Samsung Electronics Of America Quality of Parts Issue Mount Arlington New Jersey
I purchased a Samsung HLR6167W TV on 2-10-06. The TV is a big screen unit.
On June 30, 2008, the tv shut itself off, flashed a display of lamp and made a strange noise. Per the user manual it said we would need a new lamp unit which we purchased from their supplier J&J International Inc. for a total cost of $192.89.
We installed the lamp and the same problem persisted. We immediately unplugged the unit and I went on-line to see if I could get help. At that point only an on line chat was available, but they weren't able to give any answers.
I called Samsung on July 3rd for info and to get an authorized repair place. After 3 attempts they gave me a number for a location in VA even though I live in TX. After another call they gave me a local # but they only serviced major appliances. Back on the phone again and the only places they found were over 60 miles away. At that point, I contacted Best Buy who turned out to be an authorized repair center for Samsung.
Their tech came out July 8, 2008 reinstalled the new lamp and still had the same issue. He diagnosed the problem and found we had a broken color wheel. He returned on July 15, 2008 with the new wheel and installed the part. When he removed the old part, which I still have in my possession, it was glued together in a shoddy fashion as though someone had done something to the part and tried to cover it up. The total repair cost then was $346.64.
I wrote to Samsung on July 17th. I called on Aug 11th and was advised that they started a case management file and I would hear from someone. On Aug 20, I called again and was advised they would give it priority. I called again on Sept 10th and was told they were reviewing the case.
To date, I still haven't had a response from the company and any attempts I have made to find another method of contact have been to no avail. It is unfortunate that a company of this size could care less about the consumer.
Mlking14
Montgomery, Texas
U.S.A.
2 Updates & Rebuttals
Mlking14
Montgomery,Texas,
U.S.A.
Samsung Electronics
#3Author of original report
Wed, December 31, 2008
I filed a complaint with the Better Business Bureau in NJ. Not surprisingly Samsung has no rating with them. The BBB determined my complaint should be filed with the Consumer Affairs, Fraud Division in NJ. I sent in the complaint, received a reply that it was being investigated and gave them all the information they requested. Lo and behold, I received a call from Samsung wanting to know if they refunded the entire purchase price of the lamp including shipping, would I close out the case. I agreed, but not until after I received the check. I further advised them that based on the treatment I have received, I will never purchase another product of theirs, have talked numerous people out of buying the products based on their poor customer service. The check was received on December 24th and I did send a letter to the Consumer Affairs people advising them of the settlement. All I can add to this is if you have all of your receipts and facts, file the complaint. Who knows with enough pressure and complaints maybe this company can be made aware that it is us consumers who need to be taken care of and maybe you can even get some money back.
Mlking14
Montgomery,Texas,
U.S.A.
UPDATE Samsung Electronics
#3Author of original report
Sat, December 13, 2008
Since I was still upset over the lack of response and poor customer service, I decided to take it further. I went to the Better Business Bureau and not surprisingly Samsung isn't rated by them. I submitted a report and was advised that I needed to contact the Department of Consumer Affairs, Consumer Fraud Division for the state of New Jersey. At this point I have filled out the necessary forms and they are in the process of investigation. I will update this report when the investigation is through.