I Bought A TV on Amazon and it Was a Complete Disaster Until I Got a Free Upgrade

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:

  1. I spent a total of 4 hours chatting with Amazon support about this debacle.
  2. 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:

This all wrapped up with a nice person named Carly doing what I originally wanted: facilitating an exchange. She gave me an Amazon gift card to help me avoid the hassle of a return (which meant I didn’t have to wait and wait for the money to go back on my card) and the amount was for the difference between the original TV I purchased, which had subsequently sold out, and a newer, better TV (the next closest thing). She also overnighted the new TV to me so I wouldn’t have to wait any longer to have something working in the house — and that was the icing on the cake.

So, to summarize, the customer service experience was long and horrible until the very end; the first 3 or 4 reps that I talked to didn’t understand what I wanted (which was just a quick exchange) but, because I stuck with it for so long, I finally got a very helpful rep that understood the issues and the pain I had endured with the first lemon of a TV and made everything more than right.

It was a pretty incredible 50/50 experience: I was really upset with Amazon at first but ended up being pretty awestruck by how well the whole situation turned out.

As a footnote, I can definitely recommend the Samsung 8 Series TV I ended up with! It works great.