Complaint Review: Samsung Electronics USA

I had a Samsung SC-D23/XAA camcorder that on an intermittent basis would not work. I originally paid around $400 for it new in 2004. I went on line and found that Samsung had an exchange program for that model camera as it had a manufacturing defect in the CCD (charge coupled device). I phoned Samsung and they confirmed that my camera did qualify to either be repaired or exchanged for an equivalent model. I opted for the exchange.

I received an email with a UPS label and sent my camera to Samsung a day or two later, This was the beginning of September 2009. I waited about a month before making my first call to find out what was taking so long as I was told it would be about two weeks from receipt of my camera until a new camera was sent. The run around now began.

I was first told that they had not received my camera. I had an email from Samsung that stated the contrary and told the rep. She then said that it hadn't been posted to their "system" yet but assured me that once it was, a new camera would be sent out within two weeks. Three weeks elapsed with no camera so I called Samsung again. I was told the same story about not being posted to the system. I told the rep that this was the same story from 3 weeks earlier and she assured me that she would make sure it was posted. I stayed on the line until it had "been posted" and she told me I should see a new camera in about 2 weeks.

I waited another 3-4 weeks before making my next call. I asked to speak to a supervisor and was told that they couldn't do that but that someone would call me. Two weeks later a "supervisor" called me and provided me with absolutely nothing, not even a tentative date when I might get a camera. She told me that they were "having problems with their warehouse" and she couldn't give me any more information than that.

Monday January 4, 2010 I emailed their service department to see if I could get anything out of them. Today, January 7, 2010, I received a call from a Samsung representative. He informed me that I would not be receiving a new camera and that all Samsung could do was offer me $100 which was prorated due to the age of my camera. I asked if they still had my old camera as it did work intermittently, but was told that it had been trashed. I told him I didn't want the $100 as this was not what the original agreement was.

So the end result is I spent $400 for a camera which had a defect due to nothing I did. I then in good faith sent the camera to Samsung on the premise of an exchange. Samsung then threw it away and I have nothing in return. Had I known that this would be the end result I would never have sent them my camera. If they had no intention of sending a replacement camera why didn't they just say so and return my old camera??? This is just plain robbery.