Amazon Review by Flea on a Drum
112 people found the following review helpful
After moving to another state, I broke from my usual purchase of Sony Bravia to buy the highly acclaimed Samsung. Best Buy brought it over and set it up on June 7, 2016. Soon I realized a problem: momentary and annoying audio and video degradation. I called Best Buy and they told me it was likely a problem with my HDMI cable, so I replaced that, but it made no difference. Then they said it was likely a problem with my cable/internet service. I called and scheduled to have the cable people evaluate my cable/internet. This did not solve the problem and the provider suggested a follow-up visit. This led to yet another visit, where a supervising technician informed me that he himself had purchased the exact same Samsung at Best Buy and that it exhibited the same symptoms. My cable wiring was replaced and did not solve the problem. I was told that the problem was with the TV. Called Best Buy and was told that the unit could not be returned because now the return window had passed; I would have to deal with Samsung. Called Samsung and after emailing my receipt and establishing a case file, and a girl spent considerable time having me unplug & plug various devices. Then she had me perform a reset and some other procedures. None of this did anything. Eventually, a technician came and replaced the main board and the speakers. This solved the initial problem, but I then could not connect to the internet or my apps (Netflix, Amazon, etc.). I was told to call Samsung again and, after the obligatory reset and unplugging ritual, was told by them to contact my internet provider to get my IP address. The provider spent a lot of time digging to find what turned out to be four different IP addresses: an "MTA" address, a "CPE" address, a "CM" address and some other one. I called Samsung and after a long hold, got someone to report this information to. It didn't work and I was then informed that I also needed a "Gateway address". So, I called the cable company yet again and after a lengthy search (and a reminder that they are not a TV repair facility), they provided me with my Gateway address, which I then reported to Samsung Service but it, too failed to solve the problem. They said they would schedule another service visit and two weeks later another main board was installed. Although I could now get internet and apps, I now could not get USB media to play, so I could not show my vacation pictures, etc. The repairman said he could do nothing until I had my cable provider come out again. The cable company sent someone out, but they failed to see why they were summoned---there wasn't anything wrong. I told them that the repairman had said that he wouldn't come back to fix the TV until after I called them out again and he had refused to simply call them to verify what I had said about their various visits. The cable company was not pleased that I was making them come out for no reason and I empathized. I then was contacted by the local repair scheduling rep. at CES in Bradenton, FL and they told me that This is a problem with your cable provider; we get this all the time., even though I tried to explain to her that I HAD internet access and apps on this set all along---until the technician replaced the main board---the board was the problem, not my cable service. Sirrrrr, Im not going to argue with you, she defiantly declared. I told her it was not argument; it was just a fact that she could easily check by speaking with the repairman she had sent. This angered her. I called the repairman and was told to contact Samsung, who reengaged me with the unplugging/plugging ritual once more. Then the woman said that they would agree to my request that they replace or provide a refund, provided I give them just one more chance to repair the unit. I agreed, provided it would be done quickly. This was agreed to, however Samsung relayed my complaint about the local CES repair person who I'd mentioned had been so rude to me. This apparently angered CES and they then claimed that their technicians were unavailable indefinitely---they had suddenly been called for jury duty. Oddly, when I then called the technician on his work number, he answered and acted as if he was indeed still working for this CES company. When I told him who I was, he immediately stated that he was busy because of jury duty and had no idea when I would be helped. He also said he had no idea how to get my media to work, and that I must now deal with Samsung. I called Samsung many times and told them that they should issue a refund, due to the fact that they failed to honor their side of our agreement. Seven times I was put on hold---one time for two and a half hours---before being promised that I would actually be put in touch with someone. But, as expected, I was routed to a prompt where I was asked to leave my number and wait for them to call me back. They did not do so. I had been repeatedly told that people would call me back and no one did until yesterday when, after the obligatory discussion with a front line "get them to give up and leave us alone" person, I was put on hold yet again. It was my land line and I let it hold while I was doing work on my house. After a long time I happened by the phone and noticed that the spacey "on hold" music was no longer playing and that there was actually a person on the line. They had me explain everything (now for the umpteenth time) and promised to evaluate my situation and get back to me with a proposed solution. It has been nearly 4 months and I still have a $830.00. TV that doesnt work. Will report back if I ever do actually receive a reply from Samsung about this...