Call Executive Customer Department
I have a Samsung model LNt4671FX/XAA that I bought about three years ago. It started showing the clicking noise when turning on about a month ago. A friend of mine told me it was a well known problem, the same thing happened to him and he got it fixed by Samsung for free. So I called Samsung to get it fixed. This is what happened:
I call their customer support number and reported the problem. I told them my friend had told me that I was entitled to a free repair as he was. The lady I spoke to told me she needed to see the receipt to verify if 'my model was covered by the free repair policy'. I told her I did not keep the receipt after three years and I was sure the TV was out of warranty, however since this was a well known manufacturer's problem because Samsung was using under specs capacitors I felt I was entitled to the free repair. After 10 minutes back and forth the conversation had almost turned into a screaming match with the lady denying Samsung had any responsibility. Then I asked to speak to the supervisor. The supervisor was not helpful either, but he gave me the phone number of the 'Executive Customer Relations Department'. I called the executive department and a very nice lady told me I was indeed right and that if the problem turned out to be the capacitors, I wouldn't be charged. No receipt needed. She referred the matter to a third party contractor and they called me next day to make the appointment. The third party contractor made the appointment and asked for a credit card. They said if the technician determined it was the capacitor they wouldn't charge me; if the problem was something else they would charge me for the technician visit and give me a quote for the repair. If I chose to do the repair the visit would be credited towards the repair. The technician came today and when he opened the TV we both could see the bulging capacitors (not leaking yet). He told me they were 25 volts capacitors when they had to be 35 volts. He replaced them and the TV is working fine. No charge.
What I disliked of the whole experience was that they had me go through a stressful and long conversation with the first person in customer service. They do have a policy of fixing it for free, but they don't make it easy for you. Maybe they are hoping if they make it difficult people will give up? Frankly, it is really bad business ethics. I don't think I'll be buying SAMSUNG again.
This is the number of the 'Executive Department' 1-800-522-7341. The agent that I spoke to in the executive department is agent # 85170. IF you call customer service and they try to deny responsibility insist on talking to the executive department or call them directly.
I am posting this same message in every board I find over the internet. I hope it helps other people.
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