Complaint: Promised an exchange on a tv and then didnt follow through.

on 21 November 2018 about Samsung in category Consumer Electronics

New complaint
In treatment
Complaint resolved
Complaint closed

My complaint:

Our $2,000, 65” Samsung tv’s panel broke after 18 months, didn’t have extended warranty. Called in September and there was a miscommunication about the warranty, Samsung representative told me for a one time courteous request they would provide me the parts for the tv and I would pay for the service call, around $286.00. A service gentlemen that Samsung set up came out and said it was the panel. They called Samsung and that panel wasn’t available so they would exchange the tv. They called me when I was at work and I couldn’t answer but I have the voicemail saying I to call back to set up the arrangements for the exchange. You can’t call that department directly, they have to call you. On 112 I got a call from that department that they needed proof where I bought the tv so they could give them credit for an exchange. I sent it and nothing, I call every other day and am told they will call me back within 24 to 48 hours and they don’t. If they upfront told me I’m sorry but there isn’t anything we can do I would’ve walked away but they kept telling I was going to get an exchange. Tonight, 1120 I spoke to a supervisor, and he said the case is closed. I have 2 voicemails as proof I’m going to get the exchange and the lady who talked to them directly that told her I was going to get the new tv. The gentleman I talked to tonight told me they were all wrong. Three different people are wrong?

Desired solution:

The solution I am looking for is either a new panel for the tv at no charge just paying for labor or a new 65” tv I was told I was going to get.

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