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Report: #1502542

Complaint Review: SAMSUNG USA -

  • Submitted:
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  • Reported By: Susan — Richardson TX United States
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I spent 2 hours on the phone and your customer service hung up on me! I do not want a repair on a sound bar that was less than $200 I want a replacement, I have spent over $4K on TV and Sound bar equipment  IN 2020M and the new galaxy Chromebook  I purchased on 12/2 to be hung up on!!! THIS is not customer service  especially over an item that is less $200; This means you do stand behind your product.  1K chromebook shipment will be refused especially after the representative refused to escalate or address my issue.  I DO NOT WANT A REPAIR!!! I WANT NEW UNIT OR refund!!!

From: hubbard-susan@att.net <hubbard-susan@att.net>
Sent: Thursday, December 3, 2020 5:26 PM
To: 'JohnChoDirector@sea.samsung.com' <JohnChoDirector@sea.samsung.com>
Subject: FW: Samsung Nightmare - 512534930
Importance: High

It seems like anytime I purchase a product from Samsung.com there is always an issue.  In 2019 I was denied a rebate due to a glitch in your company’s website on financing. Please see the email string below.  The only resolution was an offer of a $300 promo which I never received.  At the time I was so livid that I didn’t care because I felt that your company had taken advantage of me.  Fast forward 2020 against my better judgement I purchased a 43 inch TV and a soundbar in August.  The soundbar (order number US037733851, model number MODEL NUMBER: HW-S40T/ZA) has always been problematic since it was purchased and several calls have been made to Samsung technical support because the unit does not always power on.  We purchased the inexpensive unit for a guess bedroom that is rarely used and we had no idea how long the unit had not work until Thanksgiving Holiday Weekend.  The unit was delivered on August 9,2020 so unit is only 3 months old.

I called Samsung and enter case number 5126349240.  Your company response is that only option is to send the unit for repair, my husband and I feel this unacceptable as we feel the unit was defective from the beginning. Please refer to call record for previous calls placed on the unit.   After reading the reviews on this unit our mistake was in choosing this model, but remember this was for a bedroom.  In our mind the inexpensive units should be produced with the same quality and workmanship as the more expensive audio units. 

After your company refusal to honor the advertise rebate due to issue on the Samsung.Com Website, when I purchased my Washer/Dryer.  I never received the promo code because I said I did not want it but as jester of goodwill it should have been sent to rectify the mistake your company in the website which did not allow me to get the rebate on my washer/dryer because they had to be purchased separately to get the advertise finance rates. Now I have a soundbar that is only 3 months old and it will not power on and your company wants to fix the unit even though we only used 1 or twice due to location.  I purchased on 11/30 $700+ Chromebook for my grandson Christmas present, but will be promptly returning if I do not get an acceptable resolution to my issue with the defective soundbar..

I have given your company another chance in good faith and yet again I am getting an unacceptable resolution.  The Soundbar was only $150+ dollars please refund my money or provide a new reliable unit is the only acceptable resolution. 

I have called and requested to be transferred customer executive support and they are refusing to transfer the call even though I have asked numerous time for call to be transferred.

I can be reached at 214-693-4920,  If I do not hear from your company by 12/3 the Chromebook will canceled or the unit will be promptly sent back and we go with another more ethical and reliable company.

Regards,

Susan Hubbard

This report was posted on Ripoff Report on 12/03/2020 06:01 PM and is a permanent record located here: https://www.ripoffreport.com/report/samsung-usa/hwst-ch-allinone-soundbar-1502542. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
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#3 Consumer Comment

Samsung's Offer Is Well Within the Terms of the Warranty Agreement

AUTHOR: coast - (United States)

POSTED: Sunday, December 06, 2020

The BBB will inform you that the HW-S40T 2.0ch All-in-One Soundbar (2020) warranty terms posted on the Samsung website state:

Samsung will repair or replace this product, at our option and at no charge as stipulated herein, with new or reconditioned parts or products if found to be defective during the limited warranty period specified above.

Don't be a jester.

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#2 Author of original report

I'm filing a report with BBB

AUTHOR: Susan - (United States)

POSTED: Friday, December 04, 2020

No sure who you are but not willing to accept repair, I you read my email then you know I contacted Samsung when purchased the unit and it was not working and they go it working.  I do not have to explain why I not accepting a repair and Samsung does not stand behind their products or what they advertise on their  websit.  

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#1 Consumer Comment

Tone It Down

AUTHOR: coast - (United States)

POSTED: Friday, December 04, 2020

"This means you do stand behind your product."

That is correct; they do stand behind their products so accept the warranty repair.

"The soundbar…has always been problematic since it was purchased" directly contradicts, "we had no idea how long the unit had not work until Thanksgiving Holiday Weekend"

You knew four months ago.

"The unit was delivered on August 9,2020 so unit is only 3 months old."

The unit is four months old. (12-8=4)

"I never received the promo code because I said I did not want it but as jester of goodwill it should have been sent"

That's vacillating and indecisive. A "jester" is a fool. Perhaps you meant 'gesture'.

Posting your name, email address and phone number on a public site is inadvisable.

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