Complaint / review text:
I purchased on 40" Samsung TV from Costco. A year later, there was an issue with the picture, so I contacted Samsung as the TV was still under warranty. As a result, the TV was repaired and the LCD panel was replaced.
A year later, the screen became an issue again. More specifically, when turned ON, the audio on the TV worked fine, but the video or picture would appear for a second or two then screen would go black for 5-7 seconds (while audio played). I contacted the original authorized repair centre that made the initial repair and was advised that the cost to repair would be about same as cost of new TV. I then contacted Samsung on and was informed that because the warranty period had lapsed there was nothing that could be done.
I asked to speak with the Executive Customer Service Department in hopes of appealing to Samsung's good will and good faith. I indicated that I was a loyal customer and that I understood that the warranty period had lapsed and that Samsung had no legal obligation to assist me. However, I noted that a TV that had to be serviced twice due to LCD panel within a 2.5yr period was not likely the quality assurance standard that Samsung was striving to achieve. I asked whether Samsung would be willing to cover the cost of the part required for repair, and that I would be willing to cover the cost of labour. While the Supervisor indicated that Samsung does try to assist customers whose warranty has lapsed by 3-6 months, that it had been over 1.5 yrs since my warranty had lapsed, so he could not help.
Before ending the call, I asked whether an exception could made or anything else could be done to keep me as a loyal and satisfied customer, but was told there was not. At this point, I indicated that Samsung lost a customer.
I appreciate that CSR's have very difficult jobs - managing customer dissatisfaction and expectations, along with internal company policies of how such complaints are to be handled. However, I honestly thought that Samsung might be interested to help address an issue with a product that would fail by any QA measures in terms of its performance/reliability.
I intend to replace (rather than repair) the TV in question with a non-Samsung model. Additionally, as all our other Samsung products reach the end of their life cycle, I will be replacing them with competitor's products.