Axiom Home Page Forums General Discussion Technical Questions Snowy picture. Help needed please.

It's time to call cousin Vito.....

That's exactly what I thought. I actually said this to the service technician at the repair shop.

I called Samsung again today voicing my displeasure, and they said that a supervisor would call me today. Surprise surprise, nobody has called me back.

This is really unbelievable. I just got off the phone with Samsung and spoke to a supervisor. She agreed with me that if there is a snowy image when they are running a test, there's something wrong with the unit. Now I have to wait until 10 when my caregiver comes in, and give them the serial number for the second time so they can set up service with somebody else.

I told her that I'm at the point where I think they aren't going to stand by their product knowing it's over warranty, but she informed me that my TV has a two year warranty; well, at least that's some positive news.

Get it in writing, Cam!

Cam, if you've logged the issue before the warranty expired and they haven't resolved it you should be fine. Hopefully you got the supervisors name from the last call and can contact them directly going forward or at least be transferred to them immediately.

You should tell them that the unit needs to be replaced if they cannot fix it after this service visit as you've been put out and passed over for too long. Ask that they message their system with all of your past calls, issues and grievances. Have them read back to you what was entered and better yet provide you with a copy.

Good luck.

Thanks for the advice guys. I did get the supervisors name, and I'll try to get it in writing tonight. I'm actually going to go through everything again with her and record the conversation onto my computer using my headset microphone. As I said, I'll try to get it in writing via e-mail but doubt they will, so an audio recording should do just fine, if not better.

I very much appreciate the input, I'll let you know what happens.

I thought when I was looking at Samsung (and bought one) they had a 1 year warranty and the gave another 6 months on the warranty period if you registered it on line.

Make sure to confirm the 2 year warranty Cam.

I will Rick. A couple months ago I was on Samsung's web site checking to see if there was a firmware update for my TV, and on the web page for my TV it did state a two year warranty. I was going to print the page out at the time, then when I went back to the link I bookmarked a couple weeks ago to print the page, it was no longer available; just my luck.

Well, I just got off the phone with the supervisor and I recorded the entire conversation. I got her to go over everything that we previously discussed, including a static image not being normal when running a test, along with the two year warranty.

Thanks guys, and I'll keep you posted.

It's a start, good news on the warranty.