Company: Samsung not honoring their warraties

Category: Other

TO WHOM =

IT MAY BE CONCERNED

This is a complaint letter regarding the warranty which is not =

honored by Samsung Electronics, for a LCD TV, model LNS4692DX/XAA, =

serial number AF0D3CFLA06022M, bought on 5th of November 2006, receipt =

number 1910240, from the Video Only store in Lynnwood, WA, 19220 =

Alderwood Mall Pkwy, Lynnwood, WA 98036 (425) 776-5900. At the moment =

of purchase the sales person (Wes Jones) told me that the TV carries a =

one-year warranty with the manufacturer, respectively, Samsung =

Corporation. Now I realize this is some sort of ..false advertising..

On July 10th 2007 the unit stopped working, so I contacted =

Samsung -on line- for warranty repair. They referred me to their =

representative service center in Everett, WA, respectively, Telesystems =

Electronics, 20 SW Everett Mall Way, Suite 10, Everett, WA, 98204, phone =

(425) 348-4945). On July 14th, their technician came for in-home -repair =

and said that he TV has a defective control board, so it has to be taken =

to the service center for repairs. He picked up the unit in the same =

day, saying that it will be repaired in a week.

After two weeks, I called the service center to check the =

status of the repair, and they told me that Samsung did not delivered =

the part yet. It was the first time I called Samsung at 1-800- SAMSUNG =

and I talked with a consumer representative. I was told that they do not =

know what part is needed for repair. I called the service center again =

and told them what Samsung told me. The technician said that they have =

requested the part for two weeks and that they do not understand what is =

going on, so I should. call Samsung!! I called Samsung again and I was =

told that.I should call back in the morning to talk with an ECR =

(Executive Consumer Representative.) I did that and the ECR asked me if =

I know the part number?

Since then, I called Samsung over 30 times, each time I was =

promised that in 2 to 3 business days the problem would be solved! I've =

been given a new reference number for repair: 3000130882, than, =

eventually, another one .for exchange, since they are not longer able to =

repair my TV. So. A new number: 4001538892 . I have talked to ECR's, to =

Exchange representatives, to countless consumer representatives and =

every time I was promised that within 2 to 7 business days I would =

receive the replacement unit. After two more weeks.no TV.so I called =

back and I was told that they placed my request to a different =

compartment, they apologized and said that I will have my unit shipped =

next day. That was 10 days ago.I called again and .again I was told to =

call back in two days to check the delivery status.

On September 19th 2007 I called back and I talked again with an =

Exchange representative. She told me that the TV has been loaded in the =

truck fourdays ago (on 18th of September 2007), and I should contact the =

delivery company for tracking the shipment, and that from now on the =

problem is out of their hands. I tried tracking the TV online then =

eventually, I called them (NVC Direct). They said that there is no =

shipment with the tracking number Samsung provided, and that I have to =

call Samsung to clarify this. I called Samsung again and the answer was, =

again, to call the shipping company. Seems like the TV disappeared in =

between Samsung and shipping company and I have reached a dead end. =

Ironically, I just received a letter from Samsung, offering me to buy =

extended warranty. they have a very strange sense of humor, no??

The bottom line is that after almost three months, I still =

don't have a TV, either repaired, either replaced, as promised, either a =

refund. I tried to solve this problem in an honorable manner and I have =

waited patiently many days, continuing to make payments for a TV I don't =

have.

Sincerely, Dan C

CC:

SAMSUNG ELECTRONICS, SERVICE DIVISION 400 Valley Rd, Ste 201, Mount =

Arlington, NJ, 07856-2316, TEL. 973-601-6000

ATTORNEY GENERAL OFFICE, CONSUMER PROTECTION DIVISION, NJ, 124 Halsey =

Street, Newark, New Jersey 07101

ATTORNEY GENERAL OFFICE, CONSUMER PROTECTION DIVISION, WA 900, 4th =

Avenue, Suite 2000,Seattle, WA, 98164

BETTER BUSINESS BUREAU, 4200 Wilson Blvd, Suite 800 Arlington, VA =

22203-1838