This issue is regarding order number dep*****q. Order date, February **, ****. I would...

GetHuman743224's customer service issue with Samsung from June 2018

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Help with my Samsung issue
Before contacting them, items GetHuman743224 may need:
Order number (if applicable), Billing address, Phone number on account, and Email address
GetHuman743224's next move: have a Samsung rep call.
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The issue and preferred resolution, in GetHuman743224's own words:
This issue is regarding order number dep*****q. Order date, February **, ****. I would appreciate if Samsung took back the broken tv it sent to me and refund me.* I bought a tv that when received was damaged and broken. On the day of receipt, myself and a friend tried removing the tv from its box. This was impossible because, unbeknownst to me, the stand, remote, and paperwork were pinned against the tv frame at the top. This had also produced a golf ball sized hole in the tv in the top right corner where it was pinned by the accessories. In fact, I had cut myself on this, which I reported in the initial phone calls I made to Samsung customer service. I could not hoist the tv out at this point. To remove the tv we had to break down the box it came in. We did this with some abandon as we were frustrated at the situation. After getting the tv out we got a clear understanding of the how the tv was packed and how it produced the hole. At this point I cleaned up the gl*** that had fallen on the floor, placed the tv accessories in a plastic bag and placed the tv on my porch. **I called Samsung the next day if my memory is correct and told them this exact issue. I was told that I could not be sent an empty box to put the tv in. During another I call I was told that I should build a box and that they could not send a FedEx or ups driver to pick up the tv. My car is not large enough to fit a **-inch tv in to drive to ****p it. These suggestions were unacceptable for my physical cir***stances. Samsung never took responsibility for ****pping me a broken tv that was hazardous to even try and open. Instead I was left with the responsibility to pay for construction of a box or purchase of a box without any reimbur*****t and without any consideration of my physical inability to complete these tasks. This gave me no actual way to return the broken tv to Samsung. These conversations with Samsung carried on until the end of February, I believe February **th. **At this point I felt as if Samsung was no longer giving me any viable choices. Since I purchased the tv through Samsung’s td bank credit account I opened a dispute with the explicit purpose to simply get the tv picked up and returned. The dispute was opened on May *st online and through letter by mail. Each time I called in for an update I was told that there were no updates and that the dispute would take up to ** days. It is now June *nd. This morning I called in and was told that the dispute was ended and not in my favor. **I called Samsung customer service on June *nd and was told that there was nothing they could do or discuss since the tv was past the **-day return period. **All I have wanted was for Samsung to take back a tv that they sent broken and unfit for use. I have been given excuse after excuse as to why I would need to be accountable for their mistake. I ask that someone at Samsung remedy this situation in my favor. Please.
I trust that Samsung will make this right and come up with a resolution that is fair.
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Samsung

Customer service issue
Reported by GetHuman743224
Jun 2nd, 2018 - 2 mons ago
I have an issue with Samsung too
Not resolved
Seen by 1 customer so far
Similar issue to 245 others
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Timeline
GetHuman743224 started working on this issue
Jun 2nd 7:19pm