So, I bought my current main monitor – a Samsung 204B three years ago – just over 3 years ago. I’m sure you’ve already guessed that the manufacturer’s warranty period for the particular item is yes – 3 yrs. For a little while, starting before the 3 yr mark, it started acting a little flaky – nothing too outrageous, but little “I wonder what’s up with that” kinds of things that I was able to get past with a power off/on, etc… Literally a week after the 3 yr warrantee expires, it has a much more significant issue, that takes a number of unplug/plug-in cycles before it finally starts working again. At this point I’m thinking – great timing – I’m probably out of luck because of the warranty and purchase date. I at least want to check with Samsung and see what my repair, replace, whatever options are, so I send them an e-mail looking for assistance rather than sitting in support call hell.
So, in addition to a little background information in my message to Samsung, I ask: What options do I have for repair, replacement, credit… anything”. The response I get back, in addition to the normal canned response is: “We are sorry to inform you that Samsung does not provide free service for the warranty expired products”
No s… kidding Sherlock. Now answer my question and tell me WHAT MY OPTIONS ARE. I resubmit my question – still haven’t received an answer. *sigh*
What’s next… I’ve got two reasons to swing by Best Buy. One, to see what’s new with monitors since I’m likely going to need another one anyhow between this one and getting rid of the rest of the CRTs in the house. Two – since I’m heading over I might as well see what, if anything they can do about my busted one – which I originally purchased there.
So we swing into Best Buy and are looking at monitors. One of the folks working there stops by before too long and I explain my current situation. She informs me that they have a 30 day grace period on warranties and that I should bring it in before that expires – which is the next day. Sweet. I’m thinking I’m not totally out of luck.
The next morning I pack the monitor up, grab the receipt and head to Best Buy. I head to Customer Service and explain my situation again. The low-level CS guy enters my receipt and information and tells me the warranty period has expired. I explain that I am aware of this, but that another person at the store informed me of a grace period under which I have some options – which I’m trying to figure out. Let me check with the manager. Super. Nope sorry – but I can call and check with Samsung for you. Ok – let’s do that… I’ll talk to your manager after we’re done with Samsung. He calls the retailer super-special number and they’re closed. So he calls the consumer number and hands me the phone. Gee, thanks. I could do this at home while sitting down without having to pack up my monitor… After talking to the wrong person, they transfer me to the correct department with plenty of hold time in between. He takes my information and explains that my warranty has expired. *sigh* So, Mr. Helpful, WHAT ARE MY OPTIONS. Well, you could check the web site for authorized repair services. Fine, I’ll do that once I get home and have my monitor back up and running – I can’t check that from the desk at Best Buy. Thanks for nothing. OK Best Buy level 1 CS guy, since I’m here already let me talk to the manager just to make sure your story is correct and the person last night is wrong. I talk to the manager and she informs me that yes indeed, they can’t do anything. Lovely.
So – with the help of the folks at Samsung and Best Buy I’ve gone from generally bummed that my monitor is busted and bummed at the timing of my monitor failing to:
- Wasting my time with trips to Best Buy, packing up my monitor (that at the time was in its ‘functioning mood’), sitting on the phone with Samsung AT Best Buy, re-setting up the monitor and smacking it around until it started working again – and now this silly blog post.
- Irritated at Samsung – who, honestly I have plenty of their products that I like – but the shoddy way this was handled was just crappy from a customer service quality perspective.
- Irritated at Best Buy for telling me (apparently erroneously) that I would be able to bring my monitor in and have something done with it.
Now, you don’t get the last few minutes you spent reading this back, but I feel better having written it.
Have a wonderful day everyone. In other news on this day in history, a good friend of mine had a baby (late yesterday actually) and the East coast is getting slammed with 30” or so of snow. So much more important things going on than my dealings with aging computer hardware and poor customer service.
Oh hey – I just checked where the nearest service location is for my monitor… it’s in NEW JERSEY. I’ll wait until they dig out of the blizzard to give them a call. 
