Samsung Series 3/330 HD LCD TV 32 ON/OFF remote and TV switc
by alexcochran - 10/25/11 9:52 AM
In Reply to: TV won't turn on by wild4trout
When our TV would not turn on, even if plugged in just by itself, I went online.
In my search to see what was the matter, I found this Forum.
I was stunned of so many customers with the exact same problem without proper Samsung response. It was reported by many that the issue was 'the blown Capacitors'.
I called Samsung and they read me their generic statement which basically said that the Company was not responsible and that my tv problem was attributed to the 'normal wear and tear'. The best I was offered was a $120 repair, I would also have to pay for the one way shipment cost. I said I would consider their offer.
Before closing, I requested to leave a complaint and specifically asked if I may do so. I was reassured that I could and that my complaint would be taken down by the same person.
In the complaint I enumerated several points: I do not recall the order exactly, but in it I tried to address these specific points. I mentioned that I considered it disrespectful on the part of the company to 'insult my intelligence' with their broad-sweeping statement that it was not their fault, in light of so many internet complaint about the exact same ON/OFF problems with the same new tv's. I mentioned that there were clearly many customers (I estimate in the 100's). I mentioned that charging anything to repair this problem is unjust and irresponsible. Or, sweeping everyone with the same generic statement, in light of the fact that my 3y.o. tv just sat in the tv room and was not often watched. And that I'm displeased with the overall company performance in the field. That if they believed that these breakdowns in the relatively new tv's were all attributed to the 'normal wear and tear' they must have a really low level of confidence in their product.
Afterwards, I asked if my complaint was recorded and if it will be transferred to the appropriate chain of command, and was reassured that it was in fact so. Leaving the phone, I realized that the 'prepared' generic 'no-fault' company statement, meant that Samsung was in fact keenly aware of the ON/OFF issue with their tv's, but refused to take the responsibility for their faulty wiring.
Minutes later, I decided to call back the same customer relations number. I wanted to update the complaint letter by adding that if I did not hear of Samsung taking their responsibility within several days I would strongly consider sending a memo to the US Dep. of Consumer Affairs. Additionally, I wanted to have my former complaint read to me, to see how it sounded and to ask for an update on its status.
In response I was read something to the effect: 'The customer refuses to pay $120'.
I asked if that was all that was noted in my complaint and was told, Yes. Upon which time I said that that was not my complaint, in response, I was 'escalated' to the higher authority. Upon which time I was apologized to and was able to 'rerecord' my complaint. I was then asked if I wished to call back to hear back my complaint, but I had no stomach to play their game any further. I asked that Samsung simply do what was responsible and either replace my TV or not charge for repairs, the only two options I would consider Just on their part.
I was told that I would be reached within 24 hours. I was reached by Samsung's Executive Customer Relations division. I was politely informed that Samsung will neither replace the tv or repair it without charge.
To date I've received no written apology from Samsung Corporation for lying to me in the first place.
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