Join Date: Dec 2003
Location: E Brunswick, NJ
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Final update on my broken unit. As I reported here a month or so ago, my 60" broke two months after purchase from Best Buy. Specifically, the unit died, I heard a buzzing sound and smelled burning. I also noticed a hairline crack in the upper right-hand corner. Dealing with Samsung was frustrating, but I finally got a satisfactory result.
After the set broke, I called Samsung immediately, and they set up a service call to my house. The technician came out, took some pictures and left. He came back a few days later and tried to replace the screen. Unfortunately, this did not repair the unit. The tech said that the replacement part was defective. I suspect that there were more problems internal to the set. He put the original screen back in my set, whereupon the small crack became a very large crack.
Here is where the frustration set it. I called Samsung again, and asked for the set to be replaced instead of repaired. I got shuffled around from one CS rep to the next, they allegedly escalated my case, but I couldn't get an answer for a long time. Eventually, Samsung contracted with an independent repair center who picked up my tv and brought it back to their shop. It sat there for about 10 days waiting for Samsung's instructions. I called Samsung repeatedly and was told that they were still evaluating whether to try to repair or replace.
Finally, my wife got ahold a corporate executive from Samsung with whom she was connected on LinkedIn. The executive intervened on our behalf. The final resolution: the independent repair shop returned the tv to my house, I am to bring it back to Best Buy, and Samsung authorized a Best Buy store credit in the amount of the purchase.
So, in the end, I got a satisfactory resolution. Too bad it took over a month to resolve.
Now I am looking for a new tv. I am a little sour on buying another Samsung Any suggestions?