Samsung 85 Challenger Road
Ridgefield Park, New Jersey United States of America
Samsung Would not replace the broken product with a new one instead replaced it with a recondition product. Kept the money I paid for the new product. Ridgefield Park, New Jersey
I bought a Model HT-6500W\ZA Blue Ray/DVD -3D Player. I couldn't get the door to open to the unit when I tried tried to load and play the first DVD. I called the Customer Service Department for technical support we tried a couple of fixes.
I was told someone would contact me within in 24 to 48 hours from the Specialized Technical Support Department. I contacted the Customer Support Department a second time after waiting the 48 hours to hear from the Specialized Technical Support Department by phone. A different Customer Service Representative answered, we also tried a
couple of fixes through her hurried instructions to no avail. I was told a form was going to be sent to me by e-mail and I should wait for the Specialized Technical Support Department to call me as I was instructed before. I then tried to get on the internet as my model player had the ability to do so but that didn't work either. I waited one week since my initial call to the Customer service Department for a call back but no phone call or email was received as promised by
the second Customer Service Representative. The lack of response at this time from Samsung and the products failure caused me to look into returning the unit to the store of purchase. I was informed by the store of purchase I lost the ability to return the unit for exchange or to get my money back. This occurred because I waited for the Specialized Technical Support Department to call me back which caused me to exceed the number of days allowed to return the unit
under the stores return policy.
I called the Customer Service Department and asked for a new unit or my money back. I was then transferred to the Samsung Customer Relations Department. I ask the representative for a new unit or my money back. They refused to
replace my unit with a new one or to return my money even after I informed them it was their fault I was unable to get either of the two options from the purchasing store because of the Specialized Technical Support Department had failed to contact me within 24 to 48 hours as promised. The Samsung customer relations person informed me I was scheduled for service on (blank date). The date I was scheduled for and was never told until this phone would be thirty days from my initial phone call a far cry from the 24 to 48 hours I was promised to be contacted by the Specialized Technical Support Department. I asked the Customer Relations Representative why wasn't I told about the scheduled date in my initial conversations. The Samsung Customer Relations Person told me you should have been told, I apologize. I
have to admit I did get a lot of apologies from Samsung Representatives . They were good at giving apologies unfortunately it did not get my money back or a new unit. The best the Samsung Customer Relations Person could do was to send me a return label so I could package and send the unit back to them for service.
This is an unacceptable resolution as this unit will now become a recondition product which I did not pay for. I paid for a new unit. Samsung needs to exchange my defective unit with a new unit or offer a price discount and refund the
difference to me in form of a check. because you are intending to send me back a recondition unit when I paid for a new unit. The right resolution is exchanging the broken unit with new unit of the same model or newer model or my money back. This has been the worst customer service interaction I have ever experienced with any company not, to
mention the worst resolution on a purchase of new product in which I paid over $500.00. Samsung you are basically taking my money for a new product and giving me a recondition unit.
I tried to contact the Samsung Corporate Offices using the Corporate Phone Number available. The Samsung Corporate Offices seems to havefound a way not to have you contact them by having a recording tell you, all circuits are busy
try again later when you call or they have so many unhappy customers calling them their phone lines are truly being over whelmed. To top it off when you ask for a Corporate Office number to call from the Customer Relation Department they give you an e-mail with the word president in the e-mail name. I guess they figure if your sending your compliant by e-mail to the Samsung Corporate President as they want it to seem you are you will have a quick response or resolution
to your compliant in the near future from the Samsung Corporation President. OH! PLEASE! ,You think this will resolve customer complaints on your products. The damage is done and the very poor opinion of your products and company's customer service policy and practice will be widely know in time by future customers. In other words it will catch up with you.
This philosophy and/or policy practice by Samsung Corporation will surely result in the Samsung company not being in business in the future. I will never buy any of your products again.
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