Based on my Experience - Do not
buy a Samsung TV - Samsung Customer Service is Terrible
I am not usually one to launch a
public complaint but I have a problem with a Samsung product and I
would like to warn anybody thinking of buying a Samsung product of
my experience with a defective Samsung television and the manner in
which Samsung customer service or lack of customer service deals
with warranty issues. In short their product and their customer
service sucks!
I bought a Samsung LNT5265 52 inch
LCD TV eleven months ago from Future Shop in Toronto Ontario Canada.
I thought it was a sleek looking Television with a great picture. I
opted for an extended warranty plan which the salesman told me would
be a replacement policy for four years.
All was fine until after about ten
months a few pixels appeared to be dead or burned out. Over the next
few days the dead spot on my Samsung LCD TV started growing. I
called Future Shop customer service and based on the date of
purchase and the contract ID on my sales receipt, they directed me to
Samsung Customer Service.
Samsung Customer Service and
repair company RAYJAC
I called the Samsung Customer
Service Centre on September 12, 2008 and they informed me that a
person from a company called RAYJAC electronics would come to
inspect the problem with the TV and instructed me to supply the
technician with a copy of the bill.
A repair tech came to my home on
September 16, 2008 and played with my converter for a few minutes.
He concluded that the TV picture could not be fixed and a
replacement panel was to be ordered.
On September 30, 2008 after two and
a half weeks I called RAYJAC - the authorized Samsung repair shop in
my area of Toronto - to follow up on my repair. The phone rang non
stop with no answer. Strange, I thought, in 2008 no voice mail or
answering machine? I was busy, so my wife volunteered and called
Samsung with some concern. The Samsung customer service
representative placed her on hold while they tried to contact somebody from RAYJAC. They came back apologetic as they could not reach anybody
either. They promised to get back to us within 24 hours.
Nobody called us within 24 hours.
In fact nobody from Samsung or RAYJAC ever called us back.
On October 2, 2008 I called Samsung
again. Along with all the "press one for English", "press 4 for
consumer electronics", "press one for televisions", then the
annoying bad music and waiting while a representative becomes
available. Finally a Samsung customer service agent answered the
phone. After telling my bad experience with my Samsung TV story
AGAIN, I was put on hold AGAIN while they called RAYJAC. They came
back and told me they spoke to RAYJAC and that the part for my
defective Samsung Television was back ordered and would be in
within three days.
On October 8, 2008 I still had not
heard back form Samsung or RAYJAC. I called Future Shop as Samsung
was not helping me at this point. Future Shop told me that could not
do anything to help until the repair order was over sixty days.
IMAGINE THIS.....YOU BUY A TV FOR
THREE THOUSAND DOLLARS....IT DIES AND THE RETAIL STORE THAT SOLD IT
TO YOU AND THE MANUFACTURER DO NOT WANT TO TAKE RESPONSIBILITY.
Shame on you Future Shop! Shame on
you Samsung!
OK, so now I am forced to call
Samsung again. They again put me through Samsung customer service
hell with the music, the holding, the press this and press that.
AGAIN I am left on hold to rot for what seemed like forever before
they come back on the line and tell me that the part had been
ordered on October 3 and should be in within three days.
Three days B.S. again? I heard that line on October 2nd when I
called Samsung.
The technician visited me on
September 16 so why was the part not ordered until October 3, 2008?
Something did not sound right. I am in the service industry and
thought this amount of time to try to get a television repaired was
unacceptable. I asked to speak to a Supervisor.
I waited on hold AGAIN for a while
and a guy came on the phone claiming to be a Supervisor of the
Samsung Customer Service Center. I calmly went over the facts with
this man who went by the name Justin. I asked him for his last name
or employee number but he declined for "security reasons". Really?
what threat am I? I just want my TV fixed or replaced! Finally he
said I am Justin T and that is all I will tell you.
Justin the supervisor did not care
at all about my problems with the product I purchased - that his
company had produced. He sounded a little slow in the mind and kept
repeating mantra that he had memorized from some employee handbook as
to the extent of his inability to help me.
So now Future Shop the national
retailer that sold me this piece of crap Samsung TV could not help
me, Samsung, the Japanese corporation that designed and built this
crappy television could not help and I am at the mercy of some
repair shop named RAYJAC that waited weeks to order the part I
needed and will allegedly repair my unit once it arrives?
Based on my experience I would
strongly advise anybody who is thinking of buying or purchasing any
new LCD or Plasma television - Do No Buy a Samsung product. My
Samsung TV is Bad - Defective - No Good - Crappy - Garbage. Samsung
customer service is useless. Now that almost a month has passed I
feel Samsung scammed me with inferior product and a warranty that is
good for Nothing.
On October 16 I got a call from RAYJAC
stating that they had my part and booked an appointment for the
following morning between 9am and 11am. The following day they
showed up as agreed and replaced the panel on my television.
The guys from RAYJAC were very nice,
professional and informative. Since I had purchased an extended
warranty for this unit, we laughed that we would probably see a lot
of each other over the next few years.
I suggest before you buy any
Samsung product you first do a search on
www.yahoo.ca for the following
terms:
samsung customer service
samsung complaints
samsung problems
samsung bad service
samsung bad customer service
samsung lousy
samsung poor quality
samsung poor service
samsung tv problem
samsung LCD problem
When I went to register a Samsung
domain for this page I first looked up ihatesamsung.com but it was
taken. I tried ihatesamsung.net and it was also taken. I tried
samsungbad.com and samsungbad.net and they were also reserved. Who
would own these names? It turns out that these names are owned
by....you guessed it...Samsung Corporation.
Last updated Friday October 17, 2008
|