So, in what I hope to be the penultimate chapter of this lengthy story with Samsung, I’m inching toward being able to watch television in my living room again.
Today, someone from customer service actually called me. I was expecting, to be rather honest, another complete blow-off, but sure enough, this afternoon, I got a call.
Here’s the deal: Samsung is going to replace the power supply, free of charge. This, to me, is pretty awesome (and responsible of them, since it’s a known problem), and was unexpected. I will have to pay for labor costs, which is only fair. My broken Man TV just went from a $450 repair job to a $150 repair job, by the time it’s all said and done.
Is Samsung in my good graces? Not yet. Too much could happen on the day the tech comes to repair the TV, as in, “Oh, I don’t have that deal on this sheet” or what was quoted as $130 worth of labor turns into $260 worth of labor. But, I made it clear today that while I accept their remedy, I do not want to pay more than the quoted price for labor. I was assured, many times, it won’t be more than $130, plus tax. In Maryland, that’s going to cost me about $137.80. I have a name and number of a direct contact at Samsung should something go to hell on Thursday, thankfully.
So, what initially was a very, very disappointing situation has turned around because Samsung’s customer service decided to step up and replace the defective part at no cost to me. I’ll be much, much happier Thursday night when I’m sitting here in this chair, but with the NFL Network in HD back on the screen at my 1 o’clock.
Popularity: 1% [?]
Good things are turning around. I will keep my fingers and toes crossed for ya that all works out on Thursday and it does get fixed the price quoted.
I told you your blog/twittering would get something done! WOOHOO! (BTW, you are not a pessimist, you are a REALIST!)
[...] It’s probably done wonders for my friend Jacque over at GirlofWords and her issues with Samsung and her [...]
I love the chickens.
for the record, I’ve been drawing these chickens all 8 hours i’ve been at work.
Ty, Tracey: Yeah, seems to be going along much better than I ever hoped. I’m just happy by this time next week, I’ll be watching TV in the living room. Hahahaha.
Fury: Cartoon on. I love this pursuit.
Now if only my experience with Canon can be as good. My 5D failed last weekend with an issue related to a known defect and a recall.
So far, my experience with Canon has been better than Ford. Although sending a camera to the depot to be repaired usually results in me having to purchase more hardware for my photography business. And with a critical shoot in 3 weeks for my employer, Canon will get the money for another DSLR body.
That makes 4 DSLRs. Ouch! Amy will pitch a fit with this money pit.
Haha congratulations! Twitter truly has changed the way companies interact with their customers (except Samsung who blows you off anyway)…
Clearly, Samsung is capable of providing a positive experience to their customers… but are only moved to do so when it will mitigate bad publicity.
In the short term, I’m sure it makes financial sense to grease only the squeaky wheels, and try to satisfy the people who spread complaints about their technical support via social media.
In the long term, however, how many customers do they lose when people encounter the same poor service and respond by vowing never to buy Samsung merchandise again?
When a lightning strike fried my Hauppauge TV capture device (even through a surge protector), they replaced it, no charge, no questions asked – and they shipped the replacement unit out before they’d even received the dead one. And then, to my surprise, they did it again six months later after another electronics-killing thunderstorm. That’s the kind of support that builds a loyal customer base. If they’d acted like Samsung initially treated you, I would undoubtedly have moved on to a different brand.
JSB: Exactly. I think about all of the people from the CNET threads, especially, who have this exact problem. The hundreds of posts over there show this is a real problem, but instead of taking a lump and issuing a full recall, they don’t. Something is clearly wrong when thousands of televisions just independently start blowing up and all for the same reason.
Am I inclined to buy another Samsung? No. Mostly because even with an extended warranty, it’s not worth the risk and it’s not worth having to weave through their blocking squad to get someone to own up to making a mistake. Having to run a gauntlet of customer service (even when it ends in your favor) isn’t worth it, really. I’m really happy to be getting my TV fixed at a price I can afford, but this cost them more than just the price of a part, if that makes sense.
I’m keeping my fingers crossed on our Samsung. We bought it in November of 2008. No problems yet. I’m proud of that “squeeky wheel” that exists in you. Keep up the good work. Love you.
My fingers are crossed, too. I’d love this to be over Thursday. Seriously.