Update from Samsung Customer Support
You can view pictures of the crack and television set at the following Amazon link
Well after providing Samsung with a copy of the original receipt and pictures of the television set on 3/29, they called back on 3/30 and stated that they did not receive any information so I resent the receipt and a total of 13 pictures on 3/30. Today, Friday 4/6 I received a call back from Samsung. I was put in contact with executive customer support and (surprise surprise) I was given the same reply that everyone else in the Cnet and AVS forum was given...."The damage to the television was caused by physical damage and not covered under warranty". I am still not sure how they determine this as they now do not even send out a technician to take a look at the unit but now seem to begin this process by simply rejecting the warranty claim on any crack in the unit.
I am not sure why I thought my experience might have been different but the good person in me still wants to give Company's the benefit of the doubt in doing the right thing servicing their customers. Well upon being told the damage would not be covered under warranty, I gave the representative in executive support the opportunity to make things right one last time. I explained my position, I told him I have read the comments on Cnet and on the AVS forum about this issue with the Samsung plasma sets, told him I would be going next to post my experience on Cnet, AVS, Amazon, Wal-Mart, and Best Buy and then taking it to the New Jersey division of consumer affairs and the better business bureau.
He had his chance to stop it there; my comments today would have been glowing about Samsung's product, their customer support, and their warranty coverage. The Samsung Galaxy S2 in my pocket today would probably one day be a Galaxy S3, the future TV in my basement would probably hold the Samsung name underneath it, and my children would hold Samsung tablets and not ipad's. More importantly, I would still have a view that Samsung is the one Company that can compete with Apple on technological products.
Well he had his chance and yes, he failed miserably as he stated "that does not change the determination of the panel review and I cannot do anything about it and the decision is final". When I asked to speak with a supervisor or someone above him, I was told "it does not matter who you speak to, the decision will not be changed or impacted". I asked to speak with a supervisor anyway and was told he was out till Monday and not available so apparently the only individual in customer service today had no ability to provide customer service. When I asked for a direct line to executive customer service, I was told there is no longer a direct line and that calls are transferred from the standard line at which point I had to laugh out loud when I remarked "Samsung's customer service is so bad that they cannot give their customers going through serious issues a direct line to the upper tier of customer service" to which I simply received silence. At this point I was finished speaking to Samsung, they probably would have been better off (and saved even more money) simply sending the rejection in an e-mail rather than paying a human to simply quote rejection notices and tell customers they cannot do anything.
So my journey continues I see why Google has chosen to move toward purchasing Motorola rather than partnering with Samsung to create its technological devices and why right now Apple cannot be beat in the marketplace. Companies don't get to communicate with customers regularly but when they do it can make or break the future of a lot of business. Thus far, my experience with Samsung has left a very sour taste in my mouth and I will not be recommending their products anytime soon. I hope their shareholders enjoy the $400-$600 they saved today while giving up tens of thousands of sales in the future.
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