Samsung forum: Plasma cracked and Samsung not honoring warranty

by: gwp026 October 18, 2011 3:39 PM PDT

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Plasma cracked and Samsung not honoring warranty

by gwp026 - 10/18/11 3:39 PM

My 50" plasma broke (spider cracked in 2 places) while my children were watching a movie. I called Samsung since it was only 9 months old. They told me a local service tech would come out to take a look at it. Some kid showed up (late might I add) and did *nothing* but take a picture of the TV. They submitted it to Samsung who determined (from nothing more than this picture) that my screen broke from "physical damage" and it's not covered under warranty. I called Samsung to complain about this outrage. I spoke to the customer service agent and then her supervisor. I was then referred to their "Executive Office" (in NJ? I thought they were from South Korea.) I spoke to some lady there named Lisa who gave me the same runaround. They are offering to cover the cost of the parts but not the 200-300 in labor costs. At no time did they do any kind of inspection to the tv. Samsung's Engineering Dept apparently has done so much research into this that they are able to diagnose a tv problem from a simple picture. When I spoke with Lisa I asked her about the abundant pages linked to "thermal expansion" and Samsung tv problems. I also told her there are multitudes of people who are experiencing the same problems with their plasmas and Samsung is just blowing it off as physical damage and not covering repairs. I also asked her about the lawsuit filed in NJ about this. She repeatedly told me that "not all information on the internet is accurate." Basically calling everyone a liar. I warned her that I was going to file a complaint myself with the Attorney General's Office for consumer fraud. She told me all they will do is forward them the complaint and they respond in kind with the same information they provided me. Anyone else having problems with Samsung Corporate? Anyone, especially PA residents, want to file some sort of group complaint against these people? There basically calling us all liars. They're claiming that what we're posting on the net is not 100% accurate and that we must be randomly deciding to break out televisions to see if we can get them fixed for free. This is consumer fraud if I ever saw it. They have a widely documented problem and are not doing anything about it except offering to cover the parts. Now let me ask you this. If they seriously had no problems with these sets and believed that all these people damaged their sets, then why are they covering the parts in the first place? Sounds like a lot of money going out the window for them to be doing it out of the kindness of their hearts.

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