I spent 3 hours on the phone with Samsung Customer Service trying to get support for my TV that I purchased 8 months ago, which suddenly stopped working. Despite my warranty being valid, they initially refused to help, claiming that because Costco bought the TV over a year ago, it was out of warranty. After an intense call filled with frustration, they finally agreed to send a technician.
When the tech arrived, he stripped the screws holding the mount to the TV. He called his office for guidance and was told that because the TV is in a screened-in porch and a TV cabinet, it's not covered under warranty. I explained that the TV is protected by an enclosed cabinet when not in use, but they didn’t care. I even mentioned that the customer service agent I spoke to earlier thought it was cool to have the TV in my screened-in porch and never mentioned it would be an issue. There are literally pictures of where my TV is located in my file at Samsung. It's not in the elements, it's in a very large screened in porch and it's in an enclosed cabinet.
The agent said I needed to purchase an outside TV. I said I own a bar and we have 4 outside TVs, I'm very familiar with them, that is why I knew we didn't need one in my screened in porch!
Now, 45 minutes into another call with Samsung, they are telling me the TV is still not under warranty and that I need to deal with the company they contracted to fix it regarding the broken screws. That's right, now I have to call their contracted repair company to get them to fix the screws that they broke! This experience has been incredibly frustrating and disappointing.
