Do you think im being unreasonable?

[MD]

Right, well these is a big story behind all this but I will try to explain as best I can.

Early this year i picked up a Samsung 32" Tv through the Freemans offer within HEXUS.bargains, it was such a great price and it was to die for in terms of quality.

Recently though the TV developed a fault, with a high pitched buzz coming from the TV in standby, resulting in concerns about the circuitry within and the safety of the house I decided to start turning the TV off at the mains whenever it wasn't in use.

Meanwhile I got in touch with Samsung directly and arranged with them for the TV to be collected at a mutually convienient date - advised by them at the time I will be called within 5 days to arrange such a collection and that the repair should take no more than 5 or so working days.

Five weeks later I decided to call the service center that had collected the TV as they were starting to take the piss in all honesty, I was advised the TV was ready for collection but the earliest they could deliver it was in 10 days time. Great.

So bang on the six weeks I decided to drive into central Birmingham and collect my TV from the service center - this was a 48 mile round trip for me, so not exactly convienient.

On the paperwork for the repair, and I quote, 'adjustment' made' was all they had done in 5 weeks. Made and adjustment? You're just taking the pee now sonny jim i thought.

At the same time I was moving house, so once I had collected the TV it was the last thing on my mind to power it up as I was living out of boxes anyway. Seven days later I manage to get the time to plug it all in and give it a whirl.

Guess what, within a whoel three seconds I could hear it again, they had done naff all to the TV, it was exactly like ti was when I sent it in.

So I call up Samsung again and advise I would like to have the unit replaced - 'can't do that sir, Samsung will only replace the TV after we have attempted to repair the unit 3 times or if the engineer advises the TV is unrepairable'.

I asked to speak to the complaints department as there was no way I was going to send the TV away again, not least that if it takes as long as the last time thats 15 weeks of repair before its replaced (over 3 months of the original warranty) and even then it still could have the same problem.

So I await a call back from the complaints department, 7 hours pass and i call Samsung again to see whats going on. 'Oh you need to give the complaints department 2 -3 days to look at your case and they will call you back.

2-3 DAYS to respond to a customer compliant? Jesus schweppes!

So I wait patiently for the call back - get to today, still no call back, right I thought I am going to call them and Im not hanging up till I speak to someone.

Lo and behold, 30 seconds of me and the guy passes me straight through to the 'customer care' department.

After introductions etc the agent on the phone advises me that there is nothing Samsung will do for me I have to get the TV repaired or speak to the retailer I bought the set from.

Now the whole retailer thing, after this length of time they are just to tell me to speak to Samsung, we all know that, and even if I send the TV to them all they are going to do is send it for repair again.

So I advised the guy its not an option. I also advised him i don't want it repaired, I want it fixed.

He continues to say I'll be brutally honest, there is nothing I can do, we won't replace the set. He then goes on to tell me that even if he bookes it in for repair that he'll be brutally honest I won't get it back before christmas.

Riiiiiiiiiiiiiiight, so much for 5 days repairs. If they do repair it and it takes 6 weeks I am very nearly out of warranty, if they do repair it a thrid time I am most definitely out of warranty. He gleefully advises that all warranty repairs are guaranteed for 90 days, I said ok thats great, that gives me back the warranty I lost on the first repair, now what about the next two? No answer.

So let me get this straight I said, Samsung are happy for the product to spend a third of its warranty in a repair center and not in the posession of the owner? Seems to bhe that Samsugn ARE happy with this.

I started to have the discussion about how, if the retailer/manufacturer is given an acceptable time to repair a product and that it still isn't fit for the purpose then they should be entitled to a refund. To which he said that all Samsungs rules are within the law.

So now I have the contact details for customer relations, but I have to write to them - I did say that I would take it to trading standard and to the press if necessary, he advised 'I don't think the press will be interested in this'.... Now, that did make me laugh.

So what do you all think? I know its alot to read, but do you think I am justified or should I just shut up and send it for another repair again?

Matt.

[teachmech]

I have had three similar cases in the last couple of years

1 A washing machine that leaked from first use took 6 months of call outs and terse phone calls.

2 American style fridge freezer that stopped freezing lost its contents 3 times again six months.

3 A £15000 brand new car that had a steering fault again took about 4 months.

These where only resolved when my wife turned up at the shop/garage without me and turned on the water works.

Shop replaced washing machine and then freezer.

Garage/Main dealer replace with a new car.

People on the end of a phone never take you seriously and it seems their job is to stall and not push you on to the next person up the command chain.

Even had a call center flunky fake the record of my call so it seemed he did not take the call when I complained about him to a manager.

[Funkstar]

I think you are being reasonable.

If it is a current model, i'm surprised it isn't cheaper just to replace the screen and then re-furbish your original unit and add it to the replacements stock. They are more likely to have lower logistics costs because of that. Better customer service too, which should be a factored cost.

[dave87]

Hmm, how about Hexus contacts Samsung Head Office? That might get a few people moving....

[coco]

Get in touch with your local trading standards,http://www.tradingstandards.gov.uk
if you are that concerned that you have to unplug the tv because you are afraid to leave it on stand by. It can't be classed as of being of satisfactory quality, and fit for purpose.
Also as above phone samsung head office explain who you are and who Hexus are and see how fast things get fixed.....

[MD]

I don't want to bring HEXUS into this - I will try to speak to head office tomorrow, but I beleive they will make me write in..

[MD]

Well to give you an update.

Called Head office, spoke to Customer Relations (even though the guy last night said I couldn't) and had a nice calm coversation with and understanding and proactive person.

20 mins later, to cut a long story short the service center who 'repaired' my TV had told the lady at Samsung that the repair did take longer than 28 days and that they made an adjustment - the lady then called me.

I was offered a letter of credit at the original store or a direct swap out for a new TV with Samsung themselves. She advised that they didn't do my TV anymore so I would likely get a slight upgrade (to the new piano black cased model).

Therefore, paperwork will be with me in the next couple of days, UPS will come to collect the TV and Samsung will deliver me a brand new unit in the first week or so of the new year.

Im exceptionally happy with the speed and service from this lady, she did a VERY good job of putting my faith back in the company.

Seems things can work out in the end

Thanks for all your comments and support,

Matt

[Funkstar]

Thats good to hear Matt.

[MD]

*siiiiiiiiiiiiiiiiiiiiiiiiiiiigggggggggggggggghhhhhhhhhhhhhhhhh*

Haven't had any paperwork for the swap out, so waited till after new year and called them

It seems the lady who agreed to do it has left the company.

I have to start all over again.

Grrr

[kempez]

Matt you have to pwn them!

[Moby-Dick]

It seems the lady who agreed to do it has left the company.

fired for being helpfull ?

give em hell Matt

[Syd]

I've just read the whole thread, thought, what a releif and then...............OMG
Good luck mate, hope you get it sorted.

[pollaxe]

Yeah good luck! Hopefully it'll work out soon!

[vicar]

I wonder what happened to your initial phone or paper trail?

All the best

[MD]

sight, tried to call them 8 times in the last hour, just get voicemail.

I think im just gonna ship it to their door step with a letter.


What type of letter is still to be decided.

m

[Agent]

Why not go through Freemans ?