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Old 17.06.2011, 14:08
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Frustrated by Samsung warranty service

My Samsung LCD TV suddenly turned itself off on Friday, May 20th at the evening. No matter what I tried, the screen didn't come back. Only the power indicator was responsive and it even blinked when I pressed the buttons on the remote.

I checked Samsung's website. Alas, their warranty department only worked during business days, 8 to 5. I guess it was too much to hope for a 24/7 phone service in a small market like this.

I called them on Monday (May 23rd). They said they will forward the job to their service partner and I should expect a call by tomorrow. Since I was traveling till the end of the week, I gave them the phone number of my wife.

They didn't call back.

I arrived back to Switzerland the following weekend already frustrated by the lack of attention from Samsung. On Monday morning I called them back. The operator immediately recognized my voice (Why? Did she know I'll call back? Does it happen all the time?) and told me she'll probe the service partner again.

On Tuesday (May 31st) I finally received a call from their partner, Sertronics. They scheduled to pick-up the TV the next day. I was told they'll return it back next Wednesday. They came on Thursday, checked the TV, packed it and took it away.

Days passed and I didn't receive any feedback. On Friday (June 10th) I received a letter from Sertronics saying that the parts needed for repair were ordered back and it will take them 1~2 weeks before they can finish the repairs. The letter was dated Monday 6th but I only received it at the end of the week (hmm, how can post be even slower than priority B? Unless they actually sent the letter few days after writing it?).

I called Sertronics the same day (Friday, June 10th). They told me the repair was finished and my TV was already sent back (What happened to missing the parts?). I would either get lucky and receive it on Saturday or since the Monday is a holiday, I'll have it by Tuesday. Naturally I didn't receive it on Sat. and as you may have guess by this stage of the story, I didn't receive it on Tuesday either.

I called them again on Wednesday morning (June 15th). They told me that the TV was just handed to their shipping partner (wasn't that supposed to be done last Friday?). The shipping Partner called my on Thursday and scheduled the delivery for Friday morning between 8 to 11 (i.e. today, June 17). Almost a month after the TV broke? Well, not ideal but at least I get it back.

I received the TV an hour ago, in the afternoon. The guy said he was sorry he couldn't deliver it in the morning. I smiled and signed his form.

I opened the box, connected the TV and sit on the coach. I pressed the buttons on the remote. The power indicator blinked. No picture.

To say that I was frustrated is an understatement. After nearly a month I'm back to the first spot! And it is again a damn Friday afternoon!

I called Samsung. They said they are sorry. They will send another service partner, naturally next week since it is Friday. He is a good service partner and he'll be fast (Wait, what? they knew the other guys were less than OK? WTF?!).

So I'm sitting here, waiting for the new, good service partner to come and pickup the TV on some unknown date during next week. Samsung, if you ever read this, I have to say I'm very disappointed. Besides the TV, I have a printer, LCD monitor and a few other things with your brand. They are nice devices but next time I'll hesitate to buy another Samsung device. I just don't trust your warranty service.

p.s. I called Sertronics after talking with Samsung. I was polite and just let them know their repair service was rubbish. I also told them that I asked Samsung to send the TV to another service partner. I don't think they had any loss in this transaction as Samsung is most probably going to pay them anyway. I just hope others who might read this spread the word and avoid Sertronics. They are slow, badly organized and do not do their job right.
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Old 17.06.2011, 14:14
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Re: Frustrated by Samsung warranty service

unfortunately Sertronics seem to have the contracts from just about everyone to fix there electronics, they fixed my camera a few years ago, service wasn't the best, and was pretty slow, and to me it looked like all they did was swap the camera out anyway
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Old 17.06.2011, 14:19
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Re: Frustrated by Samsung warranty service

bigblue2: yes, I noticed they have service contracts with a lot of brands. It's a shame to hear after a couple of years, they are still so slow. Does it mean their partners never give them any feedback or they are the only game in the town?
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Old 17.06.2011, 15:44
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Re: Frustrated by Samsung warranty service

oh .. I reminesce about the Samsung stories back in my day...
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Old 18.06.2011, 08:19
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Re: Frustrated by Samsung warranty service

We had the exact same problem with our samsung (its a known issue) - they took ages to collect it and then we heard nothing for 2 weeks.

When I eventually managed to get hold of someone I was told that the parts that needed replacing were too expensive - So I asked if I was getting a replacement TV, they said no.

4 weeks later they did a bacs transfer for the full amount we had paid for the tv almost 2 years ago - result! shame it took 7 weeks to get to that point
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Old 18.06.2011, 08:47
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Re: Frustrated by Samsung warranty service

... sounds like my Samsung cell phone repair experience ...
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Old 19.06.2011, 20:49
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Re: Frustrated by Samsung warranty service

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We had the exact same problem with our samsung (its a known issue) - they took ages to collect it and then we heard nothing for 2 weeks.

When I eventually managed to get hold of someone I was told that the parts that needed replacing were too expensive - So I asked if I was getting a replacement TV, they said no.

4 weeks later they did a bacs transfer for the full amount we had paid for the tv almost 2 years ago - result! shame it took 7 weeks to get to that point
Wow, 7 weeks! Does it mean I have to wait 3 more weeks? I have also read on the different forums about this problem and it seems to be related to the power supply of the TV. Anyway, it appeared Sertronics did get the replacement parts but somehow managed to screw up something else: their repairs' report says that they have changed a board. Before their repairs, only the power indicator of the TV worked but now TV makes that greeting sound when I turn it on, though screen remains black. That means they fixed something but messed up with something else in the process.
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Old 19.06.2011, 20:52
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Re: Frustrated by Samsung warranty service

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... sounds like my Samsung cell phone repair experience ...
That's a pity. I like Samsung electronics products "when they work". This TV is quite nice, has great picture quality and supports all crazy network configurations. Still if they cannot provide acceptable support, I'm afraid in the future I'll have to go for other brands.
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Old 19.06.2011, 21:13
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Re: Frustrated by Samsung warranty service

Why don't you go back to the store where you have bought the TV? They should handle the repair because you have done business with them, not Samsung directly.
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Old 20.06.2011, 00:43
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Re: Frustrated by Samsung warranty service

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That's a pity. I like Samsung electronics products "when they work". This TV is quite nice, has great picture quality and supports all crazy network configurations. Still if they cannot provide acceptable support, I'm afraid in the future I'll have to go for other brands.
I had a Samsung cell phone. It died during warranty period. They refused to honor the warranty, claimed I had abused the phone. WTF?
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Old 20.06.2011, 07:28
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Re: Frustrated by Samsung warranty service

I bought a visually good quality Samsung 24" LCD computer monitor from digitec for less than 400chf a couple of years ago. My biggest mistake was not returning it to digitec within the first 2 weeks of purchase for a refund under my Swiss consumer rights when it failed.

Anyway, the monitor was returned after a further 2 or 3 weeks with some other less serious defects. They deflected my requests to give me a swap out, until a few months before the 2 year warranty ran out when they relented.

I would still buy Samsung gear when it is cheap, as it is good quality, and if it lasts the first 3 months, it usually goes on for a few more years.
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Old 20.06.2011, 07:59
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Re: Frustrated by Samsung warranty service

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I had a Samsung cell phone. It died during warranty period. They refused to honor the warranty, claimed I had abused the phone. WTF?
I had a Samsung netbook. Lovely machine until the screen went kaput, 2 weeks outside the warranty. The service partner (in the UK) wanted 75 just to look at it, and would charge me parts and labour on top. For a 350 item I decided it wasn't worth it.

Was very annoyed, and it certainly put me off buying Samsung products in the future. It's the only redress I have.
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Old 20.06.2011, 09:49
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Re: Frustrated by Samsung warranty service

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I had a Samsung netbook. Lovely machine until the screen went kaput, 2 weeks outside the warranty. The service partner (in the UK) wanted 75 just to look at it, and would charge me parts and labour on top. For a 350 item I decided it wasn't worth it.
I agree, not worth it, especially as the item is now old. Put it on ebay and buy another. Batteries, power supplies, main boards are all in demand. All things being equal it could work out a better than if you bought with an extended warranty.
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Old 20.06.2011, 09:54
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Re: Frustrated by Samsung warranty service

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My Samsung LCD TV suddenly turned itself off on Friday, May 20th at the evening. No matter what I tried, the screen didn't come back. Only the power indicator was responsive and it even blinked when I pressed the buttons on the remote.
As someone said a known issue, probably due to Samsung using poor capacitors on the power board, fortunately a simple fix for those with mediocre electronics skills, 10 chf in capacitors and a soldering iron is all you'll need..Don't get caught out paying hundreds of francs.

It's plastered all over the web if you google search you're bound to find a answer.

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Old 20.06.2011, 10:12
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Re: Frustrated by Samsung warranty service

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I called them on Monday (May 23rd).
On Monday morning I called them back.

I called Sertronics the same day (Friday, June 10th).

I called them again on Wednesday morning (June 15th).

I called Samsung.

p.s. I called Sertronics after talking with Samsung. I


You see your problem?
I hope after so many times you realize now that "calling" customer services is useless. It's nearly a scam organised by those stupid corporates who pretent to help the customers.

Now you're frustrated, angry, lost money on the phone and lost lot of time for nothing.

Don't bother anymore: you have a contract and warranty service terms and condition.
Read it, know what your rights are.
Write them immediately a recorded letter stating what you want and give them the delay explained.

If they fail write a letter saying you will take them to the "small claim court" and that's it!

But of course they will still annoy you and spread over weeks-

Threaten to take them to court unless compensation.


That's how it works, stop being a "victim customer, being fecked by those crappy "services".
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Old 20.06.2011, 10:14
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Re: Frustrated by Samsung warranty service

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As someone said a known issue, probably due to Samsung using poor capacitors on the power board, fortunately a simple fix for those with mediocre electronics skills, 10 chf in capacitors and a soldering iron is all you'll need..Don't get caught out paying hundreds of francs.

It's plastered all over the web if you google search you're bound to find a answer.


i have a rebranded samsung tv thats gone titsup, will have to check that
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Old 20.06.2011, 10:19
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Re: Frustrated by Samsung warranty service

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i have a rebranded samsung tv thats gone titsup, will have to check that
Open the TV and look for bulging cap's if you have them, replace them.

Worth a shot for the cost.
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Old 20.06.2011, 10:22
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Re: Frustrated by Samsung warranty service

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Open the TV and look for bulging cap's if you have them, replace them.

Worth a shot for the cost.
will do, took it apart already and checked the psu as I assumed it was that, couldn't see anything blindingly wrong but couldn't find anything on the net on this brand (vitze) didn't think to check for samsung, doh

oddly its only HD that gives the problem, 'normal' tv still works
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Old 20.06.2011, 10:23
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Re: Frustrated by Samsung warranty service

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will do, took it apart already and checked the psu as I assumed it was that, couldn't see anything blindingly wrong but couldn't find anything on the net on this brand (vitze) didn't think to check for samsung, doh
Mine went last week a Samsung 2333HD blue flashing light and turns itself off then refuses to come on, I can't see any blown caps, on mine, but if you google the part number for the PSU you can pick them up reasonably cheaply on ebay.
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Old 20.06.2011, 10:24
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Re: Frustrated by Samsung warranty service

Samsung used 12V where does Capacitor are connected. Going up to 25 v solves the issue but I do not know whta other implications it might take as I don't know which Cxxxx on the PCB are the ones blowing out.


Little known fact, those marks on top of the capacitors are the QA girls marking any non-missing components.
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