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Samsung support nightmares

01-27-2005, 10:42 AM
I have owned my HLP4663W for five months. I have had six or seven services call in the last three months. The digital and analog boards, the engine and even the screen have been replaced. Bright is beautiful, but the darker pictures have solarization. Black can be dark green. People can have clay faces...dark scenes look like paint by number. Ugly. The Samsung service facility here in Phoenix has recommended that the set be replaced. I would like to replace it with a 4674. Samsung electronics will not return my phone calls. Every time I call them I get someone different that seems to know nothing about my case. Then I'm told (actually promised once) that them will look into it and call me back. They never do. This beautiful set ($3300. with stand and tax) has a really bad picture. Any suggestions on how to get Samsung to do something?

01-27-2005, 02:01 PM
try to get the store to replace it directly. they may deal with it to save face/make you happy.

write a letter and CC it to the Better Business Bureau, the store that you bought it from, and as many people at samsung as you can get a name and address for. CEOs, Presidents, marketing, customer relations presidents/vicepresidents.

Did you buy an extended warrranty? these all have lemon clauses, and your regular warranty may also. Certain states have more consumer rights than others, so check with someone on that too.

Does your local news station have a consumer affairs reporter? they usually do stories on how some contractor ripped up a single mothers home and walked away with her life savings, leaving the home in shambles. call them up and ask if they are interested...

Throughout this whole process, you need to keep extensive notes. dates, times, who what where when and what was agreed upon. keep track of how much time you spent on hold.

Can you tell I had to go through this too? I got a messed up Philips lcos last january. between the amount of repairs and getting no call no show appts with the stores service dept, I have exchanged it and upgraded, gotten a better deal, and get treated right everytime I shop at that store or bring in a friend.

best of luck. keep us posted.

01-27-2005, 02:15 PM
BTW, try to remain calm when talking to the managers that listen to your story. Make them feel your pain, but yelling and stuff will make them tune you out. Try to deal face to face with as many higher ups at the store as you can. It is harder to say no when someone is face to face with you. Bring your notes with you but only reference them for specific dates if you have to.

02-02-2005, 05:42 PM
Circuit City in Phoenix told me to file a complaint with the Better Business Bureau. Look at the report I found on Samsung with the New Jersey BBB. Now that complaint is filed, next I will see what we can do under consumer fraud with the Arizona State Attorney General. I have written a complaint to Consumer Reports. Thought you might be interested in my progress. Any advice?

URL for New Jersey BBB: http://trenton.bbb.org/nis/newsearch2.asp?ID=1&strBCode=02210000&ComID=0221000012001552&ComName=Samsung+Electronics+America+Inc

BBB of New Jersey,Inc.
1700 Whitehorse-Hamilton
Square, Suite D-5
Trenton, NJ 08690-3596
(609) 588-0808

400 Valley Road, Suite 201
Mt Arlington, NJ 07856
View Location Map

Local Phone Number: (973) 601-6000
Membership Status: NO
TOB Classification: Electronic Equipment & Supplies-Dealers

The information in this report has either been provided by the company, or has been compiled by the Bureau from other sources.

Customer Experience

Based on BBB files, this company has an unsatisfactory record with the Bureau due to a pattern of complaints. The company has resolved some complaints presented by the Bureau; however, some complaints remain unresolved. Complaints processed concern repair and guarantee or warranty

Additional File Information

The Bureau has requested basic information from this company.
The Bureau has not received a response. Without this
information, the Bureau may not have current information
concerning such things as the company's management or its
nature of business.

Report as of: 2/2/2005

Copyright: 2005 BBB of New Jersey,Inc

02-03-2005, 08:29 AM
I would pursue the lemon law side of it. it sounds like you have had 4 parts replaced. lemon laws usually say 3 major repairs.

How about your credit card company? did you pay for the item in full on a credit card? many of them have guarantees that you be satisfied with your purchase. Perhaps they can help you.

02-03-2005, 10:50 AM
I have had a similar problem as you have indicated.

The store "will not" take your old set back. This usually happens (if your lucky) within the first 30 days after purchase.

Under your original factory warrenty, your entitled to "repair and/or replacement with the same or equivlent". It's up to the repair center to say the set "is un-repairable" and that they reccomend replacement.

The repair center will coordinate the replacement. It most likely will not be brand new and could infact, be your own TV they take into the repair center and competely rebuild it to factory specs.

With all said, you need to focue on the repair center and get them to resolve the problems. Unfortunately, they could just keep repairing the TV forever and still be "inside the warrenty" terms.

Keep your paper work and call the repair center and get them so tired of hearing your name they will eventually "give in". But at most, only expect a rebuilt "like TV".


02-03-2005, 02:35 PM
Here's the latest. I had not bought the extended warranty on my set. I called Circuit City this morning and discovered I could still get it. It will cost $475. for four full years in-home, repair or replacement. Some of the parts in these sets are incredibly expensive. I tried calling high end home theater stores in Phoenix-Scottsdale to get some expert service advice. High end stores do not deal with Samsung....period. I guess my BBB complaint will proceed against Samsung. At least I will never have to try to deal with them again. I have never in my life had a purchase go so badly, or had to deal with such an irresponsible corporation. The rotton BBB report was shocking to me. No more Sammy products for me. Don't let the door hit ya where the lord split ya, Sammy!

02-03-2005, 02:57 PM
If your within the warrenty period of the TV, then you should continue to follow-up with the Samsung repair center. You have already developed a history of repair on the TV and as such, the warrenty still applies as they have not fixed your unit (it keeps failing).

Aside from dropping another $475 on an extended warrenty, your introducing another 3rd party to the already established TV problems. That's double dipping in my book and why should you have to "pay to get the darn thing fixed" ..

I would keep the pressure up on the Samsung repair center and not let up on these folks until the problem is fixed. If this is a series of multiple different problems, then maybe the new extended warrenty will cover you down the road.

Either way ... what Samsung is doing to you "sucks" ...!!

Make them suffer the pain as well .. !!!! Relentless pusuit translate into "pain" on thier part. Sooner or later you will have satisfaction.

By the way, if you buy a service warrenty and Samsung finally "trades out" your set, the warrenty you just bought is no good. The TV serial number will have changed ( just thought I would throw that in for further thought).

Best regards and good luck with them dirt balls .. !!

02-03-2005, 03:25 PM
Bear in mind this set is not six months old yet. The troubles began when it was in its terrible twos (months). The CC protection warranty begins immediately. They will be doing the servicing right away. The authorized repair facility was not getting the job done. I picked up on some fishy stuff with them. The first trip they made had some really stange billing stuff. They billed Samsung for a new bulb and ballast when they were here to look at a lip-sync issue. They never opened the set! They played with the service menu with the remote control. At least I feel better now, and I do have 30 days to reconsider the Circuit City contract. I have two high-end computer displays by Samsung, a 21" and a 19". They have made their money off of me. They can wow other Americans with their silvery glittery junk.

02-03-2005, 04:06 PM
At least you will get some good service in the future. It's still a "sucky" deal that you have to bear all the pain ..!! Good luck ..

Regards ..

02-03-2005, 04:47 PM
Had the same problem with a Panasonic product sometime ago, I lost but wont purchase another, however with poor quality control
on most items now it's a gamble. :(