Report: #1022183

Complaint Review: Samsung Electronics America Inc.

  • Submitted: Fri, March 01, 2013
  • Updated: Fri, March 01, 2013
  • Reported By: mardris — chicago Illinois USA
  • Samsung Electronics America Inc.
    85 Challenger Rd
    Ridgefield Park, New Jersey
    United States of America

Samsung Electronics America Inc. Defective TV can't attach DVD Player Ridgefield Park, New Jersey

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May, 2011 I purchased a Samsung Series 4 4000/4010 19"TV  at Grand Appliances in Chicago, IL Since I didn't have a DVD player at the time I didn't try to hook one up to the TV set. On 3/1/2013 when I acquired a Sony DVD player and tried to hook it up to the  Samsung TV,  I discovered that there was only one hole for the  yellow prong from DVD player and none-- as required-- to plug in the other red and white prongs.

I called Samsung at 1-800-726-7864  to solve the problem. The first person, a woman, talked to me and a friend who is more electronically savvy  than I. When she couldn't come with an answer she  passed us on to a higher level tech. This tech, another woman could not also find a solution , gave me a transaction # 5105303593 and transferred me to another tech in So. Carolina, Ricky. He couldn't solve the problem either, gave me another transaction #5105303593  and transferred me to another department where he said they might have solutions (Executive Complaint Service?).

I had waited over an hour and a half on hold  to be transferred from the second woman to Ricky!

Diaunera, ext. 85303 in So. Carolina, said at first she would look for a replacement part. When I pointed out there was no way part could solve the problem  she said   I was no longer under warranty and the only solution was for me to pay for service out of my own pocket. When I pointed out that I had been sold a defective product she said that didn't matter the only way for me to get it fixed was to pay for service.

She obviously didn't understand the situation, was  trained only to spout memorized  answers, not think the problem through or have any  motivation to solve it.

I asked to speak  a supervisor ASAP. She said they were all in a meeting and she would have one call me later.

It's four hours later. No one has called.

Samsung has a reputation for making excellent products so it's amazing that they would manufacture and sell a TV   that was totally defective from the start. It's also  hard to imagine that Samsung would design one to which no DVD player could be attached.  And why then would the manual  as well as the back of the set  include instructions for attaching  a DVD player?

It took 3 hours on one phone call ti find out the set was defective, their customer service is incredibly awful and personnel incompetent, uncaring and poorly trained.

Since I'm a crippled 77-year old living on Social Security, I want Samsung to either  send a service  person to my home to repair or replace this set with one that can be used with a DVD player--- at their expense!
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