by sarfdawg - 10/15/13 11:36 AM
In Reply to: Samsung Tv by holh4
Chalk me up as another victim on this list. I bought the PN60E8000 last October. Made the call to Samsung. The first thing they tried to do was tell me that my warranty was expired, that I had bought the TV outside of a year ago. They wasted a couple of days by making me scan a copy of the receipt showing the actual purchase date proving that it was in indeed still in warranty.
Five days later, a repair guy comes out, takes a picture or two, and tells me my chances are 50/50 that they'll cover it. All the while, I'm thinking, "50/50 for something that I had nothing to do with?" At that point, I start reading all over the internet (this thread included) that this is a common occurrence with Samsung plasma TVs and their customer support.
Yesterday, someone on their "executive customer relations" team tells me that their "panel evaluation team" has decided that, you guessed it, it was "physical damage" that caused the problem even though it just cut off in the middle of watching it - not throwing objects at it as they would make you believe.
This morning, I created a video similar to one on youtube where a guy shades a piece of paper on the screen showing that there is no external crack and proving the crack is on the inside. I uploaded it to their website where my tracking ticket is located. At first, the executive customer relations guy said that the video didn't come through. I then told him that I was able to view it at work even though I uploaded it from home. Nonetheless, he wanted nothing to do with the video and essentially said the review team's decision was final.
Long and short, after going back and forth and several "brief two-to-three-minute" holds, they came back and offered to give me the parts, but they aren't going to cover the labor. I told them that I would NOT accept their offer. I wanted to find out exactly what labor was going to cost before I agreed. Come to find out that labor in home is $120, but if I take the TV to the repair people, it's $40. So, I agreed to the $40. It's sorry that I've got to pay anything, but otherwise I'm certain I'm going to have a $2000 paperweight. That said, I firmly believe it's only a matter of time before I have a paperweight anyway.
To me, their offer of covering the panel tells me that they are admitting that they are at fault, but they won't go all the way and just say it. I followed someone else's advice of emailing email@example.com earlier today, but I've yet to get a reply. I doubt that's going to help anyway.
Nonetheless, no more Samsung products for me. I have phones, tablets, TVs, the works. Never again.
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