Bests & Worsts Reviews from Amazon

Samsung UN55F9000 55-Inch 4K Ultra HD 120Hz 3D Smart LED TV Review update: After 8 days and MANY phone calls to Samsung, they finally decided to cancel the shipment of the missing parts entirely. Their reason: "We don't ship those parts." They said it was an error on the part of the customer service rep to ever have agreed to ship them to me. The rep didn't have the authority to do that. No more debate... no more options... regardless of the level to which I escalated it, it's just not their problem. Samsung has concluded its interactions with me. Now for the contrast: Immediately after the Samsung call, I contacted Amazon to see if they could do something to help me out... and Wow! What a difference in attitude. Within a few minutes I got to a support rep who was courteous and helpful. He has arranged for the shipment of a replacement TV, and to pick up the one with the missing parts... and it is scheduled to arrive within 4 days of the phone call. Thank you Amazon. You really understand customer service. I couldn't be happier. As for Samsung... How I feel about them is unprintable. ****** First: This is not a critique of Amazon Second: This is not a critique of the Product This is a critique of Samsung's customer service. I have never posted a review of any kind before this, and I've been using Amazon since day one. This should tell you how frustrated I am with Samsung. 10/4: Up to the point at which I opened the box, everything was going great. I was excited to get my new state-of-the-art TV. But then there were missing parts. OK... stuff happens. I called Amazon, and they immediately (while I was on the phone) contacted Samsung, got a case number and sent the pertinent information to me via email. 10/5: I called Samsung to get a status for my case. I was told it was "pending", but the missing parts would be shipped out that day and I'd receive them in a couple of days. 10/7: I called Samsung to see if the parts shipped. I was told that it was still pending and that once the missing parts shipped it would take 10 to 15 days to get them. I was pretty irritated. I asked, since this was Samsung's error and that I can't use my TV without the parts, if it could be expedited. The answer was "No". 10/8 (AM): I get a phone call from Samsung saying that they put my case on hold because I didn't send them a receipt. First: Amazon called them... the order was shipped to me... So, I must have paid for it, right?... not good enough. Second: Why wasn't I told this on 10/5 or 10/7, when they had an earlier opportunity to tell me? But this goes on. The service rep doesn't even have a record of what parts are missing. He can't deal with it, so he passes me on to 2nd level support. The next support person takes the information about the missing parts and gives me her email address so I can send the receipt. She then releases my case from hold and tells me that I will receive my missing parts in 10 to 15 days. It is now 4 days later, so it will be a total of 2 weeks to 19 days before I can use the TV I bought. I ask again if it can be expedited. She says she'll try, but she won't know for sure. Just to see, I asked her if she felt that she has solved my issue satisfactorily. The answer was "Absolutely". I told her that she doesn't get to decide if I'm satisfied, and that I'm not. She said "Well, I've done everything I can. Is there anything else I can do for you?" 10/8 (later in the AM): 10/8 (PM): My wife calls Samsung to see if the parts were expedited. The answer was "No". She asks them if they will notify us when it ships. The answer was "No". She asked them if she could speak with someone who could properly record our feedback. She was routed to "Executive Customer Service." She had to explain all over again the fact that our brand new TV is a boat anchor in our living room because of the missing parts, and that it is bad customer service to force us to wait an additional 10-15 days, and that it would faster for us (and more expensive to Samsung) to return the TV to Amazon and go to Best Buy, than to wait for Samsung to send us these parts. None of this made any difference. They did not seem to recognize that there is anything wrong with this situation. There was no satisfactory answer, other that the parts shipment was "Approved" to ship at no cost to us, and that the shipment would take 10-15 days. She asked again if Samsung would notify us when the parts ship. Again, the answer was "No". The only method they offered was for us to go to the UPS tracking website using the tracking code that they provided. This will need to be trial and error, because the shipment won't appear on the website until it has actually shipped. 10/8 (even later in the AM): I got an email from Samsung telling me that in I'd receive my missing parts in 10 to 15 days "... plus shipping". I think that means means it will take Samsung 10 to 15 days to ship the parts, and then we need to add the time it takes from when it leaves Samsung to the time we receive the shipment. But I don't know, because I can't get a straight answer from them. Bottom Line: I don't know when we'll get the parts. The moral of this story: Think twice before you buy a Samsung product. If you decide to go ahead, unpack the box and check the parts list. If there is anything missing, refuse the order... you can just go down to Best Buy (sorry Amazon... not your fault) and get it with fewer hassles. Samsung's customer support is impossible, and they all think they're doing a great job. How warped is that?