Would you like a TV that is amazing in every aspect except for the display burning out 8 months after you bought it and then Samsung gives you the run around on replacing it for over a month? Well then this is the TV for you! Buckle up; its a wild ride.
I got home from vacation on Dec 14 and turned on my TV only to discover that while it turns on and makes sounds when you use the remote, the display had burned out. Bummer. So I call Costco (where I bought it from) to try to get an exchange but it's been over 90 days since I bought it. They call Samsung (since it's still under their warranty) to figure out what to do and Samsung decides to get a local repair company to fix it. That company calls me the next day to set up a time to fix it and we settle on a couple days later. On that day, they call me to tell me that Samsung has decided to replace the TV instead. Awesome! I call Samsung to inquire about it and they said expect a call in 11-12 days to figure out replacing it. It's right before Christmas so I can understand that. About 10 days later (Jan 2), I'm asleep in the afternoon (because I was working night shift) and Samsung calls me. They leave a message asking me to call their refund and exchange department to discuss giving me a new model (sweet!) instead of the same model I had. I call Samsung the next day and the customer service rep says my case had been canceled because I hadn't answered. Wat. The customer service rep said he would reopen the case and that I should get a call in 24 hours to discuss the details on getting my tv replaced.
48 hours later (now its Saturday) I call Samsung again and they said the case was still canceled (meaning that rep never reopened it) and that I would need to call back on Monday because the refunds and exchange department wasn't at work on the weekend. On Monday I call Samsung again (I am beyond fed up at this point) and they said the refund and exchange department only calls out and they do not accept transfer calls. I ask for the reps supervisor and he tells me the same thing; that they can't transfer me and the department will call me in 2-3 hours. I told him that I was not hanging up until I was connected with someone that could help me. After telling him that several times, he finally transfers me to the department. The lady I spoke to was wonderful and told me that she had set up for a new TV to be transferred from a warehouse in California to my house in Las Vegas and that it would take 11-12 days to get here. I told her that I was hoping to have it sooner than that so she requested that the order be expedited (finally a rep with good customer service).
It has now been 14 days (Jan 21) since that phone call and, other than an email on Jan 8 telling me that my claim was being processed and it might take 2 days for my product to be released to a carrier, I have not heard a peep about my TV since.
So I call Samsung this morning. The first time I called, the rep said the TV was with a 3rd party moving company (KW International) and gave me their number. I call the company and get an automated system that tells me they are trying to reach my extension (even though I didn't type one in). It rings then sends me into a loop with the automated system. I hang up and call back an hour later and get the same thing. I call Samsung back because I'm already fed up at this point and the rep I spoke to calls the company to figure out whats going on. She gets back to me and says KW received the TV on Jan 9. She can't help me anymore on this so I ask to be transferred to her supervisor. She puts me on hold then a minute later the call gets disconnected. I call Samsung back, tell the new rep the same thing I told the last one and she says it's not possible to get in contact with KW even though the previous rep had done so 15 minutes prior. I immediately ask for her supervisor. I get transferred and the lady is super nice but at this point I am appalled at the absolute lack of respect/lack of urgency of both Samsung and KW. She calls KW and they told her that my TV was sent for delivery on the 11th, and put on a truck on the 14th. That is a week ago. I can drive to CA and back in one day no problem, but apparently KW needs over a week to go one way. KW also tells her that I should expect a call on Jan 23 to set up a time to deliver my TV (that is 17 days after my discussion with the Samsung rep who said my TV would be at my house in 11-12 days). I ask to speak with her supervisor but since it's a Holiday, there are no higher supervisors and that I could get a call back in 1-2 days, which is when KW is already supposed to call me (a week later than they should have).
Samsung you ought to be ashamed. Your net worth last year was $295 BILLION and yet you take over a month to replace a TV. You also ought to be ashamed that you contract with a company that can't move a TV one state over in less than a week and a half.
6 years ago
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