Friday, June 25, 2010

Still annoyed with Samsung but as long as they fix my TV I will get over it

I went to the Samsung website and pulled off information for an 'authorized' repair place for our TV. I called them and was told that certain TVs of that model number that were manufactured Feb-Aug 2008 might be eligible for free repair due to capacitor issues. (Woot! Of course, if we call them and they drive from the Twin Cities and it's NOT that part then we'd end up paying $270 plus whatever the parts cost because they came out to our house. If we bring the TV to them and it's not the capacitor the we'd only have to pay $180 plus the cost of gas to and from the Twin Cities. Still , it would probably be less than a new TV. Decisions...decisions...)

So, I went back to the Samsung chat armed with the serial number for our TV. Logged on and immediately asked that they review the chat from earlier today with Stanford. Guess what? THEY COULDN'T DO IT. I got peeved and immediately asked for a supervisor. Told him that Stanford was big fat liar (not really in those exact words) and then supplied him with a link to my blog that gave him the chat history of the earlier conversation. He read it and started to comment when...

I lost power to my house for an eighth of a second...JUST long enough to kill the chat connection.


(Luckily, I had asked what to do if we were disconnected because we've got some nasty storms a brewin' around these parts.)

I took a few deep, cleansing breaths and logged back into the chat. Here is the transcript. (No transcript for conversation right before it though because I lost it when I lost power):

General Info
Chat start time Jun 25, 2010 9:58:50 PM EST
Chat end time Jun 25, 2010 10:49:39 PM EST
Duration (actual chatting time) 00:50:49
Operator Dylan D
Chat Transcript
info: Please wait for a Samsung Agent to respond.
info: You are now chatting with 'Patricia G'
Patricia G: Hello, I am a Samsung Technical Support representative. How may I assist you today?
Jo: Supervisor please. I was speaking to Dylan D and lost connection.
Patricia G: Let me check with the supervisor.
Jo: Thanks Patricia
Patricia G: You are welcome.
Jo: Are you able to pull up chat history? I lost the chat information I had with Dylan when I lost power.
Patricia G: Yes, I am talking to my supervisor. Please hold on.
Jo: Awesome, thanks!
Patricia G: You are welcome.
Patricia G: Thanks for holding.
Patricia G: Please give me a moment while I transfer you to my supervisor.
info: Please wait while I transfer the chat to 'Dylan D'.
info: You are now chatting with 'Dylan D'
Jo: Thank you Patricia. Have a good weekend!
Jo: Hi again Dylan. LOL
Dylan D: I am sorry for the chat disconnection.
Jo: No worries, the fault was on my end. Weather is crazy here in Minnesota right now.
Dylan D: I have access to the chat history and the link you have provided.
Dylan D: Let me know exact TV model number.
Jo: LN40H450C1DXZA
Jo: Serial number B46A3CsQ6OO844V version AAO2
Dylan D: This model doesn't seems to be from US.
Jo: Um...what?
Jo: Let me try again. I may have done a typo.
Jo: "us" or "United States"
Jo: LN40H459C1DXZA
Dylan D: I mean from the United states.
Jo: sorry, my husband looked again. LN40A450C1DXZA
Jo: it is not from the United States?
Dylan D: This model is from the United states.
Jo: I gave you the correct model number just now. The "H" should have been an "A"
Jo: LN40A450C1DXZA is the correct model number.
Jo: B46A3CSQ6OO844V version AAO2 is the serial number
Dylan D: I am sorry, I am unable to pull up your previous chat history.
Dylan D: Let me know the issue you are facing with the TV.
Jo: Did you read the link I sent earlier? Do you need it again?
Jo: Stanford, the person I spoke to earlier today, said specifically that you would be able to review the chat history. I'm feeling very frustrated right now because it would appear that I was misled. That is why I asked for a supervisor and was connected to you.
Dylan D: Let me go through it.
Dylan D: I have gone through your previous chat with Stanford provided in the link.
Dylan D: I see that your TV is not powering on.
Dylan D: Is the TV plugged into a surge protector?
Jo: Currently no, it is not plugged in at all. At the time it began malfunctioning it was plugged into a surge protector.
Dylan D: Okay, is it working properly when plugged directly to the wall outlet?
Jo: My husband is trying it now.
Jo: I am crossing every finger that i have. LOL
Jo: We are crazy missing our TV.
Dylan D: Let me know once it is done.
Jo: I'm going to feel really silly if this works. Happy but silly.
Jo: It didn't work.
Dylan D: Have you tried plugging the TV to another wall outlet?
Jo: It did a flickering red light then immediately back to the constant red light blinking.
Jo: He will try that now.
Dylan D: Sure, go ahead.
Jo: Still red light blinking.
Jo: It didn't work.
Dylan D: There seems to be some problem with the TV and it needs to be serviced.

info: Your chat transcript will be sent to at the end of your chat.
Dylan D: Would you like me to provide you the link to register for the service?
Dylan D:
Dylan D: Visit the link above to file the service request and register for service.
Jo: I got the information for a company in the Twin Cities that services Samsung from your website.
Dylan D: Okay, you can select any authorized service center near by your area.
Jo: They said that there are issues with the capacitors on certain TVs of this specific model that were manufactured between Feb and Aug of 2008.
Jo: According to their information, if our TV serial number matches one that was manufactured at that time, we are eligible for free repair.
Jo: Do you know anything about this?
Dylan D: Let me know the serial number of your TV.
Jo: B46A3CSQ6OO844V version AAO2 is the serial number
Dylan D: Let me validate the serial number.
Jo: Thank you.
Dylan D: The serial is incorrect.
Jo: Checking again
Jo: one minute
Dylan D: Please provide me the correct serial number.
Jo: B46A3CSQ600844V
Jo: The "o"s should have been zeroes after the 6. My apologies.
Dylan D: Let me verify it for you.
Jo: version AA02
Jo: not "O" 2 as I said earlier
Dylan D: Samsung has decided to cover the repair for a few TVs with power issues in case to case basis. Please call Samsung Customer Service at: 1-800-SAMSUNG (1-800-726-7864) | Mon - Fri - 9 AM to 9 PM, EST so that we can file a service request on your behalf.
Dylan D: Do you have any further questions?
Jo: No, I think I'm good. I will call customer service first thing on Monday. Thanks for your help.
Jo: I do have one more questions
Jo: question
Jo: sorry.
Dylan D: No problem, go ahead.
Jo: Would a regular customer service rep have had access to this information without the serial number?
Dylan D: No, that is not possible.
Jo: Or was it necessary to provide that in order to get the message that you sent requiring the 'case by case'.
Dylan D: Yes, you are right.
Jo: OK, thanks for letting me know. It makes me feel better about the conversation that I had with Stanford earlier.
Dylan D: You're welcome. Is there anything else I can assist you with?
Jo: OH, one more. Are your chat histories tied to IP addresses? LOL
Jo: It's driving me nuts that you could not access the histories of the conversations.
Dylan D: Yes, it is tied to IP address.
Jo: My main frustration with this process is that I was told you'd be able to access the chat. I even brought up that I'd be on a different computer with a different IP address and was assured it would still work. Perhaps someone could let Stanford know that he gave incorrect information? I'd hate to have someone else be frustrated by this process.
Dylan D: Can I be of any further assistance?
Dylan D: I apologize for the inconvenience.
Jo: Have a good evening. Thank you.
Dylan D: Tired of tech TV shows that only review your product? Check out Samsung SPSTV "Keep It Simple" every Thursday and Friday where we show you live on the web how to get the most out of your Samsung product. Just click here to check us out online.
Dylan D: Thank you for chatting with us. If you have a minute, please press the "close" button and fill out a brief survey to help us serve you better. Have a wonderful day!
Chat  InformationChat session has been terminated by the Samsung Agent.

Anyone wanna make a bet that Dylan threw something across the room right after he disconnected from me? Perhaps he did a *HULK SMASH* of his own? I was also rather saddened by the fact that he completely lacked a sense of humor. Seriously. He ignored every last one of my jokes. How lame is that?

Also, I find it very interesting that I had to ASK about the free repair and that Samsung certainly would not have volunteered that information. This being AFTER I asked Stanford if there were any known issues with the power supply (of which the capacitor is a part). He replied, "I am sorry we haven't heard any issues till know." Seems to me that was a flat out lie but who am I to judge?

So wish me luck on Monday morning when I call the customer service number that was provided to request service. Shall we take bets on how much more annoying this will become before we have a TV that actually works?

(OK, we really do have functioning TV's in our house...just not the pretty HD one. We are suffering yo!)

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