Last month (August) I sent one of my 213T to Samsung's service department because there was excessive bleeding of the backlight on the screen (you could literally see a big X from corner to corner on a blank or partially blank screen it was so bad). So they send me shipping labels and everything, I figure cool. It's delivered to their service department on August 15, 2005. I was told it would be a week from the time they get it, to the time they're done with it. So 3 weeks ago I call Samsung back and ask them what is going on (2 weeks since they've had the monitor). They tell me they are waiting on the part they need to come in, should be in within the next week.
Yesterday, September 22, 2005, I call up because still no word. Samsung tech doesn't know why so they give me the direct number to the company that does their service work (Far East Service Corp). I call, I'm quickly told to hold on, not put on hold mind you with some great elevator music, but they just set the phone down. Ok maybe they're just busy? No, this lady had to sit there and haggle about a car lease she was getting, great thing to do while you're working. So she finally finds time to get back with me on the phone and the fun begins. You think Dell's customer support people are hard to understand? Try understanding someone that sounds like they're reading a translated Babblefish script in a very heavy Chinese accent. Now, remember, they're supposedly waiting on parts from 3 weeks or more for my monitor. Well she informs me that their technicians found nothing wrong with my monitor. So why the hell has it taken over a month to determine this and the monitor still isn't sent back to me? I try to explain to her what exactly is wrong. She's obviously <b>only</b> a receptionist because I quickly find myself explaining to her what a backlight is. I think she tells me she's going to get a technician on the phone so I can explain the problem I was experiencing. He gets on the phone, same type of speech as the woman, but he's a technician he should know what I'm talking about right? I only wish. I have to explain to the guy that is supposed to be working on the monitors about what a backlight is! WTF!?
So I'm told to call back today to speak with the supervisor. I call and what do you know, he didn't come in today. But apparently they took it upon themselves and had an "engineer" look at the monitor and determined that they should replace the panel. Well cool this is sweet. BUT! The panel they need is on backorder and they have no ETA in the foreseeable future. Joy! So after being bounced around, guess who I happen to get transfered to? The supervisor that didn't come in today, imagine that. He offers no explanation as to why it's taken over a month even though up until yesterday they had the monitor down as "not defective", why wasn't it sent back to me then? No answer. Why was I told 3 weeks ago that they were waiting on parts? No answer. But he offers to replace the panel, though they have no ETA for that panel. So bottom line is it's taken over a month for something that I was told would take 1 week. Still do not have what I would consider an acceptable monitor and I'll have to go back and waste more time with Samsung haggling about getting a straight replacement for my monitor. Because I was informed by one of the customer service staff at Samsung yesterday that he had no idea why they didn't just exchange it in the first place. He said a new monitor should have been shipped to me and I would have 30 days to ship the other back.
This is nonsense, I've purchased 5 Samsung LCDs all together over the past 2 years. This is the only one I've had a problem with, I still don't know if they will do what the one guy said about shipping a replacement (monitor was purchased in December, 2004).
It's very annoying, sure it's only an inconvenience about not being able to work on 2 monitors. But what really gets to me is the level of incompetence. When a monitor is sitting in some factory or whatever for that long and no one has a clue about what's going on with it, son of a bitch. I'd still say Samsung has a pretty good product in their LCDs, but for the future, I'd definitely start checking other companies to see whose using Samsung panels. Or if you must purchase a Samsung brand monitor and need it serviced, demand you get it replaced and not repaired.
Yesterday, September 22, 2005, I call up because still no word. Samsung tech doesn't know why so they give me the direct number to the company that does their service work (Far East Service Corp). I call, I'm quickly told to hold on, not put on hold mind you with some great elevator music, but they just set the phone down. Ok maybe they're just busy? No, this lady had to sit there and haggle about a car lease she was getting, great thing to do while you're working. So she finally finds time to get back with me on the phone and the fun begins. You think Dell's customer support people are hard to understand? Try understanding someone that sounds like they're reading a translated Babblefish script in a very heavy Chinese accent. Now, remember, they're supposedly waiting on parts from 3 weeks or more for my monitor. Well she informs me that their technicians found nothing wrong with my monitor. So why the hell has it taken over a month to determine this and the monitor still isn't sent back to me? I try to explain to her what exactly is wrong. She's obviously <b>only</b> a receptionist because I quickly find myself explaining to her what a backlight is. I think she tells me she's going to get a technician on the phone so I can explain the problem I was experiencing. He gets on the phone, same type of speech as the woman, but he's a technician he should know what I'm talking about right? I only wish. I have to explain to the guy that is supposed to be working on the monitors about what a backlight is! WTF!?
So I'm told to call back today to speak with the supervisor. I call and what do you know, he didn't come in today. But apparently they took it upon themselves and had an "engineer" look at the monitor and determined that they should replace the panel. Well cool this is sweet. BUT! The panel they need is on backorder and they have no ETA in the foreseeable future. Joy! So after being bounced around, guess who I happen to get transfered to? The supervisor that didn't come in today, imagine that. He offers no explanation as to why it's taken over a month even though up until yesterday they had the monitor down as "not defective", why wasn't it sent back to me then? No answer. Why was I told 3 weeks ago that they were waiting on parts? No answer. But he offers to replace the panel, though they have no ETA for that panel. So bottom line is it's taken over a month for something that I was told would take 1 week. Still do not have what I would consider an acceptable monitor and I'll have to go back and waste more time with Samsung haggling about getting a straight replacement for my monitor. Because I was informed by one of the customer service staff at Samsung yesterday that he had no idea why they didn't just exchange it in the first place. He said a new monitor should have been shipped to me and I would have 30 days to ship the other back.
This is nonsense, I've purchased 5 Samsung LCDs all together over the past 2 years. This is the only one I've had a problem with, I still don't know if they will do what the one guy said about shipping a replacement (monitor was purchased in December, 2004).
It's very annoying, sure it's only an inconvenience about not being able to work on 2 monitors. But what really gets to me is the level of incompetence. When a monitor is sitting in some factory or whatever for that long and no one has a clue about what's going on with it, son of a bitch. I'd still say Samsung has a pretty good product in their LCDs, but for the future, I'd definitely start checking other companies to see whose using Samsung panels. Or if you must purchase a Samsung brand monitor and need it serviced, demand you get it replaced and not repaired.
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