Samsung — customer service (lack of)
On 1/31/08 I purchased a samsung fpt5094 (50" plasma wireless tv) from a local tv & appliance store. On 7/1/08, this tv stopped working completely. We contacted this same dealer who referred us to samsung's toll free number on 7/2/08. We have since been referred to samsung's executive customer relations group at [protected]. We were told from the beginning by samsung that they had exactly 21 business days to try to repair this tv or we would get a replacement or refund. This tv has since been declared unrepairable by the consumer electronic service, which is samsung's repair center at [protected]. It has now been 28 working days without resolution. We have been without this tv for over 5 weeks. Samsung's customer service department has been unwilling to return our phone calls nor have they responded to our request for a full refund. We were told by samsung to provide the original bill of sale to start the refund process, but to date, they have not started this process. We financed this tv and are still paying on merchandise that is not operational. Over the course of these past 5 weeks, we have spoken to at least 20 different agents giving them the same details each and every time which shows there is no single point of ownership for our particular case #[protected]. Each agent has told us that we would receive a return phone call on the progress of our case. However, only one agent has called us back to inform us that we were receiving a refund. Obviously, this was not true. We also have this agent's message recorded on our phone as well as an e-mail document stating the same. We have been consistently requesting a refund and still are requesting a complete refund on this product without further delay. We have since filed a complaint with the bbb in trenton, nj
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