The Samsung experience
Hello all I wanted to share my delightful turned terrible experience with Samsung Support.
I have a JS8500 that I purchased some time ago that began to have large white lines on both the left and right side of the TV. I decided to call a local repair shop as it was no longer under warranty. The shop proceeded to tell me that what I was seeing was a known issue with that model and that they wont touch them as its one of the layers melting and peeling away. He mentioned that Samsung was replacing those models a few years back but he wasn't sure if they still would but it was worth a shot. So I decided to call Samsung....
I called Samsung and got the call center in India and described the issue. He had me take a picture of the issue and send it too him to which I obliged. As soon as the rep saw the photo he asked me if the sides were hot to which I replied very hot. He said turn off the TV right away and do not turn it back on as it was a fire hazard. He went on to say this was a known issue and that they would replace it with a 2019 model (RU8000) free of charge. He input the ticker and gave me the tracker site and I was blown away, what great customer service. I told everyone I knew about it.
I get an email from Samsung asking me to verify that no one in the house has Covid-19 to which I confirmed and was told a shipping company would be calling me to schedule the delivery, I was super excited! I didn't hear anything for a week so I checked my ticket and to my surprise it was closed.... I call Samsung and they assure me my TV is on the way and not to worry. I call the next day and get the same story. Some time goes by and I call again and they transfer me to a US call center where I get the truth.
She starts with " I don't know why they told you that we don't have that model in our warehouse. She says she can only give me a $350.00 refund or send me a 2017 model MU8000. I have no TV in my living room at this point so I said fine I just need a TV. I still haven't heard anything as of today June 29th and the ticket is still open but I imagine it's a matter of time before they cancel it.
What would you do?