I doubt sinking sales will motivate them. They rely on heavy marketing to sell products, not quality. Refer to this article to get an idea of Samsung's concern for quality. http://reviews.cnet.com/8301-33199_7-57376508-221/samsung-power-defect-causes-some-tvs-to-fail-and-a-class-action-suit-follows/
I suggest that you not only comment on Amazon but seek out other sites and put in your two cents there also. I assume that the number of people having problems with Samsung products is very high. Many people probably don't realize that the problems are defects due to the complexity of the products and many just live with the problems.
Until consumers become aware of Samsung's attitude toward quality, Samsung will not respond. They won't admit to having defects occurring at high rates since they have already lost a class action suit. Instead they will continue finger pointing and deflecting problems on a one at a time basis using their ineffective customer service department.
A couple suggestions when talking to CS, always be sure to write down and keep the transaction number or case number assigned. If you aren't satisfied with the results received on any call, ask the CS rep to connect you to a higher level tech. Be persistent. Keep pushing until you get someone that actually knows a little about the product technically. Also, if you aren't satisfied, ask to speak with a customer relations person. I get the impression that Samsung will start responding to people that won't accept their initial brush off.
Try and get names of the people you talk to, especially at the higher levels and as I learned recently, get them to e-mail you any requests or instructions necessary to continue with their follow up.
Also, if you are assigned a case or transaction number pending action on Samsung's part, call back in the next day or so to verify that the transaction has not been cancelled. They will cancel the transaction for no reason then if you call back tell you they don't know who did it or why.
I speak from experience. My dealings with Samsung have been the most frustrating of any I have ever had. My TV has had the most defects of any product.
Finally, before calling, get an idea of how many people are complaining about the same problems you are having by checking the internet. Don't be afraid to tell Samsung that you know yours is not an isolated case if in fact the problem is ubiquitous. Tell them that you are going to tell your story on the internet.
I doubt sinking sales will motivate them. They rely on heavy marketing to sell products, not quality. Refer to this article to get an idea of Samsung's concern for quality. http://reviews.cnet.com/8301-33199_7-57376508-221/samsung-power-defect-causes-some-tvs-to-fail-and-a-class-action-suit-follows/
I suggest that you not only comment on Amazon but seek out other sites and put in your two cents there also. I assume that the number of people having problems with Samsung products is very high. Many people probably don't realize that the problems are defects due to the complexity of the products and many just live with the problems.
Until consumers become aware of Samsung's attitude toward quality, Samsung will not respond. They won't admit to having defects occurring at high rates since they have already lost a class action suit. Instead they will continue finger pointing and deflecting problems on a one at a time basis using their ineffective customer service department.
A couple suggestions when talking to CS, always be sure to write down and keep the transaction number or case number assigned. If you aren't satisfied with the results received on any call, ask the CS rep to connect you to a higher level tech. Be persistent. Keep pushing until you get someone that actually knows a little about the product technically. Also, if you aren't satisfied, ask to speak with a customer relations person. I get the impression that Samsung will start responding to people that won't accept their initial brush off.
Try and get names of the people you talk to, especially at the higher levels and as I learned recently, get them to e-mail you any requests or instructions necessary to continue with their follow up.
Also, if you are assigned a case or transaction number pending action on Samsung's part, call back in the next day or so to verify that the transaction has not been cancelled. They will cancel the transaction for no reason then if you call back tell you they don't know who did it or why.
I speak from experience. My dealings with Samsung have been the most frustrating of any I have ever had. My TV has had the most defects of any product.
Finally, before calling, get an idea of how many people are complaining about the same problems you are having by checking the internet. Don't be afraid to tell Samsung that you know yours is not an isolated case if in fact the problem is ubiquitous. Tell them that you are going to tell your story on the internet.
Then do it as often as you can.