Recent Chat With Samsung Tech Support

Discussion in 'Displays' started by Todd Erwin, Sep 28, 2013.

  1. Todd Erwin

    Todd Erwin Cinematographer
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    Here's an excerpt from a chat I recently had with Samsung Tech Support regarding an issue I was having with my new UN60F7100:
    :blink:
     
  2. schan1269

    schan1269 HTF Expert
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    Wonder if he would be confused on a plasma...
     
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  3. Todd Erwin

    Todd Erwin Cinematographer
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    I think this is my favorite statement from the entire transcript:
     
  4. Todd Erwin

    Todd Erwin Cinematographer
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    I've been having issues with the corners of the screen being overly bright on my new Samsung 60F7100.

    I reported the issue on 9/28, and they were able to set up an appointment on 10/1 with a local service center.

    On 10/1, the service center replaced the main circuit board, which did not resolve the issue. The tech took a photo of the issue and forwarded it to Samsung on 10/2.

    On 10/3, I sat down to watch (and review) Amityville 3D, only to find that now, when in 3D mode, the TV displays a flickering black bar across the bottom of the screen, making 3D movies unwatchable. This was a new issue, since my wife and I enjoyed both The Avengers and Star Trek Into Darkness in 3D prior to the first service call. I called Samsung, and was told my TV was still in pending status awaiting approval of a new panel. Samsung told me that this decision normally takes 1-2 business days. A new service appointment was made for 10/8 to investigate the new issue.

    On 10/8, the local service center cancelled the appointment 30 minutes prior to when they were scheduled to arrive, indicating that it would be better to just replace all of the necessary parts in one service call to make the TV operational again once Samsung approves the replacement of the panel. I called Samsung asking when the panel would be approved for replacement and when the part wuld be shipped to my service center, since they are still waiting. Samsung's response was "That can take 1-2 business days." My response was "Yes, but we are now on business day #5. What's the delay?" Samsung's response: "We can send an email to Tech Support and ask them to put a rush on that, but that can take 1-2 business days." Getting nowhere, I asked to be transferred to their Executive Customer Relations department. After speaking with ECR for several hours, I ended up getting nowhere, with the typical response of "Yes, but you will have to wait 1-2 business days for us to get back to you with an answer."

    That evening, I posted the following message on Samsung TV USA's Facebook page:
    After several messages back and forth on their Facebook page, this morning I received the following response from Samsung TV USA:
    So, the moral of the story is, if you are getting nowhere with a company's service department thru the normal channels, post your complaint on Facebook, and it will get resolved in less than 24 hours.
     
  5. Mike Frezon

    Mike Frezon Moderator
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    Good work, Todd.

    There's more than one way to skin a cat, I guess.
     
  6. schan1269

    schan1269 HTF Expert
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    Mirrors my experience with a Samsung dryer. Now approaching 12 months old and it has blown out 3 drum bearings.

    Once it is out of warranty I'm buying replacement bearings that will never do this again.

    Which is sad.(short version of the long story)

    First bearing starts making noise. Call Samsung. Local "fix it guy" calls next morning and says...

    "Yeah, I keep spares of that bearing on my truck. I replace at least 10 a month."

    Gets here the day to fix it and calls Samsung himself....

    "Hi Samsung, this is repair tech XXX, I am at YYY house on service call CCC, I would like permission to install an aftermarket bearing that doesn't have your OEM design flaw."

    "Use OEM part since this is the first repair."

    The 2nd and 3rd time he showed up were the same conversations. The drum is balanced on two bearings. If the same bearing had blown all three times he would have been authorized to use the aftermarket bearing...
     
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