By JLP | April 11, 2011
*Begin Rant Now…*
Saturday afternoon, my 6-year old daughter was playing a PS3 game on our 3.5-year old Samsung flat screen (Model: LN-T5271F if you’re interested). All the sudden the TV went off and would not come back on. I unplugged it and it plugged it back in. Still no power. This concerned me.
Later that day, I stopped by Best Buy to talk with one of their electronics people. I found some guy and explained my issue to him. When I told him the model of the TV I had, he said, “That’s an awesome TV.”
After I explained the issue, he shrugged his shoulders and told me I’d be better off buying a new TV.
Well, this ticked me off. I said something like, “You don’t understand. I bought one of the best TVs on the market when I bought this one. I spent $3,700. I bought it over a plasma because one of your sales guys told me that it would last a lot longer than a plasma. Now you’re telling me that I have to buy a new TV?”
His response: “Sir, we don’t make the TVs. We just sell them. Did you buy the warranty?”
Me: “No. What good would the warranty have done me anyway?”
Rep: “We have four-year warranties. For $200 you could have purchased the warranty and now we would be giving you a brand new TV. You should have bought the warranty.”
The Best Buy guy was about as smug as they come. He had no empathy for me and my situation. I left the store frustrated.
When I got home, I did a little research and found a phone number for Samsung. I got a Samsung person on the phone, explained my situation, and she arranged a company to come to my house and change out the capacitors free of charge. I asked her if this was a common problem with my TV and she said something like, “Yes sir. That’s why Samsung has agreed to make this particular repair free of charge.”
Why didn’t the Best Buy guy know about this? What would have been wrong with him saying, “Sir, I’m sorry for your issue. Since it’s not under warranty, you might call Samsung. I have heard that some of these TVs have had issues with capacitors and Samsung might to the repair for free. Here’s their number.”
THAT would have earned my respect AND would have brought me back the next time I needed a new TV or other high-dollar electronic device. From now on, my local Best Buy will be Amazon’s show room for me.