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On August 12th I purchased a new Q series TV from Samsung Direct. Quick delivery...set broke after 4 hours. In spite of their 'new' &quot;excellence in customer service&quot; policy, it is virtually impossible to achieve anything more than a human delivered, robotic response. Zero help...zero concern...zero incentive to rectify any issue that involves a defective product. The TV was re-boxed (at MY expense), picked up by FedEx (on their nickel) 5 days later and now it is the 30th of August. I have yet to receive ANY contact from Samsung via email or phone concerning their intentions. I have called them 5 additional times and have received 5 different explanations why my refund has not been processed. I even tried to get them to just send me a new TV, but their policy doesn't allow them to send a replacement until the initial purchase issue has been resolved. For further insult: they also took my old set away as part of the original delivery and promised me a credit of $200 for the old set. That money can only be reimbursed via a &quot;E Certificate&quot; good only for purchases at the Samsung web store. Of course, that amount can't be awarded until the initial sale has been finalized! They can't finalize the original sale because the product was returned as defective. <br /> Samsung only uses circular logic. I have since made a purchase locally of a better TV from LG. This new set is flawless. I have no idea how long I'll be made to wait for Samsung's customer service to catch up with their false promises!