BUY SQUAD - AVOID THESE CROOKS LIKE THE PLAGUE
2014-04-01 Placed the order for a Samsung 70” LED TV.
04-17 Received the TV cracked on all four corners. Notified Steven (Operator 201) who instructed me to talk to Mark. Emailed Mark.
04-23 With no response from Mark, I emailed him again on his direct email address instead of the generic BS address.
04-28 Still no response from Mark. I caught him on the phone. He stated that the managers were having a meeting on Wednesday about my case. He will notify me.
05-06 Called Mark, got voice mail. Left a message. No call or email from Mark.
05-12 Mark said that management had given my case the green light. The paperwork is being processed.
05-15 Called to follow up, got voice mail. Mark did not call back.
05-21 Called Mark, said that the paperwork just completed. I should get a replacement TV soon. He will let me know when it ships.
05-27 Mark says that the insurance claim had been filed. He will advise me when the TV ships.
06-03 Left a voice mail. No call from Mark.
06-06 Called at 2pm PT, got recording saying their office was closed even though the same recording said they were open M-F 8-4pm. Emailed Mark asking about the status of the claim. I had not heard from him or the insurance company. 06-08 Left a voice mail. Mark emailed back, saying to call tomorrow.
06-09 Left a voice mail.
06-11 Left a voice mail.
06-12 Emailed Mark, saying I followed his instruction to call. I had called twice, left messages, but got no call backs. Forwarded the same email to him.
06-16 On the phone, Mark again asked who I was (he had done this almost every time I catch on the phone). He said that he talks to thousands of customers every day. He promised to send a replacement unit, processing in 1-2 days, with the new TV arriving in 7-14 days. Advised him that the TV had started displaying pink and purple images. This happens about 25% of the time. He asked for a photo, which I immediately sent by email.
06-27 Emailed Mark: “Can you please confirm that the TV had been shipped? On June 16, you stated that it would leave in 1-2 days. It is June 27 today. Has the TV shipped?” No response from Mark.
07-03 Left a voice mail.
07-07 Left a voice mail.
07-08 Email from Mark: “A Samsung rep will be in touch with you within 24-72 hours to have this TV replaced for you at no cost.” Samsung called. They denied promising to replace the TV. In fact, they refused to replace it, saying that the damage were “concealed.” They gave me the number of a local
technician who would repair the unit but that I would have to pay for the repair. I called the technician who asked for pictures.
07-10 Sent the technician photos.
07-14 Emailed Mark, advising him of Samsung’s refusal to replace the unit, etc.
07-15 The Samsung tech called, advising me that from the photos, they would not repair the unit. He said the merchant appears to be giving me the runaround and that I should contact my credit card company.
07-17 Mark promised that they would ship the replacement TV the following day. I made him promise to state that send in an email, with a tracking number. No email arrived that day or any day after.
07-18 I contacted my credit card company.
07-22 Mark picked up my call. He asked who I was. He asked for my transaction no. I didn’t have it. But I had the order no. Sometimes they ask for a case number! I get very confused about these numbers. He said he needed to look up my record. Seconds later, without asking me to hold, I was listening to recorded music. I was on hold for 15 minutes when the line just disconnected. He had done this at least two times in the past.
07-25 I officially filed a claim against BS with my credit card company.