Samsung problem - broken monitor under warranty, parts on backorder with no ETA

[jkw]

I've got a Samsung S27A550H monitor ($450) that is a few months old. It died one day recently - screen went dark and wouldn't come back on. So, I called Samsung, got a warranty repair authorization/transaction #, and drove the monitor to a local authorized repair shop.

After a couple weeks with no word from Samsung or the repair shop, I call Samsung and they tell me it needs a new main board, and that the part is on backorder with no ETA. Samsung said they won't replace it, and they apparently can't fix it either.

Anybody got recommendations for how to deal with this situation?

 

[jkw]

update: After a few calls in which I was really really polite, Samsung said they have decided to replace the monitor and will be calling to offer replacement options.

 

[doco]

keep us updated if anything new happens. i've never dealt with samsungs RMA service before and i like to see what they do in your situation.

 

[VoodooMB]

Just out of curiosity, where was the monitor made?
We've already had two new Samsung monitors die on us, and they were all made in Romania.

It would be interesting to see if this is plant specific fault or it is a design flaw in their new series, since our faulty models, although 27", were from a different series (S27A650).

 

[jkw]

This is my first time with Samsung RMA too.

I'm not sure where this one was made. All I can tell you is that it was purchased in mid June 2011. I don't have the monitor or box here any more ... it's at the local authorized repair center. If I get an opportunity, I'll ask about country of manufacture for you.

 

[jkw]

VoodooMB - I confirmed that mine was made in Mexico.

 

[jkw]

Update: Repair center called me yesterday to come pick up the unrepaired monitor - they said Samsung was going to offer a replacement, and that Samsung would call me to make arrangements and offer.

Samsung called today and offered to replace it with a new, 2012 model year, comparable monitor. The replacement is the S27B550V.

Conveniently, Samsung is shipping the monitor now to the UPS Store down the street from my house, and it should be there within 5 days. UPS will call when it arrives, and I'll just need to bring the broken monitor with me and exchange it for the new monitor. I don't have to deal with any credit card holds this way (but Samsung did offer that option). Since the monitor is going to get here just as quickly without a credit card hold, I decided to go with the UPS Store swap-out option.

So far, the RMA/warranty process has been pretty painless. Samsung has been reasonable to deal with. Although I was inconvenienced by having to go without my 27" primary display for a few weeks, I didn't expect Samsung to provide me with a replacement immediately.

One thing I do recommend, if you have to RMA any product (not just Samsung), is to see if there is a local authorized repair center you can take the device to. This will save time, and save shipping costs for the manufacturer (and possibly for you too). You'll also not have to worry about any damage to the device during shipping.

FYI, for the Kansas City area, Fairway TV Service in Lenexa KS is where I went. good business to deal with - they kept me updated, were always polite, and provided good explanations of the process.