Problems with our tv from the very start, it "shuts off on its own". We have ** calls t...

GetHuman997269's customer service issue with Samsung from August 2018

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The issue in GetHuman997269's own words
Problems with our tv from the very start, it "shuts off on its own". We have ** calls to your customer service department (* (***) ***-****) to address the issue with this tv (approximately ** hours and ** minutes on the phone with Customer Service for ONE issue). The following is the responses we have received:**. It is an electrical problem and I will need to call an electrician (it wasn't)**. It's a cable provider issue, and I will need to call them (it wasn't)**. It is a internet problem, and I will need to call the provider (it wasn't)**. It is a problem with the entertainment system, I will need to call the installer (it wasn't)**. It is a software issue, and Samsung is going to send us a "flash drive" with software to "fix the issue", further stating that the issue is "common". After waiting for a month and not receiving anything we called back and were told that our warranty had "expired" and that Samsung couldn't help us. At this point we asked to speak to a Supervisor and they apologized for "dropping the ball" and said they would send out this flash drive to fix the issue again (even though it was never sent I the first place). Again, another long wait and still no flash drive, and when we called to follow up we had the rudest customer service rep tell us again "your warranty is expired", so we asked to spoke to a Supervisor and he then said "Why? They are not going to do anything..." this went on for about * months, we were informed that Samsung would send us the software to fix the issue and we would NEVER RECEIVE IT. Oddly enough, I recorded all of the phone calls for my records and every time we would call back requesting to speak to a Supervisor by name, we were informed "there is no supervisor working here with that name". Finally * weeks ago, I called to follow up with the flash drive and were again were told that they cancelled the order due to "out of warranty", after speaking to Supervisor Timothy, he gave me his word that he would personally package and mail me the software going as far as to attach a tracking number. I received the package today, it consisted of only a badly photocopied owners manual (no software)! Again, another call to customer service, finally after speaking to numerous "Supervisors" I was forwarded to the "escalated issue dept" were I spoke to Samantha. She informed me that " Samsung does not send out software", imagine my surprise after waiting for eights months...... Samantha has made arrangements for a tech to come to the home to asses and repair "hopefully". **My question to you is this, WHY? Why did we have to go through this? Your company (via its customer service department) has proven itself to Untrustworthy, Liars, and Despicable towards it customers. I am a Custom Home Builder here in Laguna Beach, CA. For the past ten years I have showcased Samsung for it's TV * Appliances to our customers because of the quality, after this horrific experience we (along with other Contractors in our area) will not long use Samsung products in our homes. Please I do not share this to be spiteful, We have made this decision because we never wish for our customers to have to deal with what we have personally endured for over a year.**Regards, *Domenick
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Customer service issue
Reported by GetHuman997269
Aug 15th, 2018 - a yr ago
I have an issue with Samsung too
Seen by 3 customers so far
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GetHuman997269 started working on this issue
Aug 15th, 2018 11:52pm
GetHuman997269 indicated the issue is not fixed yet.
Aug 17th, 2018 3:38am