by Samsung_HD_Tech - 2/8/12 11:11 PM
In Reply to: Your analogy... by StarzOnTV
I'm equally sorry to hear about your TV. I never like reading stories where service issues inconvenience people, but sometimes things break. Service issues aren't fun. I was trying to be sympathetic. Sometimes people think I'm in a tower and don't "get it". Believe me, I live in no tower, and I get it. But sometimes people misunderstand the purpose of a warranty, or why repairs are denied years later. So I try to break it down.
I wasn't going for the whole "My situation" vs. "your situation" aspect. I'm sorry if you thought I was making a direct comparison because of what I posted.
What "we both know" is a debate fallacy, and I'm sure you'd be annoyed if I suggested to you about what "we both know" about things.
My point was that all manufacturers and industries have a warranty policy for repairs, and it depends on which side of the warranty you're on to determine who pays for covered or uncovered repairs. Someone has to pay if the customer wants the unit repaired. We haven't made DLP TVs for years, After a year of the sale date, it's not covered. If we determine that specific models get an exception, then that's a decision that the service center can make. If not, then we've acted reputably by honoring the warranty for the term of the warranty that we offered.
I noted that some people don't like the answer - and that seems to be the case here.
If you want to have your case reviewed, you can try the Service Issues thread. They usually respond quickly. I do apologize that you got a representative that you expressed was rude to you. That's not our goal here, and I'd like to personally apologize on behalf of the organization for that experience. If you contact us, please let us know who that was so we can look into the situation.
Was this reply helpful? (0) (0)