Update: In desperation I WROTE to the retailer that I purchased my Samsung TV from and they approached Samsung on my behalf. I included in with my letter the full text of all my on-line chats with Samsung Support plus a 45 page dump of the entire content of this forum - all in hard copy as well as in email.
Samsung has now agreed to fix my 4 year old TV at no charge on the basis of the letter I sent to the retailer - so I have just delivered the TV to the retailer and as the problem is intermittent I expect it may be a few weeks before it is returned.
Those of you having issues with Smart Hub, I suggest you WRITE to the retailer you purchased the TV from asking for their help. Your letter should be factual and free from emotion. Be nice!
Outline the history of your complaint:
- state what you bought, when, where, and for what price
- quote relevant account, customer, invoice, or serial numbers.
State the problem you have with the product o – for example, was the product faulty or unfit for the purpose you specified? Include the date you first became aware of the problem.
Indicate the steps you have taken to resolve the issue, such as times you have visited, phoned or written to the retailer and or Samsung or information you have gathered (from this forum) on the internet. Where possible include the names of people you have dealt with.
Indicate that you have attached or enclosed copies of any supporting documents, such as:
- photos of problems with the product
- prior correspondence - including transcripts of on-line chats with Samsung or others
- receipts (or other proof of purchase)
- warranties or guarantees
- contracts
- order forms.
Note: Send copies, not original documents. You may need these documents later if you take your complaint further.
If possible, get evidence such as an independent technical report to support your claim.
Clearly state how you would like your complaint resolved – for example, you want the trader to either:
- refund your money
- repair the product
- replace the product.
Give a reasonable timeframe for the trader to take action, such as 10 working days.
Optional addition: State that if you do not hear from the trader, you will take your complaint further (to the relevant complaints agency in your country).
Include details of when and how you can be contacted.
I think it would be inappropriate to post the detail content of your letter on this forum, sufficient to tell us that you have written and when known, the outcome of your complaint to the retailer.
Good Luck.
at the end of the day you should get an working product back.
