Follow-up to Original Posting
by deanhoppe - 5/13/10 6:57 PM
In Reply to: Samsung BDP3600 by 1maddad
I started this thread back in early January, so I figured I owed everyone an update. Hopefully it will be of benefit to someone.
I followed Samsung's advice to send the player in for repair. The experience was horrible! After Samsung received the player, it took a couple of phone calls for them to process my credit card number correctly; obviously, this delayed the repair (albeit, not too long). Since customer service didn't specify, I sent the remote control along with the player in the original box. When I eventually received the player back, it was in a beat-up old box (not the original) and did not include the remote control. When I looked at the player, I was shocked to see that it was all scratched-up on the front. I assumed for the moment that the player must have been a reconditioned replacement; however, a quick check of the serial number confirmed it was my original player. I placed a call to customer service, which escalated the issue to Executive Customer Service (ECS). I spoke to a very kind gentleman who promised to have a new remote control immediately sent out and then he would follow-up on the scratches issue over the next couple of weeks. After not hearing back for 3-4 weeks, I placed another call to ECS. I was informed the gentleman I spoke to previously no longer worked in the department, but I spoke to another wonderful person. As before, I was promised the remote as well as a follow-up call from someone else who would address the scratches. Once AGAIN, I did not hear back. After another 3-4 weeks, I called back to ECS. This time I spoke with another apologetic and kind person. Fortunately or not, this would be the last person I spoke to. Disappointingly, she could not find record of my conversation with the second rep - I guess this explains his lack of follow-up. She was able to finally get me a replacement remote control by early to mid-APRIL. She also provided me with her e-mail address so I could send her pictures of the scratched unit. I don't recall which rep told me this, but someone said the service center manager tried to blame UPS for the scratches. Unless UPS opened the box, removed the unit, scratched it up on the front of the unit and then repacked it, it was not UPS. Rather than just offer me a replacement unit or refund the service fee ($85.60), they wanted me to send the unit back once again. Considering that we've barely even been able to use the now outdated unit, I was reluctant to send it back in, only to lose it for even more time. I would have been okay with giving them a credit card to cover the cost of the unit, should I not return the original unit after receiving a new one, but they were inflexible. In fact, I was not even allowed to talk to a manager. We've spent a ton of money on Samsung products over the past year, yet they don't seem to care.
For the record, they never did tell me what was wrong with the player; I am just glad we have a functioning player. I wish I could post a picture of the unit to the forum to back my story, but I don't think that is possible.
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