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Samsung Electronics America, Inc. Samsung Voided Warranty on $1300 Plasma TV with WIDELY known defect, calling it Physical Damage Ridgefield Park, New
6th of Jan, 2012 by User960453
I will keepmthis short as this story has been told by thousands others. Bought a 58" Plasma Samsung Television in March of 2011... By July it overheated causing an internal crack in the panel. Contacted Best Buy where it was bought, they directed me to Samsung. Samsung asked for pictures, sent pictures twice that they kept saying were not good enough. I finally asked them to have one of their techs come out to solve the problem and take a look at it, and take pictures. They sent their contracted repair company Nisi out to my home. Nisi took pictures and said to follow up with Samsung in 48 hrs. Followed up with Samsung, they conveniently never could retrieve the pics from their own contracted repair company, and apparently the guys who came to my home, and their report just FELL OFF THE FACE OF THE EARTH. I asked when they could send them out again, they said they wouldnt that I needed to send in a THIRD SET of pictures. I stupidly did so. They then sent those to a panel evaluation team just like the rest ( so they told me ) called to follow up, because of course they never call you.... And they told me that the pictures were still not satisfactory!!! At this point there was NO question this was just a stall tactic from them. I told them that was ridiculous, that the pictures were VERY clear in showing the crack. Also the pictures I sent were the EXACT shots they had asked for, just like all the times before. I next received a call from Nisi, the repair Co. saying Samsung had agreed to pay for parts totalling somewhere around $900-$1200, but that I would be responsible for the labor charges. This is just ANOTHER RED FLAG if you ask me. My pictures had already proved at one point that the TV was not physically damaged, it is even in the notes on file with Samsung, but for some reason it was sent BACK to a panel evaluation where it supposedly was decided different. Sounds to me like someone probably got in trouble at Samsung for an honest evaluation. Anyway, I have filed a complaint with the BBB in New Jersey, like so many others, hoping they will hold Samsung to the Agreeance for Voluntary Compliance they entered into with the BBB in New Jersey regarding their unfair business practices and their not honoring their warranties. But I have since received a call from a child-like representative from the Presidents office... (So he says) regarding my complaint to the BBB in New Jersey. He called to confirm that I was refusing to pay the labor charges for the repair of my TV that is still under warranty, and to tell me ( and I quote ) " Your just out of Luck, the warranty was voided due to physical damage".... While he well knows it was not physical damage, rather the WIDELY KNOWN DEFECT in these televisions and it seems some of their other products too. Seems like someone else at Samsung knows this too.... Because, this is my point..... IF THEY TRULY BELIEVED IT WERE PHYSICAL DAMAGE.... THEY WOULDNT BE PAYING FOR THE PARTS TOTALLING ANY DOLLAR AMOUNT, LET ALONE $900-$1200. Face it, them offering the cost of parts is admission alone, that THEY KNOW THERE IS A DEFECT!!! I think it is ridiculous to spend $1300 on their product and have the company deny warranty on it after only 3 months!!! C'mon Samsung, you cant even guarantee your products will work for 3 MONTHS!!! Waiting to hear back from the BBB in New Jersey on what, if any, action will be taken to make Samsung comply as agreed upon in the AVC agreement. At this point Im not sure since it seems Samsungs safeguard is to come up with ANY REASON TO VOID YOUR WARRANTY, no matter what product, the problem, or how long you've had it. Comes down to your word against theirs, and lets face it, the days of the customer is always right.... Just dont exist anymore.

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