I am writing you this letter regarding my Samsung Plasma Television 42” HPR-4252X/XAA that cost me $2200 in July of 2006. Recently, in July of 2009, vertical lines appeared on my screen so I called Samsung Customer Support and after being on hold for an hour they were able to give me a number of an authorized television technician. I contacted the Samsung authorized technician and requested they assess my TV, I was charged $100 for the visit. It turns out that the Main Panel has malfunctioned and replacement and labor would exceed $1600. This amount exceeds the cost of this television, its depreciated value and any other new 42” or larger television of a reputable make, basically with $1600 now in days you can get any TV you want.

Let me just mention that this television is only used 3-4 times a week and for a couple hours a night in a very clean environment. It has not been abused in any way, has been in the same place since the beginning and has not been around children. Once this problem started I have been attempting to get some help from your customer support which I found to be very unsupportive, inconsistent, rude, frustrating and kept directing me to different departments that would give me inconsistent answers and useless information. I felt frustrated and played with. After this poor customer service I decided to escalate the issue and make a claim to the executive department. They said I would be contacted in 1 to 3 days with a resolution. After more than a week, and no call from Samsung, I decided to take the initiative and contact once again Customer Service, I spent 2 hours on the phone explaining the problem and telling them what the technician told me. The Customer service agent was trying to be helpful by telling me that they may be able to extend the warranty or pay for the parts, but not the labor. Unfortunately I could not get any resolution as they were unable to find the part number and instructed me to call back with this information, then switched me over to another person which I had to once again explain my entire issue and was not of any help. I really don’t understand why Samsung can’t find the part numbers for their own products. I then called the technician, who would not give me the part number directly and told me that only Samsung can request part numbers. So, I had to call once again Customer Service to tell them to call the technician. What a waste of time!!! Another hour and 30 minutes of my life I can’t get back. After Samsung Customer Service finally knew the part number they told me that they can’t help me with warranty nor my claim, being inconsistent with the other Customer Service Representative. Really??? After all this trouble I can’t get any type of resolution and inconsistent answers for everybody I speak to??? I tell them that this is not what another agent told me and his only answer was and I quote “I am sorry but we can’t help you, if you want you can contact the President of Samsung to get a resolution, here is the address…in fact I recommend that you do”. What type of rude answer is that? Why do you have customer Service if they are going to “hot potato” it and throw it back to you…I am sure you have better things to do being the President. This IS why you have Customer Support…to help resolve customer problems and give excellent support. Which is not the case this time around. Your poor customer service attitude is pushing me to join the growing legion of unhappy Samsung customers for not doing anything to satisfy a frustrated client.

Let me just tell you that this has been a horrible experience. I am a Marketing Professor at a University (which I choose not to disclose), and in all my years of experience and teaching I have never seen such unsatisfactory customer service with no real support and a big waste of time. This may be the subject of my next customer service class; this is a typical case study to illustrate how large corporations can set themselves for failure. I am sure my students and their family will stay away from your brand. You are not supporting your products, rather disappointing your clients. The fact that I paid $2, 200 for a Samsung TV with a supposedly “top notch” quality product that goes bad after 3 years and the company does nothing to cure the damage is unacceptable. For that price I could have bought Sony, Sharp or any other reputable make. But no, I chose Samsung because I thought it was a quality product and a good investment. I have 2 other LCD televisions that cost me $1000+ each, 3 home theater systems $400+ each and a cell phone $150+….ALL SAMSUNG. I consider myself a loyal customer...and this is how I get treated??? This is the loyalty you have with your customers??? This is the type of customer support you want to have??? I am a Professor and $2200 is a lot of money for me, especially in this economy and yet I still cannot believe that Samsung is not willing to at least have good customer support and help with the resolution of my problem.

I am writing you, not only because it was recommended by your unsatisfactory Customer Service, but because I hope that you understand my position and my loss and you’re willing to help with some type of resolution. You, out of all people, should know the value of your customers. I am truly upset with the outcome of this television. I believe that this is a defective TV and it should be either replaced or repaired. I am astonished at the fact that a $2200 product will give up after minimal use and short after 3 years. Should I stop choosing Samsung for electronics? Should I share this experience with all the people I know? I trust that you will help resolve my problem. After all, you should stand behind your product, reputation and expensive products…once believed to be of the very best quality.

Sincerely,

Raul A. Herrera
404.424.2787
[email protected]