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Want a Bluetooth headset? Don’t bother buying one from Samsung. Well, just hope it doesn’t ever break on you and you go for the mendacious act of taking them up on warranty service! samsung-logo

On 6/3/09, I received authorization to return a defective WEP170 Bluetooth headset for warranty service. The headset was then sent back to me, without service. The reason given was that the proof-of purchase I supplied didn’t have the seller’s name and address printed on it. The invoice I provided actually did have that information, but for whatever reason, it was still returned to me.

I contacted customer service again on 6/19/09 to attempt to resolve the issue. The initial CSR I spoke to, after an hour or so of back-and-forth and being placed on hold numerous times, assured me that the reasons given were valid, in spite of me holding an invoice with the requested information. After getting nowhere with the initial CSR, I asked to be transferred to a supervisor. I did, and was disconnected after she placed me on hold.

wep170I called in again, and immediately asked to be transferred to a supervisor. She looked into my file, and found that the reasons given were as I mentioned earlier. I offered to send her a copy of the invoice, with the information requested, and she accepted. She then apologized for the confusion, gave me a new repair ticket number, and informed me a new headset would be on its way shortly.

On 6/22/09, I checked the UPS tracking number provided to me, and I discovered the new headset was apparently heading to Lousiana. I’m in Oregon. So on 6/23/09, I again contacted customer service to inform them of the issue. The CSR I spoke with, after being placed on hold for about 10 minutes or so, informed me that I had to contact UPS myself to correct the error. I refused, as this is clearly an error on the shipper’s part. I mean, I’m no geography expert, but I’m pretty sure Louisiana isn’t anywhere near Oregon.

I then asked again to be transferred to a supervisor. After being placed on hold again, she informed me that an investigation would be taking place as to why the package was scheduled for delivery in Louisiana. I can make the investigation pretty simple — UPS is delivering it there because it’s clear it was addressed there. Now, as to WHY it was addressed there, I don’t know. That supervisor then told me that I would find out in 24-48 hours exactly what happened.

I don’t really expect this situation to be resolved expeditiously (or even resolved at all) at this point. All I want is a functional headset, and now that we’re going on three weeks and a whole lot of time wasted on the phone, I don’t know if I’m ever going to get that — that is, unless I give up and just buy a new one.

However, I will say this. Although there are surely thousands upon thousands of other potential customers out there, Samsung has done a wonderful job of losing me. I have, in the past, been quite satisfied with Samsung products. But I know now that should these products ever go bad, I can pretty much assume I’ll receive no help from Samsung customer service. I doubt that I’ll ever purchase anything else from Samsung, and I’ll make sure no one I know does either. Sure, a small drop in the bucket, but I’d rather save others from the frustration of dealing with Samsung’s non-existent customer service.


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