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Monday, October 19, 2009

Samsung Service

There have been a lot of comments on this blog regarding the unresponsiveness of Samsung Customer Service. This has ranged from long delays in getting a service call, service call appointments not respected or in some cases useless telephone support.

As a general observation, all of the "mainstream" appliance manufacturers (GE, Whirlpool, Frigidaire, LG) generally provide poor or minimal service and support direct to the consumer. This is because support and service traditionally takes place at the local level, through the dealer where the appliance was purchased. It is simply less expensive to support dealers than to deal directly with consumers, and they rarely, if ever, have retail-level service organizations.

(the exception to this rule is with manufacturers that have a strong commercial business, such as Hobart or Miele).

Generally I always recommend buying appliances from retailers that have committed and strong service organizations (such as Sears), where buying an extended warranty is usually worth it. Seeing as how it price is no longer an indicator of quality (witness the junk compressors they put in Jenn Air refrigerators) and how more and more custom electronic controls are showing up, it is now essential to cover one's bases and purchase a service plan.

So for those who have experienced poor service from Samsung, stop banging your head against the wall, and go back to the store where you bought your appliance. Consider buying an extended warranty if it is not too late.

Also don't forget that registering a Samsung appliance extends your warranty by 3 months, and this can come in handy, especially if you are just off-warranty.

So far, my Samsung appliances have been reliable, they appear to be very well built, but not a reason to take the risk of not buying an extended service plan. Caveat Emptor.

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