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View Full Version : Electronics What is the best way to deal with Samsung's customer service?


The Bad Guy
08-03-2008, 10:33 PM
I purchased a 61 inch slim fit DLP TV last December from Samsung. It had a bowing issue.

I returned the set to get a new one through the site I purchased because Sammy said basically that it could have been damaged from shipment.

Well, the new one bowed as well. This one was actually worse, but Onecall.com said I would have to deal with Sammy on it because it's a design issue.

I've called Samsung 3 times over the last couple months. The last 2 times were to get techs out here to fix this problem. The techs said there was nothing they could do to fix it. The bottom two ends are bowing down because obviously the weight isn't distributed properly in the casing, which is causing the bottom of the screen to be curved. It's not a huge issue when watching, but I worry about the problem when the warranty is up when it keeps bowing to the point that it damages the TV. Samsung refuses to even say this is an issue, but upon a simple search on google, tons of people report this problem.

I talked to Samsung last week and told them I wanted to exchange the TV for a newer model that doesn't bow. I'd like the bigger model, and am willing to pay for it, but I haven't had positive conversations with them.

If they refuse to do so, should I contact my credit card company and have them go after them? I've never really had a major electronics purchase like this be a problem so any help is appreciated.

'Hamas' Jenkins
08-03-2008, 10:40 PM
I purchased a 61 inch slim fit DLP TV last December from Samsung. It had a bowing issue.

I returned the set to get a new one through the site I purchased because Sammy said basically that it could have been damaged from shipment.

Well, the new one bowed as well. This one was actually worse, but Onecall.com said I would have to deal with Sammy on it because it's a design issue.

I've called Samsung 3 times over the last couple months. The last 2 times were to get techs out here to fix this problem. The techs said there was nothing they could do to fix it. The bottom two ends are bowing down because obviously the weight isn't distributed properly in the casing, which is causing the bottom of the screen to be curved. It's not a huge issue when watching, but I worry about the problem when the warranty is up when it keeps bowing to the point that it damages the TV. Samsung refuses to even say this is an issue, but upon a simple search on google, tons of people report this problem.

I talked to Samsung last week and told them I wanted to exchange the TV for a newer model that doesn't bow. I'd like the bigger model, and am willing to pay for it, but I haven't had positive conversations with them.

If they refuse to do so, should I contact my credit card company and have them go after them? I've never really had a major electronics purchase like this be a problem so any help is appreciated.

#1) Print out hits from a place like avsforum, ask to talk to a supervisor and work your way up the chain of command if necessary.
#2) Never buy a new TV technology (LED driven DLP here) in the first 2 generations. Too many bugs.
#3) Ask for them to create a case/complaint # for you, so you can follow up and not have the same conversation 50 times.

You really don't have a lot of options.

The Bad Guy
08-03-2008, 10:48 PM
#1) Print out hits from a place like avsforum, ask to talk to a supervisor and work your way up the chain of command if necessary.
#2) Never buy a new TV technology (LED driven DLP here) in the first 2 generations. Too many bugs.
#3) Ask for them to create a case/complaint # for you, so you can follow up and not have the same conversation 50 times.

You really don't have a lot of options.

The technology really isn't the issue. I haven't had a problem with that at all. It's the design of the casing and the base on the TV (which isn't wide enough to support the weight inside).

I will call again tomorrow. Worse comes to worse, I just file the claim with the CC.

The Bad Guy
08-04-2008, 08:02 PM
Talked to Samsung today.

They are sending out a tech to check out (again). If tech can't do anything, they will work with me on an exchange.

'Hamas' Jenkins
08-05-2008, 02:55 AM
Talked to Samsung today.

They are sending out a tech to check out (again). If tech can't do anything, they will work with me on an exchange.

Sounds like you may have turned the corner.

What TV model is it? I mentioned 2, because most LED DLPs had severe issues with geometry near the edges which was often described as a "bowing" effect.

Be this something else? :hmmm:

The Bad Guy
08-05-2008, 10:03 AM
Sounds like you may have turned the corner.

What TV model is it? I mentioned 2, because most LED DLPs had severe issues with geometry near the edges which was often described as a "bowing" effect.

Be this something else? :hmmm:

HLT6187s.

I'm going to work on getting an exchange for the 72 inch model that doesn't have the LED technology.