Complaint Review: samsung - Ridgewood New Jersey

Tim Baxter/Steve Kim

President and CEO

Samsung Electronics North America

85 Challenger Road

6th Floor

Ridgewood, NJ 07660

August 11, 2017

Re: Robert Rifkin

Ticket # 4444289515

Dear Mr. Baxter and Mr. Kim

I am sorry to have to bother you but I have a situation that keeps going back and forth and need your assistance if possible.

I had purchased a Samsung TV UN60F7100FXZA from Marlin Appliances in Seaford, NY back in October 28th, 2013. This was my 4th set in my home as of now. The above tv was not working correctly and I called Samsung they said it was not under warranty which I understand and they asked what was wrong.

I explained that the power light kept going on and off. They had me do a bunch of checks and finally said it was worth fixing that is was only the power supply board. I asked for a service center they said just look one up that is authorized. I did that it was TV Repair Man.com. I called 347-517-1749 they sent out a tech. The tech came and said that it was my power supply and that he did not have one there and would be back the next day. I gave him a $100.00 deposit cash. The next day I called him and he said he had to order the part and it would be in Tuesday. I called him Monday and he said he would be there Tuesday so I waited. Wednesday, he called back and said he would be there later. He never showed up and would not answer his phone. Anytime I called all 3 numbers from different phones he hung up.

I decided to open the back up and found that he took both the main and power supply boards with him and my deposit. I know that is not your responsibility but your company assistance is and it is very poorly handled.

I called back Samsung Tuesday night and was on the phone for about 45-1 hour and he hung up on me.

He said he was getting me another service center which he did not. This morning I called again they gave me another service center Home service network inc to call and I did and pressed the ext for the Great Neck repair center. It said it was closed. I went on line and saw it said closed. I called Samsung back again and asked for the parts dept. to find out how much the parts would be and if it was worthwhile fixing now that I found out the first service man stole both the power supply board and the main board. They gave me a price and I asked if I would be able to put it in. they said to call Samsung tech back and ask. I called back and after going back and forth they said it would not be advisable for me to do it.

I then went on line again to chat with your reps asking for your email address and all they did was go over everything again. They handed me from one rep to a supervisor to another supervisor.

I am in customer service and have never never had an experience like this before.

I just requested for a discount on a tv since I did not know how much it will cost to fix this one and no reply to that request.  I then got a call from Home Service Network Inc saying they would be there Tuesday. So now I am waiting until then to see what happens.  I have been a loyal Samsung customer for many years and now am wondering if I made a mistake. I have a total of 4 TV’s 6 Samsung phones and my son also has 2 Samsung tv’s of which one had to be replace and 4 Samsung phones.

On August 15,2017 Home Service Network came to fix my Samsung UN60F7100 TV. The first person who took my boards suddenly left them in my mail box. The Repair man that did come put them back in and said it was not the boards at all but the screen. He quoted me approx. $700.00 to repair. His suggestion was to replace the TV rather than fix it with all the new technology out now.

So I again attempted to call Samsung starting at 12:20PM until 3PM. Each time I spoke to someone different the first one was Anthony who I explained the situation to and said he would get me to the proper department I thought it was the ECR but he said that it was the E Commerce Department if I am correct. Well when he went to transfer me I was hung up. I called back spoke to a Michelle the same thing happened, then I called back and spoke to someone else I did not get their name again I got disconnected. I called back again and spoke to a Magellyn the same thing happened again, then I called back and spoke to a Michael each one assured me they would stay on the line till I got to the right department. I was again disconnected. I called back again and spoke to a patine who again assured me.

This time I insisted on a supervisor which at first, she did not want to do. I was left on hold for over 20 minutes and then she came back on and said she was connecting me well guess what I was disconnected again. Each time from the beginning I was asking for your email address which no one would give me!

So, I looked up the address in NJ and sent you a letter. That was on the 11th of August.  Then I got someone finally on the phone that said Samsung’s policy is not to give any compensation for my troubles she was nice enough to give me Steve Kim Address and the email of the Office of the president.

I know that my TV was out of warrantee and did not expect anything until I had to go through all the aggravation for hours to find out that the company doesn’t care if the consumer is right or wrong they offer nothing.   I have been without the TV for over 2 weeks and finally I did go to a PC Richards on Frances Lewis Blvd, Bayside, NY and the Salesman Bob that I talked to tried to help me out. He did say that Samsung was the best TV and convenience me to purchase one that was 1999.99. Because they were out of the TV now what they kindly did was loan me a 55” TV until it does come in.

When I had a situation with Verizon they were great. Customer service and even the Vice President followed up to make sure they corrected everything and more.

I have been in the service business all my life my and never have I treated a customer or client in this matter.

I know you are an extremely busy person but had to contact you and let you know how your company handles issues.

Besides all the above issues. I was set up with an appointment with one of your authorized services directly from your company. The serviceman came and said that my screen was no good and that I would have to pay $700.00 for a replacement one. He charged me $65.00 for the service call. I then went out and purchased a new Samsung TV for $2000.00 just to find out that my son looked at the old one and opened the back and said it was the power supply board. I ordered one and put it in and the TV works just fine. So, it cost me $2000.00 for a new TV plus the service call of $65.00, $185.00 for a main power board and numerous hours on the phone with your technical support.

I cannot believe that a company of your size would just push all this off.

I have sold cars for Cadillac for many years and have been one of the top 10 in the Northeast, never did I just push someone away and not find a resolve unless someone was completely unreasonable. I now own a Home Care Agency Great Neck Executive Home Care and make sure that all or any issues that occur are resolved immediately.

I have never posted anything negative like this before but feel that the public needs to know how we are treated. 

The reply I got below is not satisfactory in my eyes.

Here is what the response is:

From Mr Marvell Goodgame

Hello Mr. Rifkin,

Thank you for contacting Samsung Electronics of America, Office of the President, we appreciate the opportunity to respond to your concerns. Your feedback is very important, as it allows us to better understand how we can improve our consumer’s customer service experience. We are sorry to hear that you’re experiencing an issue with your Samsung television. We know it is frustrating for any product to fail, whether in-or-out of warranty. We certainly never like to her of any of our products failing at any age.

Samsung believes in building quality products and we apologize all your expectations of us have not been met.

We value our relationship and are committed to providing the highest level of service simply because our customers deserve it. We will utilize your feedback to consider possible changes and enhancement to our current policies and procedures. Again. I’d like to apologize for any inconvenience this situation may have caused. Thank you for your time.

Respectfully,

Mr Marvell Goodgame

Office of the President

How would you feel if this is the response you received?

Sincerely,

Robert Rifkin