Samsung Canada
Consumers need as many forums to share their customer service complaints as
possible and the addition to others such as Ellen Roseman’s at the Star can
only help get the word out about Companies that appear more concerned about
the bottom dollar than ensuring their products last a reasonable time, or
address known defects and issues with consumers interests at heart.
I offer the example of Samsung Canada‘s refusal to support owners
experiencing a KNOWN issue (on/off clicking at power up, created by faulty
capacitors including #CM852 & CM853, and possibly others on the power supply
board) by repairing the defective units.
Initially Samsung denied the existence of the problem or indicated “We have
confirmed with our Quality Control department that the model you own does
not exhibit any widespread issues that may cause concerns.” Denying it
became more difficult when faced with the evidence of numerous internet
reports by owners and when I noted one of their own Samsung repair techs
started a forum discussion on CNET and initiated a 50 customer investigation
in September 2009 to determine why the capacitors are failing in a variety
of Samsung LCD Tv models, often shortly after warranty expiry.
http://forums.cnet.com/5208-13973_102-0.html?threadID=357687
Some owners have been successful in getting Samsung to repair the problem
but in Canada, the Office of the President’s rep Ahmed Yahiouche states “Our
decision will stand,” in response to a request that his superior review the
claim since based on how he handled the claim, it appears he didn’t bother
reading the claim to learn we were out of warranty when we initiated it, yet
he proceeded to request information to consider the claim, and then denied
it ‘due to the expiry of your limited warranty’.
His office has been provided the links to the CNET Samsung Tech’s thread,
where it is acknowledged a widespread problem with Samsung TV’s exists.
Ripoffreports where another owner received a similar cut and paste
response from him months earlier, and other forums discussing the on/off
issue.
Samsung has failed to acknowledge there is an implied product warranty and a
reasonable expectation that their products last more than a few months
beyond the 1 year warranty…or perhaps Samsung does only expect their
product to last just beyond the one year manufacturer warranty and owners
are unreasonable in their expectation?
All imo (in my opinion).
Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.
April 24th, 2010 at 1:21 pm
I purchased a 50 inch Plasma Samsung TV last June 2009. The plasma screen cracked as well in December 2009. No evidence of physical damage. Samsung first said it was normal wear and tear. So we argued that it was still under warranty. I had the TV less than 5 months. As well they refused to send a technician to look at it because I am from a small town, but they do sell the TV’s here. So we sent in pictures as per request of Samsung customer service. Then then changed their story and said it was physical damage. To top it off, the customer service rep refused to even talk to us anymore to try and explain their decision.
So after a month of fighting and getting nowhere, we went to the business where we bought the TV. They told us they would fight Samsung over this issue. After a week they told us the same thing. So now I was supposed to just accept the fact my TV was broken and walk away, however, the fight was not over. My girlfriend messaged the head office of the company from which we bought the TV, and they said they would try and work with samsung to resolved the issue. Two months of waiting to find that Samsung refuses to answer them as well.
So we made arrangements to have the TV driven to closest city 3 hours away, where it was taken t an approved Samsung repair center. Their technician says it wasn’t our fault and forwards the paperwork to Samsung. STILL Samsung refuses to replace our TV. They say they are going to still go by the pictures, instead of listening to the repair center. We immediately launched a complaint with the Better Business Bureau. I advise everyone else to do the same. Get the word out how crooked Samsung really is to everybody.
April 30th, 2010 at 9:16 pm
My husband bought me a computer monitor in December 2008. Through circumstance I did not connect it until about five months later.
At first the screen appeared O.K., but after about a month the screen didn’t appear to be as bright; I thought it was my imagination. However, by November of 2009 it was apparent that there was a problem and I called Samsung. I got the call centre in the Southern USA.
The Samsung representative I spoke to there was very affable and told me to return the monitor for repair. I did so. About six weeks later I received a parcel containing a monitor similar to the one I had returned. It wasn’t my monitor but a second-hand substitute that was scratched and very used-looking.
I phoned the Samsung call centre again, and once more received a helpful and affable response. This time, I was told that even though Samsung has a 1- year warranty on their monitors, I would only get a used replacement as they only give new product in the first 3 months of the warranty. They would give me another used monitor if I returned the replacement.
To cut a very long story short, I am now on my third repacement; each monitor they’ve sent me has been substandard to the original one I sent to them. They’ve all been scratched, have had missing bumpers on the base, and one was filthy.
I think that as I sent them a monitor that was, except for the fading screen, in excellent condition, the very least they should do is give me replacement of the same standard. I also feel that they should publish the warranty on the OUTSIDE of the model box so that customers are aware that they will be getting a second hand…they like to call it ‘refurbished’… replacement.
Yesterday I received an email from a person at Samsung Canada(I managed to source his number through a business investment site). His response to my 5- month wait for a replacemnet of equal condition to the one I had initially sent them? You guessed it: send back the model I now have; they will send me a larger replacement model…but it will be previously used.
I will NEVER buy anything else from Samsung. As far as I’m concerned they have no business ethics and, despite their very nice call-centre reps., their customer service STINKS.
I’m old enough to remember when a warranty covered repair of the product or a new replacement. Anything less is not acceptable. It leads me to suspect that Samsung is aware of problems with their products and are out to scam the unsuspecting buyer.
Used and abused in Canada
June 17th, 2010 at 12:22 pm
Sad, we purchased a brand new Samsung dishwasher for our new home four weeks ago and out of the box, the machine did not work. Had a fault that could not be repaired. They have a customer service no. based in the U.S. and no one in a position to help you or offer any information. You will have to chase them for weeks. Its our fourth week and the new faulty machine lines half opened in our home. Never again a Samsung, you are better off purchasing locally where you can be assured of getting your problem fixed earlier.