dando
06-25-13, 01:30 PM
My tale of woe from my recent Samsung 'customer service' experience...
First I have numerous Samsung devices in my homizzle, and consider(ed) myself a loyal Samsung customer (anything but $ony). Back in late March I ordered a soundbar through Amazon. A refurb HW-E450 (soundbar and wireless sub). No worky. Soundbar work fine, but won't connect to the wireless sub via BT. Replacement requested and received. Same deal. Upon further investigation, the soundbar does not appear as a BT device on multiple BT devices (iPod Touch, MBP, and Samsung GS 2). Evident that it is not broadcasting or receiving BT signals as described in the User Guide. First call to Samsung support in mid-April. RMA to be sent. I received a follow up call and walked through the setup process yet again with the tech support rep. No dice. RMA never received either. Subsequent calls (6 total) and one miserable live support chat later, still no luck getting them to send an RMA. Last phone contact was 10 days ago, which was still w/in the warranty period for a refurb. I was told a callback from a tech rep was needed to have an RMA issued. No call, no RMA. So, I take one last tilt @ the windmill this morning, spending well over an hour with a rep, supervisor and then the exec call queue. Long story short, Samsung will not honor the warranty, requiring me to pay for shipping and repairs to send the unit to the NJ repair facility. I was as cool as a cucumber through all of this, but when the exec support chick went away for 2-3 minutes and returned to explain that they could only offer shipping and repair paid by me, I blew my stack. This is simply the most incompetent support organization I have ever dealt with, and I've dealt with some doozies. :shakehead :mad:
-Kevin
First I have numerous Samsung devices in my homizzle, and consider(ed) myself a loyal Samsung customer (anything but $ony). Back in late March I ordered a soundbar through Amazon. A refurb HW-E450 (soundbar and wireless sub). No worky. Soundbar work fine, but won't connect to the wireless sub via BT. Replacement requested and received. Same deal. Upon further investigation, the soundbar does not appear as a BT device on multiple BT devices (iPod Touch, MBP, and Samsung GS 2). Evident that it is not broadcasting or receiving BT signals as described in the User Guide. First call to Samsung support in mid-April. RMA to be sent. I received a follow up call and walked through the setup process yet again with the tech support rep. No dice. RMA never received either. Subsequent calls (6 total) and one miserable live support chat later, still no luck getting them to send an RMA. Last phone contact was 10 days ago, which was still w/in the warranty period for a refurb. I was told a callback from a tech rep was needed to have an RMA issued. No call, no RMA. So, I take one last tilt @ the windmill this morning, spending well over an hour with a rep, supervisor and then the exec call queue. Long story short, Samsung will not honor the warranty, requiring me to pay for shipping and repairs to send the unit to the NJ repair facility. I was as cool as a cucumber through all of this, but when the exec support chick went away for 2-3 minutes and returned to explain that they could only offer shipping and repair paid by me, I blew my stack. This is simply the most incompetent support organization I have ever dealt with, and I've dealt with some doozies. :shakehead :mad:
-Kevin