AVS › AVS Forum › Display Devices › Rear Projection Units › Samsung Warranty Service Problems
New Posts  All Forums:Forum Nav:

Samsung Warranty Service Problems - Page 5

post #121 of 181
4/15/07 at 12:00pm
Oh yea and dude i am so sorry to hear that.


It's also scary to hear they don't pay much any more to TV repair guys. I wanted to work in the Video and audio industry but 12/hr sux. I wonder if I could find something better with and Electronic Engineering degree?
Reply
Reply

AVS Top Picks

post #122 of 181
4/15/07 at 3:02pm
Quote:
Originally Posted by BrutalBodyShots View Post

More broken promises from Samsung ... This whole ordeal is just getting out of hand.

Brutal: I posted my "tale-o-woe" in the Samsung HLS-5679W LED DLP Owners Thread. I cite to the latest status of my claim below in this thread, for the record. I hope your ordeal finally comes to a satisfactory resolution.

Quote:
Originally Posted by Avio View Post

Samsung Service changed their mind, reversed their decision to replace my set with a new model HLT5689S, and required that my HLS5679W be repaired under warranty. See THIS POST for details.

Avio
Reply
Reply
post #123 of 181
4/15/07 at 5:13pm
Thread Starter 
Avio, that's terrible that they went back on their word, but it really doesn't surprise me. How long have you had problems with your set and how many times have they attempted to fix it? How responsive is your service center?
Reply
Reply
post #124 of 181
4/15/07 at 6:54pm
Quote:
Originally Posted by BrutalBodyShots View Post

How long have you had problems with your set?

My set was delivered on 2/2/2007. The problems started in the last week of February 2007. Please see my log of the problems:

** First Post

** Second Post

** Third Post

Quote:
Originally Posted by BrutalBodyShots View Post

... how many times have they attempted to fix it?

Two times. First, by my phone call and email to the local service center, and their report to Samsung. Second, by home service visit and phone consult to Samsung Tech, and the local's report to Samsung.

Quote:
Originally Posted by BrutalBodyShots View Post

How responsive is your service center?

Samsung Service only seems to respond when I call them repeatedly. My local Authorized Service Center responds "fair" (they do not call me back nearly as fast as they promise; frequently, I have had to call them for a status report).

Avio
Reply
Reply
post #125 of 181
4/16/07 at 4:21pm
Thread Starter 
Does anyone have any contact information (names, addresses, emails) to anyone up the ladder at Samsung that I could possibly voice my issues to?

I've been dealing with Customer Service and Executives for nearly 4 months and feel like I've gotten no where.

I was just on hold for 12 minutes with Customer Service and again was hung up on. After calling back I waited 10 minutes and never got through and just hung up.

When I just spoke to someone I asked where the hell my TV is and told them that there STILL isn't any tracking info available. They told me that I need to call the shipper (mynvc.com) and when I call them they tell me that they have not yet received an order from Samsung. This BS just goes back and forth. Samsung did just admit to me that they already charged my credit card for the $400 upgrade, but they can't even tell me where the TV is? Just when I think things can't get any worse they always manage to.

Anyway I'd really love to give someone that actually holds a decent position at Samsung a piece of my mind via email or letter. Contact info anyone???
Reply
Reply
post #126 of 181
4/17/07 at 4:37pm
Thread Starter 
38 minutes on the phone with Samsung today (5 times being put on hold while various people "checked" on the status of my situation) and I've made little progress.

So they tell me today that the LED set that I paid a $400 upgrade for should be here by early May. Mind you the out of stock BULB set was supposed to arrive in early May, and since it was out of stock they offered me the $400 upgrade to the LED set in order to receive it quickly so I wouldn't be without a TV for a significantly longer period of time.

Basically they charged me a $400 upgrade whos purpose was to get me a TV faster and the thing likely won't get here any quicker than the out of stock bulb set.

I don't even know if I should cancel the upgrade at this point as both sets would likely arrive around the same time. The original reason I went with it wasn't to "upgrade" it was simply to not have to wait 6 weeks to receive a damn exchange.

So 3/27 the exchange gets approved and I won't see a TV until early May? Can someone explain to me how ANY product that is in stock ANYWHERE in the world could take 6 weeks to get to a customer?

All I was told was that the TV would be coming from Chicago and that within 48 hours I should see tracking information up. We'll see if on Thursday there is any tracking information. I will be completely SHOCKED if there actually is.
Reply
Reply
post #127 of 181
4/17/07 at 6:15pm
Quote:
Originally Posted by BrutalBodyShots View Post

... I've been dealing with Customer Service and Executives for nearly 4 months and feel like I've gotten no where ... I was just on hold for 12 minutes with Customer Service and again was hung up on. After calling back I waited 10 minutes and never got through and just hung up ... 38 minutes on the phone with Samsung today (5 times being put on hold while various people "checked" on the status of my situation) and I've made little progress ...

Brutal: Check out the latest developments in my warranty claim:

Intermittent Start-up Problems... [CONTINUED from Posts #1498-#1579, pages 50-54]

Once again, I hope your horrid ordeal finally comes to a satisfactory resolution. Sorry to hear of your continued problems and resulting frustrations.

Avio
Reply
Reply
post #128 of 181
4/17/07 at 8:06pm
Thread Starter 
Avio,

Glad to hear they decided to replace your TV again! Good news. If you could, please let me know when NVCdirect gives you tracking information. I'm curious how long that will take from the time the order was placed (today I believe).

So you've had problems with being disconnected as well? I swear in 1 out of 3 or 4 calls to Samsung I get disconnected. How difficult is it to hit the hold button?
Reply
Reply
post #129 of 181
4/18/07 at 8:45am
Quote:
Originally Posted by Jay J View Post

Not to mention all the folks on this forum who have read your horror story, that will likely steer clear of Samsung in addtion to your own circle of friends!

It sure convinces me to avoid Samsung. I had issues with a Sony KDS60-A2000. It was functional, but suffered from some green and pinkish tints on grey screen, and purplish blacks. The service center took 6 weeks to finally arrive with a part, which was no big deal since the set was working. The technician was clueless about how to take this model apart, and had no service manual. After 2.5 hours we turned it on, and it was 3 times worse than before. He agreed it looked worse than before. I called the repair company on Monday, and told them I wanted them to tell Sony to replace my set. Much to my surprise he called me back 2 days later, and said Sony agreed to replace my set!
Of course when I called Sony they first offered a refurbished set which I refused. They quickly caved in, and agreed to replace my set with a brand new A-2020 model. So I have to say all in all Sony treated me pretty well. At least I didn't have to go through a major battle to get a new set.
Reply
Reply
post #130 of 181
4/18/07 at 11:45am
hey brutal...

i really feel your pain!!!!

take this link: http://www.samsungamerica.com/Graphics/contactus.asp

You will find all the contact information for samsung america. If i was you I would write and email explaining the problem with your tv and I will send it to every email address on the list (I work for a Big Bank and trut me when some body send an email like that sooner or later reach a higher level)...

Send the email one by one so their firewall won't stop your email (anti-spam). I will keep reseching contac info for u...

Cama
Reply
Reply
post #131 of 181
4/18/07 at 11:48am
Brutal

Try to send regular mail: http://www.samsungamerica.com/Graphics/profile.asp
Reply
Reply
post #132 of 181
4/18/07 at 4:19pm
Thread Starter 
Thanks for the tip man, I will go ahead and send those emails! It certainly can't hurt...
Reply
Reply
post #133 of 181
4/20/07 at 11:31am
Here's what I sent in via their "contact us" link on their site:

"After much research and planning I decided to invest into your company and purchase the HL-S5687W television just over 2 months ago. My family has been very pleased with the quality of the television until on April 7th we heard a pop and the set would only display a bright green color on every input. I called and spoke with Todd on April 9th (the very next business day). Todd was very pleasant and assured me my problem would be taken care of. He said that a service technician would be sent to my house to repair the TV. The next day I spoke with Steve. He said we were 50.5 miles away from the closest service center. He said he would send a fax and see if they would authorize it since they can only authorize 50 miles. I the called Brad's Electronics the same day and they said they would have to get a special authorization to repair the television and that they wouldn't be able to send anyone out until the first part of May. I called your company back, spoke to Jennifer, then was escalated to Norma in executive customer care. I explained the situation and advised her that it was unacceptable to wait for a month to have a $2500 television that was purchased less than 2 months ago to get serviced. She forwarded my request to the regional service technician and said either he will call me with a closer service center to get repaired quicker or send an authorization to Best Buy for me to return the TV and get a new one.

I didn't hear back from anyone so I called back on April 13th. I spoke with Kent in Executive Customer Relations. I asked for a special authorization to go back to Best Buy. He told me I had to wait 10 days for them to try to get a special authorization for a regional service center to send someone out. I tried to find out how long I was expected to wait for my TV to be repaired. He really tried to avoid answering that question at all cost. We argued for a while. I asked to speak with a supervisor hoping to get some clarification. He advised me he can't transfer me to a supervisor, that he would need to write a request for them to call back. Ok, I asked when can I expect that call. He couldn't tell me. I asked if I was expect to wait a few hours, a few days, a week? I asked if it would be before the TV is repaired? He told me it would possibly be on Monday. At this point I was pretty upset so I call back in and spoke with Grace. She was very nice and was able to tell me they will have the TV fixed or replaced within 21 business days which would put me at May 7th (one month from when it broke) I asked her if there is any type of compensation I can expect for my problems. She said no.

Today (April 20th) I called because I still haven't heard from anyone (supervisor or service center). I was told the request for the regional technical person was put in on April 16th and that I would have to give them until May 1st to try to get special authorization for the repair. If they haven't found anyone by May 1st I can have the television replaced by Samsung, which would take 2 weeks to ship or an authorization can be sent to Best Buy to return this TV, which will take 7-10 business days. Either way I will be without my brand new TV for MORE THAN A MONTH and I've owned it less that 2 months.

I am in awe of this process. I have never spent this much on a product and been this dissatisfied. I can't believe this is the type of service you provide to your customers. I'm not sure if this will get to anyone who will actually read this, just like I'm not sure if I'll ever get that supervisor call back, but I am sure that I will copy and paste this text on every consumer review site and video review site that I can find.

I don't feel as though I've made any unreasonable demands. I simply want my $2500 television repaired or replaced in a timely manner and I feel more than a month is certainly not close to a timely manner."


Here's how they replied:

"Thank you for contacting customer care.

You have contacted the same support that you have spoken to over the phone. The options that were explained to you are the only options we have available at this time. We are sorry for any inconvenience you have experienced with your product.


If you have anymore questions or concerns please feel free to contact us at 1-800-samsung."

Next stop BBB and Attorney General. I don't want to go through Brutal's ordeal...that is unbelievable.
Reply
Reply
post #134 of 181
4/20/07 at 11:46am
I am in the same position. Lived 75 miles from service center and had to wait three weeks to tell me they couldnt find anyone to fix it. Now they dont have anymore 6187w tvs in stock so I am getting a new 6176S model. Dont have them in stock so having to wait until probally mid may to get one. All for a tv that was 3 months old when it broke. So they wait time will be almost three months to get to watch tv on something I just paid 2500 dollars for. I will never buy Samsung again!
Reply
Reply
post #135 of 181
4/20/07 at 12:06pm
Quote:
Originally Posted by themantis View Post

Here's what I sent in via their "contact us" link on their site:

"After much research and planning I decided to invest into your company and purchase the HL-S5687W television just over 2 months ago. My family has been very pleased with the quality of the television until on April 7th we heard a pop and the set would only display a bright green color on every input. I called and spoke with Todd on April 9th (the very next business day). Todd was very pleasant and assured me my problem would be taken care of. He said that a service technician would be sent to my house to repair the TV. The next day I spoke with Steve. He said we were 50.5 miles away from the closest service center. He said he would send a fax and see if they would authorize it since they can only authorize 50 miles. I the called Brad's Electronics the same day and they said they would have to get a special authorization to repair the television and that they wouldn't be able to send anyone out until the first part of May. I called your company back, spoke to Jennifer, then was escalated to Norma in executive customer care. I explained the situation and advised her that it was unacceptable to wait for a month to have a $2500 television that was purchased less than 2 months ago to get serviced. She forwarded my request to the regional service technician and said either he will call me with a closer service center to get repaired quicker or send an authorization to Best Buy for me to return the TV and get a new one.

I didn't hear back from anyone so I called back on April 13th. I spoke with Kent in Executive Customer Relations. I asked for a special authorization to go back to Best Buy. He told me I had to wait 10 days for them to try to get a special authorization for a regional service center to send someone out. I tried to find out how long I was expected to wait for my TV to be repaired. He really tried to avoid answering that question at all cost. We argued for a while. I asked to speak with a supervisor hoping to get some clarification. He advised me he can't transfer me to a supervisor, that he would need to write a request for them to call back. Ok, I asked when can I expect that call. He couldn't tell me. I asked if I was expect to wait a few hours, a few days, a week? I asked if it would be before the TV is repaired? He told me it would possibly be on Monday. At this point I was pretty upset so I call back in and spoke with Grace. She was very nice and was able to tell me they will have the TV fixed or replaced within 21 business days which would put me at May 7th (one month from when it broke) I asked her if there is any type of compensation I can expect for my problems. She said no.

Today (April 20th) I called because I still haven't heard from anyone (supervisor or service center). I was told the request for the regional technical person was put in on April 16th and that I would have to give them until May 1st to try to get special authorization for the repair. If they haven't found anyone by May 1st I can have the television replaced by Samsung, which would take 2 weeks to ship or an authorization can be sent to Best Buy to return this TV, which will take 7-10 business days. Either way I will be without my brand new TV for MORE THAN A MONTH and I've owned it less that 2 months.

I am in awe of this process. I have never spent this much on a product and been this dissatisfied. I can't believe this is the type of service you provide to your customers. I'm not sure if this will get to anyone who will actually read this, just like I'm not sure if I'll ever get that supervisor call back, but I am sure that I will copy and paste this text on every consumer review site and video review site that I can find.

I don't feel as though I've made any unreasonable demands. I simply want my $2500 television repaired or replaced in a timely manner and I feel more than a month is certainly not close to a timely manner."


Here's how they replied:

"Thank you for contacting customer care.

You have contacted the same support that you have spoken to over the phone. The options that were explained to you are the only options we have available at this time. We are sorry for any inconvenience you have experienced with your product.


If you have anymore questions or concerns please feel free to contact us at 1-800-samsung."

Next stop BBB and Attorney General. I don't want to go through Brutal's ordeal...that is unbelievable.

I went through this same garbage but also with Circuit City thrown into the mix with their protection plan and a Samsung 5087 (your TV's little brother) about two months ago. Finally after waiting for more than a month and not having a TV, Circuit City got an authorization from Samsung to have it replaced, BUT...this time Circuit City gave me a store credit and I bought a Panasonic 50" Plasma. BEST thing I have done with my Home Theater. I will NEVER buy another Samsung TV.

Good luck...
Reply
Reply
post #136 of 181
4/20/07 at 3:02pm
Quote:
Originally Posted by BrutalBodyShots View Post

... If you could, please let me know when NVCdirect gives you tracking information. I'm curious how long that will take from the time the order was placed (today I believe) ...

Brutal: No tracking info yet, but one thing that changed on the Repair Status of the my active ticket online at SamsungSupport.com was the following info:

New Replacement Model Information

Product Image:

Model Code: HLT5689SX/XAA

Serial Number: xxxxxxxxxxxxxxx [actual new SN is displayed here]

Purchase Date: 02/02/2007

Service Type: In Home

I was especially pleased to see an actual serial number in the online record. This would seem to indicate that they have a set in stock and earmarked for me.

Avio
Reply
Reply
post #137 of 181
4/21/07 at 8:34pm
Thread Starter 
themantis,

Sorry to hear that you are going through a similar experience to mine. I'll tell you right now the time table of things. They tell you that by May 1st they will have an answer as to whether or not the set will be serviced or replaced. If serviced, the service center will set up an appointment to come out and look at your set which will probably be 2 weeks out. If they arrive and determine what part you need they will order it which will take 2 weeks to arrive. Then they will setup another appointment 1-2 weeks out to install the part - so you are looking at 5-6 weeks total from May 1 to get the TV repaired or mid-June.

If they decide to replace the set, it will take 14-21 business days from the time they approve the exchange. In real time, assuming the set is in stock you are looking at 3-4 weeks so late-May or early-June

Their system is horrible and there is nothing we can do about it except continue to pressure them and spread the word about their poor practices.

I actually got a letter back from the BBB of NJ and they contacted Samsung and basically Samsung replied with "the customer is getting an exchange" so the BBB more or less pushed my case to the side. Little do they know they approved an exchange of a set that is not in stock and it will end up being 6 weeks or more from the time the exchange was approved until I see a TV.
Reply
Reply
post #138 of 181
4/21/07 at 8:46pm
Thread Starter 
Oh I forgot to give you guys an update on my situation. So I was supposed to have tracking info available by Thursday, right? Again I didn't get my hopes up and with good reason as it's now Saturday and the TV has not shipped. When I talked to the latest executive, they told me that the TV will likely ship around the end of next week (say 4/26) and that I will receive it 10-14 business days after that.

My experience was bad enough that it took nearly 3 months of not having a working TV for them to approve an exchange, but look at the facts and time table since the exchange WAS approved:

3/27 exchange is approved, told I will see tracking info in about a week.

4/11 there's no tracking info, I call Customer Care and am told this is because the TV I was approved for wasn't in stock. What if I never called? Time would have gone by where I was anxiously awaiting the arrival of a set that wouldn't even be capable of shipping.

4/11 I'm told that for $400 they'll upgrade me to a brand new LED set that IS in stock that will ship out right away. I am told I will see tracking info within 48 hours.

4/21 marks 10 days that have gone by, STILL no tracking info (48 hours???) TV has not been shipped yet I've been charged $400 to my card. I'm told the TV will ship late next week (guessing 4/26) and I will receive it at best the first or second week in May.

How the hell can it take 15 days for an in stock product to ship from somewhere? I simply cannot fathom this. And if it DOES take this amount of time, don't lie to me and say 48 hours... then 2 days later say 48 hours again and repeat the process 5 times for 2 weeks. And if it does take that long, certainly you'd think SOMEONE could get on the phone and say "hey, this guy has now not only been without a TV for 4 months but has had to pay $400 just to get a replacement set of equal value... let's expedite this process and make it a priority" or something along those lines.

After arguing for 25 minutes with the executive all they said they would do is extend my new warranty an additional 6 months (to 1.5 years) and I simply laughed at her and said "do you really think after this 4+ month ordeal that I'll want to go through any of this again?" She had not response other than that was all she could do for me.
Reply
Reply
post #139 of 181
4/22/07 at 7:53pm
Thread Starter 
htwaits,

I just verified that I will be receiving the HL-T5689S to answer your question from a week or two ago.

I finally see tracking information today... well not that it has shipped but that it has at least been entered into the system.
Reply
Reply
post #140 of 181
4/22/07 at 9:32pm
Where are you finding your tracking information Brutal? They gave me a transaction number and told me to go to mynvc.com and track it. Is that where you went and put the transaction number in?
Reply
Reply
post #141 of 181
4/22/07 at 9:36pm
Quote:
Originally Posted by BrutalBodyShots View Post

I just verified that I will be receiving the HL-T5689S to answer your question from a week or two ago.

Magnolia Audio-Video got their first HL-Txx89 today. You are not that far behind.

The HL-S5689 "should" be a fine set. I hope you have a good experience with it.
Reply
Reply
post #142 of 181
4/22/07 at 10:32pm
after reading this whole thread , i feel deeply sorry for all samsung owners.

I will never buy a samsung tv set after reading this.

I just got a vizio plasma 50" hopefully i never have a issue and it comes with costcos 2nd year warranty . Either way i dont think it will be painfull since vizios corp warehouse is 1 hour away.

again i feel sooooo sorry about your ordeal.

Samsung is building a bad reputation just like LG did with their lacking service.

good luck
Reply
Reply
post #143 of 181
4/23/07 at 10:29am
Yes, sorry to hear about the bad experiences.

I had a bad service experience that matches if not rivals BrutalBodyShots' with JVC. Granted this was just a DVD player so not as big a deal. But this was my second bad experience with JVC and why I will never buy another JVC product again.

Service is also the reason I'm a Fujifilm camera buyer for life until they give me a reason not to be. I had a GREAT experience with them.

In the US, your vote might not change much, but you dollar does. The almighty dollar is what speaks. Don't spend your money on companies with crappy service if you can find another company's product that is similar. They'll get the message as their sales drop (if enough people ever start spending smartly. I know, its a pipedream). Same for other criteria like human rights and environmental records. Spend responsibly!
Reply
Reply
post #144 of 181
4/23/07 at 2:31pm
Quote:
Originally Posted by BrutalBodyShots on 4/17/07 View Post

Avio,

Glad to hear they decided to replace your TV again! Good news. If you could, please let me know when NVCdirect gives you tracking information. I'm curious how long that will take from the time the order was placed (today I believe).

Brutal: NVCdirect or Samsung never gave me any tracking info, but today I received something much better; My home-town division of NVC phoned me around noon and told me my replacement set was in town. We arranged for delivery Wednesday afternoon. This was much faster than the "14 to 21 business days" that Samsung had said. Needless to say I'm pleased that things are moving so fast at the end.

Now Brutal, its your turn. I am really hoping NVC and Samsung will come through quickly for you too. Good luck.

Avio
Reply
Reply
post #145 of 181
4/23/07 at 2:43pm
Ok...after my after my 7th call I was able to get a "guaranteed" date from two different executive customer relation people where my set will either be replaced or a repair center found that will repair it in less than 2 weeks.

After all Brutal's problems I am all but forcing dates from these people. May 1st is the day the claim if they haven't found a repair center they will authorize a refund to Best Buy within 5-7 days. You can sure as heck bet I won't be replacing it with another Samsung product. Any suggestions on a comparable 1080p set?
Reply
Reply
post #146 of 181
4/23/07 at 3:08pm
Quote:
Originally Posted by BrutalBodyShots View Post

4/11 I'm told that for $400 they'll upgrade me to a brand new LED set that IS in stock that will ship out right away. I am told I will see tracking info within 48 hours.

Man all this crap from Samsung ECR seems like proper extortion. I've had the same experience thus far as well. See

http://www.avsforum.com/avs-vb/showthread.php?t=836179

All this started for me with problems on two HL-S5688W's, they first said they'd send a HL-T5676S which I was fine with. Two weeks ago when I called for an update they said by the 26th for shipment. When I called last week they said the unit wasn't in stock and was on backorder.

She came back and said $200 upgrade for the HL-T5687S, I said that that didn't have some of the features my existing set had. So she said well $400 upgrade fee for the HL-T5689S. Sure fine, a good TV, but that's what I should've had out of my original 88W, so no I'm not going to pay for an "upgrade" to fix my crappy TV that's still under warranty. I asked about an LCD (which they previously said was impossible to provide) this time she offered an older model 46". No thanks I'm not downgrading.

I asked, well, seeing as how you guys don't really have anything to offer me, how about giving me my $3200 back and just taking the TV back. She said they wouldn't do this because there was an equal model. This didn't occur to me then but did after hanging up... Exactly how can they justify not providing a refund when in fact they DO NOT have an equal model to provide for free at this point. If they did I'd be watching a 76S right now.

Anyway after waiting on hold for her to check on the LCD and 89S she came back and said they'd offer the 89S for $200 instead.

Great, I'm being extorted for just a bit less now.

So after hearing that I'd be screwed for another $200 I told her to go ahead with order. When I got a call back later I was told buy another ECR guy that they'd actually be willing to do a Return Authorization with Magnolia, an option they previously didn't provide. So I asked about that.

In the end I called Magnolia, talked to my sales guy, they said they'd give me the 89S for free since even with tax it's nearly $200 less than what the 88W originally cost me. So now I just have to wait a week and decide whether I want to pay Magnolia $80 for the exchange or to borrow a friends truck and do the delivery myself.

All in all I'm to the point of never recommending or buying a Samsung product again (note I just bought a LN-T3253H despite the DLP and service problems). I can't believe they'd extort a customer for more cash for an upgrade to an existing unit that has problems. And I think it's wrong they'd not offer all options up front including a return authorization with the resaler.

Oh and for my full history see here.
Reply
Reply
post #147 of 181
4/23/07 at 4:54pm
Thread Starter 
Quote:
Originally Posted by dsims View Post

Where are you finding your tracking information Brutal? They gave me a transaction number and told me to go to mynvc.com and track it. Is that where you went and put the transaction number in?

Yes, you just go to mynvc.com and click track a shipment and put in your transaction number and zip code.

corego,

I agree with 100% of your post. It is completely out of line for Samsung to make us pay more money to get a set of equal value. I really wish there was something we could do about this. It looks like you'll make out ok in a week or so which is good news on your end after all the hastle, ph*******s and headaches. I'm going to be out $400 without question it seems. The Better Business Bureau in NJ contacted me today asking if my situation was resolved yet and I informed them of the $400 credit card charge without a product even being shipped. We'll see if they put any more pressure on Samsung.
Reply
Reply
post #148 of 181
4/23/07 at 5:27pm
Quote:
Originally Posted by corego View Post

Anyway after waiting on hold for her to check on the LCD and 89S she came back and said they'd offer the 89S for $200 instead.

I understand why you didn't want to pay extra, and I agree with you. For what it's worth, Samsung charges their employees about $180 for the difference between the "87" and the "89" models. The employee price is less than dealer cost. At least that was true in 2004.

Are you dealing with Magnolia Audio-Video or a Magnolia department in a BB store?
Reply
Reply
post #149 of 181
4/23/07 at 5:40pm
Quote:
Originally Posted by htwaits View Post

I understand why you didn't want to pay extra, and I agree with you. For what it's worth, Samsung charges their employees about $180 for the difference between the "87" and the "89" models. The employee price is less than dealer cost. At least that was true in 2004.

Are you dealing with Magnolia Audio-Video or a Magnolia department in a BB store?

Magnolia AV in Bellevue, WA. They seem to be reasonable and I called the guy I bought the TV from when dealing with all this so I think the need to keep me as a happy customer will help both of us out.

Bottom line for me in all this.
1. Samsung should've been honest about the Return Authorization option from the start. And made that an option from day one. Not to mention the crap about not doing LED or LCD models.

2. Samsung should've not given me the run around and had me wait 2 months to receive a 76S when they really didn't have a clue when it'd be available.

3. Samsung shouldn't have even offered to charge me an upgrade fee for the 87 or 89S and just said "sorry the 76S isn't available after 2 months, you can either wait another couple of weeks or we'll send you a 89S free of charge since it's our problem".

While I understand and half-way agree with not providing refunds (especially when they do have Return Authorizations). I don't agree with the logic that they wouldn't give me one because an equal model exists when clearly after two and a half months the 76S hasn't been provided and probably wouldn't be even if I waited another whole month.

Had I not called and followed up multiple times it'd probably be mid-May before I even got a call back from ECR (if at all) stating they'd have to go with another option.
Reply
Reply
post #150 of 181
4/23/07 at 5:58pm
Quote:
Originally Posted by corego View Post

Magnolia AV in Bellevue, WA. They seem to be reasonable and I called the guy I bought the TV from when dealing with all this so I think the need to keep me as a happy customer will help both of us out.

I know the manager of the Bellevue Store. I bought my Samsung from him in the Santa Clara CA store in 2004.

If you had involved him from day one I think your experience would have been very different.

The next time you are in the store tell Will Sheen "Hi!" from Les in Palo Alto.
Reply
Reply
New Posts  All Forums:Forum Nav:
  Return Home
  Back to Forum: Rear Projection Units

AVS Top Picks

AVS › AVS Forum › Display Devices › Rear Projection Units › Samsung Warranty Service Problems