Gentlemen -**I am going to be forced to file a complaint with consumer protection in PA...

GetHuman-jonatheb's customer service issue with Samsung from August 2018

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The issue in GetHuman-jonatheb's own words
Gentlemen -**I am going to be forced to file a complaint with consumer protection in PA, over claim ***********. My oven, which has been approved for a warranty replacement, literally sets things on fire and has been unusable for * months. I believe I made the original warranty call in the late winter of ****, and then made a second one in March. After a FOUR month period with no return phone from either customer service, or the vendors that were sent to repair my range, the summary of what is likely to be a lengthy series of notes is that until today (literally) I was told that *) My warranty covers my range, *) Samsung chose to not repair it, *) that I am authorized for an exchange, *) That I have to both pay someone to uninstall my current gas range AND to come back and hook up the new one, and that *) While Samsung will provide the courtesy of installing the new one it refuses to do so since I can't find the installation receipt from ** months ago when I installed the original defective oven (despite the fact that no one told me I needed that piece of paper after the first four months of the warranty, a year after it was installed in the first place.)**To make matters worse, the manager I spoke to today (Burrell, who was supposed to call me back three days ago but happened to be the manager I was transferred to when Samsung called me today to schedule the replacement) confirmed the above, indicated that without the proof of payment of the original installation that the new installation would be my responsibility, and then said "Well, instead of giving you the exchange I can just send out a repair tech." I said "I have been waiting for an exchange for four months, and NOW you want to try to fix it?" I asked for copies of the notes of all of the conversations so I could present them to PA's consumer protection folks - to have a warranty claim that was both confirmed AND yet refused at the same time is actionable. He refused to give me the notes.**By the way, Burrell justified the original paperwork position by saying "Some people have installations done for free. To install the new one, we need to see you paid for the last one." This position was ridiculous. If I somehow managed to have someone install the last one for free (I didn't), that fact would have no bearing on whether Samsung was being unfair by somehow saying that impacted my inability to get the NEW one installed for free. You know, the new on that Samsung has been promising me for four months.... Ridiculous....**I am hoping someone on this email has the sense to rectify this - I want a working oven, and have been waiting in vain for customer service for * months. I have Samsung appliances all over my house. I won't be buying anything with that label again unless someone decides the above is as nonsensical to Samsung as it is to me.
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Samsung

Customer service issue
Reported by GetHuman-jonatheb
Aug 10th, 2018 - a yr ago
I have an issue with Samsung too
Not resolved
Seen by 4 customers so far
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GetHuman-jonatheb started working on this issue
Aug 10th, 2018 10:15pm