07/14/09

Pointless

by MickyD

Referred by Phillips. Repairs to my plasma would be more than a new one, I had a day off and made plans to pick up the TV,as I wasn't going to pay over $1000 to repair a 3 yr old plasma, and was told I couldn't, as the "ticket needs to be closed out", I had to reschedule my next day, just to go and collect my tv.

• Pros: none

09/03/08

Absolutely Dreadful Experience

by Triangleatty

Our 3-year-old Samsung DLP TV broke, and CEI is the only authorized service center in the area. Samsung set me up on a Monday for a service call Wednesday afternoon. A CEI tech left me a message on Tuesday morning, which I returned promptly. I spent the rest of the day waiting for a callback that never came. Wednesday morning I called CEI; their internet is down, please call back later. Called back later, they had no record of my appointment (even though they had my Samsung-provided incident number). They'd try to fit me in -- one of their guys would definitely call me within two hours. No call, of course.

Called back at 4:00 that afternoon. So sorry, the technician is running late, he can't come out today, but he's just about done with his current appointment and will call me back within a few minutes. Again, call never comes.

Thursday morning, back on the phone. I tell the dispatcher that I've called several times and can't get a call back, she tells me that it's something I'll have to take up with the technician, because she can't make him call me. Five hours later, I tech finally calls. He's really busy, see, and he doesn't have time to come out for a diagnostic call. Why don't I explain the problem to him over the phone, then he'll order the necessary part and find a slot for me once he has it? And my the way, his labor cost will be over $250 to install a $425 part. I protest the idea of phone diagnosis, but eventually explain my problem, and he tells me what's wrong.

A week later, I finally have the part in hand (on Samsung's recommendation, my husband decided to install the part himself). The tech was wrong. The part we replaced wasn't really the problem. Guess blind diagnosis really isn't the best idea after all.

I can't believe the lack of professionalism and expertise on display here. Samsung will definitely be hearing from me about their chosen service provider.

• Pros: None that I saw.
• Cons: Spent hours on the phone only to receive an incorrect diagnosis and no actual service call.

05/28/08

Why are these guys authorized dealers???????????

by LTLewis53

These guys are a joke... All I would say is that if you want to get you TV fix take it somewhere else.

• Pros: None
• Cons: Seem to be in the business of taking customer hard earned money.