Friday, June 25, 2010

Why I am annoyed with Samsung right now

So awhile back, Brad won this nifty 42 inch Samsung flatscreen HD (LCD) TV (as well as an XBox 360 from a Pepsi contest. We loves us some HD now.

The other day, we came home to a TV that will not turn on and flashes a continuous red blinky light in the bottom right corner near where the soothing green power button usually displays. We were very sad about this.

After much Googling, we determined it might be the power supply or something. We *ahem* I called around to a few repair places and learned it could be between $150-$400 to have it fixed. Ugh. Still cheaper than replacement though and we really need HD now since we went through the time and expense to have our DirecTV cable box switched from regular to HD when we got the new TV.

Brad had the idea to contact Samsung directly. I think he asked me to do it because he knew if he had to deal with making any sort of call to a tech support person then he'd end up doing a Hulk smash on something out of frustration.


Here's a transcript of the conversation that I had with the Samsung rep. I thought it would be cool to use the online chat option.

Uh huh...

General Info
Chat start time Jun 25, 2010 12:29:54 PM EST
Chat end time Jun 25, 2010 12:51:36 PM EST
Duration (actual chatting time) 00:21:41
Operator Stanford
Chat Transcript
info: Please wait for a Samsung Agent to respond.
info: You are now chatting with 'Stanford'
Stanford: Hello, I am a Samsung Technical Support representative. How may I assist you today?
Jo: I have a Samsung 42 LCD TV model number LN40A450C1DXZA. It will not power on and there is a continuously blinking red light on the front right side of the bottom of the TV.
Stanford: I apologize for the inconvenience.
Jo: We have tried holding down power button, unplugging for overnight and plugging back in, etc.
Stanford: Let me check that for you.
Jo: I've heard that this model has issues with the power supply. It is no longer under warranty. Just wondering if you can supply some insight on what the issue might be so that we can decide if it's financially worth it to have it repaired.
Stanford: Let me know the Serial number of the TV.
Jo: the number that I have is LN40A450C1DXZA
Jo: how is that different from the model number?
Jo: serial number I mean?
Stanford: You can find the Serial number on the label attached to the right side or back of the TV.
Jo: ah, i'm not at home right now
Jo: the only number i have is the one that i gave
Jo: and here i thought i was all prepared :P
Stanford: If you have the serial number, it will be helpful for us to assist you better.
Stanford: I suggest you to get back to us with the serial number, you can get back to us any time, we are here 24/7. Our agents will check the previous chat history and assist you.
Jo: ok
Stanford: You're welcome. Is there anything else I can assist you with?
Jo: i was just wondering mainly if there is a history of power supply issues with this model.
Jo: how will having the specific serial number help? Not trying to be a pain, just curious. What does the serial number tell you that the model number does not?
Stanford: It is a 15 digit unique number provided to each TV that is Manufactured.
Jo: Is there specific info that I will need to have when i connect again? I will not be using the same computer later today.
Stanford: Please get back to us with the Serial Number and the Model Number of the TV.
Jo: i understand that you need to ask these questions but I am aware that my tv is no longer under warranty. I am specifically asking if there are issue with THIS model.
Stanford: We will assist you.
Stanford: I am sorry we haven't heard any issues till know.
Jo: You do not seem to actually be responding to my questions. I understand (having done online tech support before) that you have to follow a certain protocol but I am just asking general questions.
Jo: When i correspond again, I get the impression that you will get my serial number, tell me it's no longer under warranty and tell me you can't help me
Stanford: It is not like that, we will answer all your questions online.
Jo: Ok, as I asked previously, is there any specific thing I need to say to have them pull up this chat history for later? i will be on a different computer.
Stanford: If you can get me the Serial number we can check what kind of issue is this.
Stanford: I can understand your anxiety.
Jo: yeah, my husband is going nuts over the whole 'no tv' thing
Jo: lol
Stanford: We are paralyzed to help you without the Serial Number.
Jo: ok
Stanford: I regret for that.
Jo: thank you. please let me know what I need to do when I connect later tonight.
Stanford: Please provide the Model number and Serial number of the TV.
Stanford: That's it, we will tell you what are the steps to be performed.
Jo: "Stanford: I suggest you to get back to us with the serial number, you can get back to us any time, we are here 24/7. Our agents will check the previous chat history and assist you."
Jo: How will agents be able to check previous chat history?
Stanford: Our application is designed in that manner, the chat which we are doing know will saved in our databse.
Jo: Even if I use a different computer with a different IP address?
Stanford: You have to use same procedure that has been followed today, to get connected in the caht.
Stanford: *chat.
Stanford: On the chat window you can find an option called EMAIL button, you can use that button to mail this chat to you mail ID.
Stanford: You will receive a chat e-mailed for your reference using the E-mail button in the chat window, if required.
Stanford: You have to choose that option upon clicking on close button and closing this chat window. In the survey that appears, one question will ask, if you would like this chat to be emailed...choose Yes. In the box that asks your email address, enter your email address...the entire chat session will be automatically sent to you.
Jo: OK, thank you so much
Stanford: 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.
Stanford: 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!
Jo: perfect, that is what I needed. Thanks again.
info: Your chat transcript will be sent to at the end of your chat.
Stanford: Is there anything else that I can assist you with?
Jo: Nope, I'll try back later when I have the serial number. Thanks again.
Stanford: 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!


The effort it took to not completely go insane over this conversation means that I have used up all of the patience I possess until at least one of my children graduates from college. I'm still doing deep breathing exercises to keep from hurting someone.

They better just be glad it was me and not my husband. That's all I'm saying.

SERIOUSLY? REALLY? Am I just being oversensitive or was that the biggest waste of time you've ever seen???????????


1 comment:

CJ said...

I HATE those online "help" sessions. They drive me insane!