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 samsung plasma TV purchased at Best Buy
Posted Thu April 10, 2008 12:00 pm, by Emma F. written to Samsung Electronics America, Inc.
Write a Letter to this Company
City = Glen Allen
State Virginia
Company Name = Best Buy TV Samsung
Company Contact = general manager
Company Address = brook road
City = Glen Allen
State/Prov = VA
Zip2 = 23059
Country = United States
Incident = Let me start by saying that I have never felt so hopeless as I do at this time. I am a 34 year old professional woman working in the hospitality industry for a large chain of hotels and a manager myself I know how far we go every day to make sure customers are happy.
However that was not the case when I spoke with the general manager regarding my Plasma samsung TV that I have purchase as a gift for my husband on November 27 2007 along with an extended 4 years warranty for the total sale of $2.800.00
The TV was defected and I call the store to report and ask to have the TV repaired or exchanged.
They send a members of the geek squad whitch is a repair team to my home.as soon as they arrived and looked at the TV they informed me that this was a Bad TV was their exect words
They said did you purchase extended warranty?
Yes was my answer 4 years in addition to the first year that samsung offers free
Just to remaind you I have had this TV only for 3 months from the time I bought it and the time they came to my home.make a long story short they said we will report this to the corporate office and they will have your replacement TV ready in 5 business days.
Next thing I get a call in 4 days from another service specialist working for electronics doctor staying that they have ordred a part for the 50 inch plasma TV and they will be coming to my home to fix the TV
Strange I was thinking the other guys told me the TV was.not fixxable.so I said how can you order a part for a TV not even knowing what the problem is?and also the Geek squad team already informed me that the TV was not fixxable.their exect words was they don\'t know what they are talking about
Everything can be fixed. I could not belive that people working for same company can say this about co workers
but at the same time
I said well maybu the TV can be fixed so I said well great this is good news when are you coming to fix my TV? So we set up time and date and they came over my home with the part. After working on the TV for 20 minutes they said Oh no we have the wrong part so we have to take the TV in our shop and order new parts We will have it ready for you in a week
At that point I was upset but I said well I have waithed this long (from first time I reported my TV was not working and they coming to my home)has been total of 2 months
So I can be patient and wait couple more days this was on march 18 2008
Till this day April 8 2008 they still have my TV so finnaly after all the calls to best buy corporate office the store where I purchased the TV and no help I went to speak with the general manager at the store and told him that I would like to get my money back or to get a new TV today becouse I have been patient enough I would like to get this resolved. He said there is nothing he can do and I have to contact samsung about this. I said I did not purchased the TV from samsung I did at best buy at your store.he said he doesn\'t care about this and he can not help me in getting a new TV or refund my money. So here I aM out of 2800.00 and put of TV.
How can he be a store manager and not be able to take care of a problem? He said I just came back from vacation and I do not know anything about this which is not true
Me and my husband spoke to him regarding this before when we first noticed the problem.
I have voice mails on my phone from Best Buy corporate Samsung and the people servicing my TV and no one is able to help me saying this TV is not fixable and we can not give you replacement.
How about my money my time that I have spend dealing with this issue and still paying Comcast cable bill each month for something I can not use?
I can not express how upset I am about this matter.why do I have to call samsung or the service centers to find out how to get this resolved
When I did buy the plasma TV at best buy?
Would someone please help me? All I want is my money back or new TV
I will never use Best buy again and I will also report this to channel 12 and every web site to let people know how to be carefull where they spend their money!
Thank you
Emma
Damage Resulting = This have resulted in physical and emotional stress also I belive I was discriminated against due to the fact that Iam europian from Greece and English is my second language.
I have not been able to sleep for days and also can not attend to my work taking time off to deal with this matter.
Contact me any time!
To get better communication with Best Buy stores regarding who should be responsanble if a Samsung product purchased at Best buy goes bad:
The best buy store is saying contact samsung and samsung customer service reps are saying you purchase this TV at best buy you need to call best buy about your problem!
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I would also be contacting Samsung as well, if I were you. I know you
paid for the extended warranty, but typically that kicks in after the
1 year warranty through samsung. (which would explain the term
*extended* warranty.)
I know its annoying, but its the way those big-box stores do it. Good
Luck, I hope you get your TV working soon.
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by Gino Posted Fri April 11, 2008 @ 3:19 AM
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That's Greek to me. You wrote an eloquent, intelligent letter and
ruined it by bringing in your insomnia caused by English being your
second language. I can't imagine the stress it took to lose the
ability to attend work. If it's that bad, then nothing Samsung or Best
Buy can do. These health issues need to be addressed by professionals.
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You had a good letter until you pulled your race card out. This has
nothing to do with race. You have a 1 year manufactures warranty with
Samsung and then after that the 4 year extended warranty with Best Buy
goes into effect. Your complaint should be directed to Samsung.
Also, it is defective, not defected. Anyways, I hope you get this
straightened out to your satisfaction.
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by Knuckles Posted Thu April 10, 2008 @ 10:56 AM
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If so, it seems to me your complaint is with Samsung, not Best Buy.
Best Buy isn't involved at all if the manufacturer is responsible for
repairing their product. You should be contacting Samsung directly -
there must be a channel for supporting warranty issues. Good luck.
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