Service Quick
Reviews and Complaints

I agree with Joyce that Service Quick doesn't even deserve one star. And here's a copy of the complaint letter that I sent to Samsung and about 20 of their executives because they hired Service Quick to fix their TVs:

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I don't know if you can help me, but I did not want to call your regular support or chat with a first-tier customer support agent.

So, if you cannot help me, I would sincerely appreciate it if you can forward this to someone who can.

Hopefully, you ***'t think I'm a raving lunatic because this is probably the longest email I've written in the past ten years. But I'm so livid because of the horrible service I received from the company Samsung uses to fix TVs... Service Quick.

So livid that I spent way too many hours writing this.

Before I get into how Service Quick treated me horribly, you should know that I had already spent about 3-4 hours with Samsung TV support.

During the first call, your tech support was polite and tried to fix my problem: when playing 4K UHD shows and movies, the dimness is about 50% lower than it should be.

He logged on to my TV and tried many strategies, but he couldn't fix it. So he scheduled an appointment with Service Quick for Tuesday, March 9th. He also warned me that if it wasn't a problem with the TV, I would be charged.

I'm not too fond of that kind of thing because so often if two companies are involved, they point fingers at each other, I get charged, and my problem still doesn't get fixed. Furthermore, there's no way to call Disney+ or Amazon Prime to confirm they're the problem or fix it.

Anyhow, at that point, I was pretty convinced that it was a problem with the TV because it was missing a menu option for UHD. Plus, I was experiencing the same issue with multiple services no matter how I tried to use them like:

· Directly through Disney+, Amazon Prime, or AppleTV.

· Going through a hub on Hulu to Disney+.

All of them still have the same problem... while HD shows and movies were fine, 4K UHD shows and movies were 50% brightness at best.

So, I decided to roll the dice and schedule an appointment with Service Quick. Then I received a confirmation text from Service Quick a few hours later saying that they would be here between 9 am and 6 pm.

STRIKE ONE, SERVICE QUICK!

An appointment two days later for which I have to block off the entire day? Even cable companies no longer make people wait around all day... And that's certainly not "Quick," as their name implies.

After I got off the phone, I did some more research online about my problem. I found some posts on Reddit and other forums in which many people said they were having the same trouble.

On top of those, I found a series of videos from HD TV Test who is a calibration expert on YouTube

This expert's opinion is that the dimness of 4K UHD shows and movies could be with Disney+ not pumping out the proper amount of nits (the unit of measure for brightness). Although he did not mention any problems with Amazon, I wondered if it could be a problem with just the TV, just Disney+, or the TV and Disney+ combined.

Also, I found another video that suggested I try running Disney+ through my PS4.

Guess what... it works perfectly!

At that point, I was worried that I'd have to waste my entire Tuesday to have Service Quick come out and not find a problem with the TV. And while I thought that I should be able to run all 4K UHD shows and movies through the apps on my Samsung TV, I did not want to waste time and get charged for wasting my time.

It must have been around 6 pm Monday because when I called to cancel the appointment, Service Quick's phone system said that they closed at 5 pm and to press some number to cancel an appointment. (Side note: their phone system annoyingly asks for a 10-digit reference number, and if you don't enter the whole thing in less than 10 seconds, it hangs up. Do you know how long it takes to copy a number from a text message when you're not expecting it?)

Anyhow, I call back, go through the whole system, enter the 10-digit number, and the system tells me that they're closed. I have to call back the following day after 9 am.

But I was worried that their techs would show up before I could call to cancel. So, I went online, looked up my 10-digit reference number, and their system provides hardly any information about my appointment. Here's a screenshot of the minimal information they provide:

Of course, you can see that there's no way to cancel.

STRIKE TWO, SERVICE QUICK!

Because I couldn't get through to Service Quick, I called Samsung Support again to see if they could cancel the appointment. At the beginning of the call, I was a little miffed that the support person would not cancel my appointment. She kept asking if I had tried this and that.

I must have said "Yes" a dozen times and was about to explode when she finally asked a question I hadn't been asked before or tried... Had I gone into the Picture settings to change the UHD settings?

It turns out that I didn't try that before because there are no UHD settings on my TV even though it is 4K UHD capable.

She was so pleasant and tried to fix my problem. Still, she ultimately concluded that my TV was missing some software to enable or change its HDR settings.

So, next...

She confirmed the appointment with Service Quick for Tuesday. And I asked her to verify that the appointment ticket clearly said that the problem was the dimness of 4K UHD shows. And she confirmed it twice.

So, Service Quick was told that problem was the dimness of 4K UHD shows and movies. Only then did I have her add that I was also having trouble with "streaking" during dark scenes.

She and I could not have been more explicit about the main problem, the dimness, and the secondary problem, the streaking.

When I received a text message from Service Quick early Tuesday morning, I admit that I did cancel it via text. I canceled because I thought that it might be a Disney+ problem. However, I remembered that I was also experiencing the same problem with 4K UHD shows and movies on Amazon Prime. So, within two minutes of canceling, I texted them again that I DID NOT want to cancel after all.

Then, after Service Quick sent me a text about my canceled appointment, I texted them back saying, once again, that I DID NOT want to cancel.

But I never received a response. So I called them to find out when they were coming, and they told me that they couldn't come until Friday. I asked why that was after I had texted them right away NOT to cancel.

They said it was because they didn't have a spot open even though I called them right after received their text. After a bit of pressure, they somehow had an opening pop up when we were on the call (how convenient.) They said that they could come on Thursday between 9 am-6 pm and that someone would call in the morning to say when they were coming. At that point, I was irritated because I had already set all of Tuesday aside, and now I would have to set all of Thursday aside as well.

(Side note: Their 9 am-6 pm "window" is ridiculous... even cable companies aren't that bad.)

Well, they texted me at 10:01 and showed up one minute later. Thanks for the heads up Service Quick!

STRIKE THREE, SERVICE QUICK! And I'm not even into the horrible problem.

When they knocked on the door, I yelled that I was coming and needed to find my mask. My home office is right above the front door, and the window was open about six inches. There was NO WAY they didn't hear me. There was no construction going on. There was no dump truck going by. There was no fighter jet flying over. It was quiet. But they kept knocking, and I kept yelling that I was coming.

Now, from the minute they stepped into my house, their tech guys rushed and really wouldn't take the time to listen to me.

Here's the guy in charge and their van:

First, they said they were there to fix the streaking after your support person told them otherwise!

I said that I had called Samsung, and Samsung had stated on the Service Quick appointment that my main problem was the dimness. The streaking was the secondary problem, but they kept talking about the streaking and wanted to fix that first. At that point, I was only irritated because I figured we'd eventually get to the real problem.

Next, even though I didn't want to start with the streaking, I began to tell them the problem, but they kept cutting me off and insisted they knew what the problem was. Even if they did know, they should have just humored me and listened.

So, they took the TV down and replaced or added some hardware and software. Then they said that that should take care of the streaking. But they wouldn't confirm it with proof, and they wouldn't let me test it (I'll get to that later.)

I then began to talk about the real problem. The problem I had initially called both Samsung and Service Quick about... the dimness of 4K UHD shows and movies.

And I started to show them a PRIME EXAMPLE OF MY PROBLEM, The Mandalorian on Disney+. Still, because they had reset the TV as they had to, I had to log in again. And they just got irritated and insisted that they solved the problem. But again, they were talking about the *** streaking!

I'd say, "I'm not talking about the brightness on..." and they'd cut me off with, "Well, it's looking bright here."

"Yeah, because this isn't 4K UHD," I responded.

I finally get them to start talking about the dimness. Still, they're rushing me even more and saying that they already fixed the streaking problem.

At this point, I'm surprised that I still kept my cool. Still, I was getting *** because they were rushing me through my main problem and starting to say that I'd have to book another appointment.

Anyhow, I finally login to Disney+, and the Disney+ menu is bright, and I ask them to confirm that it is bright as it should be. They did not answer even after I asked again.

So, I go to The Mandalorian and play the scene from which I had previously sent several pictures to the first Samsung tech.

(BTW, the only thing that irritated me about your first tech support guy was that he kept saying that the screen looked bright in the photos I sent him. He kept saying that even after I told him several times, I agreed that the pictures I sent did look bright but that the screen was not. I don't know why that was the case, but it was. Looking directly at the TV, it looked dark. Looking at the TV through my phone, it looked bright. But he wouldn't take my or my sister's word for it.)

But when I got to the show, it was still AT LEAST 50% dimmer than it should be, yet they insisted it was normal. They were lying because they just wanted to get out of my house for some reason. Again, at no point had I lost my cool with them.

Well, it was not bright, and it's easy to see because the scene I was showing them from The Mandalorian is set in the desert at high noon with clear skies. I even commented that you could see that the shadows are short and sharp because it's a sunny day, and the Sun is almost directly overhead.

If the scene was set for later in the day, the shadows would be long. If it were cloudy, the shadows would be fuzzy or non-existent. Every human being on the planet over the age of six can tell that the scene was in the middle of a sunny day and that it should be super-bright.

I even told them that I have experience as a cinematographer and can tell what time of day a scene was shot. Mornings are blueish and dim. Noon is full color and bright. Dusk is warm and dim. Again, it's clear to anyone being honest that it's not full brightness. Even when my father came over to watch it with us, he said it was dim, and he almost always says he doesn't notice a difference when shows are messed up.

So, I tried to go to a regular non-4K show to show them what full brightness should be, but they wouldn't take the time.

I even asked if I could go to Disney+ via my PS4, which DOES display full brightness to prove their claim is wrong, but they didn't want to spend 30 seconds to see after I've spent HOURS dealing with this problem. They just insisted it was normal. Normal to not see anything?

Plus, I wanted to show them 4K UHD shows on Amazon and how they are also dim. I wanted to show them the first scene from The Hunters with Al Pacino, a bunch of people having a backyard BBQ. It, too, is really dim, just like Disney+.

My question is that if it's just a Disney+ problem, why is Amazon having the same problem? Of course, they insisted that they fixed the problem even though the evidence showed that it wasn't. Send someone out NOT from Service Quick, and you'll see that they're lying. It's plain as day that it's at about 50% brightness AT BEST.

Furthermore, one of them said that it was looking that way because the TV might not be 4K UHD.

1. It is. From Samsung:

2. As a certified Samsung TV technician, shouldn't they either know that already or Google it like I did? They're either lying or incompetent, neither of which are good signs for a TV technician.

Now, I told them that the video from the calibration expert and volunteered that the problem might not be with the TV.

However, they insisted there was no problem with the dimness AT ALL and wouldn't let me show them additional evidence that proves they're wrong. They said that I would have to submit another ticket to get someone to come out because they were there to fix the SECONDARY streaking problem! I have to call Samsung again, get an appointment set with Service Quick, and set aside ANOTHER FULL DAY to fix the ORIGINAL problem! IT'S INSANE!

They were about to leave as I insisted that they wait to check to confirm that, at least, they fixed the SECONDARY problem. And I ask them to give me the remote to check the movie Greyhound on Apple+ because it has a scene that I could quickly play to check if they fixed the problem. I told them that we had just watched the movie Saturday night and noticed a significant amount of streaking.

Not to mention that from the time they said they fixed the streaking, I told them that the streaking was only really noticeable during dark scenes. But they kept using the scene from The Mandalorian as proof that they fixed the streaking problem. The problem is that that scene IS SUPPOSED TO BE BRIGHT BECAUSE IT'S NOON ON A SUNNY DAY. I must have told them at least THREE times that the streaking is really only noticeable during dark scenes and that I knew of a particular scene in Greyhound that would prove if their fix worked.

They finally agree to check Apple+, but every time we tried to launch it, it would say it was loading and then crash. So, that right there confirmed that they might have fixed the streaking problem while they CAUSED another problem.

They were irritated that I was insisting that they stick around to fix the problem THEY CAUSED because they said things like, "Well, that's an Apple+ problem." And I responded that we hadn't had any issues with that app before, that it was working last night, they changed the hardware and software, and now it's not working.

Ergo... THEY CAUSED IT!

So even though they kept insisting that they didn't cause the problem, then they uninstalled Apple+, reinstalled it, and relaunched it. It seemed to have launched properly and just required that I log in before I could check the movie. But they insisted that it's working and had to go. I told them that just because I could launch the app doesn't mean that the streaking is gone.

I wanted to go to the specific scene in Greyhound, which I told them was probably already queued up because I had paused it when I was talking to the Samsung tech guy on Sunday. But they just couldn't be bothered to stick around to confirm that they fixed the problem that wasn't even the main problem, so...

THIS IS WHAT CAUSED ME TO EXPLODE... THEY JUST STARTED LEAVING!

I WAS FURIOUS AT THE TOTAL LACK OF RESPECT AND UNPROFESSIONALISM, SO I STARTED YELLING AT THEM ASKING WHY THEY WERE LEAVING WITHOUT CONFIRMING THAT IT'S FIXED!

THEY COMPLETELY IGNORED ME AND WALKED OUT THE DOOR!

NOT ONE WORD AS I'M FOLLOWING THEM OUT TO THEIR VAN!

Only when they were getting in their van did they say something like, "We fixed it, so you'll have to call Service Quick support."

I took many pictures of their truck to prove that I was *** enough to follow them out to their van, take pictures of their van, them just ignoring me, and take off.

Until they just walked away, I never raised my voice, and I never ignored their opinions or expertise. They did not treat me with the same respect.

So, I called Service Quick immediately at 11:15 am on the 11th and told them that I was livid.

I admit that I was yelling, and I might have dropped an F-bomb or two. But as I told the lady on the phone about all the *** I just went through, I acknowledged that she was feeling my wrath because of those two ***.

Thankfully, she understood that I had a right to be furious. She didn't *** me off even more by saying something like "Please calm down" or "please watch your language." Too many customer support people do that when a customer is rightfully angry and makes the situation worse. That would have sent me over the edge.

Anyhow, she said that the ticket had not been closed by the tech yet, so she couldn't send me to a supervisor. I don't know why a ticket has to be closed before I can talk to a supervisor, but it's just more proof Service Quick is a terribly run company.

Because I couldn't talk to a supervisor right away, I insisted that she note the time that I called (immediately after they left) and about all of their ***. I didn't want these two *** to influence their supervisor's opinion with their lies about the whole thing. I said, "I want to be crystal clear that I do not want to deal with those two A-holes EVER AGAIN, whether it's today, tomorrow, or two years from now. Am I clear?" She said, "Yes."

Those were my exact words.

Next, she said that updating the support tickets take up to 15 minutes and that a supervisor would call me back within an hour. Well, as I was continuing to write this on Thursday, March 11th at 5:38 pm, I still had not received a phone call from a supervisor. It was seven hours after they promised to call me!

And to add to that infuriation, I called them at 4:03 pm that afternoon and asked the customer support lady, "What's the last note you see?"

She said, "It says that a supervisor was going to call you back."

I asked, "Does it say that I was furious?"

"No. It doesn't," she replied.

"IT DOESN'T?!" I ask her to confirm.

"No," she confirms.

To which I asked, "What the *** is going on at your company?! How does it not get noted that I'm furious? That I've been treated with disrespect? And then a supervisor can't even call me back within the time it was promised?"

She said, "I don't know but let me see if I can get a supervisor."

After a few minutes, she comes back. She says, "Well, my supervisor is with another customer right now, but she's going to call you back within 5-10 minutes. I assure you of that."

I ask for her name, and she says, "My name is Consuela, and I promise that they'll call you back with 5-10 minutes."

Well, I never received a call on the 11th, and I haven't received a call as of the 16th!

Plus, this is after:

· They sent me two text messages on the 12th asking me if my TV was working fine and if I was happy.

· They said they would call me twice and did not.

· I complained about them not calling me after I got the first text message.

Of course, I haven't heard a word from them.

Just more *** service from Service Quick because you'd think that if a customer is this *** off, they would be sure to make a note of it and then call them back by the time they said they would, even if the ticket wasn't closed yet.

For one, they should be *** at their techs and demand that they submit the ticket pronto.

For two, even if they don't have the updated ticket, they should call me to tell me so and make sure that I don't feel like I'm being ignored.

And they certainly shouldn't let it roll over into the next day as it is now.

Honestly, unless Samsung stops working with Service Quick, I'm probably not going to buy a Samsung product again (other than my phone, which I love.)

And I'm not happy with Samsung because I received a survey asking about my experience, and I gave nothing but 1-stars. Plus, I included a link to a PDF of this complaint. But nobody from Samsung has reached out to me.

I would have thought that such a negative review would have set off some alarm bells.

I was just treated too horribly to risk going through this again.

BTW, Samsung needs to cut ties with Service Quick because I'm not the only one who has experienced horrible service. Just check out their Complaintsboard.com and Yelp ratings

Do your company a favor and terminate your contract with Service Quick because they are horrible!