I posted my first blog posting on Cnet's Samsung Forum and the following is a reply from a Samsung representative.
Samsung has the worst support I have ever dealt with: AVOID
by Samsung_HD_Tech Samsung staff - 09/10/09 22:49 In reply to: Samsung has the worst support I have ever dealt with: AVOID by theputnam
theputnam,
Maybe I can help. I can't promise such, but I'd sure like to give it a try, if you're willing.
Do you have the most recent transaction (RMA) number?
--HDTech
I posted the RMA# and then received the following response.
RMA #
by Samsung_HD_Tech Samsung staff - 10/10/09 17:29 In reply to: RMA # by theputnam
theputnam,
Thanks.
I've sent that up this evening. Naturally, it's the weekend and I'm doing the "single desklamp in the office" duty tonight, but I've requested someone to take a look and see if we can get you squared away. It may be a few days, but if you don't hear anything in the next week, let me know and I'll be happy to follow up.
I'm very sorry for the inconvenience.
--HDTech
It's funny because every time I talk to someone from Samsung they say if nothing happens in a week please call back. As you might guess I do a lot of calling back. Is there no one that can just get it done. I'm sure I've done more leg work and writing than anyone from Samsung. Not much actual service in Samsung's warranty service.
Monday, October 12, 2009
Customer Service Numbers
I found some customer service numbers for Samsung on the Consumerist site.
Tier 1: 1-800-747-5618
Tier 2: 1-800-522-7341
Tier 3: 1-888-685-1358
I can confirm the first two which I have already been through. I will be trying the third if there are no results soon.
Tier 1: 1-800-747-5618
Tier 2: 1-800-522-7341
Tier 3: 1-888-685-1358
I can confirm the first two which I have already been through. I will be trying the third if there are no results soon.
Friday, October 9, 2009
Okay where should I start?
This is the saga of my still unresolved problem television. I would have never imagined that 3 months would pass and I would still be stuck with a dead television. Every time I think I have turned a corner that will bring to the end, a fixed television it is not so.
I should have never purchased a Samsung product. Plain and simple. I know this now. I purchased an LCD television and to make matters worse I purchased it from Sears. This was on 12/19/2008. I was happy. The TV worked and it looked good. Until it didn't. In late July of 2009 the TV would not power on correctly.
- I called Samsung support. We did some troubleshooting and the technician determined the problem. He said the parts will be shipped to me and I will call a technician who will visit and fix the TV.
- A week passes and I do not see any parts. I call the repair company Samsung has contracted and they say the parts are back ordered. Okay I wait.
- I wait a month and I see nothing. I check the status of my ticket online and it says the ticket is canceled. I call the repair company again. They say the parts are still on back order and suggest calling Samsung.
- I call Samsung and the woman tells me the parts are back ordered. I ask here for an ETA. She says there is none. I ask her what good is my warranty if there are no parts to fix the TV. At this point it seems there is no intention of fixing my TV. The apathy pours out of my earphone. I finally tell her that I just wish to sell the useless TV back to them. She offers to arrange for Executive Customer Service to exchange the TV. Since it will never be fixed I settle for that.
- After a week someone finally calls me. This is in early September. We exchange information. He says that he will prepare the exchange which will take a week (really?? a week) and then it will be sent to Sears to exchange the TV since I purchased it there. I ask how long all of this should take to get the TV. He says two weeks.
- The next week I get a call from the same representative (I guess it does take a week) and he says the information has been sent to Sears and I should hear from them shortly, riiiiiiiiight.
- I do not hear from them. I call Samsung for a status. They say they know nothing. This I do believe. I ask them to check with Sears on the status, maybe give a nudge.
- Two weeks later there is no contact. I call Samsung and ask if I can have the contact information for the person at Sears receiving the exchange request and an RMA number. The woman gives me the RMA number but will not release the contact info. I ask her if she can contact them for a status. She says she can re-submit the request.
- Still nothing. I try calling Sears numbers and no one knows what an RMA number is. I am not joking. Everyone said they didn't even know what an RMA was.
- A couple days later I get a call from I'm not sure if it was Sears, Samsung or an intermediary. She said she was from some company other than Sears or Samsung. They say they will contact someone at my local Sears store and make sure something happens.
- Nothing happens. I decide to visit the store (09/04/09). I am told that nothing can be done until the department manager is back and he will be in on Saturday. I come in on Sautrday. He is not there. I come in on Monday. He is not in. I am told he will be in on Thursday. I come in on Thursday. He is in. I give him the RMA number from Samsung. He checks it and calls HQ. He says it is not a Sears RMA number and is probably a Samsung reference number. He asks me to call Samsung and see if they can e-mail the exchange information to him and he will try and take care of it. He gives me his card. I call Samsung and give them the info. They need a fax number. I get the fax number and call back the rep updates the ticket and I ask him if someone will e-mail/fax the info. He's says that he is sure someone is working on the ticket and it will be done.
- (10/09/09) I am sure no one is working on it. No one ever has. Why would they now. I call Samsung. The women confirms that no one sent any information to the department manager at Sears. She says she will check with her manager to see if she can re-submit the request to Sears HQ (which has been done twice supposedly) and "maybe" in addition send it to the department manager. No promises, no hope, end of call.
I have no idea what is going on. When I get on Samsung's site both tickets, the repair and exchange ticket are canceled (but I'm sure some one is working on it). I have never encountered such an infective system as Samsung's support service. I strongly recommend not buying a Samsung product. I will update this blog as more unfolds. I should have started this sooner but I could never have predicted such problems. In the meantime I relate my story to everyone I know, who are dismayed and affected. I am probably missing a lot of phone calls I have made but this is the meat of it.
Post any helpful info you may have or a similar story please.
I should have never purchased a Samsung product. Plain and simple. I know this now. I purchased an LCD television and to make matters worse I purchased it from Sears. This was on 12/19/2008. I was happy. The TV worked and it looked good. Until it didn't. In late July of 2009 the TV would not power on correctly.
- I called Samsung support. We did some troubleshooting and the technician determined the problem. He said the parts will be shipped to me and I will call a technician who will visit and fix the TV.
- A week passes and I do not see any parts. I call the repair company Samsung has contracted and they say the parts are back ordered. Okay I wait.
- I wait a month and I see nothing. I check the status of my ticket online and it says the ticket is canceled. I call the repair company again. They say the parts are still on back order and suggest calling Samsung.
- I call Samsung and the woman tells me the parts are back ordered. I ask here for an ETA. She says there is none. I ask her what good is my warranty if there are no parts to fix the TV. At this point it seems there is no intention of fixing my TV. The apathy pours out of my earphone. I finally tell her that I just wish to sell the useless TV back to them. She offers to arrange for Executive Customer Service to exchange the TV. Since it will never be fixed I settle for that.
- After a week someone finally calls me. This is in early September. We exchange information. He says that he will prepare the exchange which will take a week (really?? a week) and then it will be sent to Sears to exchange the TV since I purchased it there. I ask how long all of this should take to get the TV. He says two weeks.
- The next week I get a call from the same representative (I guess it does take a week) and he says the information has been sent to Sears and I should hear from them shortly, riiiiiiiiight.
- I do not hear from them. I call Samsung for a status. They say they know nothing. This I do believe. I ask them to check with Sears on the status, maybe give a nudge.
- Two weeks later there is no contact. I call Samsung and ask if I can have the contact information for the person at Sears receiving the exchange request and an RMA number. The woman gives me the RMA number but will not release the contact info. I ask her if she can contact them for a status. She says she can re-submit the request.
- Still nothing. I try calling Sears numbers and no one knows what an RMA number is. I am not joking. Everyone said they didn't even know what an RMA was.
- A couple days later I get a call from I'm not sure if it was Sears, Samsung or an intermediary. She said she was from some company other than Sears or Samsung. They say they will contact someone at my local Sears store and make sure something happens.
- Nothing happens. I decide to visit the store (09/04/09). I am told that nothing can be done until the department manager is back and he will be in on Saturday. I come in on Sautrday. He is not there. I come in on Monday. He is not in. I am told he will be in on Thursday. I come in on Thursday. He is in. I give him the RMA number from Samsung. He checks it and calls HQ. He says it is not a Sears RMA number and is probably a Samsung reference number. He asks me to call Samsung and see if they can e-mail the exchange information to him and he will try and take care of it. He gives me his card. I call Samsung and give them the info. They need a fax number. I get the fax number and call back the rep updates the ticket and I ask him if someone will e-mail/fax the info. He's says that he is sure someone is working on the ticket and it will be done.
- (10/09/09) I am sure no one is working on it. No one ever has. Why would they now. I call Samsung. The women confirms that no one sent any information to the department manager at Sears. She says she will check with her manager to see if she can re-submit the request to Sears HQ (which has been done twice supposedly) and "maybe" in addition send it to the department manager. No promises, no hope, end of call.
I have no idea what is going on. When I get on Samsung's site both tickets, the repair and exchange ticket are canceled (but I'm sure some one is working on it). I have never encountered such an infective system as Samsung's support service. I strongly recommend not buying a Samsung product. I will update this blog as more unfolds. I should have started this sooner but I could never have predicted such problems. In the meantime I relate my story to everyone I know, who are dismayed and affected. I am probably missing a lot of phone calls I have made but this is the meat of it.
Post any helpful info you may have or a similar story please.
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