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landzw's picture
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Samsung, Very Poor Customer Care

A few weeks back my samsung tv started to pop and turn itself on and off which by doing some research its a very common fault . I've contacted samsung though its uk based samsung web site twice now about there cheap capacitors and about getting it fix, but i've not had a single reply

Looks like once i would of recommend samsung now i say stay clear   

Andrew Everard's picture
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Re: Samsung, Very Poor Customer Care

Have alerted Samsung PR to your problems.

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Re: Samsung, Very Poor Customer Care
landzw:

A few weeks back my samsung tv started to pop and turn itself on and off which by doing some research its a very common fault . I've contacted samsung though its uk based samsung web site twice now about there cheap capacitors and about getting it fix, but i've not had a single reply


Looks like once i would of recommend samsung now i say stay clear   

That is not good, but I assume you have contacted the company you bought the TV from? It is their job to resolve the problem, not Samsung.

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Re: Samsung, Very Poor Customer Care

Landzw,

Samsung, like a lot of companies, seem to completely ignore any email contact concerning problems - IKEA are in my experience the worst offenders ever. However, in Samsung's defence, I would strongly recommend that you call them (the phone number is on the website or your dealer can give it to you).  I found their phone based customer service to be exemplary.  And although, as Hammill states, it should be the dealer's job to solve the problem, often all they will be doing is acting as a middleman between you and the manufacturer, so it's easier and more convenient for you to deal directly, especially if you are arranging service visits.

Good luck.

Rob 

 

 

Anonymous
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Re: Samsung, Very Poor Customer Care

When you say you've contacted Samsung - have u done this by registering your product and then using the 'My Samsung' bit on their website to select Service Request?

 

I've not had any problems with them so far...

 

Anonymous
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Re: Samsung, Very Poor Customer Care

Had a had a power problem on my Samsung, unfortunately it was out of guarantee.
Having looked on the internet I found there was a known problem with capacitors on the power board. They blow due to being 16v rather than 25v ones.
I decided to replace them myself, taking the board out, checking the values then nipping down to Farnells to get 6 new ones.

Cost me about £7, better than having to buy a new TV!

If you are still in warranty they will sort it for you.

Andrew Everard's picture
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Re: Samsung, Very Poor Customer Care

landzw,

Have heard back from Samsung PR, who are keen to get in touch with you and hopefully resolve this problem. Can you drop me an email at the usual address with your contact details, and I'll pass them on?

Ta

Anonymous
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Re: Samsung, Very Poor Customer Care
Andrew Everard:

landzw,

Have heard back from Samsung PR, who are keen to get in touch with you and hopefully resolve this problem. Can you drop me an email at the usual address with your contact details, and I'll pass them on?

Ta

 

That's very good of you Andrew.  Yes

Andrew Everard's picture
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Re: Samsung, Very Poor Customer Care

No email received as yet.

landzw's picture
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Re: Samsung, Very Poor Customer Care

E-mail sent, thanks Andrew 

The tv guarantee ran out 6 weeks after the problem started just after 12months which is suxs 

I had contacted samsung through its uk based samsung website which the item is registered at , but i've heard nothing   

Andrew Everard's picture
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Re: Samsung, Very Poor Customer Care

OK, email received and forwarded on to Samsung PR.

Doubt you'll hear anything before the weekend, but I'm sure they'll be on the case next week - I'm assured that 'A member of the customer services team will be in touch... as a priority'.

landzw's picture
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Re: Samsung, Very Poor Customer Care

Thanks Andrew , we received a phone call from Samsung within 2 hours of me sending you the email , 

Though i was out my wife took the call and Fingers crossed someone from Samsung Customer Service will contact me in the morning  

Anonymous
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Re: Samsung, Very Poor Customer Care

Funny... Like many other owners of Samsung televisions (I personally own the HLS5679WX/XAA 56' DLP TV), I'm running into the power cycling issue, but when I've talked to anyone at Samsung, I'm always immediately told that they've never heard of any issues with capacitors on their TVs.

Anonymous
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RE: Samsung, Very Poor Customer Care

I have had the very same problem with my 3D television. It has now Stopped working! It was just a month shy of 2 years old! 

No help from Samsung they will only say I have to get an independent inspection! I am beyond furious! I bought my daughter one too and hers is beginning to the same thing! It's not fit for purpose! How are they getting away with it?!

 

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RE: Samsung, Very Poor Customer Care

Salemwebb1 wrote:

!How are they getting away with it?!

As with all manufacturers or service providers until the press get involved. 

Anonymous
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RE: Samsung, Very Poor Customer Care

All I can say is to be persistant with Samsung... very persistant.

 

We fought with Samsung over our TV for a couple years with them continually denying any issue with the model we purchased.  However, if you looked around on the internet, there were all sorts of dissatisfied customers who were dealing with the same issue.  Basically, what happened was this - the primary circuit board had incorrect capacitors on it.  These capacitors were popping, which caused the initial power-cycling problem.  Problem was that since the issue wasn't "known" by Samsung, when you turned on your TV once the capacitors had blown, it would cause the circuit board to fry.

 

Finally, after fighting with them for over a couple years, we suddenly got someone on the line who was a bit more resposive.  We were told that before anything could be done, they would need to send someone out to exchange the circuit board.  I told her that the circuit board was no longer available for purchase (and included my findings as to the defective nature of the boards), but was told that someone would come out to look at the set... and I recieved a confirmation e-mail for the repair time.

The day before the "repair" was supposed to take place, I suddenly got a cancellation e-mail... no reasons given, no options as what to do next.  Needless to say, I called Samsung back to find out why this was cancelled.  Their answer - "Oh, that circuit board is no longer available." (in other words, what I had told them before the repair was scheduled).  I was transferred to a manager.

The manager asked what I was looking for... my response was simply to have a working TV.  To my surprise, he actually started talking about options as to what they could do for me.  They started out with lowball offers -- DO NOT ACCEPT SAMSUNG'S FIRST OFFER, but eventually I was able to convince them to send out a set that was much better than what I originally had purchased (I mentioned original cost, plus repairs, and time and effort contacting them).  They shipped out the new set, and disposed of the big old DLP paperweight for us.

So, in a nutshell, Samsung did make good... but persistance is the key!

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