few days later and he actually answers this time and very abruptly tells me "I TOLD YOU I'D CALL YOU WHEN THE PART COMES IN, IT'S NOT IN YET."
Irritated as it has now been 2 weeks I call Samsung. Samsung puts me on hold and calls Jim. Jim tells Samsung that he has the part (which he told me he didn't) and will call me later that day to set up a time to install it. The day ends (last Thursday) and no call. No call on Friday either. I call and leave Jim a message Saturday and again call Samsung. I tell them that this guy is horrible in terms of customer service and communication and that I've left him a half dozen un-returned messages. They put me on hold, call Jim and amazingly get through to him. Jim claims that I have NEVER left him a message, and that he's been waiting on me to call and set up an appointment! BS. I told Samsung that at this point he's a liar and that I wouldn't even trust the integrity of his work if he DID come, and that I want another service center to do the work.
After checking in their system Samsung tells me that he is the only guy in my area that can do the job. I told them they would have to go outside the area then, and they told me that is a lengthy process. I said I didn't care as I clearly wasn't getting anywhere with this guy Jim. They said to call them back in 24-48 hours if Jim hadn't set up an appointment with me by then.
So Jim calls me at work Tuesday evening around 5:00PM and says "I got your color wheel and can put it in for you tomorrow at 1:00PM." Like most people I work during normal business hours so I asked him if he could come later in the afternoon and he says "No, it has to be around 1:00PM or I can't do it." I told him that any time on Thursday would work for me, but not Wednesday on short (20 hours?) notice. He said "I'll call you if I can do it some other time." Today is Thursday and of course no call from Jim.
I just got off the phone with Samsung again, who again put me on hold and called Jim and this time Jim says that he thinks he needs ANOTHER part before he can set up an appointment with me. I'm totally getting the run around. Samsung put through a message to the next closest service center (35 miles away) and say that it will take from 7-14 days for them to contact me to set up an appointment because they are outside Samsung's 25 mile radius from my house. So basically I've got 1-2 weeks before I even speak to a person, then they will have to order the color wheel and then I'll have to wait until they can fit me in to install it.
Needless to say I apologize for the above rant and am just curious if anyone on here that has had to obtain Samsung warranty service has had a similar experience. Can anyone offer me any advice to expedite the process? Is there any way to contact someone at Samsung (via phone or email) that is higher up the ladder than basic customer service? Thank you very much.
