“On An Empirical Sample of Why Samsung TVs Have Lower Price Points” or “Kaya Naman Pala ang Mura, Lagot Ka Sa Repairs”
23 October 2007I still feel the fangs of remorse bite whenever I think of how I fell for a 0% offer on a Samsung DLP Projector TV last year. Yeah, I guess I'm still a sucker after all. But, my woes did not end with shelling out a few thousand bucks a month to pay my credit card balance. A week after the 15 month warranty, which Samsung touts as "Prestige," my Projection TV started acting up.
Screen image disappears, the power button is immobilized, and the unit just refuses to work.Let me consult my friendly neighborhood Samsung Service Center, Chronicles Electronics, along Shaw Boulevard. Speed seems to be the mantra at this branch as it takes them a mere two (2) weeks (!!) to diagnose and finally repair the unit, at which time my entire family is ready to oust me as head of the family given their Xbox360, DVD and "House MD" series withdrawal symptoms.
Wonderful, I exclaim, as I get the best part of the deal – it will only cost me a smidgen….P26,820 for the repair costs. Isn't this world just bursting at the seams with blessings of this sort? Gee, that's 35% of the entire TV's actual price. I'd shudder to imagine buying a low-end Toyota Altis and have to pay P270,000 on repairs after the first year. So, I thought I'd make a few phone pals with the friendly Samsung Customer Service gals, maybe they could lend a hand (or ear) and get me out of this dilemma. I knew I had a career as a secretary when, as a customer (sandali, hindi lang customer.. Expired "Prestige" Samsung Customer), it became my duty to constantly email and call the busy souls at Samsung & Chronicles. They have the most heartfelt, personalized and insightful reply emails I have ever encountered.
Here is a sample : "Thank you for mailing us. We were truly sorry Mr. ___ for the unit has caused you. Your concern is already forwarded here in Samsung Head office currently it is with our Technical Engineers for evaluation we will give you feedback for the update. Thank you for patronizing our products" Now, don't you feel even a wee bit more satisfied, that after two weeks, its still being evaluated? I personally had a lump in my throat from trying to stop the tears of gratitude from flowing. I was surprised, though, that I was not alone in my admiration of Samsung's projection TV performance & astronomical repair pricing. I am thankful to the kind audio-visual geeks at www.pinoydvd.com for their feedback.
These are actual user experiences: http://pinoydvd.com/board/index.php?topic=59042.0 By the 3rd week, Samsung's indefatigable crew came up with a rather ingenius solution: "Sir, we can give you 10% off the repair fees." I must have died and gone to consumer heaven by then. I would only have to shell out P24,138.00 — Papuri sa Panginoon. Onwards with more calls, and finally the Customer Service Manager, Sheila Jaucian, comes to the rescue. "Sir, we can offer 50% off the repair fees." Ahhh, my knight..este lady in shining armor. So how does this all end? If you recall, I had my unit still languishing at Chronicles Service Center (Shaw Boulevard).
Now we were all set to release the Projection TV and put an end this long drawn Samsung saga. As I was preparing my credit card to pay the P13,000+ fees, the patient lady helpfully states, "Sir, CASH lang po ang bayad dito." Gee, I was stumped. I usually would want to carry P13,000+ in my wallet at all times, but like most of us, I find this a tad inconvenient.. Funny, I was able to pay using my credit card last I had my cheapo Sony Ericsson cellphone repaired at an authorized service center for a HUUUGE P200.00. And a world-class name like Samsung refuses to accept credit cards, at this day and age. So, three weeks and still no TV. I guess I'll be sleeping by the gutter tonight after my family chases me out with pitchforks and torches. Salamat Po, Samsung.
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cash basis? ay! parang bir. just kidding… anyway, don’t they accept checks?
Having the same problems with samsung. guess we have to find someone higher up in management-maybe the koreans. I bought a samsung plasma 42″ in the usa and brought home as a gift to my wife. after 2 months, the screen went blank. the 1st repair service in Paranaque, Lenwon electronics, almost blew up the tv-they plugged into 220v, when this was a 110v unit. Luckily my wife warned them before they turned it on. Then they said it couldn’t be repaired at home and must be brought to the shop. After 2 weeks of evaluation and my constant following up, they said 2 boards needed to be changed which cost a total of P16,000+, although they were not sure which boards were actually working. Afraid that they were not too competent in their diagnosis, I brought the tv to Samsung Greenhills after paying Lenwon P950 in delivery fees/diagnosis. Samsung Greenhills was more professional, but now the diagnosis is a defective plasma screen. Ruffled by this, I claimed it is less than 3 months old and now the screen is defective. Since it is still under warranty in the US, I could have the choice of shipping it back to the US, have it repaired there for free, then ship it back here again (which probably will cost US$500-plus 3 months wait) or have it repaired here but I would have to pay them P39,000! I bought the tv for P66,000 including freight so why should I pay P39,000 just to have it fixed after 3 months use? If their part is defective, then they should replace it….no uh, Samsung carries a limited warranty on plasma’s meaning the warranty only applies to the US if the unit was bought there. Am still trying to work something out with Sheila, but so far, I am back to using a small tv in the den. Samsung is supposed to be a global brand. Seems that the reliability of there products are far from it.