I've been going through this same problem since 11/9/11 !
So far, it seems that Samsung customer service is good at one thing.....giving the run-a-round! I also received the response from my submitted pictures as, "Physical Damage". This is what seems to be the go to answer in their training manual. After a month of e-mails and phone calls, they finally agreed to replace the cracked panel, but I would have to pay for the labor. I reluctantly agreed to at least get a price from their locally chosen repair company. I waited for 2 weeks with no call. I then placed another call to customer service where they apologized and agreed to set up another appointment. Once again, I've still received no correspondence from either Samsung or "Home Service Network" for them to replace the panel. This has gotten me extremely frustrated, first of all because they pretty much call me a liar (without actually saying it), by saying that the panel was physically damaged. They refuse to admit that the problem is due to "Thermal Expansion", and is a known issue with larger plasma screens due to the extreme heat generated from the screen.
I agree that complaints need to be filed in order to get results. Samsung's main office is in Ridgefield Park, NJ. Hopefully if we call the NJ Federal Trade Commission, The NJ Division of Consumer Affairs, and the Better Business Bureau, we can get results. Don't forget, there's always social networking! People need to know what they get when they purchase from Samsung!
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