Samsung: Awful Samsung customer support
Awful Samsung customer support
by thejakal - 9/28/09 4:01 PMI received a 32" Samsung TV over 2 weeks ago. It should have had a TV stand in the box, but it was not included for some reason or another. I called customer support that evening and was told that the no-charge part would be mailed to me and I should expect to receive it in 7-14 days. Now (17 days later), I was told that there is really no time frame I should expect the part, and that 2 weeks is just an optimistic estimate for when it will SHIP (and they couldn't even confirm that my part has shipped). Her excuse - "This is a no charge part, you're not paying anything." So my product didn't have all the pieces, and I should be grateful that I'm at least getting a replacement? Understand that the TV cannot be safely set up without the stand or a wall mount, neither of which I have, and you can see why I'm frustrated. I will never buy another Samsung product if there's a chance I could get burned by their customer service again.
CS transaction #: 3000538301, if anyone there is listening...
Awful Samsung customer support
by Samsung_HD_Tech
- 9/29/09 5:11 PM
In reply to: Awful Samsung customer support by thejakal
thejakal,
Which model of television was it? If it didn't have a stand, why not return it to the retailer and receive one that did? "Some reason or another" would definitely be something I would take up with a seller.
But I agree, if you were told that you should receive something in a timely manner, you should have received it. I'll take a look at this and see if one of our service guys can assist you in getting the correct part.
We're not here to burn people, but to help them. Let me look into this, and I apologize for the inconvenience.
--HDTech
imagine the possibilities
- Click here to visit the Samsung forum
- Click here to visit the Samsung store on CNET
follow up
by thejakal - 9/29/09 7:07 PM In reply to: Awful Samsung customer support by Samsung_HD_Tech
The TV was a LN32B460, 32" LCD. I purchased it online (Amazon.com) so I couldn't return it easily. "Some reason or another" was my way of saying that no one could provide me a reason for it to be missing the stand.
I'd appreciate any help, as I've about lost any confidence that the customer service reps can assist.
follow up
by Samsung_HD_Tech - 10/3/09 4:13 PM
In reply to: follow up by thejakal
thejakal,
I've sent this up again to see if I can get a timeframe for you. Again, I apologize for the inconvenience.
--HDTech
imagine the possibilities
- Click here to visit the Samsung forum
- Click here to visit the Samsung store on CNET
follow up
by thejakal - 10/4/09 6:34 PM In reply to: follow up by Samsung_HD_Tech
I appreciate that; I got a call from someone apologizing and giving me a UPS tracking number indicating that it shipped and should arrive soon. I do wonder what would have happened without you getting it noticed though...
Regardless, I hope that these kinds of things are noticed so that future customers don't have to face these problems.
follow up
by Samsung_HD_Tech - 10/5/09 3:22 AM
In reply to: follow up by thejakal
thejakal,
Actually, it sounds like it was on its way and already processed. But again, I apologize for anything less than good customer service.
I'm glad to hear that you're taken care of.
--HDTech
imagine the possibilities
- Click here to visit the Samsung forum
- Click here to visit the Samsung store on CNET
Terrible to ZERO customer support.
by eldernorm - 10/4/09 8:59 PM In reply to: Awful Samsung customer support by Samsung_HD_Tech
Hey, Just Google Samsung complaints.. Its scary. My 50 inch LCD tv died recently. Just months after the warrantee period. The tech guy that came had exactly the right caps even thought he did not know what the problem reported was...... Strange.
More strange, he replaced 10 volt caps with 25 volt caps that were being used in a 15 volt circuit. When I tried to let Samsung customer support know, they told me that they did not care and there was nothing that they could do. Good by.
So, I say that for the next 10 years..... I will be telling everyone on line and at NASA where I work to NEVER buy Samsung again.
The complaints that are posted on line are just like mine... lots of promises, but nothing ever happens. You get sent to the EXECUTIVE Service dept. and then no one calls back. I noted that the parts were under voltage and even had the tech give me the parts (2 caps in the PS fixed the problem) but NO ONE at Samsung customer service cared.
So tech guys, you have your work cut out for you. Bad products will kill the company and in this economy, they will do so quickly.
follow up
by eldernorm - 10/4/09 9:02 PM In reply to: Terrible to ZERO customer support. by eldernormI will not be monitoring this site but on the rare chance that Samsung cares to followup, just add "@gmail.com" to my username and contact me.
eldernorm
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