[jansershen]

I recently bought a Samsung DLP TV and am very satisfied with its features and picture.
But, quite simply, Samsung’s warranty and promises to fix a minor problem with the set has proven to be non-existent and quite frustrating.
In all the years I have been a consumer of electronic products, I have never been treated with such indifference and arrogance as I have from the folks at Samsung’s “support” department. Here’s the scoop . . .
. . . I missed seeing a big gouge on the set’s bezel as I examined it while the delivery persons watched during unpacking. So I signed their invoice noting that there was no physical damage to the set. Upon removing the stickers from the front of the bezel (you know, the one’s proclaiming “First LED DLP!” and “1080P Resolution!”), I then discovered the damage. Apparently, the gouge occurred in the factory by some worker on the assembly line who decided to cover up his mistake with one of the stickers. Further, there was no damage to the factory-sealed box in the area of the gouge, so it had to have occurred at the Samsung factory.
Immediately, I sent an e-mail to Samsung support informing them of the damage. Within a day I got an e-mail from Samsung stating that the damage would be repaired and at no cost to me. A couple of weeks later I got a call from a TV repair person under contract by Samsung who informed me that he would like to make the repair but that I lived too far from his shop (some 2 ˝ hours). He then informed me that he would send the repair ticket back to Samsung so that they could find someone closer to me to do the job.
A month went by after I received a call from this repair person. During this time, I contacted Samsung support by phone several times. I never spoke to a human being, instead leaving a message to have someone contact me. No one ever returned my calls. There is no way to e-mail their support department after obtaining a repair ticket to inform them of my problem, so I had to rely upon on this phone system that Samsung apparently has set up for laughs. I then Goggled “Samsung” and got the address of their US headquarters. I sent a typed letter to this address and never received a reply. I then sent a certified letter to Samsung and as of this date (more than two months after this whole affair began) I have still not heard from them. By the way, in my first letter I informed Samsung that I would replace the bezel myself if they would just send me one.
I did hear from a local TV repair person who informed me that Samsung had called him and said that the repair was not covered by warranty and that promises made previously to repair the set would be ignored. So why didn’t they call me instead if the repair wasn't going to happen? Why get the TV repair person to give me the bad news? Weird . . .
I’ve talked to a lawyer friend who has told me that I had a slam-dunk case for successful small claims against Samsung since I have documented and printed all of my dealings with them. I’ll probably go this route if this matter remains unresolved.
So . . . my advice to anyone contemplating the purchase of a Samsung product is this: Buy the product for its quality and features, but be forewarned that if you should ever need “warranty guaranteed” repairs . . . remember my dealings with Samsung support.
I will never buy another one of their products because of my experience with this company . . . I mean, what if the set was completely inoperable--I'd have a flat screen TV in my entertainment room good for nothing other than supporting a potted plant!