This is the letter I sent to Samsung (twice). This one is updated to include specific tracking #s/dates/times etc. I believe the letter will most closely explain the whole ordeal that I went through.
Samsung Electronics USA
Office of the President
400 Valley Rd STE 201
Mt Arlington, NJ 07856
Dear Mr. CS Choi:
I find it necessary to write this letter as I have gone through the most horrific and drawn out experience ever in my dealing with Samsung and the issues with my blu-ray player.
I purchased a Samsung Blu-Ray player model BDP-3600 as well as a 67” LED DLP TV model HL67A750A1FXZA on April 11, 2009 from fotoconnection.com via order number **. I received the Blu-ray player via UPS 1Z007FX10359655253 delivered 4/23/2009 and the TV via cevalogistics.com waybill 57653272 delivered 4/27/2009. These items are registered at Samsung.com under the email ** For reference, I also have transaction numbers **, **, **, **, **, **, **, ** and **.
My issues began immediately upon receiving the blu-ray player. It would take an extremely long time ‘loading’ discs and would then frequently eject them giving errors that the disc or format was invalid. I called in for support and troubleshooting. After a few days of chat and phone calls I was told that the player was defective and needed a repair.
I argued my case that a brand new player just out of the box should not have a repair and should instead be replaced with a new one, but since I purchased it from a reseller and the reseller would not take it back, I made no progress with that request. I concluded that I had no other choice and sent the blu-ray player in for repair. This whole process, including basic ground shipping to and from Samsung took three weeks from the time I sent it in on 5/8/2009. Details below:
Defective unit sent to Samsung (1st repair):
UPS 1ZRV25739092409265 delivered 5/14/2009
Repaired product received back from Samsung:
UPS 1Z4F487E0347840969 delivered 5/28/2009
Ticket 4003491308 opened 5/7/2009
When I received the player back I continued to have the same issues and decided to live with it while I further researched the product reviews, and with the hope that maybe it was something that would remedy itself (perhaps a future firmware update). As I found no other mention of anyone else having these issues and the issues persisted, I concluded it would be best to get it fixed and sent it back in for repair after being told by technical support that this was again in need of repair. I sent it in on 7/5/2009 and just over two weeks passed before I received the player back. Details below:
Defective unit sent to Samsung (2nd repair):
UPS 1ZRV25739097677967 delivered 7/10/2009
Repaired product received back from Samsung:
UPS 1Z4F487E0347364920 delivered 7/20/2009
Ticket 4005277529 opened 7/6/2009
I again experienced the same problems. I called back in, did troubleshooting with technical support again, described the issue again, and confirmed that this was not ‘expected behavior’ as I was starting to believe it may have been. I was told it needed to be sent in for repair again.
As I had little faith that a third repair would pull me out of the cycle I was stuck in, I escalated my case to executive customer relations and requested that the player be replaced. I have to say it took considerable haggling to get this accomplished as I was told very firmly that the best Samsung would be able to do would be to replace it with a refurbished unit. I did not see this as a reasonable offer since I purchased it new and never had it work properly.
With this in mind I pushed on with my request and in the end I was accommodated with a brand new replacement unit. I was told that the new unit would not come with a fresh warranty and that my previous loss of use and time out for repairs simply washed that first few months of warranty coverage down the drain. I received instructions to send my defective unit in and did so on 8/20/2009.
I waited a few weeks and received nothing back. I called in and was told that the unit was received at the repair facility but should have been sent to a different facility that handles the replacement process (I was provided the wrong return labels). They said they would work on sending it within Samsung to the correct location. In total it was a few days short of seven weeks from start to finish. Details below:
Defective product to Samsung (1st replacement):
UPS unknown from me to Samsung
UPS 1ZRV25739098418342 delivered 9/2/2009 (Samsung to Samsung)
Replacement from Samsung (1st replacement):
UPS 1Z57V5370353381157 shipped 10/1/2009, delivered 10/6/2009
Ticket 4005456944 opened 8/19/2009
I plugged the new player in, played a disc, and there was an intermittent ‘popping’ noise in sync with a momentary lapse of video every minute or so. I figured this must just be something wrong on my side, as I couldn’t possibly have received a second defective player. I proceeded to restore the player, update the firmware and even purchased new HDMI cables. I determined that the HDMI connection resulted in this noise, but if I used a standard a/v cable then there was no issue. I continued to use the a/v cables thinking this would be the best solution. However, I soon started experiencing full failure of video and could not make it but maybe more than 30-45 minutes into a movie, whether a blu-ray or streaming Netflix. Interestingly I did not have any issue with discs not being recognized and getting ejected with this unit as I did with the previous one.
I called in again to technical support. I explained what I had done and it was again determined that there was a defect with the unit. I was offered a repair. I advised the agent that a repair on a brand new unit would not be acceptable and again went to executive customer relations.
Executive customer relations told me that the unit would not be replaced with a brand new one and my only available path would be a repair. I asked to escalate and was told that the next step would be to speak with case management. I requested that we do that and was told that I would get a call back from them in 48 hours.
I waited a week and did not receive a callback, so I called in and was told it was re-escalated and to give it a few more days. I waited another week with no callback, so again I called and was told it was escalated again and that need to give it a few days. I waited a third week with no callback and called back and was told that the case management department was very backed up and sometimes it is a few weeks for them to call back. I was, however, informed by the agent that she would be willing to set up an exchange for a new unit and she set up the order. I shipped it out on 11/5/2009. Details below:
Defective product to Samsung (2nd replacement):
UPS 1ZRV25739093607870 shipped 11/5/2009, delivered 11/10/2009
Replacement from Samsung (2nd replacement):
UPS 1Z57V5370354992923 shipped 12/28/2009, delivered 1/4/2010
Ticket 4005740511 opened 11/2/2009
I gave it a little over a week and then called in to ask the status and was told that the warehouse did not check it in yet. I was told to wait. I called back the next week was told that they would send an email to the warehouse to request that it be checked in so the new one could be sent out. I was told to wait. I called in a week later and was told the same thing. I asked to escalate this issue to the case management team and was told that it was escalated and that I would get a call back in roughly 48 hours.
Another week passed and I received no player and no callback from case management. I called again to executive customer relations and was told that they would email the warehouse and I would need to wait longer. I made a number of calls in the meanwhile and was given the same answer. On December 10th I spoke to Dakelia W, and while she could provide no further assistance on getting the player out to me than the other agents, she did provide me the direct contact information for the case management team since I had been waiting on them to call me back for so long already.
I immediately called into case management and was told that they would send a request to the warehouse to get this resolved and I was told that since they work closely with the warehouse that it should be cleared up within the next few days and that I would get confirmation when the player ships. I received no confirmation and so I called back on December 15th and again was told the same thing. December 18th, I called in and spoke to Rich who expressed his sincerest apologies about this taking so long, but alas, he could no more tell me when I would get my player than anyone else could.
This is my experience as it stood when I initially wrote this letter on 12/19/2009 and sent it in via USPS Certified mail to Samsung corporate. I have since made some minor changes and have updated the shipping dates and tracking numbers, as I did not include them on the first letter. Details regarding the initial certified letter listed below:
USPS 70060810000403495092 shipped 12/19/2009, delivered 12/22/2009
I subsequently did receive the blu-ray player back 1/4/2010. This entire replacement process took two months total. I have also not received any contact back from Samsung Corporate as I requested below in this letter.
Furthermore, just days after receiving the player back (1/8/2010) my Samsung 67” LED DLP TV completely died. I called into support the next day and opened ticket 4006026445 requesting repair. The TV was subsequently repaired 1/15/2010. Please keep in mind that meeting the repair technician at my house was again more of my time that is now gone from this entire Samsung saga.
At this point it has been nearly nine months of Samsung product issues and failed Samsung customer support.
I was a new customer to Samsung (although I am no longer interested in being one) and I would have never imagined that it would be possible to have so much gone wrong. I am not typically someone who would write into a company like this, but I have not otherwise found any resolution by calling into the customer support line and do not see any other option available.
I have not been upset with the agents I spoke to and I can say that they have generally been positive and have wanted to help. I most specially, would like to say that Dakelia and Rich (agent # 54) were superb agents. I have come to the conclusion, that even though Samsung has some wonderful people working the phones, that these agents simply have not been empowered by Samsung nor have they been given proper tools to do their job. As much as Rich and Dakelia convinced me that they wanted to resolve this for me, they none-the-less were simply unable to do so. I do the same job working in customer relations for a different company and I understand that some things are beyond an agent’s control.
I would like to point out additionally, that this has not only been a huge waste of time, it has also been a waste of money. I purchased the blu-ray player about 9 months ago and it has been in my hands for only about 4 months, during which I have either been troubleshooting, waiting for a callback, or just trying to use it as best I could. So for one, I spent $300 on a player which is now selling for about $100 less. On top of that I have subscribed to the Netflix three at a time blu-ray subscription, which is about $25 ($22.72 to be exact) a month, and so considering 9 months of blu-rays just sitting on my table, then we have another $205 down the drain.
A conservative estimate not even taking into consideration the time and effort and frustration (extra HDMI cable) spent on this situation, I can quite reasonably state that Samsung has successfully wasted $300 of my money. If we were to factor in my time and frustration then I would have to say that this cost would considerably increase.
I believe it relevant that you know I posted an ad on craigslist for the sale of this item. The ad was as follows:
“Samsung BD-P3600 Blu-ray player (New) - $250
Retails from Samsung for $299. This oddly enough is a brand new unit. I originally purchased this model 8 months ago, but after massive issues with the product and Samsung support I have finally got them to replace it with a brand new one 8 months later. I will tell you this: Samsung has the most horrific customer service (nice people, just no one can do anything) and I wish Samsung customers the best in not getting a defective product, as if it works it's great, but if not you have a long road ahead of you.
Suffice it to say, I have this brand new blu-ray player in a sealed box, but I am no longer interested in having Samsung products in my house and am willing to discount it to $250 which is the lowest I currently see it selling for before s/h/tax.
Thank you! “
I was able to find a buyer, who regardless of my advisory paid $200 for it. As of early January, I gave up on resolution to this issue with Samsung and purchased a Sony PS3, which now takes care of my blu-ray needs. I would have to add, that at the same $300 price point the PS3 does much more than the Samsung player.
I would like to know what Samsung could to do make up for this blatant failure of service and support. I believe a show of good faith from Samsung in recognition of all that has gone wrong and in consideration of my thus far negative-return investment in Samsung products would be a more than reasonable request. Samsung should take responsibility and find a way to make up for this situation that I have gone through.
From here the only additional course of action I have is to warn others and provide this information and letter to any relevant news and consumer protection group including but not limited to those listed below:
Federal Trade Commission
http://www.ftc.gov/bcp/consumer. shtm
Better Business Bureau
http://www.bbb.org/us/Consumer-Complaints/
Texas Attorney General
http://www.oag. state. tx. us/consumer/complain. shtml
Consumer Complaint Agency
http://www.consumercomplaintagency.org/
I did make one final call to Samsung today and spoke to Zugo (as a person a seemingly good guy) in the Case Management area. I verified with him that he is the highest level of phone support available for Samsung and that Samsung policy to not do anything reimbursement-wise or appeasement-wise for customers who have lost faith and money in Samsung. I confirmed with him that there would be no point of me sending this revised letter to him, as his department has no empowerment to provide compensation or appeasement to customers. This is the exact same information I was provided by another Case Management agent just a few weeks ago, but I wanted to give it one last attempt.
I cannot say why, but I feel it necessary to send this revised letter. I don’t see a practical purpose in spending the extra few dollars again for delivery confirmation, but I will go ahead and do this anyhow. I have absolutely no hope of Samsung showing the slightest inkling at this point that it cares for one customer that has put his faith and money into their products and services (a conclusion I have come to after nine months of experience and observation). This company is obviously driven with a tunnel vision like focus on profit with no concern to quality or service or the fact that those of us out there who have little money to begin with are taken on a long, expensive ride and then dumped off to find the next passengers with money in their pocket.
Respectfully,
Nelson B
2nd certified Mail Receipt - 70060810000403538348
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