Originally Posted by ERDR
To follow up on my Samsung saga: I have been in contact with Samsung customer service no less than 4 times. The first time they were short and basically told be that they would email me a list of procedures to go through prior to any intervention on their part. I received the email and did a screen reset, then factory reset, as well as change multiple other setting to no avail.
Second call: They had me do the same procedures as the email directed me to do. They insisted I do them again, despite me telling them multiple times that I just went through all of that. I reset all the settings again to no avail......again. Then they said that they couldn't help me unless they had pictures. They gave me an email address and I sent the pictures immediately while I was on the phone. That guy said that he could no longer help and the pictures needed to be evaluated by someone else.
I get a message several days later with a message saying that they received the pictures and reviewed them and to call them back.
Third call: I talked to a rep who had no idea regarding the pictures and tried to get me to go through the same reset procedures again. I told her that I'd already gone through the procedures multiple times without any success. She insisted that I do the whole thing again, so I did, to no avail....again. After that she asked me a litany of other questions mostly pertaining to how I could have possibly damaged the tv. At the end of this call they settled on sending me a new one connect box.
Once the once connect box arrived I hooked it up and re-paired the remote. No difference. Still same poor quality picture.
Fourth call: I speak to another rep who seems oblivious to the previous calls, pictures sent, one connect box exchange, and the many reset procedures. First thing she wants me to do is, you guessed it, the reset procedures. I emphatically refuse at this point. I explain the entire situation. She eventually agrees to have a technician come out and evaluate the tv.
The tech calls and says that he can come the same day. He comes out and evaluates the TV and sees the problem and acknowledges the issue. He calls someone on a video call who looks at the tv, through a phone video camera, and says that he doesn't see anything out of spec. He then says that if the tech replaces the panel and they determine that its not out of spec, the repair company will be charged for the panel. He then clearly states while on the phone that there would have to be light bleeding more than two inches from the edge of the screen and you wold see a little ball of light for it to out of spec (which is exactly what the problem is). The light bleed is WAAAAAY more than two inches from the edge. The tech who has seen the issue in person, knows and acknowledged to me before the call that the light bleed issue if for more than 2 inches from the edge, says "thats what I was afraid of" and hangs up.
I questioned the tech regarding why he didn't share that the problem was clear in person and he said that he didn't know for sure that if they replaced the panel that they would be reimbursed. He then started talking about how hard it is to make the screen line up just right and how sometimes just the jarring around during shipping can cause these issues. I understood but explained to him that that isn't good enough for me. I understand that there are potentials for error with shipping, engineering, manufacturing, but at the end of the day I want the product that I paid for. I'm not going to accept a TV that I can't watch movies on. He took some other pictures, which showed the issue clearly, and is going to show them to his regional rep and get back to me. I understand where the tech is coming from as he doesn't want to be responsible for paying for a panel if the deem that it is not out of spec when it is returned to Samsung. Very frustrating.
I'm very disappointed with Samsung at this point. Any other suggestions as far as where to go from here if they don't agree to fix/replace the tv? Anyone else had similar experience?