I'm dealing with a nightmare purchase from Samsung's ecommerce site and have no clue how to fix it. I purchased a 65 inch tv from them back in late December. Didn't say it on the website, but it was backordred so I received the tv in late January. The tv is defective(screen looks funky at the corners) so i called them to get a replacement. They requested photos while on the phone, Send them photos, confirmed they received them, all good. Turns out they don't do replacements, the only option is to return it. The CSR told me the return system was broken and it would take a few weeks to receive a return label. Odd, but ok. Said they would ship me a box and label. A month passes, no updates, so I call back.
New CSR tells me they are not sure why the refund process didn't go thru, but they will try again(they need to get approval from the returns department, which takes 3-5 days). Ok. I wait 2 weeks, never hear back.
Call again. Same process. CSR can't do anything until they hear from the returns department. They sent the case over again. CSR told me the first person I spoke with never sent any of the info over to the returns department. "Don't worry", I'm told. "This will be fixed". They will try to initate another return prcess(3-5 days). I asked for manager. Really rude person came on and told me there's nothing that can be done to speed it up. Told me she would follow up and get this taken care of. She gave me her email address, but has ever responded to any of my emails.
I call AGAIN last week. 3 hours on the phone(seriously). CSR sends the request over again to the returns department and tells me 3-5 days. I asked for another manager and someone to be my point of contact. Manager told me she would contact me within 3 business days. I confirmed my email address and phone number with her. Never heard back. Emailed her twice. Never heard back.
I'm pretty much SOL right now. I purchased it on my Chase freedom card, so I'm going to find out tomorrow if I have any customer protection. Any advice on what to do? I was told the last manager that there is nobody higher at Samsung that can help me than her. I feel like Samsung ecommerce is running a scam. Its impossible to return a product to them.
Submitted May 25, 2017 at 02:07AM by Reason717272727383 http://ift.tt/2qeplMw
