How do I get in touch with the exchange department?
My ticket was approved more than 10 days ago and I accepted my return more than 7 days ago.
The exchange department is supposed to be open from 2PM to 5PM everyday, but I have been unable to reach them 10 days in a row.
The customer service department cant reach them and the "Executive customer service" department cannot get in touch with them even over email.
WTFFF!! Can I just get my money back so I can go buy some other TV and not deal with Samsung again in my life?
How long do you expect me to not have a TV at my home for no fault of mine?
Same story for me on J6200 Series TV (lines on screen, then white and black area in corner of screen, then noticed hot to the touch and bezel started to melt). I purchased mine directly from Samsung.com in January of 2016. Mine went out June 30th of 2017, so mine lasted 1 year and 5 months. I chatted with Samsung to ask if there was some type of recall, etc even though I understood I was out of warranty. Please let me detail my interaction with the customer service department:
6/30/17- During chat, was told that they would have a technician come to my home to fix TV free of charge on a "one time accommodation". I received emails indicating such (including the name of the TV repair company- 15 minutes from my home).
7/8/17- Phone call from Samsung indicating they could not find a service center near me (see above). They issued a new ticket and I was told to call Executive Customer Relations the following Monday.
7/10/17- Called Executive Customer Relations. Was told they just needed my receipt and action would be taken. I didn't have my receipt, but had the purchase order numer (since bought from Samsung.com). After seeing that, he stated that they would do an exchange. They just needed to look in the warehouse for a similar TV. If a more expensive one was found, I would pay the difference. They were to call when found the TV.
7/13/17- Call from customer service indicated they needed an actual copy of the invoice to proceed. Through a lot of transferring, I had one emailed to me, which I then emailed back to them. I was then told that they would again contact me about either a pro-rated refund or an exchange.
7/13/17-- Call from customer service that the Escalation Team reviewed my situation and that Samsung was not going to offer me any help. They also indicated that there was no further recourse for me because the Escalation Team is the final word. I asked why/how these other departments (including Executive Customer Relations) offered me a solution and now Samsung was going back on their word. She essentially said that they had no authority to promise me anything and the Escalation Team is the final word.
I understand that I was out of warranty, and I was appreciative when a solution was given. However, what really bothers me is that they offered several solutions and then took them all back. Very poor customer service!
Anyway, I just got off the phone with customer service to ask if this is really the way it was ending and they confirmed it was.
I am very disappointed, and given this was poor customer service and my TV lasted 1 year and 5 months, I will be shopping for a Sony.
So yesterday I get an email saying a replacement for our melting TV has been approved by corporate. Great! And then this morning, I get an email saying my service ticket has been cancelled, without any reason for why it was cancelled. Huh? So now what?