CB Mobile Phones Samsung Complaints #482-501

Samsung review: television warranty refusal

Brad 1970 of Boiling Springs, US

Feb 04, 2020 7:49 am UTC

We purchased a new Samsung 65" TV Model # UN65MU650DFXZA from Costco on 11-11-2017 and have had nothing but issues with it since. I've called Samsung customer service and used the chat service to try and rectify the numerous issues we were having since then. I've made this attempt about 10 times since purchased, because they refuse to fix anything and just place blame on everything but the television. I have 5 open case #'s with them about these issues that have never been resolved.
The TV black screens for up to a minute while using ps4 pro with a premium HDMI cable that Anna (Samsung Rep) told me I must purchase to fix the issue...it did not. They've remote reset it to factory a couple times, had me reset it, change settings etc.., but nothing fixes it. The tv must be unplugged numerous times a day now, because it never truly shuts down and starts slowing down or it just freezes up. The black screen is happening randomly and quite often now. They force apps on the tv that take over the programming. Their TV+ app will be mysteriously running when we turn it on, but when we shut it off, we were playing on the gaming console? Even the HDMI software switches between ports by itself?
The last Samsung Rep (Marvin) I spoke with 11-9-2019 confirmed it has issues (no kidding), but then tells me he's sorry to inform me that at my expense they can send a service tech to look at it? I told them that's completely unfair, as I've notified them many times over the years of these issues that they have refused to acknowledge as television hardware issues, until recently.
They force me to file a Better Business Bureau Report on 12/19/2019. An Office of the President rep communicates with me from now on.
Mr. Gaffney tells me that they will send a technician crew to fix the television with new factory parts. The service company is Dish, whom spams me with robot calls and voicemails while I'm at work. I tried to call the robot back and it just kept asking for information and then wouldn't do anything. I relay this to Mr. Gaffney and he ignores this issue like all of them and says to me, "So you're refusing service then?" What? He just wanted me to refuse service, so he could tell the BBB, they tried to work with me and I refused. I tell him not at all, send the crew, but not if I can't talk to a real person. An actual Dish person contacts me and they show up on Saturday morning 1/04/2020. They proceed to take apart the TV, replace defective parts with new parts (main board, cables and some other components). After 3 hours they can't get the TV to work properly, so they take it apart again and replace the new parts with my old parts? They say they can't fix it and to get paid for their labor, they had to put the old parts back? They ask where I purchased the TV and I tell them Costco. They recommend I try to return it there, because Samsung isn't going to do anything for us and it's not uncommon for them to get defective brand new parts.
They have me sign a contract that I can't see, as the signature panel (window) is on top of the contract area. I ask about what I am signing and they say it's what we did to the TV and they'll send me a copy in email in a couple hours. They also said Samsung will be contacting me soon. I do get the contract, but it's completely blank! I actually signed a blank contract unwittingly that they could have written anything on!? Unbelievable really.
I wait a week and have heard nothing from Samsung or Dish, so I send an email to Mr. Gaffney about what happened. He doesn't respond to me, but Samsung told the BBB their service techs were fixing our TV and the issues are resolved? I responded to the BBB about what actually happened, but Mr. Gaffney and Samsung Office of the President reps just keep ignoring communication from anyone regarding this matter.
I even called Costco management where we bought it. They were completely understanding and reached out to Samsung as well. They sent emails over 2 weeks ago and recently told me they have heard nothing. So they treat their own vendors, just like they treat their customers. At least they are consistent with horrible service.
Mr. Gaffney left me a voicemail on 1/22/2020. This is the first I've heard from him or Samsung since they sent the repair crew 19 days ago. He tells me the repair crew installed a brand new defective main board. He then says Samsung has given me a one time repair and can no longer help me with this television any further? What!? They haven't helped us, since we had problems a couple weeks after purchase in 2017!
How they can blame their inferior products (Mr. Gaffney admitted the new main board was junk) on their customers other components, cables, internet or anything but their own product is beyond me. They completely wasted our Saturday morning and tore apart our television twice for no reason, ignore my emails and phone calls for 19 days to only say "Hey, we tried, but we know our products are junk, so there's nothing further we can do for you!"
I called Mr. Gaffney on 1/23/2020 @ 9:32 a.m.. I waited while they set up the recording software and made sure I was on speaker for his colleagues to hear the conversation. I asked why he continues to act like he doesn't receive emails from myself or Costco or Dish etc.. Why he flat out lied to the BBB? Why he continues to cost Samsung more by having me submit truthful reports on how Samsung has not honored their warranty and only subverts customers until the warranty expires, so the customer can purchase a new TV or pay for repairs?
He could really care less, so after all these reports and reviews, I informed Mr. Gaffney I would be forced into Litigation/Arbitration. I'm quite familiar with the process and the damages will be much greater than the manufacturing costs of a new television that Mr. Gaffney has easily already surpassed from lost revenue and fees. And to think this all could have been easily resolved years ago, if Samsung would just stand behind the products they sell.

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