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Samsung Complaint - Broken TV Remote - Second time same fault - Samsung 55" LED TV
Samsung Complaint

Samsung Complaint


Broken TV Remote - Second time same fault - Samsung 55" LED TV

Date: 4th May 2013

Re: Service received on 4th May with regards to a TV fault

To whom it may concern.

On Saturday 4th May I called Samsung support to report an issue with my remote control for me Samsung 55%u201D LED TV.

Very soon after I purchased the TV, I experienced problems with the remote control. I just put up with it for a few months and then thought about the warranty and called Samsung technical support. They despatched a replacement remote control after numerous tests.

After a few months, exactly the same problem happened whereby if I press a button on the remote all of the lights flash very quickly and I am unable to use the remote. Taking the batteries our / resetting it make no difference, the only thing I can do is wait approx. 5-6 days and then it seems to work again.

I called technical support and they asked when I purchased the TV. The date that they had was 1st May 2012 which seems to be a coincidental date, 3 days after I called and the 1st of the month. After that point there service strategy seems to change and no longer did I feel a valued customer but just someone who had to justify what I was saying. They were not interested in my problem and told me to go away and try a camera test, I did this called back and then I was told to send them proof of purchase. I did do that and unfortunately I could not find the receipt. I called back to explain this and again the response was sort of polite in terms of knowing that they could be recorded but very much along the lines of, if you cannot produce the proof of purchase then don%u2019t come back to us unless you want to pay.

When I asked about the policy for a repair which was carried out on a part which has subsequently failed I was told that it was connected to the main warranty and that is how it is.

I have purchase many items from Samsung in the past. TVs, Phones to name only a couple. It was not until this issue and when I went on the internet to find an address to send this mail to was I so shocked about the huge number of negative comments about other issues consumers had raised. Some of which were for very similar problems as mine. Needless to say this will be the last product I will be buying with the Samsung brand.

As the remote was exchanged last time and obviously the same issue has occurred a few months later, if I was to pay then how would I know this would resolve the problem or am I expected to purchase remote controls at a cost every 4 months from you, for an initial purchase of a 55%u201D LED TV which was at the top end of your price band at the time of purchase.

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