I recently bought a TV on Amazon and the experience didn’t go to well — until it went great. I thought I’d share a little bit about what happened because it’s interesting in it’s own right and I’m sure there’s someone out there who could benefit from what happened to me if they ever run into a similar situation. Either way, there are 2 pretty mind-blowing facts I’d like to point out:
- I spent a total of 4 hours chatting with Amazon support about this debacle.
- That led to Amazon eventually giving me in the neighborhood of $400 to upgrade to a better TV than the one I had originally ordered.
Before you get any further, I actually made a video of the whole matter (which is basically identical to this article, but which you might prefer to watch over reading any further). Here it is:
Here are the facts of the matter:
- Amazon sold me a lemon of a tv: it wouldn’t connect to the internet
- It wasn’t a Prime item so I had to wait 2 weeks to get the lemon in the first place
- When it arrived the box was so damaged that the people who delivered it said they had to open it to make sure the screen wasn’t damaged (which isn’t good for a tech reviewer since I couldn’t do an unboxing then)
- I spent 4-5 hours on the phone with Samsung support and they couldn’t fix the issue
- Samsung scheduled someone to come out and fix it but that support ticket was canceled after two days and I had to call to find out the company Samsung was contracting with didn’t serve my area
- So I contacted Amazon and they wouldn’t let me exchange the tv; they wouldn’t give me a gift card; they would only offer a refund which takes a long time because it’s days before the money goes back on your card and you have to wait for Amazon to get the tv back before they even issue the refund… it’s the worst scenario for an item like a big TV
- So long story short I kept asking to speak to a supervisor whenever I ran into a brick wall; eventually I ended up speaking to a supervisor’s supervisor, I think… (so at least 3 levels of support deep)
- And along the way one supervisor got disconnected and I was also