ComplaintsforThe Big Screen Store
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Complaint Details
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Initial Complaint
09/18/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On or about 10/5/2020 I purchased a 75" tv from The big screen store, at the time of purchase I was told there would a 1 year manufacturer warranty and a additional 1 year retailer warranty as well. My unit is no longer in working condition. I reached out to the retailer as well as Samsung. A repair ticket was made to come out to my home and repair it this Monday the 20th. Yesterday I received a text from the repair contractor stating they had to cancel my appointment due to the fact they did not have the parts. Well how do they know what parts are needed if they never came out to even look at the TV. I called Samsung as well as the retailer and was told there is nothing they can do other then wait. Wait on what ? This is wrong I paid over $1700 for this unit. Samsung as well as the retailer has not tried to reach out to me or offer any help, I'm left to seek out some type of help all on my own. Please help! Kevin is the contact at store in Waldorf Md ************Business response
12/14/2021
Business Response /* (1000, 5, 2021/09/20) */ The client called in for service on 9/15. We immediately initiated a service request with Samsung. Samsung replied that the client had already called them directly on 9/14 and that service was already in process. There are very few parts in a TV and, based on the description of the issue, parts were ordered by********************* which did not arrive before the service call appointment which necessitated the service call be rescheduled for a later date. The client requested that a different service center be dispatched as he had read negative reviews on them. We contacted Samsung and had them reassign the call to ATS electronics, which is a local company. They are now waiting on the parts and will contact the customer to schedule the repair. Everything is proceeding as it should be under the terms of the customer's warranty and we have done everything that the customer has asked. The customer's TV will be repaired and we request that the client have some patience during this process.
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Contact Information
Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.