With all the gripe about bad customer service, especially from Samsung's rival, LG, I was fearing the worst, but this is not a ranting post, but a raving post because these guys know how to do it!!!
Being in the audiovisual trade, I've been dealing with many companies attempting to get flat-panel TV's repaired, and for many, it's not easy. Plasma TV's are very heavy, very big, and very fragile, making shipping expensive and troublesome. For some reason, most manufacturers act like these things don't break down. Yes, they are more reliable than I thought they would be, but sometimes one of them does break down (Sonys and LG's have been the worst!). Unfortunatley, the manufacturers sort of treat warranty work on these things the way they would a little portable CD player or something. You must send the unit all the way across the country to their factory to get repaired. The whole process usually takes about a month or more to complete from the time you start the process till you get a repaired TV back up on the wall.
Today however I had to deal with Samsung, which is a first, since their plasma TV's don't break down too often. In fact, this was the first one I have had to get repaired under warranty. (we're a dealer, but no a repair center) Thinking that they were going to run me through the same mess other manufacturers put me through, me and another co-worker removed the screen from the customer's location and carried it back to the shop. At the shop, I called up Samsung, and was on hold for only about 10 minutes. This sounds like a lot, but it's pretty good for an electronics company! After explaining her the problem, she got my location, and then confrenced me into a local warranty shop. I thought I would at least need to carry it over to their shop...better than shipping it out. Well, much to my delight, they set up a service appointment to have them come to my office and repair the plasma TV right there
Awesome! I don't need to worry about it getting broken in shipping, or having to get manpower to move it across town in the back of a van. They are coming in Monday and will have all the parts they believe are bad in it if they need to swap out anything! The customer will be down less than a week if all goes well!
Have any of you had any experience dealing with Samsung service on washing machines??? It looks like they have their bit together here.
Being in the audiovisual trade, I've been dealing with many companies attempting to get flat-panel TV's repaired, and for many, it's not easy. Plasma TV's are very heavy, very big, and very fragile, making shipping expensive and troublesome. For some reason, most manufacturers act like these things don't break down. Yes, they are more reliable than I thought they would be, but sometimes one of them does break down (Sonys and LG's have been the worst!). Unfortunatley, the manufacturers sort of treat warranty work on these things the way they would a little portable CD player or something. You must send the unit all the way across the country to their factory to get repaired. The whole process usually takes about a month or more to complete from the time you start the process till you get a repaired TV back up on the wall.
Today however I had to deal with Samsung, which is a first, since their plasma TV's don't break down too often. In fact, this was the first one I have had to get repaired under warranty. (we're a dealer, but no a repair center) Thinking that they were going to run me through the same mess other manufacturers put me through, me and another co-worker removed the screen from the customer's location and carried it back to the shop. At the shop, I called up Samsung, and was on hold for only about 10 minutes. This sounds like a lot, but it's pretty good for an electronics company! After explaining her the problem, she got my location, and then confrenced me into a local warranty shop. I thought I would at least need to carry it over to their shop...better than shipping it out. Well, much to my delight, they set up a service appointment to have them come to my office and repair the plasma TV right there
Awesome! I don't need to worry about it getting broken in shipping, or having to get manpower to move it across town in the back of a van. They are coming in Monday and will have all the parts they believe are bad in it if they need to swap out anything! The customer will be down less than a week if all goes well!Have any of you had any experience dealing with Samsung service on washing machines??? It looks like they have their bit together here.
