My 50-inch Samsung TV broke down twice during its 3 year warranty period. The second breakdown was months before the end of the warranty period.
Samsung informed me that they have stopped manufacturing 50 inch LED panels. After weeks of haggling, they said they managed to find one panel. Given their initial statement that they did not have such panels, I was leery and asked for some form of warranty on this panel, which they might have cannibalized from some old TV. I spent weeks making multiple calls to Samsung. At each call, I was promised a callback, but no return call was received.
When I finally managed to track down the service supervisor, he gave me multiple versions of the coverage Samsung would give on the panel. So I requested an email confirming our conversation, and I managed to pin him down to a date that I could expect his email. He agreed, but the email never came.
Two issues arise from my experience.
First, when Samsung sells a TV they do not assume any responsibility to continue to provide parts, even at a cost, to customers for a reasonable period of time.
Second, the dozens of calls I had to make to elicit a return call from them goes far beyond the now typical run around we get from vendors. Even promises of return calls at a specific date and time mean nothing to Samsung.
Samsung informed me that they have stopped manufacturing 50 inch LED panels. After weeks of haggling, they said they managed to find one panel. Given their initial statement that they did not have such panels, I was leery and asked for some form of warranty on this panel, which they might have cannibalized from some old TV. I spent weeks making multiple calls to Samsung. At each call, I was promised a callback, but no return call was received.
When I finally managed to track down the service supervisor, he gave me multiple versions of the coverage Samsung would give on the panel. So I requested an email confirming our conversation, and I managed to pin him down to a date that I could expect his email. He agreed, but the email never came.
Two issues arise from my experience.
First, when Samsung sells a TV they do not assume any responsibility to continue to provide parts, even at a cost, to customers for a reasonable period of time.
Second, the dozens of calls I had to make to elicit a return call from them goes far beyond the now typical run around we get from vendors. Even promises of return calls at a specific date and time mean nothing to Samsung.
